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need some help and advice...Have been told o2 online is better to get the xda2 s from... can anyone tell me if online is better regarding customer care and all aspects, or going through the store for the contract and phone? thanks
I've been with O2 since 1991 and can tell you it's just the luck of the drawer whether you get excellent or totally useless customer service. As for O2 online, they didn't manage to get a single bill correct in the last twelve months and the only way you can get help and services that you really want, is if you already know the answer and push and push until you finally speak to someone who nows what they are talking about, re-affirm to them that the service or option IS available and they finally find it for you.
I've also got contracts with T-Mo and Orange and the story is the same there. Customer service with any of these companies when you are using these 'cutting edge' devices is just a matter of luck I'm afraid.
By the way, I got the O2 online deal because it was better at the time, it really does pay to look around.
02 online or store
thanks for that, I appreciate the help and advice. think I will have a thought or 2 and see. any outcome on the upgrade or did you do it?
o2 online or store
Sorry....I meant to say the update (rom)...
CS on O2 is bad who-ever you choose. O2 online have never got my bills right either. No GPRS use has been charged for (at-all) since November. I wont be paying any £100-odd bill that they send with all my GPRS from Nov--> in it!! They forgot to charge for my GPRS use while roaming as well.
Note that with o2 online personal tarriffs, you **cannot** send faxes. There is no upgrade for this other than to a business tarriff. High street personal tarriffs apparently do allow faxing.
Nigel
online or store
Thanks, I've decided to be patient and wait till the store gets them in...really need to be able to just walk in and sort it out if there is a problem.
If you send texts go for an online Tariff, you get 400 more texts a month on a £19-£25 a month tariff from O2 online than O2 high street.
I think I'm the only person in the world who's never had a problem with O2 customer services! I even haggled them down to an XDA2s as a free upgrade
texts on online
The o2 online tarrif I was going to get had I think 500 texts and 500 off peak minutes, at the moment I'm on o2 online pay as you go, with 300 texts and very seldom reach that amount...If the texts are the reason for going online, could I get a fair amount on the o2 200 in the store? rollover for 6 months and double text and talk for 3 month.? The only thing I'm afraid of and concerned about is since I'm not real up on these things, I want minimum trouble with the phone, and should I need someone, want to sort it out as easily as possible with no hassel and without having to send it away. That's really the main reason I have considered going to the store. The main thing is comparing the 2 and going with the one that has more good points than bad. if that makes sense. Did I read right that you like the new rom version and have had no trouble with it? how do you like the phone overall? Finally, have you seen the website www.handango.com ? if you haven't...have a look.
Yeah I like the IIs, not perfect but I live with the niggles, Does seem better on the new ROM butI'm no expert. Main thing is just dumping all the O2 active stuff cos it's crap.
o2 active...
the o2 active is that like the games, and downloadable music? does it not work properly? how do you dump it?
It's just a custom today plig-inthat they install as part of the rom image.
I;m sure there are "correct" ways to remove it fully but I just change the today screen to a different one and remove the connections executable from windows\startup.
Does the trick for me.
double text and minutes
in stores currently available is dbl txt and mins for 6mths and handsets cheaper too
I recomend the store.
Generally o2 customer care is a waste of time, if you buy in the store, you`ll know the person you bought it from, and then know who to yell at when there is a cockup.
If you buy online, you`ll have no one to yell at. phoneing them is a waste of time aswell
o2 store it is
thanks, the store it will be. Now all I have to do is be patient enough to wait for the things to come in. Seems all the stores I know of don't have any and don't know when they will get them in. Oh well, the longer I wait the more money I will save...plus, hopefully the new ROM will be installed as well and I won't have to mess with that either. Thanks again
Just wanted to you all know that I chatted with ixwebhosting.com live chat sales person and I am very impressed with them. Might move my hosting account over there.
cielo00
http://www.webhosting-rated.com
Recently, I called customer service twice needing support with my 360.
Both times, I spoke to custumer reps with very thick Hispanic accent. Both reps spoke broken English and not very professional. I had difficult understanding them, and vice versa.
Anyone had similar poor experiences?
Their live chat on the support website works great... and I bet you can't tell accents by people's typing too lol
knite75 said:
Recently, I called customer service twice needing support with my 360.
Both times, I spoke to custumer reps with very thick Hispanic accent. Both reps spoke broken English and not very professional. I had difficult understanding them, and vice versa.
Anyone had similar poor experiences?
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As someone who had to ask for an RMA because of a dead watch, they spelt my name horribly wrong, and did not ask to spell it back to me to confirm. They only way I know that they spelled it wrong was that when the replacement package got here, my name was backwards (last name first) and horribly misspelled. I think the quality of the telephone line has more to do with this than race, as I was often left trying to guess what they had said to me because the call audio kept going in and out.
