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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