[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 12:25:08 -0000
Yes, I'm sure I will, it's just been a bit unexpected in the way it turned
out that's all. I just wouldn't want anyone else to hand in a phone with
their software on it thinking it'll come back as new, because O2 told me
their policy is to flash all phones when they reach the Repair Centre. If
I'd known that, I wouldn't have sent it in. But at least I still have my
own N86 on which my K-Reader and Talks reside, and all my contacts are
backed up, so I never lost those anyway.
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
Mann, Madleen
Sent: 24 February 2011 12:10
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Very well done jackie I'm glad you got the iphone in the end! I hope you'll
like it!
Madleen Mann
RNIB Customer Sales and Support/Technology 105, Judd Street London WC1H 9NE
t: 0207 391 23 08
E: madleen.mann@xxxxxxxxxxx
RNIB's Talking Books Service is a lifeline for thousands of blind and
partially sighted people. At the moment fewer than 1 in 20 titles are
available as talking books. Please donate today to help RNIB provide more.
Call 0845 345 0054 or visit rnib.org.uk to help someone find their life
again.
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
Carol Pearson
Sent: 24 February 2011 12:08
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Well done, Jackie, for your perseverance.
A question springs from your account, which maybe others can answer if you
can't.
If I am offered an IPhone 4 as an upgrade by O2, is the IPhone in any way
branded/changed for O2 which would limit any future use with another phone
provider, should I ever go down that route?
I hope this isn't considered too much of a hypothetical question but, while
I get the point that Nokia phones are branded/unbranded, I'm not sure what
happens with regard to IPhones in this respect. As they're all Apple, I'm
thinking that this is where things differ. No doubt someone will put me
straight! <Smiles>
--
Carol P
---- Original Message ----
From: "Jackie Cairns" <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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