[access-uk] Re: An O2 story with lessons to be learned
- From: "Jackie Cairns" <jackie.cairnsplace@xxxxxxxxxxxxxx>
- To: <access-uk@xxxxxxxxxxxxx>
- Date: Thu, 24 Feb 2011 12:02:18 -0000
Kevin, that's dead kind, many thanks.
My back, for what it is worth, will never get better due to the nature of
the disc condition I have. But it's being a right bugger at the moment,
and you have a choice between suffering pain all the time, or taking strong
medication that makes you feel crap and sleepy.
Oh well, onwards and upwards, I have lots to do and the spring is here ...
Well almost!! (smile).
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
Kevin Cussick
Sent: 24 February 2011 11:54
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Hi,
I hope your back is better soon I have a back problem and it makes you a bit
miserable some times.
Anyway the I phone is just a touch with an i phone app on it really.
It's a bit thicker and that's about it I have used both and don't really
find it much different,
I am sure someone will now come back and say I am wrong but I don't think
you will have any problem using this device your a switched on person Good
luck I and others will help if we can.
On 24/02/2011 09:23, Jackie Cairns wrote:
> 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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All The Best
Kevin Cussick
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