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O2 for rubbish service

My xdaii hard reset itself over a week ago, It now boots up to the o2 screen and freezes. I called o2insure as i pay a monthly premium they have had no stock for weeks, called o2 select services and after seven hours on the telephone they escalated my call to a supervisor. I was again informed that they had no stock and a loan phone (not an xda) would be sent to me last saturday, it did not arrive! called again today still out of stock, however my local store has stock and so does o2 sales as detailed on their website. When I spoke to the supervisor for the third time today and told her this i was informed that these are seperate companies!
O2 just seem to want to sell a product with several bugs and offer no support. I am totally fustrated, any comments please gents

I can only say that as a loyal Orange UK customer who left the fold just to get my XDA2, I'll be switching back to Orange just as soon as my minimum expensive O2 contract expires. O2 customer service (is there any?) seems designed around the "Make life hard and you'll sort out the whingers from the serious problems" theory. When you have a problem you need to be very, very patient to get anywhere, and be prepared to get passed from department to department to get the simplest answer.
Orange, by comparison, are just about perfect. I even felt slightly guilty about leaving them after 10 years of customer satisfaction, but they didn't have the XDA2 last November. No wonder Orange win customer satisfaction prizes. I honestly can't imagine O2 winning anything.
Darryl, I think you've been unlucky with your XDA2. Most of them seem to be fine. Mine certainly is very good indeed. It's O2 that sucks, not the hardware.

Well im now waiting for my third xdaII, Orange were right to wait until some of the bugs were fixed! Spoke to Orange today they cannot confirm as to when their version will be generally available

I couldn't agree more with the comments above. I would strongly advise people hold onto their cash and wait for Orange to release their version. I, too, was a loyal Orange customer for 8 years and only had a few problems Ialways pushing the envelope!). O2 cut me off while abroad last week after they had demanded a £100 deposit to allow international roaming. When I got back it was because I was over my £50 credit limit by £3!!! Ask to speak to a supervisor and you can't - the "procedure" is to have them call you back within 24 hours - do they? Of course not. Can't wait for my 12 months to be over!

Everyone have a look at my post in this section labelled "See what O2 can do for you" (yes, it was meant tongue in cheek!)
Daryll.....if your local store has stock and Select are going to offer a replacement rather than a repair, then what Select should do is forward your case to high level complaints who can then call the store to confirm they have stock and authorise them to take the XDA out of their stock.
Please note, it MUST be done that way. Normally what was said about the stores etc being a different part of the business is true so don't expect to walk into a store and get stuff swapped etc if it wasn't bought there normally!
- NB. This only applies if your are actually an O2 customer - and that isn't as daft as it sounds - if you are on O2 but get bills from Carphone Warehouse, Singlepoint (vodafone) etc. then this won't apply. It can only be done "in house"
I can speak with hand on heart when I say what I see day-to-day in the company does my head in, but there are quite a few us who do know what we're doing (just not enough of us).
All I can say to those of you who have had a problem here and there is write to head office (address on bottom of your bill - bath rd, slough) and tell them (polite letters tend to get read more!) and if you've had good service then do the same! It's the only way things get highlighted!! - We do the same!
Cheers

o2 UK Lousy Service

All,
have to say that o2 UK have managed to plumb the depths of lousy service and total indifference to customers requirements. They have increased accessory prices for XDaII as well as reducing the contents. They are managed by a centrally run policy which does not admit to deals being done in other stores and a refusal to honour previously agreed prices.
SHODDY SHODDY SHODDY!!! is the best way to describe them, if you are a customer I would urge you to leave them and if your not I certainly wouldn't join!!!
Dont buy any product from their stores as your likely to get it cheaper, quicker and less hassle from the web (uplands mobile) or other online provider.
Such a shame that a company which brought us a great device can't live up to its customers legitimate expectations!! If you have any more comments please post on this thread.
Thanks
Pete

