[access-uk] Re: An O2 story with lessons to be learned
- From: Tristram Llewellyn <tristram.llewellyn@xxxxxxxxxxxxxxxxxxx>
- To: "'access-uk@xxxxxxxxxxxxx'" <access-uk@xxxxxxxxxxxxx>
- Date: Thu, 24 Feb 2011 09:43:42 +0000
Sounds like a very decent outcome all considered.
Regards.
Tristram Llewellyn
Sight and Sound Technology
Technical Support
www.sightandsound.co.uk
Mail:
Tristram: tristram.llewellyn@xxxxxxxxxxxxxxxxxxx
Technical: Support@xxxxxxxxxxxxxxxxxxx
General – info@xxxxxxxxxxxxxxxxxxx
Phone:
Support line: 0845 634 7979
Sight and Sound Technology Limited is a company registered in England and
Wales, with company number 1408275.
Sight and Sound Technology
Welton House North Wing
Summerhouse Road
Moulton Park
Northampton
NN3 6WD
VAT Number – GB 860 2121 66.
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Jackie Cairns
Sent: 24 February 2011 09:23
To: access-uk@xxxxxxxxxxxxx
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
** To leave the list, click on the immediately-following link:-
** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=unsubscribe]
** If this link doesn't work then send a message to:
** access-uk-request@xxxxxxxxxxxxx
** and in the Subject line type
** unsubscribe
** For other list commands such as vacation mode, click on the
** immediately-following link:-
** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=faq]
** or send a message, to
** access-uk-request@xxxxxxxxxxxxx with the Subject:- faq
______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email
______________________________________________________________________
______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email
______________________________________________________________________
** To leave the list, click on the immediately-following link:-
** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=unsubscribe]
** If this link doesn't work then send a message to:
** access-uk-request@xxxxxxxxxxxxx
** and in the Subject line type
** unsubscribe
** For other list commands such as vacation mode, click on the
** immediately-following link:-
** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=faq]
** or send a message, to
** access-uk-request@xxxxxxxxxxxxx with the Subject:- faq
Other related posts:
