From 1f9c6e62e05fb08bb8039859df3f76679046031e Mon Sep 17 00:00:00 2001 From: dakkar Date: Fri, 2 Aug 2013 10:21:01 +0100 Subject: o2 pac --- src/o2-pac/.gitignore | 2 + src/o2-pac/document.en.rest.txt | 209 ++++++++++++++++++++++++++++++++++++++++ src/o2-pac/du2html.xsl | 1 + 3 files changed, 212 insertions(+) create mode 100644 src/o2-pac/.gitignore create mode 100644 src/o2-pac/document.en.rest.txt create mode 120000 src/o2-pac/du2html.xsl (limited to 'src/o2-pac') diff --git a/src/o2-pac/.gitignore b/src/o2-pac/.gitignore new file mode 100644 index 0000000..08d33d4 --- /dev/null +++ b/src/o2-pac/.gitignore @@ -0,0 +1,2 @@ +/document.en.du.xml +/document.it.du.xml diff --git a/src/o2-pac/document.en.rest.txt b/src/o2-pac/document.en.rest.txt new file mode 100644 index 0000000..8ec1ded --- /dev/null +++ b/src/o2-pac/document.en.rest.txt @@ -0,0 +1,209 @@ +===================== +Getting a PAC from O2 +===================== +:CreationDate: 2013-08-02 08:15:04 +:Id: o2-pac +:tags: rant + +I used O2 for my mobile phone; it was "good enough", although I really +disliked their practise of modifying webpages and recompressing +images. So when 3 came up with a decent pay-as-you-go tariff, I moved +to them. After getting the new SIM, I had to obtain a PAC from +O2. Their website says you can only do it over the phone, but several +people I know have managed to get it via the "live chat" on the +website. So I tried; this is the full transcript. + + *Welcome to O2. Someone will be with you soon.* + + *You're through to 'O2 - Penelope'* + + **Penelope**: Hi I'm O2 - Penelope. How can I help? + + **Gianni**: Hello. I need a PAC. + + **Penelope**: I'm sorry you're thinking of leaving us. + + **Penelope**: May I know the reason of leaving us? + + **Gianni**: the mobile data connection modifies web data (some + javascript is injected, and images are re-compressed) + + **Penelope**: Alright I respect your decision. We've a separate team + to generate your PAC, I'll help you with the number. + + **Penelope**: To get your PAC code you’ll just need to call 4445 + (25p per call) from your mobile or 0844 809 0222 from a land line + and pick option 3 then option 2. We are open 8am to 8pm Monday to + Saturday and 10am to 6pm Sunday. + +I hadn't realised that you had to pay for the privilege of leaving! + + **Penelope**: Is there anything else I can help you with? + + **Gianni**: Is there really no other way than on the phone? I have + serious problems understanding people over the phone. + + **Penelope**: Gianni I do understand your problem, if I were be in + your place I feel the same. + + **Penelope**: Please understand there's no way except this, I hope I + could do this for you. + + **Gianni**: Can I go to an O2 shop and get the employees there to + phone for me? + + **Penelope**: Gianni our concerning team have different tools and + different authorities from us and from all to generate the + customer's PAC. + + **Penelope**: I'm sorry O2 shop can't give you PAC code, as they + don't have access for this. + +Note that she apparently misunderstood my question: I had asked if the +people at the shop could phone the PAC service for me! + + **Gianni**: can you give me any point of contact to complain about + this state of affairs? + + **Penelope**: Just a moment please. + + **Penelope**: Gianni I'll transfer your chat to my supervisor, is it + fine for you. You can explain your all situatios to them. + + **Gianni**: ok + + **Penelope**: Just a moment please. + + *Hold on. You're being put through to Yamini.* + + *You're through to 'O2 - Yamini'* + + **Yamini**: Hi Gianni. + + **Yamini**: How can I help you? + + **Gianni**: hello. + + **Gianni**: I need a PAC; Penelope has kindly explained that I can + only get it over the phone. I have serious problems understanding + people on the phone. I'm sort-of resigned to it, but I want to know + who can I complain to, about this state of affairs. + + **Yamini**: I'm sorry for the trouble but this is the process that we follow. + + **Yamini**: Please help me with few details so that I can transfer + the chat to the escalations team. + + **Gianni**: What will they do? + + **Gianni**: Can they help me lodge a written complaint? + + **Yamini**: They will take your complaint and help you. + + **Yamini**: Can you tell me the current calltime balance and what + you get free when you Top-Up? + +This is considered authentication? Anyway, I answer… then: + + **Yamini**: Thanks. + + **Yamini**: Please allow me a few minutes. + + **Yamini**: I am now transferring the chat to the escalation team. + + **Yamini**: Please stay connected. + + *We’re putting you through to the right person, won’t be long.