I can say that was also the case for me at stockport branch, Asking about XDA 2 accessories to be told information like - "yeah we dont know about that" or "no there isnt such thing available for the xda2" !!! what!! when i know there is something available for it and get told there is no such thing, lets just say i dont goto the o2 shop anymore. (was about car kits)
Cheers

shody!
Well sad to say..............
I agree, the service supplied by o2 is crap.
I have been working overseas, my biggest bill was £150, my normal bill was around £12 - £35, I'm away for 7 months, I return home and recieve a bill for £540, when I question it, they say, well pay it and then we will sort it out. I say no,lets sort it now. The answer I get is the computer says its correct although we have major problems with our new system sending out or not sending out correct bills, just pay it and we will return it if youre found tobe right, .....I think not!
So yes,changing companies going to Vodafone, dear but seems tobe more on the ball.

O2 problems seem to be becoming more common lately.
I am on orange now simply because I got fed up of the high tarrif I was put on and I had too much trouble trying to change it. The website fails to complete an order as I always get "We are sorry.... Please call xxx" halfway through entering my address details to start a new contract.
Phoning O2 is even worse, after being transferred to different departments so much I ended up doing a circle I went to an O2 shop. They say they cant do xxx instore so give me one of their phones to call and dial a number. Person on phone says theyll try and do xxx but better going in a shop "cuz they'll definitely be able to do it instore" IM IN AN O2 SHOP MAKING THE CALL!
There is someone else I know who is on O2 Online and they simply arent reading his e-mails correctly and giving dumbed down irrelevant responses. Phoning up to sort out problems is too expensive when in certain situations its O2's fault theres a problem.
Ash

O2 are are the biggest pile of **** MAN

Anyone know of a place where O2 complaints will be taken seriously or can be at least accumulated until a point where the number is enough for O2 to take notice..online petition or something?
The ISP Pipex used to leave many customers with no option but to put up with poor service or switch providers, but a website by angry customers called 'pipexwoe' was set up to collect people's bad (or good) experiences and present them in a collected form. Since then the ISP made significant improvements which may have been in part due to the awareness raised by the website so much so there was talk of changing it to 'pipexwow'.
Something like this needs to be done for O2, they cant simply go on with poorly trained sales staff, a buggy website, buggy billing system and incompetent telephone and e-mail based customer service.
I'm still stuck with O2 just for insurance on the physical XDA 2, but that took about 10 failed website order attempts (yes I now have 6 new O2 e-mail addresses though :roll: !), 50 minutes of phone calls, an hour on top on hold and 2 trips to an O2 shop. Being on hold was ok but every 7 minutes they cut you off and tell you to ring again - i.e. throw you right at the back of the queue again! I got an alternative phone number from the O2 shop without the cut off and got through in 10 minutes... silly!
Ash

On a general basis, I don't know of anywhere you can air your grievances.
But if you (as an account holder) have a serious complaint that you are getting no joy with via Normal Customer Services then they do have a HLC (High Level Complaints) team based in Leeds.
Whilst I have a phone number for them (and I'm not gonna post it here for obvious reasons), you can insist on your complaint being referred to them. They usually deal with complaints via OFCOM, but they are there to deal with referrals.
Having used them twice, I've found them very good. They sorted out my account problems, and compensated me accordingly. This was after normal CS said they couldn't do any more !
HTH
Mark

Agreed. You never get anywhere with O2 unless you are on Friends and Family! :wink:

O2 - the other side
I think caveat emptor applies.
I tried to buy my XDAII last Xmas a voucher to pruchase it for £150, but O2 did not seem able to honour it. I took it to Car phone warehouse who honoured the voucher.
I sent a respectful letter to O2 , and they sent me a £50 M&S voucher.
Mr.G

