Now generally, any post regarding customer service on this blog would be thoroughly negative. However, I had a very good experience with an O2 tech support guy today (O2 are my local mobile phone network provider).

I’m on a phone contract where if I top up my mobile by £10.00/month, I recieve 300 free text messages. For the past couple of months, although I have been topping up, I have not been receiving my free items. After a couple of quick emails, this is what I recieved:

Dear David,

Thank you for contacting O2 Customer Service.

I apologise for any inconvenience that you may have experienced.

Due to a temporary system problem, the free allowance had not been credited to your account.

I have now activated the free allowance on your account. Your next allowance will be credited to your mobile within the next 24 to 48 hours. Henceforth, your anniversary date will be on the 6th of every month. Please remember to top-up every month at least 48 hours before this date.

You should have received your free allowance on 09/03/05. Between then and today, you have sent text messages worth £8.2. I have now credited your calltime with this amount as a goodwill gesture.

So, not only did they sort out the problem, they also credited me for the cost of my texts from the previous month. I’m impressed with the speed of their replies (within 12 hours), and I think that level of support is more than acceptable. Congratulations on another happy customer O2!