[access-uk] Re: An O2 story with lessons to be learned

Hi Jackie, 

Thank you for sharing that horrific story with us! 

I can kind of empathise with your story as once my phone needed repair and 
although I told o2 not to interfere with the assistive software guess what,  
just what they did, wipe it I mean!! 

I was lucky that my Talks supplier replaced it no problem without a charge. 

I have to add in fairness that I find o2 great apart from that incident. 

Anyway well done on your perseverance in getting your problem satisfactorily 
resolved. 

Tony
  ----- Original Message ----- 
  From: Jackie Cairns 
  To: access-uk@xxxxxxxxxxxxx 
  Sent: Thursday, February 24, 2011 9:23 AM
  Subject: [access-uk] An O2 story with lessons to be learned


  I hope the moderator will forgive a long post, though I will try to make it
  as brief as possible given it is a complex story that requires the major
  points only for this purpose.

  In December, I switched from Vodafone to O2 because I get a better signal
  with O2 over here.  I was reluctant to do so as I had been with Voda for
  many years, but I got a decent Simplicity tariff from O2, and that was fine.

  Unfortunately, however, when I went to replace a SIM card in my N82, the
  holder in which it sits came off in my hand, and I was unable to put it
  back, so therefore couldn't get the card to lie in its slot so it could
  connect.

  I took the phone to my nearest O2 dealer, explained what had happened, and
  specifically requested they did not touch the software on it, merely
  repaired the SIM card holder.  They knew it was an unlocked and unbranded
  phone.  Now this is a very important point.

  One week or so later, their Repair Centre rang to say that the phone could
  be fixed if I was willing to pay £28.81.  I asked if the SIM card holder had
  been fixed, and that everything else on the phone was as I had left it, that
  is, Talks etc.  They said it was, so I paid the fee.

  When the phone came back a week later, I was shocked to discover an N86,
  locked and branded to O2, sitting in a flimsy box.  I contacted the store
  and Repair Centre at this point.  I was told that O2 do not accept unlocked
  and unbranded phones for repair, and that mine had either been lost,
  destroyed, or flashed, meaning my software had been wiped.

  A very long and drawn out period then ensued.  The Store Manager, who had
  been initially very helpful, suddenly went on leave following a bereavement,
  and his Area Manager took over, a less helpful person.  I refused to accept
  the N86 given it was locked, branded and refurbished, and didn't even come
  with a charger which is different to that on an N82 anyway.

  I sought legal advice, and that got things going in my favour.  Yesterday,
  the Area Manager received the letter I had been advised to write and copy to
  various departments of O2, so they were willing to listen to reason.  Glenn
  Tookey at S and S had given them costings for an N82 that he still has a few
  of, plus putting Talks onto a phone etc, but they weren't really interested.

  During a conversation I had with the Area Manager yesterday, where I advised
  him he had to settle the dispute within 14 days, he said he wished he could
  give me any handset, but was limited in what he could offer.  He happened to
  say: "I'd give you an iPhone, Blackberry, anything if it was helpful to
  you".  When he said iPhone, I decided instantly that it would be my best
  route.  I've always resisted going down that road, and am happy with my iPod
  Touch.  But when he offered me an iPhone fourth generation 32GB, with my
  current Simplicity tariff plus an extra five quid for an unlimited data
  plan, I took it.  He didn't know about VoiceOver, and wondered how a blind
  person would use an iPhone, which is why he'd never offered me one in the
  beginning.  I explained how it works, and that Apple has a commitment to
  accessibility.

  So everyone, the moral of this story is that if you have problems with an
  existing Nokia phone which contains your Talks or K-Reader software, don't
  assume it will go to Nokia to be repaired as I did.  Don't also assume that
  a carrier like O2 will accept an unlocked or unbranded handset, because they
  don't.  And be prepared for a run-around if it goes wrong.

  I am not keeping too well at the moment with my back, and this took a lot of
  energy and stress to deal with.  But I made O2 give me something suitable in
  the end.  I could have stuck with the refurbished N86, but I already have an
  N86.  I felt that taking the iPhone for £20 a month on my current tariff
  with the inclusion of unlimited WiFi and Hotspots, 600 minutes and unlimited
  texts on a SIM only contract was the best I could get.

  So, as my iPhone is coming within the next few days, I'm going to join those
  of you who are working your way through the steep learning curve to use it.
  An iPod Touch is one thing, but an iPhone is a bit more than that, so I'll
  certainly welcome any help if I shout for it.

  Sorry for such a long rant, but there are things worth noting as I've
  discovered over recent weeks.

  Kind Regards,

  Jackie Cairns
  J&M Work-Ability

  jandm@xxxxxxxxxxxxxxxxxx
  www.work-ability.co.uk

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