All
I agree with the respondent who has suggested a website to co-ordinate and publish and publicly punish o2 for their lousy service. I dont know how to go about it but I'd be more than willing to help if anyone knows how to set it up.
Further, aren't you guys amazed that the number of companies with hi level complaints departments these days? That alone says more about the standard of service delivery that anything else possibly can.
These are entire departments set up to protect the CEO etc from the legitimate complaints of customers and to appear to the regulator as customer focused.
If that were true, they would surely spend less on complaint resolution and more on frontline service delivery. If it were true, then the very mechanisms and processes which have given rise to their existence would work effectively on our behalf.
or am I just being silly!
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
This is the CEO of o2 UK, then you'll get a response from the hi level complaints team......wonderful!!
Please keep this thread active and lets see if we cant get them to change their approach to customers!!

peterbutler19 said:
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
Click to expand...
Click to collapse
I wouldn't bother, he leaves in a month or so.
Try the Customer Services Director...

I've had enough of 02 recently, they've messed my billing around to the point where even though i've sucessfully paid everything in full by Direct Debit, I still get randomly disconnected and then I have to spend 50p a minute calling them to get it sorted out.
I've got the same contract as i'm on now with Orange, so i'm unlocking my xda2 and moving over.

I left O2 last week too, My bills were approaching £70 a month and i wasnt using any more minutes than i usually do, they seem to be ripping me off for data access, when i phoned them, they couldnt even find any data access on my bill and i just couldnt get a straight answer out of them as to why it was so high,
Plus my 12 month contract was up so i phoned them to see if i could get a free motorola razr out of them as i would have been happy staying with them really but when i asked they just said i would be better canceling my contract and getting a phone from a 3rd party supplier as i would get a better deal, so i did, but not with O2 this time !!!,
When i was about to leave orange many years ago, they bent over backwards offering me free phones and discounts if i stayed with them, not with O2, they just said i was better off leaving and that my contract would terminate in 30 days, they dont seem to care if they loose customers anymore
I cant see me going back to O2 anytime soon now

The thing that swayed me to 02 was the text bundles that they offered at a time when orange weren't offering, which is mainly what I use my phone for. Now, I can get exactly the same contract with orange, and without all the 02 hangups it's time I went back.

Xda Orbit Advice

Hi All,
New member (to state the obvious). Sorry if this is in the wrong place.
Will try to cut a long story short.
The company I work for has aquired the book from a competitor that fell victim to the current financial downturn in the UK.
We have been doing sell offs from various sites around the county.
At one of the sites I found 3 Xda Orbits with all the bits, I assume they belonged to the staff that worked there. They worked for about 3 weeks then suddeny they lost the phone service yesterday. After near 24 hours of reading mostly on here I have come to the following.
1. the bill has not been paid so the phones are suspended.
2. They have been reported lost or stolen and have been blocked.
I don't need the devices as phones as I have a blackberry for work.
I can however make use of one or all as access points on my home network for controlling my media pc and doing away with the wireless keyboard and mouse and need for my laptop when I am in other rooms.
Can you guys please advise me on the following.
If the handsets have been reported lost or stolen do I run the risk of trouble by keeping hold of them. (under the terms of the purchase of the book all assets that remain after the administrators left belong to us).
If it is just a case of unpaid bills then do I have a duty to return them to the provider?
Not a techy type so this is a very gray area for me.
Many Thanks
Mike
(I bet you never expected to be answering this type of question)?

Thats a nice mess you got there.
If the devices have been reported lost or stolen then they are usually rendered useless. Normally you will be in trouble if they have been reported stolen but this is a different scenario. Simply put another sim card in and see if the phone can connect to the network. You might need to unlock the device if you are inserting a SIM from any other operator.
In the case of unpaid bills, you do not have to return them. I am guessing your company owns the contracts now as well so you guys might have to pay the bills anyway. You might want to check the contract terms though before you decide to keep them.
And what a waste for those great phones; access points?