* + + *You're through to 'Nikhat'* + + **Nikhat**: Hi I'm Nikhat from complaints support team. + + **Gianni**: hello. + + **Gianni**: I need a PAC; Penelope has kindly explained that I can + only get it over the phone. I have serious problems understanding + people on the phone. I'm sort-of resigned to it, but I want to know + who can I complain to, about this state of affairs. Yamini told me + you can help me lodge a complaint. + + **Nikhat**: Gianni, I'm sorry that you had to go through with + problems to get the PAC. + + **Nikhat**: I'll take your feedback about this. + + **Nikhat**: I'll also help you with the PAC. + + **Gianni**: Thank you. Now I have 2 complaints, then. + + **Nikhat**: Okay, please tell me. + + **Gianni**: Complaint 1: I've been told I could only get a PAC over + the phone, but it turns out it's not true. Please instruct your + customer-facing personnel better. + + **Gianni**: Complaint 2: even if you are a phone company, nowadays + people use phones for other things than calls; requiring a person to + use a voice call (a *charged* voice call) to obtain a service you + are required to provide may go against the Disability Discrimination + Act + + **Nikhat**: Gianni, advisors on chat can't generate the + PAC. However, as we're from the complaints department so we've the + authority to give you the PAC as you're facing problem in calling + us. + + **Nikhat**: I understand and really sorry for all that. + + **Gianni**: I understand that. The advisors (Penelope and Yamini) + still provided me with incorrect information. + + **Gianni**: They should just have said "you can do it over the + phone, or through the complaints department" + + **Nikhat**: Gianni, actually they were right as no one on chat has + the authority to generate the PAC. Its just we from the complaints + department who can give the PAC to the customers facing problems in + calling us. + + **Gianni**: you are on chat. you have the authority. But let's carry on. + + **Nikhat**: Yes, I've the authority to get the PAC generated for you + as I'm from the complaints team. + + **Nikhat**: I'm sorry if there was any misunderstanding between you + and two of our advisors. + +I'm pretty sure «there's no way except this» and «this is the process +that we follow» are quite hard to misunderstand. Also, how can people +say «no one on chat can do that; I'll do that now», on chat, and not +notice the contradiction? + + **Nikhat**: I understand that you've problems calling us so need not + worry as you're here online with a complaints team I'll get this + resolved by giving you the PAC. + + **Gianni**: thank you. + + **Nikhat**: Or you can give me your email address and I'll email you + the PAC within a couple of hours. + + **Gianni**: dakkar@thenautilus.net + + **Nikhat**: Thanks Gianni. + + **Nikhat**: Right now my supervisor isn't in so once he comes I'll + ask him to generate a PAC for you and I'll email you the PAC + immediately. + + **Gianni**: oh, I'm assuming this chat has been recorded on your + side. Be advised that it has been recorder on this side as well. + + **Gianni**: thank you again. + +The PAC arrived shortly afterwards, and the number was successfully +ported the next day. + +Short version: you don't need to call, you can do it on their chat +system, but your perfectly normal request must be escalated to a +complaint before it can be fulfilled. diff --git a/src/o2-pac/du2html.xsl b/src/o2-pac/du2html.xsl new file mode 120000 index 0000000..911609c --- /dev/null +++ b/src/o2-pac/du2html.xsl @@ -0,0 +1 @@ +../../templates/du2html.xsl \ No newline at end of file -- cgit v1.2.3