o2 an example to us all.

I have been an o2 customer since the iphone 3g arrived, my wife for considerably longer. I have always been pretty happy with the coverage and the customer service but we have recently moved in to the middle of nowhere to start a new life in the country. Needless to say, when we knew we were moving we decided to check the coverage offered by o2 in the vicinity of the new house and their maps suggested it was ‘standard’.

So, we moved and it turns out that coverage is far from ‘standard’ it is totally non-existent.

We left it for a couple of weeks to be certain that it wasn’t just freak weather, maintenance or other ‘temporary factors’ that the operator may choose to use as an excuse as to why we weren’t getting any service. Then we wrote to them explaining the situation, the importance of having reception at home and the fact that we had re-signed contracts (one 18 month, one 24 month, both with 12 months to run) on the basis that we would be able to use the phones when we moved.

We posted the letter and waited for the arguments to start.

These days it’s so often the case with large companies that terms and conditions and contract become things that you wished you’d read in more detail and thought about what may go wrong in the future.

After a couple of weeks we spoke to o2, they apologised for not getting back to us, and emailed us both PAC codes by return. No talk about fees for releasing us from our contracts, no talk about subsidies to buy our iPhones, just PAC codes.

How surprised was I?!?

The interesting thing about their behaviour is that despite the fact that we were leaving, and so they had no hope of getting any further revenue from us they still did the decent thing! However since leaving I have recommended 3 people to join O2 and will continue to do so!

Thanks o2.