Why not check to see if the phones are insured and if they were reported lost / stolen then maybe they can be replaced. As above try a different sim card and as i understand it, the phones wont be sim locked or at least mine weren't. If you want to solely use the devices to connect to an access point then there should be no problem as the operators blocking (blacklisting) works by preventing the device connecting to a base station and therefore preventing telephony.

[Q] Dad Needs Advice

Hi guys, believe me I looked around the forum before setting out to ask, but it could take years to read all the threads and posts.
A few months back I bought my son a Galaxy S 3 for Verizon through Amazon wireless.
The phone came, I activated it and it worked fine until the idiot put it in his pocket, went out, got drunk, and came home with some barely visible cracks in the screen which now will not light up.
He went to the Verizon store, but without their insurance, they refused to deal with it. Instead, he ported an upgrade from another one of my 5 lines and buys another phone for $250-.
Now I have the 3 month "old" S 3 with a cracked screen that won't light up, and no SIM card.
What am I supposed to do now with this paper weight??
I was hoping to never have to deal with Verizon again, but now I'm locked in for another two years on two of my five lines and I have this very useless but valuable phone.
Suppose I take it upon myself to repair the screen, is there anyway to use this phone on a different network? or at least with a different carrier?
Perhaps a carrier that isn't looking to skin me alive for whatever I can bare? I know this device works with SIM cards, and I've heard folks claiming that it can be used on GSM networks, so what prevents me from using this phone on a GSM network with another carrier??
Can someone explain in layman's terms what this post will do for me??
Or is there some other direction I need to take??
Thank you!

From Amazon Wireless:
AmazonWireless Terms and Conditions
Instant Discount Policy
When you purchase your device with service from AmazonWireless.com, we automatically pass along an instant discount based on a commission paid to AmazonWireless by your wireless service carrier. The commission depends upon your continued service, and if you do not maintain your service for 181 days from the service activation date, AmazonWireless must return the commission to the carrier. Thus, this discount has been provided to you in good faith based on your agreement to (a) activate a new or extend an existing line of service for the device(s) with the carrier for two years, (b) maintain this line of service in good standing, and (c) not alter the line of service type other than adding an additional line of service to an individual account for at least 181 consecutive days.
The following are some scenarios where we may determine that you have not maintained your service and have not met the requirements listed above:
If your device with the carrier is not activated per Amazon's activation instructions within 14 days
If your service is canceled/disconnected before 181 days and you do not return the device(s) to Amazon
If a new individual or new family account is merged with or replaces a pre-existing account
If you transfer this equipment to another carrier's service or to another line in your family account and deactivate the line that Amazon established for your device
By accepting this Instant Discount Policy, you agree to repay $400 per smart phone or tablet and $200 per other device if you do not maintain your carrier service for 181 consecutive days from the service activation date. You also authorize us to collect that amount using any credit card we have on record for you. Amazon can periodically check your account status with the carrier to confirm your line of service is active and in good standing and thereby confirm you are in compliance with this policy.
The Instant Discount Policy will not be applied if you cancel your order and return the device(s) within our 30-day return period. You must return your device(s) to Amazon within the carrier's 14-day return period in order to avoid the carrier's Early Termination Fees (ETF). If your purchase was an upgrade, your upgrade eligibility will not be reset unless you return your device to Amazon within the carrier's 14-day return period.
Additional Terms
Amazon reserves the right to decide who is eligible to purchase a device from us (e.g., an individual may be deemed ineligible based on identify verification checks) and can limit purchase quantities or refuse to sell to an individual who has been approved by a carrier.
Devices with service purchased from Amazon are for individual use only, and Amazon reserves the right to reject orders from resellers or distributors.
These AmazonWireless Terms and Conditions are in addition to the AmazonWireless site Conditions of Use.
Click to expand...
Click to collapse
Let us know if you get hit with a $400 bill from Amazon

The first thing you need to do is, change your Verizon password, so your dumb-ass, irresponsible son, can't stick you with anymore bills.