The customer service in general was pretty bad, with me being left on hold for about 15 minutes and then picked up by someone who wasn't the same gender or nationality picking up the line.
v3ngence said:
Their live chat on the support website works great... and I bet you can't tell accents by people's typing too lol
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I was told when I tried to do this because I was fed up with the phone support they told me that the online chat wasn't available yet (2014-09-27ish) and that I had to call to get service.
I honestly think that their customer service is much worse now that they have gone to Lenovo.
I had to call them because my cracked back(pebble steel) and it was a pain. Chat cannot do exchange and returns.
My experience was horrible! My replacement watch was lost on Wednesday. FedEx was showing "Left at front door. Package delivered to recipient address - release authorized" The box was not found by the door.
I had to open a case with Fedex and called Motorola and give them the case number. I was transferred 3-4 times and talked to couple people...finally guy name Jose was able to send me new one and right now its showing "On FedEx vehicle for delivery". I also called to change Motorola last night to address the to my office but they said the order was sent to warehouse and its not possible to change the address.
I do not want to offend anyone but I had difficult understanding each reps and it was hard.
YMMV.
I spoke to two people, both of which spoke clear english and were totally understandable.
Then again, both of them also claimed to cancel my order, and it shipped out anyway.
So I'd say on the whole Motorola support SUCKS.
- Frank
I ordered a 360 once it got back in stock, then second guessed my purchase.
I decided I would cancel the order, so I tried to find a way to cancel on their site, there was no way. I then tried to wait for a live chat twice, both times I had to wait 40 minutes before it crapped out on me. It offered to let me email them, so I did, giving them all my order information and requesting a cancellation.
I didn't hear back for days, so I called them up, they said they would push through the cancellation, they didn't. I then got an email back from the email I sent them, they said they are still working on it. A few days later I see the charge hit my card, so I call them up, they assure me that they are going to cancel the order and I told them that is what they said last time.
I get an email back saying to call their line (of course not providing me with a phone number) because they cannot cancel the order.
Two days later the watch arrives.
Fortunately I like the watch but their customer services is the epitome of disorganized and utterly inept. Multiple phone calls, emails, etc. and they cannot do something as incredibly basic as cancelling an order.
ChodTheWacko said:
So I'd say on the whole Motorola support SUCKS.
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Pretty much sums up my experience so far!
Motorola customer support has gone into the toilet so fast it's stunning. I'm currently in the middle of a 90 minute (So far) phone hold trying to get a return label that I've already requested and been promised TWICE.
Phone support has moved from the US to somewhere else, simple requests are not understood or acted on, and I get transfered around to get the most basic things done.
It's honestly become as bad as trying to cancel Sirius radio, which anyone who has been through knows is the lowest form of customer support. A stark contrast from last winter when they did a rush build and overnight shipped my fiancee's Moto X to get it to me by Christmas *without being asked to do so*.
Meet the "New, New Motorola". Not to be confused with the "New, Old Motorola".
Did you guys ever try the live chat?
https://motorola-global-portal.custhelp.com/app/mcp/service/p/2815,9141
Worked great for me!
*delete*
I use to not deal with any company that had their support based overseas. Unfortunately today that is getting harder and harder to find. Taking jobs out of America because they don't want to pay a decent wage, and dealing with "scripted" responses to technical issues is not a way to run a company IMO.
I called customer care today to ask, when I can expect the moto 360 to be back in stock, as it was out of stock, he said I can buy it from ebay as he saw its available on ebay but a bit expensive from store... lol
Moto support, in my opinion used to be pretty great before the lenovo deal was announced. I had the front facing camera delamination issues with my Moto X, 3 different times, on 3 different phones. The first time I called, they sent me a code for a new moto x, and a free portable charger. The second time, I just sent them an email, and the next day they sent me a code for a new moto x again. The third time however, which was about a month ago, I sent an email first, and got no response. Then I tried the chat thing, and sat in a queue for 30 minutes, and then when I was number 1, it told me no one was available and disconnected me. I sent another email to their automated support and still got no response. I finally found a different email address on their facebook for support, which seems to goto American employees. I sent an email to that address, the next day a rep called me, and I had a new phone on the way to me. If you are having customer support issues don't give up just yet. Try contacting them here: [email protected]
I reached out to AT&T twice on this matter. Two different stories were told to me.
The pictures are the transcript from my chat with AT&T. Afterwards, I called the corporate store in Orlando where I purchased my two note's and the subsequent replacements, and I was told I have one month to decide.
jdyowa said:
The pictures are the transcript from my chat with AT&T. Afterwards, I called the corporate store in Orlando where I purchased my two note's and the subsequent replacements, and I was told I have one month to decide.
