[access-uk] Re: An O2 story with lessons to be learned
- From: "Jackie Cairns" <jackie.cairnsplace@xxxxxxxxxxxxxx>
- To: <access-uk@xxxxxxxxxxxxx>
- Date: Fri, 25 Feb 2011 14:48:50 -0000
Hi Barry
Yes, I must admit, I felt like not so much putting someone through a window,
but just sort of defeated and tired of the whole thing, like why should I
bother any more? I had this sense of giving up, yet fighting and thinking:
"Why should I let those b****rds get away with it"?
Fortunately, I had all my contacts backed up on another handset, so that
wasn't a problem. It was losing Talks and the K-Reader licences that got me
at the time. But it's sorted now, and I'm going to put the iPhone onto the
Mac later to register everything and get VoiceOver turned on. The guy in
the shop couldn't do it and, in a way, I'm glad he couldn't because I don't
use PC iTunes, I use it on the Mac.
Thanks to everyone for your support, and hope we've all learned something.
A nice phone to hold though, even though it feels bigger at the moment, and
I like the Tuffluv leather flip case I bought from Play for it as well which
matches the one for my iPod Touch.
Kind Regards,
Jackie Cairns
J&M Work-Ability
jandm@xxxxxxxxxxxxxxxxxx
www.work-ability.co.uk
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Barry Toner
Sent: 25 February 2011 13:12
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Hi Jackie,
Sounds like a very stressful time indeed!
Having sent various phones off for replacements or repairs I've always,
always, always, always advised people to back their phone up using PC Suite.
No matter what your told in the store or ont he phone as soon as it hits a
Nokia Technicians bench it will be wiped. This appears to be part of their
standard troubleshooting procedure. Sure, it can be a software or firmeware
issue at times but it's an utter disgrace that they are allowed to do this
sledge-hammer approach (IMHO), to solving a problem witha phone. Imagine
if PC world or such like blew your PC/mac away, even if it was a Hardware
issue?
You've the same I phone as myself and the same plan with O2 that I have. So
by all means feel free to shout if you need assistance.
Glad it worked out reasonably well for you in the end but I am genuinely
feeling your pain. It's that kinda stuff that makes my normally calm self
slip and I fight the urge to put my head or someone elses through a plate
glass window! Lol
Barry
> -----Original Message-----
> From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
> Behalf Of Jackie Cairns
> Sent: Thursday, February 24, 2011 10:13 AM
> To: access-uk@xxxxxxxxxxxxx
> Subject: [access-uk] Re: An O2 story with lessons to be learned
>
> Hi Tony
>
> S and S were more than happy to restore my software, but the problem
> was that because O2 had lost, destroyed or damaged my N82 - they gave
> me various scenarios - it was going to cost £52 for a cross-phone
> transfer because Nuance require an IMEI number to which the software
> is tied. I think
> O2
> were hoping to pay nothing, or as little as possible, and because I
> wanted to get like-for-like and not have a branded phone, I stuck it
> out.
>
> It's very hard and stressful though, and you need to be determined and
> have your wits about you at all times. I sought legal advice from
> Trading Standards, and they were more than helpful.
>
> Anyway, with any luck, I've got a satisfactory outcome. I could have
> threatened to take O2 to a Small Claims court, where they may have had
> to pay me compensation for hurt feelings and all that. But, at the
> end of the day, I just wanted a phone that worked, not someone elses,
> and I felt that's what they were giving me, any refurbished half-baked
> piece of kit they could find.
>
> Still, hopefully sorted, but a real reminder to people to be extremely
> careful about sending in handsets to network carriers who are
> completely clueless, even if they appear to understand at the point of
> entry.
> Once the
> phone goes to the Repair Centre, not Nokia, you've had it!!
>
>
> Kind Regards,
>
> Jackie Cairns
> J&M Work-Ability
>
> jandm@xxxxxxxxxxxxxxxxxx
> www.work-ability.co.uk
> -----Original Message-----
> From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
> Behalf Of tony sweeney
> Sent: 24 February 2011 09:45
> To: access-uk@xxxxxxxxxxxxx
> Subject: [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 <mailto:jackie.cairnsplace@xxxxxxxxxxxxxx>
> 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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