The most stationary of all stationery items, scissors hate to be hurried. I learned this as a child. You did too, probably. Don't run with scissors. A clear and simple instruction. Pencils, glue, staples... no problem. For them, like us, it's a finite existence. Time is short so don't dilly dally. But don't run with scissors.

Wednesday, 11 March 2009

o2 - see what you can do...

O2 cut me off this morning. Not me personally, my iPhone – I couldn’t make calls or send texts. After several attempts I finally got through to someone at O2 customer service who was able to explain the problem.

It transpires that for reasons best known to them, someone at O2 decided that rather than collect the payment for my bill via direct debit, they would cancel the direct debit, not ask for payment and suspend my service.

The woman at O2 I spoke to was a bit bemused by all of this. “I can see from here that we haven’t tried to take the payment,” she said. “It doesn’t make sense.”

Quick as flash, she sorted everything out – phone working fine and as a grovelling apology (sorry, I mean goodwill gesture) she credited my account with £10.

As pissed off as I was that they’d dropped the ball and I ended up not being able to use my phone, I couldn’t fault the way my problem was fixed.

I recently interviewed a WStore customer who – on the subject of customer service – said that he cares less about mistakes than he does about the way mistakes are dealt with. And don’t we all.

Well done O2!


Dan Lazarides said...

Lovely! I just randomly lose O2 service altogether for days on end due to "infrastructure issues". It's beginning to drive me mad.

Great work O2!

Sean Fleming said...

I wonder what "infrastructure issues" might be code for? The telecomms equivalent of leaves on the line, perhaps..?