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my second chat session....
Steve: Hello! How may I help you today?
Steve: Hello, Jeff, thanks for chatting in! What do have the pleasure of assisting you with today?
Steve: I haven't heard from you for a while, Would you like to continue chatting?
jeff: I was chatting earlier about my note 7 and this "voluntary recall" or whatever. Well, since there isn't anything close to the note 7 I asked how long I had to decide to trade it in. And the chatter told me "you have all the time you want, AT&T is doing for your safety, as soon as you di it, you can get a new phone". Which is a confusing sentence but implies I can take all the time I need. I called the AT&T store that I bought it from and they said I have 1 month to decide
jeff: So which is it? I haven't received a text or email from AT&T about this second recall at all. It's almost as if you want us to not know
Steve: I do apologize, I will do my best to get you the correct information! I know this situation is very frustrating and we are trying to help all our customers get replacements for that note 7!
jeff: Unfortunately, there really isn't a proper replacement. Nothing comes close to doing what the Note 7 does. The S7 edge is already six months old with another one a few months away
Steve: I understand! I'm going to get a specialist on this chat that will totally be able to assist you with getting you that replacement! One moment while I connect them!
Steve has left the chat
You are being transferred, please hold...
Steve: Our agents are currently assisting other customers. Please wait and the next available agent will assist you.
jeff: okay
Agent David enters chat
jeff: Anyone there?
David: I will be more than glad to assist you today
jeff: I was chatting earlier about my note 7 and this "voluntary recall" or whatever. Well, since there isn't anything close to the note 7 I asked how long I had to decide to trade it in. And the chatter told me "you have all the time you want, AT&T is doing for your safety, as soon as you di it, you can get a new phone". Which is a confusing sentence but implies I can take all the time I need. I called the AT&T store that I bought it from and they said I have 1 month to decide
jeff: So which is it? I haven't received a text or email from AT&T about this second recall at all. It's almost as if you want us to not know.
David: please allow me a few minutes to check your account to see what is happening
David: my manager will set up the special notes on the account so you can go to the store and exchange the phone to another brand phone Jeff
jeff: Okay, but how long do I have to do this, is the question? Me and my wife have already gone through this once, and I know it's not AT&T's fault, but the l closest thing is the LG V20, which isn't out yet, I would keep this phone except I assume there won't be updates.
jeff: Let's not forget the $160 in accessories I purchased elsewhere that are of no use now. Thank you samsung
David: I can understand Jeff
David: there is not a date limit to exchange the device
David: limit date *
jeff: I think someone needs to get the message out to the stores. They are the ones we have to deal with. Personally, I'd wait until march when the next S8 comes out.
David: you can wait for the new S8 Jeff
jeff: And what do I do if I wait for it and then the local store says too bad?
jeff: I'm not trying to harass you. I'm just frustraded with the info from the store
jeff: *frustrated
David: I am talking with my manager , the recommendation that he is giving us is to exchange the phone as soon as possible because samsung can change the rules of this exchange program
David: so, there is not limit date
David: however the conditions can change due to samsung policys
jeff: So am I at least safe until the LG phone comes out?
David: let me check
David: Could you please tell me the model of the LG will you like ?
jeff: V20
David: Thank you.
David: It will be release this month
David: released *
David: so you can wait to have that device
jeff: Okay, I guess I will wait on that. I'll wear a bomb proof suit.
David:
David: all this samsung issue its a very bad thing Jeff
jeff: Yeah, they screwed the pooch on this one
David: Yes, that is correct.
jeff: It's sad because it's the best phone I've ever used. Oh well, Thank you
David: however , you can wait until the new lgv20 is released
jeff: okay
David: I apologize for all the inconveniences with this exchange program Jeff
jeff: Not your fault. Thanks for the help
David: You are so welcome.
David: Is there anything else I can help you with?
jeff: No. That's it
David: it was a great pleasure to assist you today , have a wonderful day
jeff: u2
David: take care
David: thank you
David: bye
Thank you for chatting with us today. The agent has left this conversation. For further questions, please click the chat button located on the right side of the screen.
The first Steve sounded... not too smart... lol... but basically there's three stories now... you have all the time you want according to Steve, the stores say a month, and you have David saying it's not up to AT&T but Samsung. For now, no end date but if Samsung changes the return policy, you could be screwed in no time..
