O2 Shop Ayr in Ayr | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Drove 30 minutes, paid for 1.5 hrs parking – only to walk straight back out of the store less than 3 minutes after sitting down!
Disappointed doesn’t even go close.
Had been super-impressed by the initial call and the welcome host at the door who was a fantastic advertisement for the brand and the store.
Explained that myself and my brother would be coming back in the following day to formalise the purchase (paperwork and so on) looking to buy 2 new iPhone 14’s but as we wouldn’t have a lot of time I’d decided to drive in to take enough time to discuss best options, models, tariffs etc.
The staff member serving went on to say – three times – I can’t open the account or look at anything if the account is in his name. Three times I explained I was the principle and only user of the (first) phone in question and had an authorised user password set up in order to speak about daily issues – but not changes of tariff etc. Hence why we’d both be coming in next day.
I had all the tariff usage date to hand on the app anyway – so I wasn’t looking for any data sensitive info.
I simply wanted to
1. Look at current tariffs available for us both
2. Look at models and options of iPhone 14
3. Get quotes
4. Check stock
5. Come back next day to do paperwork and pay.

Having talked about CUSTOMER SERVICE with the lovely welcome host – it might be an idea to point out that one of the first and most elementary rules of selling is to focus on what you CAN help with; as opposed to pointing out (three times) what you CANT do?

Especially when the client is more than aware of the restriction you are pointing out – multiple times?

Demeaning, disrespectful, off putting and completely unnecessary?

As such 02 lost the sales – we most definitely don’t be back.

Basic customer journey/welcome/sales training required sadly.

Thanks to the lovely staff member at the door – his welcome was exceptional. Only to be very very badly let down by his colleague.

Hopefully a lesson learned.

All the staff provide an excellent service, freely offered and in a very friendly manner. Very impressive. I’m as pleased with the service as a very pleased person can be.

The staff are first class so polite and helpful ….sorted my problem In no time with no fuss ….excellent