Let us know if you get hit with a $400 bill from Amazon
Click to expand...
Click to collapse
I would think that since they removed the SIM card from the broken phone and placed it into the new phone, and since he purchased the new phone with an upgrade from a different line, but retained service on the same line, that perhaps VZW is copacetic with that. Service is retained on the original line.
But something needs to happen with this broken phone that I have.
and, you didn't answer any of my questions.
What needs to take place? ...and in what order?
Let me take a stab at this...
Fixing the LCD is probably the first thing that has to happen.
I assume the phone, being a PDA will boot without the SIM card. Yes?
So if it's bootable, and you can see what you're doing, then I guess it's rootable. Yes?
And if it's rooted, then you can unlock it? Yes?
And once its rooted and unlocked, then what?
With which carrier can this phone be used? Rooted and unlocked, why would it even matter?
Thank you, and please.

merciless_alien said:
Hi guys, believe me I looked around the forum before setting out to ask, but it could take years to read all the threads and posts.
A few months back I bought my son a Galaxy S 3 for Verizon through Amazon wireless.
The phone came, I activated it and it worked fine until the idiot put it in his pocket, went out, got drunk, and came home with some barely visible cracks in the screen which now will not light up.
He went to the Verizon store, but without their insurance, they refused to deal with it. Instead, he ported an upgrade from another one of my 5 lines and buys another phone for $250-.
Now I have the 3 month "old" S 3 with a cracked screen that won't light up, and no SIM card.
What am I supposed to do now with this paper weight??
I was hoping to never have to deal with Verizon again, but now I'm locked in for another two years on two of my five lines and I have this very useless but valuable phone.
Suppose I take it upon myself to repair the screen, is there anyway to use this phone on a different network? or at least with a different carrier?
Perhaps a carrier that isn't looking to skin me alive for whatever I can bare? I know this device works with SIM cards, and I've heard folks claiming that it can be used on GSM networks, so what prevents me from using this phone on a GSM network with another carrier??
Can someone explain in layman's terms what this post will do for me??
Or is there some other direction I need to take??
Thank you!
Click to expand...
Click to collapse
The Rooting post will allow you to have more control over your device. You can give apps permission to do thing that android usually restricts them from doing. For example, you can give SetCPU permission to change the minimum and maximum speeds of your processor. You must also root to use the GSM network... Check out this guide: Click Here. I've never used my S3 on another carrier though, so I'm not exactly sure what to do

[Q] Three UK blocked my mobile Internet

When is a phone not a phone? According to Three it is when you have a Note 10.1 that is too big to be a phone even if you can use it to make regular calls instead of carrying around three different devices.
Thanks Three for blocking my all you can eat data plan that was working brilliently until today and binding me to a two year contract, which I will break once I have thrown my toys out of the pram, cancelled the direct debit and reported you to Ofcom for misrepresentation.
Has anybody else had this trouble? I immediately activated a Giffgaff simcard, which seems to be working fine but I'm not sure how easy it is to terminate a Three contract given the shop assistant who sold me the sim only plan knew what device I was going to use it on without telling me it was breaking terms of service. I bought the Note over an Ipad because I liked the Spen and wanted to consolidate a phone and a tablet into one thing with reasonable battery life I could carry around all day.
Is it possible to spoof my device's identity on the network so it no longer appears to be a tablet or is my IMEI number unspoofable, unchangeable and irredemably linked to a non-phone phone

Be careful breaking a contract by cancelling the DD may well trash your credit rating .

catshanghai said:
... the shop assistant who sold me the sim only plan knew what device I was going to use it on without telling me it was breaking terms of service....
Click to expand...
Click to collapse
It's obviously not your fault. Go back to the shop, confront the sales person, and ask him to provide a solution.

Hello,
I know it has been 4 months since you had this problem but I wish to know what the outcome was. I have just signed a 1 year contract on "The One Plan" with Three stating to the sales rep that I would be using it in a Note 8 and after 3 days, the internet has simply stopped working.
Thank you very much