Bleh... I think I'll play it safe and return my own one for my old Note 4 for the time being. I am thinking of checking out the V20, but I also know I wont be able to upgrade for at least a year if I do so. My wife is thinking about the S7 Edge, but same story there, she wont be able to upgrade for a year (at least she gets the 100 bucks credit). I could wait until the S8 comes out but I don't care for the S series really anymore, the screen is a bit too small and I want the pen (plus in the two weeks I used the Edge as temp device, I experienced frequent lagging on the Edge on the same apps that are flawlessly on the Note 4, go figure), so I would have to wait until (if) Samsung ever comes out with something resembling the Note 8 again. Sure, they likely will, but there's no guarantee they do... what to do what to do..
Hi everyone,
I wanted to tell you that Samsung Online Shop has a card up their sleeve if you get into a discussion with their support and seem unhappy or find an error in their system.
I made a pre-order with S9+ trade-in and used a split payment option. After a couple of days I noticed that I did not select the Samsung Upgrade and if I do it does not change the price and the customer must take a split payment anyway. I talked to Samsung Support and asked if we can change it without making problems with the split payment which has already been confirmed. At first we had a small argument that it is not possible to order with Trade-in and Samsung UP combined. I provided them a screenshot via email that it is possible and they cancelled my pre-order so that the split payment provider does not have a problem with me. I made a new order including Trade-in, Samsung UP and the support guy sent me a link to generate a code for a wireless charger. I generated it, added into the cart and ordered. After two hours I got an answer via email to the screenshot that I have sent earlier and got another code for the wireless charger (yay). The trick is that the code can only be used when you order a S20 so I played the game and wrote back that the code came to late and cannot be used because the order has already been placed. Samsung support employee wrote back that they will add it to the order but it needs to be forwarded to another department, sales department/customer relations I assume. After 3 days I asked if there is any status update for my case and an employee answered me kind of rude and off the topic. I politely answered and explained what is the case and why her answer is not accurate, and another Sales/CR person contacted me, apologized and assured me that the charger will be added but it takes some time because the order is already placed. I answered nicely that I understand, everyone can make an error and that even if they forget it because of the amount of pre-orders I will inform them nicely. They thanked for the good words.
So now I have a double proof for my second charger and I hope they forget it so that after I get my S20 I can ask them: Hey, where is the charger you have promised? Hopefully they will send it and give another code to say sorry
TL;DR: Samsung Support has an option to give the customers a free Wireless Charger to a S20 pre-order if you play your cards right. If you get lucky then maybe you can get two but I will let you know if it worked.
buddy66 said:
Hi everyone,
I wanted to tell you that Samsung Online Shop has a card up their sleeve if you get into a discussion with their support and seem unhappy or find an error in their system.
I made a pre-order with S9+ trade-in and used a split payment option. After a couple of days I noticed that I did not select the Samsung Upgrade and if I do it does not change the price and the customer must take a split payment anyway. I talked to Samsung Support and asked if we can change it without making problems with the split payment which has already been confirmed. At first we had a small argument that it is not possible to order with Trade-in and Samsung UP combined. I provided them a screenshot via email that it is possible and they cancelled my pre-order so that the split payment provider does not have a problem with me. I made a new order including Trade-in, Samsung UP and the support guy sent me a link to generate a code for a wireless charger. I generated it, added into the cart and ordered. After two hours I got an answer via email to the screenshot that I have sent earlier and got another code for the wireless charger (yay). The trick is that the code can only be used when you order a S20 so I played the game and wrote back that the code came to late and cannot be used because the order has already been placed. Samsung support employee wrote back that they will add it to the order but it needs to be forwarded to another department, sales department/customer relations I assume. After 3 days I asked if there is any status update for my case and an employee answered me kind of rude and off the topic. I politely answered and explained what is the case and why her answer is not accurate, and another Sales/CR person contacted me, apologized and assured me that the charger will be added but it takes some time because the order is already placed. I answered nicely that I understand, everyone can make an error and that even if they forget it because of the amount of pre-orders I will inform them nicely. They thanked for the good words.
So now I have a double proof for my second charger and I hope they forget it so that after I get my S20 I can ask them: Hey, where is the charger you have promised? Hopefully they will send it and give another code to say sorry
TL;DR: Samsung Support has an option to give the customers a free Wireless Charger to a S20 pre-order if you play your cards right. If you get lucky then maybe you can get two but I will let you know if it worked.
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Nice? How did u chat with them? Thru shop Samsung app or on Samsung.com? I wouldn't mind trying this because I had so many issues over night trying to order 2 of the Sprint S20 Ultras
Wacky2bakky said:
Nice? How did u chat with them? Thru shop Samsung app or on Samsung.com? I wouldn't mind trying this because I had so many issues over night trying to order 2 of the Sprint S20 Ultras
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I chatted with them on Samsung Website and written some mails via their E-Shop address. Good luck mate