Sep 12 2008
Following on from the stupid and pointless problems I had with the O2 Experience Store – more specifically its sister store at the top of Grafton Street and O2’s customer service department – I am giving time to their response yesterday, which I hope is the first reply before a further more considered follow up.
Firstly, I don’t want to seem petty. The root of my problem is simply a missing power cable for a Mac, so why am I blowing it all out of proportion, you might ask. Had I received decent customer service and had someone in O2 actually tried to help me sort out my problem when I first went to them, this entire fiasco wouldn’t even be a footnote on my blog. As it is, I had to resort to raised voices, almost an hour of standing around and waiting in-store and dealing with a ridiculous number of different people (gradually working my way up the chain of command) before gaining any satisfaction from O2.
Furthermore, just to illustrate the timeline and how this has escalated, it is now eleven days since I first went looking for my missing cable and only yesterday did I get a proper level of customer service from the company in the form of two telephone calls.
Yesterday morning, Thursday 11th, I received a phone call from O2’s Customer Service operative, John (his name may have been Patrick and I apologise for the vagueness but I was in work and dealing with some other things at the same time as his phone call). John apologised for not getting back to me sooner, but he had just received my email that morning (I sent it on Monday 8th). He apologised for the issues I encountered and assured me that one of the managers from the stores on Grafton Street would be in contact with me during the day. He was very pleasant and seemed genuinely apologetic and regretful for the experience I had. I thanked him and continued working.
Later in the day, Garreth, the actual manager from the O2 Store (50 Grafton Street) rang me. This is the same man I dealt with last at the O2 Store after working my way through two of his staff members and one faux-manager (Shane). He was very cheery and asked me about my day and if I was busy in work, etc. The small talk was pointless, but I understand he was trying to be contrite, so I played along.
He asked if Mactivate rang me back to sort out my issue last week. I pointed out that I did not get a return call from Mactivate but had to chase them up myself in order to get the power cable. He knew this already. So too, he knew that I had arranged a courier to collect the cable from Mactivate in Blanchardstown. He said that I should not have had to incur this cost (a wonderful exercise in stating the obvious) and that he would reimburse me for the cost of the courier, if I brought a receipt in to him. He also said he would come to some other arrangement regarding compensation for the hassle. I thanked him and accepted his offer to pay for the courier.
I then asked him if I would receive any further response regarding the other issues I mentioned in my email. He was unaware of the extent of my email and asked me to elaborate. I regaled him with my experience at his store with his staff and of their attitude and their reluctance to help me. He was unaware of these parts of my complaint, which bothered me because it was the bad attitudes and lack of customer service that annoyed me far more than the simple cost of a courier (as I write this I receive a fax from the courier firm we use with a copy invoice for €25.89). He said he would request the email and either come back to me on my other concerns. Again I thank him and now await a phone call or email with a satisfactory explanation for the apalling service.
Thus far, O2’s response has not been thorough and has taken far too long to resolve. I am happy that I received some satisfaction in the form of a genuine apology and an offer to pay for the courier. I am happy that they do realise the error in their ways. I appreciate they haven’t resorted to pointing the finger of blame at Mactivate, though I suspect the initial problem of a missing power cable did originate with them. Now I await a proper reply from O2, which might give some explanation as to how their staff could be so rude to me (and to other customers). I would also like to know why I had to get so angry, loud and stubborn before I could get any resolution. I am a generally calm individual and try to avoid conflict, but because of something as stupid as a missing power cord, I have been dragged into this ongoing debacle. And I have no intention of resting until I get a satisfactory follow up.
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Notes: Thank you to all the commenters on my previous post. It’s nice to see that people don’t think I’m being overly sensitive and do realise that I do have a genuine complaint. Thank you too to Damien for highlighting my issue.