O2 The Great Coverage Scam

To: O2 Complaints Review Service, PO BOX 302, DUNSTABLE, LU6 9GN 22 March 2009

Dear Sir

RE: Your coverage and repeated complaints regarding this

With reference to:

• Account holders: XXXX and YYYY
• Mobile phone numbers: +44 (0) 75 4548 xxxx and +44 (0) 75 1571 xxxx
• Daytime phone number: +44 (0) 75 4548 xxxx and +44 (0) 75 1571 xxxx

Details of our compliant:

We have called you and notified you in writing by email that there is no coverage at our house. Your service personnel have repeatedly assured us that there is coverage. On pressing them and insisting that there isn’t any coverage we have been referred to some sort of “future connections” team who have then assured us that there are no plans to provide coverage at our home.

This lack of planning does not surprise us given that you insist that there is coverage already.
We have now surveyed our entire village and the adjacent villages and see that you provide no coverage to O2 customers along a significant stretch of the A694, including Hamsterley Colliery (and East almost to the A1), no coverage in Blackhall Mill and very patchy coverage for a radius of about 3 miles from our postcode.

Your lack of coverage is very very frustrating, there are probably 10,000 people living in the area described, and you tell us you are not planning to give us any coverage and that in fact we are adequately covered. We are not.

Suggestion to put things right:

1) Properly provide coverage of the area desacribed as early as possible.
2) Do not allow your customer services staff to refute a customer complaint that there is no coverage with an assertion that there is. When such a situation occurs do not refer customers to a team that purports to be planning coverage for an area you assert is already covered.
Thank you.

P.S. This and other comments about your service will be posted to my website: http://waggingthedog.wordpress.com

Tags: arrogance, disdain for customers, misleading, poor customer service, poor service, poor training