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James,
Thanks a lot for the info. I will give them a call tomorrow and see what I can get them to agree to. I'm not sure they'll go for it though because I have kept the phone for about 6 months without sending it back. I'll shout at them anyway
I'll post back when I get an update. Cheers.
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Posted: 2005-01-28 22:17:37
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Glad you lot are getting this sorted, sounds like O2 may finally be realising their obligations re contracts etc. And I mean sale of goods act contracts!
Phones and airtime contracts are always strange but if you picked the phone and contract as a package then to my mind if part of that package is faulty then the whole thing should be sorted!
Good luck and let us all know how you get on!
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Posted: 2005-01-30 01:02:38
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Guys this is ridiculous,
The only company in the UK that does not brand SE phones, which made me consider switching to them from TMOB, and now this fiasco. Why do all companies have to have their drawbacks??
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Posted: 2005-01-30 02:09:51
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I still haven't phoned them... I stupidly thought I would be able to get things sorted out via email. Every time I send them an email saying I AM NOT accepting their offer (with reasons of course) they reply with exactly the same offer. I have just sent off another two emails to them. Has anyone else had any luck phoning them? Ill need to try that tomorrow.
Cheers,
Liam
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Posted: 2005-01-30 12:59:15
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Hi
Has anyone else managed to cancel their contract or get a decent replacement phone? o2 are unwilling to offer me either. As such i am planning to contact watchdog and trading standards as well as the complaints department for o2 (if such a thing exists!). Any ideas of who else I should contact?
Thanks,
Liam
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Posted: 2005-01-31 19:34:10
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SUCCESS!!! At least I think.
Spoke to cancellations department (number above) and that person said I had to sort out with a replacement with customer services. I asked to speak to her manager.
The manager initially said the same thing, but I explained that two of the three programs I use with my phone (FMA, iSync) are no use on their nokia replacements, and that the T630 was a far inferior phone. She said they had spoken to trading standards who were happy with the replacements they were offering. She asked me the specific features I use on the K700 that I would not get on the replacements (go into your call armed with this info). Eventually she said she's look into it and phone me back, after asking me specifically what software I needed to use and how much it cost me.
She phoned back about 10 mins later saying the Nokia 6230 had all the features of the K700 and that they would offer me 1 month free line rental, and that I could still upgrade at the end of my current contract (6 months). This to me was a joke, as that phone does not work with iSync or FMA. Also it's a crap phone as far as I'm concerned. I said to her that I considered that offer a bit of a joke, and then she offered to cancel the contract for me.
So all seems good at the moment, but still not entirely convinced all will go to plan. She's going to send me an email to confirm details so hopefully that will boost my confidence.
Anyway... PERSEVERE!!
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Posted: 2005-02-01 11:12:43
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I just got the email from her, and thankfully all does appear well. I need to phone back after I have sent them the phone to get my PAC, at which time they will cancel my contract. I need to tell them to read her note on my account so they won't charge me the disconnect fee.
I hope that many people reading this will keep on at them and move network because O2 are a disgrace and do not deserve to have customers.
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Posted: 2005-02-01 11:31:21
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well, i suppose this from the 02 website (help section) might help...
If things go wrong.
Your guide to making a complaint
At O2 we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, tell us. It gives us a chance to put things right and also means we can improve our service to you and our customers in future.
Your first point of contact
-------------------------
Our Customer Service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You'll find all the details on the back of your bill.
Putting things right
------------------
We'll look into your complaint immediately and try to sort the issue out as fully as we can. If you're unhappy with our decision, ask for one of our Customer Service Team Managers to investigate further.
An impartial review
------------------
We hope that we will have been able to sort out any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:
O2 Complaint Review Service
PO Box 116
Leeds
LS11 5DS
Fax: 0113 388 6696
What we need to know:
In your letter please include the following information:
• Your name and address
• Your mobile and account numbers
• A daytime phone number
• Details of your complaint
• A suggestion of what you'd like us to do to put things right
If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.
An independent review
---------------------
The telecommunications ombudsman, Otelo, can review your complaint if we haven?t been able to sort the situation out using the steps above. Unless there is a deadlock situation, Otelo won?t look at cases that are less than 12 weeks old.
Otelo
PO Box 730
Warrington
WA4 6WU
www.otelo.org.uk
Email:
enquiries@otelo.org.uk
Phone: 0845 050 1614
Textphone: 0845 051 1513
If you have a complaint about premium rate services, contact ICSTIS at:
ICSTIS
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212
If you need advice
For information on your consumer rights, get free advice from your local citizens advice bureau (CAB), consumer advice centre, local-authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local-authority offices.
If you ever need to make a complaint, we're always here. Should you have any feedback about our service, let us know so we can make improvements going forward.
Thank you for choosing O2.
-------------------------
well, i thinkl everyone should forward there complaints onto the Otelo place listed above but like it says, they wont look at your case unless its 12 weeks old! Antyway, if you didnt note down the details here they are:
Otelo
PO Box 730
Warrington
WA4 6WU
www.otelo.org.uk
Email:
enquiries@otelo.org.uk
Phone: 0845 050 1614
Textphone: 0845 051 1513
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Posted: 2005-02-01 14:21:21
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boosy...
Im planning to take the same course of action as you tomorrow. Ive been putting it off so far awaiting their reply to my emails though Ive finally given up on that approach- Ive been replying to an email a day from them and havent had any luck.
A few questions...
Im not the most confident on the phone, especially when complaining so I am wondering how much hassle they give you? Regarding FMA and isync how much information did they ask about those programs? Is there anything I should know about them? In addition to this I plan to mention that I have bought SE accessories- desktop charger and SE blutooth headsets (though I know these will work with Nokia too).
Is there anything else I should know before going onto the phone to them?
And am I able to keep my number when transferring networks? Or will this add to the hassle (its not completely necessary)?
Cheers, Liam
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Posted: 2005-02-01 17:35:07
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The first person basically just told me to go back to customer services. I simply said they could not offer me what I wanted and asked to speak to her manager. She then put me on to the manager without any problem.
The manager gave me a bit of a hard time, basically saying that trading standards said the phones they were offering are a suitable replacement and that she thought they were fulfilling their obligations. I said that the nokia ones were not suitable as isync and fma would not work with them (FMA is SE only, and iSync has limited Nokia support). She didn't ask a lot about the programs, just roughly what they did and how much they cost (free). Probably a good idea to mention using it with a Mac because they probably are less equipt to argue against that. She went away to speak to someone and even when she called me back she said I should take the nokia and a month's free line rental - she said it did everything the K700 did. I pretty much laughed at her, said I thought her offer was a joke and that there was no way I would even consider it. She failed my most important requirement - I needed an SE phone. As soon as I said that she agreed to cancel my contract.
From my impression she basically has been told to try everything she can to persuade the customer that they will not budge any further and that their offer is "more than fair" (her words), but at the end of the day the phone was not fit for the purpose I bought it for so they had *in my opinion* no choice but to cancel my contract.
I am not usually very good on the phone either, in fact I had put it off for several days, but at the end of the day I know that I had shelled out a lot of cash on something that did not work, and that they had tried to fob me off on too many occasions. Armed with that frame of mind, I was not going to back down.
You will need to persevere. Just do not relent at all, and eventually you will win out.
You can keep your number (which I will be doing) but it's a bit of a hassle. You send the phone to them, and about 2 weeks later I need to phone them to ask for my PAC (port authorisation code). Once you have that, you just give it to your new provider and you should have service on your original number in a couple of days
Good luck, and give them hell
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Posted: 2005-02-01 22:18:37
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