The O2 customer service debacle

Here is a transcript of the `live chat’ between a friend of mine and O2 phone (customer service), regarding the PAC number. It’s a case of O2 giving the run-around..?!  This live-chat seems to have taken almost 2 hours (say my friend HJW, who is not at all a happy customer!)

-Mani

“Welcome to O2. Someone will be with you soon.
We’re really busy right now. Thanks for waiting.
You’re through to O2 : Sumy.
O2 : Sumy: Hi I’m O2 : Sumy. How can I help?
HJW: Hi, I want a Port Authorisation Code please (PAC). Thanks
O2 : Sumy: Sure, I’ll validate your account and assist you.
O2 : Sumy: Is 0778xxxxxxx the number you need help with?
HJW: Yes
O2 : Sumy: Can you tell me your full name as it is on your account?
HJW: HJW
O2 : Sumy: Please can you tell me the 3rd and 4th character of the answer to your security question?
HJW: a and d if I remember correctly…
O2 : Sumy: Your security answer starts with “U”.
HJW: OK, then it might be i and c
O2 : Sumy: Perfect.
O2 : Sumy: In your security details the answer is there but no security question. Would you like me to update it for you?
HJWd: No, don’t worry!
O2 : Sumy: Okay.
O2 : Sumy: Please wait while I transfer the chat to our support team. They’ll assist you further.
I’m just going to transfer you to O2 Shop.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
You are now chatting with Rick at O2 Shop.
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks.
Rick: Hi I’m Rick. How can I help?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks.
I’m just going to transfer you to O2 Service.
We’re really busy right now. Thanks for waiting.
You are now chatting with O2 : Dan at O2 Service.
O2 : Dan: Hi I’m O2 : Dan. How can I help?
O2 : Dan: Are you still there? What can I do for you?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks.
O2 : Dan: Sure.
O2 : Dan: I’ll be happy to help you.
O2 : Dan: Please help me with your number.
HJW: 0778xxxxxxx
O2 : Dan: Thanks.
O2 : Dan: Please can you tell me the 3rd and 4th character of the answer to your security question?
HJW: i and c
O2 : Dan: Thanks.
O2 : Dan: Can you tell me your full name as it is on your account?
HJW: HJW
O2 : Dan: Thanks.
O2 : Dan: Let me transfer this chat to the concerned team
I’m just going to transfer you to O2 Shop.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
You are now chatting with Hannah at O2 Shop.
Hannah: Hi I’m Hannah. How can I help?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx  name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!
Hannah: I’ll help you with it.
Hannah: Please allow me to check your account.
I’m just going to transfer you to O2 Service.
You are now chatting with O2 : Farhan at O2 Service.
O2 : Farhan: Please can you tell me the 3rd and 4th character of the answer to your security question?
O2 : Farhan: I’ll be happy to help you.
O2 : Farhan: Hi I’m O2 : Farhan. How can I help?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!I’ve now spoken to Sumy, Rick, Dan and now Hannah…
O2 : Farhan: Please online while I transfer you to our retention team as they’ll help you with the PAC code.
I’m just going to transfer you to O2 Shop.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
You are now chatting with Di at O2 Shop.
Di: Hi I’m Di. How can I help?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!I’ve spoken to: Sumy, Rick, Dan, Hannah and now Farhan!!!
I’m just going to transfer you to O2 Service.
We’re really busy right now. Thanks for waiting.
You are now chatting with Nigel at O2 Service.
We’re putting you through to the right person, won’t be long.
You’re through to O2 : Finley.
We’re putting you through to the right person, won’t be long.
You’re through to O2 : Ryan.
O2 : Ryan: Are you still there? What can I do for you?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!I’ve spoken to: Sumy, Rick, Dan, Hannah and now Farhan!!! And lastly Diane, I now want to speak to a manager, someone in charge who can sort this crazy nightmare. Been on for at least an hour and I AM NOT GIVING UP TILL I GET MY PAC NUMBER.
HJW: are you still there?
O2 : Ryan is having technical problems and can’t chat. Hold on while we put you through to someone else.
You’re through to O2 : Arlen.
O2 : Arlen: I’ll just connect you to the support team and they will help you with this.
HJW: I’ve been here before….
I’m just going to transfer you to O2 Shop.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
We’re really busy right now. Thanks for waiting.
You are now chatting with Rick at O2 Shop.
I’m just going to transfer you to O2 Service.
You are now chatting with O2 – Amily at O2 Service.
O2 – Amily: Hi I’m O2 – Amily. How can I help?
HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!I’ve spoken to: Sumy, Rick, Dan, Hannah and now Farhan!!! And lastly Diane, I now want to speak to a manager, someone in charge who can sort this crazy nightmare. Been on for at least an hour and I AM NOT GIVING UP TILL I GET MY PAC NUMBER.
O2 – Amily: I’m extremely sorry for the trouble you had to face.
O2 – Amily: Let me check your account and help you with this.
HJW: Please can I have a PAC number?
O2 – Amily: Please allow me a minute, while I transfer your chat to my retention team, they’ll help you with the PAC code.
I’m just going to transfer you to O2 Shop.
We’re really busy right now. Thanks for waiting.
You are now chatting with Merwyn at O2 Shop.
Merwyn: Hi I’m Merwyn. How can I help?

HJW: Hi, I urgently need a Port Authorisation Code please (PAC). Thanks. I keep being transferred from service to shop and back again….not happy. number 0778xxxxxxx name HJW, and yes again i and c third and fourth letters of answer to security question…just trying to save time. PLEEEEASE don’t transfer me again!I’ve spoken to: Sumy, Rick, Dan, Hannah and now Farhan!!! And lastly Diane, I now want to speak to a manager, someone in charge who can sort this crazy nightmare. Been on for at least an hour and I AM NOT GIVING UP TILL I GET MY PAC NUMBER. V fed up now, I shall cancel my contract asap in person and publicise the appalling experience I have had wherever possible…

Transferred to 02 service yet again – 2 hours of fun!!!”

(reproduced with my friend HJW’s permission)