This is how it *should* be done!

Following my rant yesterday about problems getting some basic information out of First, here is an example on how customer care SHOULD be done. Not giving in, not letting your company be walked over… just solve customer problems in a polite way.

As I mentioned before, I got a new phone delivered yesterday – a new Nokia 2630. OK not the highest upgrade I could have gone for, just a little thing to keep me in touch. As you may recall, I tried to follow the upgrade path, to have the extra call credit added to my prepaid balance, and also have the introductory credit transferred from one sim card to the other, and have the redundant sim card disconnected. Upon trying this, I got an unexpected failure message, so I emailed o2 yesterday (you may recall from previous posts that I mentioned the helpful customer care when I contacted them last – see point 7 in this post).

Response came in this morning, with a text to my mobile to alert me to it’s arrival. They have said that I did qualify for the upgrade, and it will be arranged within the next 14 days. I sent them the further details required to move the SIM’s, and this will also be done later. Very polite service, using first names throughout, and sneaking in an upsale plug too! (This is how it should be done! It doesn’t just happen once, it’s been this way every time I’ve contacted them!)

So, what’s the bottom line of this? Well, the new phone cost me £24.95 plus £10 of calltime, which I use on calls. I also get 10% back of all top-ups made since the last upgrade (in addition to the usual 10% back every quarter) in calltime. The amount I’d amassed since the last upgrade was £21.50 – meaning the new phone will have cost me a net price of £3.45…