How To Lose A Loyal Customer. A Case Study.
Regular readers may have seen a few posts about how great O2 customer service has been for me.
My original post: http://www.jonathanmacdonald.com/?p=2474
My follow-up post: http://www.jonathanmacdonald.com/?p=2950
A few days ago I logged into the O2 site to see what data bundles they had for international travel. Only last week I had upgraded online to an iPhone 3G (I tried originally when it came out but my request online didn’t get responded to). Since then I convinced myself I needed a Nokia N958GB but the App Store lured me back.
I was willing to pay up to £50/month to ensure that I could always access my mails and attachments all over the world.
When I looked to attach a bundle onto my account, I noticed I had a choice of accounts. One with my mobile number (that I have had for years) and another with a number I had never seen before.
Using the ‘email us’ link I contacted customer support, asking how this could be, confident in the great service I had previously encountered.
This is what they said:
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So basically I had 2 options: return the phone or buy a Pay & Go phone.
Erm….right…so here was my reply:
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And they said this:
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There ya go. Just like that. Phone denied.
I thought about it overnight and sent a final message:
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So roll on July. I guess my heavy domestic and international usage just wasn’t enough.
Rigid policies treat everyone in the same way – regardless of actual value (monetary or influential)
FAIL.
Next.
Next time I see you ask me about Vodafone's business dept and their FAIL that lasted 6 weeks…
Great fail tail!
D