Having paid for a service, whether you've been a long time customer, or this is your first time with a specific company, no one is overjoyed when something goes wrong. In cases like this you want a solution, you want help, you want someone to turn to. If you use your phone to contact your family back home, or mainly for business, it can be equally devastating when this form of communication comes to a halt. So the help that you need, the help that was promised to you when you signed your contract with O2, is the help you wish to receive. However, many expats, Germans, non Germans have had the same problem with O2 that you're probably having.
When it works, it's great, but when it doesn't you pretty much have to fend for yourself. Customer service is there for a reason, however, sometimes it makes you wonder if companies like O2 really should be hiring customer service representatives. Either way, you will still be left in the dark with no idea which way to turn in order to get the help you need. They'll hang up the phone, put you on hold for countless hours, only to hang up on you when you start talking.
The first problem that comes with O2's customer service is the fact that they hardly exist. When needing their assistance you have to be prepared to spend a large amount of time on the phone, tiring your hands and wearing out your ears to the tone of that wonderful music reminding you that all their agents are busy. And if finally you do get through to someone, keep in mind that you may have to bite your tongue, and express your issues with O2's service very calmly as you risk being hung up on, only to spend another couple hours on the phone trying to get through to someone again.
The nice, helpful tone you expect to get from customer service representatives rarely exist within the O2 community. Instead, you'll witness something harsh, something that makes you wonder why they even bother to turn up to work day after day. You'll even consider the fact that they perhaps like the thrill of arguing with you rather than helping you. And so, when it comes to getting answers to your questions, you may have to look elsewhere.
It's highly disappointing that O2 customers are often treated terribly by customer service representatives. One tip that might help in getting a better response is getting your reps name at the beginning of the conversation. This way, if you aren't satisfied or are disgruntled with the service that you have received you can file a complaint.