Starting up a new company is an exciting time, and there’s a lot of support for those looking to set out on their own and become their own boss. That makes it all the more frustrating when a company, like O2, who claim to have ‘communications to fit your business’ makes getting set up incredibly difficult.
I’ve been an O2 consumer customer for as long as O2 has been a company, and I can’t really remember a time when I’ve had any major issues with them. In fact, recent contact with them has been excellent, which makes it all the more annoying that O2 Business has awful customer service.
So where does O2 Business go wrong?
They don’t seem to understand modern small business hurdles
O2 naturally have a number of checks to ensure a customer has appropriate credit, but the inflexibility of this process left me in a position where I was without a mobile phone for the first month of trading. One part of the process requires a bank statement or utilities bill in the company name. As a brand new business a bank statement isn’t possible for at least one month, and having a home office means that a utility bill in the company name doesn’t exist. Despite explaining this to O2, and how not having a business phone for a whole month could be particularly damaging, they refused to be flexible, with the customer service rep showing complete apathy when asked why such a limiting process was in place. This credit check needs to evolve to take into account the way modern small businesses are set up.
They don’t seem to actually have any customer service
The very first email I received from the Teleweb Business Sales Team should have given me a hint as to how much effort they were going to put in to help me through the process. Apparently they’d been trying to get in touch with me all morning but couldn’t, odd really as I was in all day and there were no messages and missed calls. Since that point it was clear apathy was a standard setting. When chasing replies to emails, I’d find out the person I’d been speaking to was not in, there was no out of office alert, and no warning that they’d be away from their desk, despite knowing I’d be contacting them with further information on that day. If they’d said they were away for the day ahead of time, and simply reassured me they would be doing everything they could to help when they’d got back, I’d have been happy with that, and would have at least had my expectations managed appropriately.
They pass the buck
Calling to find out what’s happening was usually met with some excuse that I’d been given the wrong information from the person I spoke to last. It doesn’t fill me with confidence to know that half of the people I speak to at O2 apparently don’t know what they’re doing. Why not just apologise, say you’ll look into the delay and then just get on with sorting it?
They don’t do what they say they will
Apart from having to chase updates they’d promise to give, I’m still awaiting the protective phone case that comes as part of the contract. I’ve chased it three times now and each time I’m told it’s on its way, or that the person I spoke to before didn’t do what they were supposed to do. As a lease customer it’s vital I protect my phone, which I presume is why a case is provided. Therefore I’m particularly angry that despite taking the utmost care of my phone, there is now some accidental damage to the screen. This would have been prevented had O2 provided what they promised. Of course I expect O2 to cover the cost of the repair.
I will be putting in an official complaint to O2, I strongly believe that feedback is vital in ensuring any business improves. But they do have to listen. It’s clear they have severe problems with their staff having the desire to do their best for their customers, their colleagues on their consumer teams could probably help with that, and it’s clear their processes are very inflexible in helping modern small businesses with their communication needs.
O2 can learn from this, in fact any business can. It doesn’t matter if you’re an SME or big multinational, at the end of the day, your customer service and ability to provide what you promise is what defines you. Get that right and your customer will love you.