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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

Outright Deception of O2 Hong Kong!

I dropped my xda II last week and I couldn't switch it on. I took it to the O2 Hong Kong for repair. As the warranty had expired, I need to pay and that's alright. They said the mainboard is out of order and needed be changed and charged me $1250-HKD (about 160-USD)! Wow, that's expensive and so I took the unit back. I then, through a friend, got the unit to a local shop for repair. WTF! He said it was only the on/off switch damaged and that's why I couldn't turn it on. He repaired it within an hour and charged me $100-KHD (12.8-USD)!!!!
That's the way the official dealer operates. I am not angry with the high cost of repair. If it was really the mainboard damaged, I could bear with the cost because I damaged it. But they are outright liars and just want to make a fortune by telling lies to customers.
To be honest, xda II is a fine piece of kit and I owned a xda I as well. But I'm fed up with the dealership and the after-sales. (apart from this time, there've been so many bad things about O2 Hong Kong). I won't buy any products from O2 any more.

As unbelievable and downright illegal as that sounds, that problem is very common within the world of mobile phone repairs.
Best to always check like you did, first with the dealer and then a third party to see if there are any differences in what they say.

hey, can you tell me the name & location of the 3rd party repair shop u found. My XDA is fine for now, but would love to know who really knows how to handle them around here. You know - just in case.
Thnx

loose key board

hi guys
have any of you suffered from a loose key board on the xda2s mine has got looser and looser and i have had it only 2 months. i am with 02 have any of you had any dealings with 02 and what have they said and done. i would prefer if they took mine back and exchanged for a xda2i without the keyboard.
regards kevin beecher

You could try returning it as "unfit for the purpose" it was made for, it seems to be a common problem so just ask for a replacement with a different model.

Kevin, i did the same they will change it without any problems as they know just how bad the XDA2s is
John

loose keyboard
hi guys
i have tried to get my xda2s changed by 02 but they are only willing to send it away for repair but i have only had it since december. they have offered me a loan phone ( a nokia ) but i dont want a nokia its doesent do any thing the xda does. if any of you have had any joy at getting it exchanged could you post a reply please.
regards kevin

I've only had mine since December as well and my keyboard is loose. Has anyone managed to get a replacement? If so, how did you go about it?

http://www.bbc.co.uk/watchdog/guides_to/consumerlaw/index2.shtml
I would reject it on the grounds "not fit for the purpose", please read link above.

My house mate had exactly the same thing, he contacted o2 who arranged for the phone to be returned for repair, be warned though, it was nearly 3 weeks before the replacement was actually sent out, and typical o2 customer services were very unhelpful until cancelling the contract was mentioned

Mine has also developed a loose keyboard.. I've had it since December, and also the paint has scratched off where the keyboard slides.. I'd love to hear if anyone gets any joy changing their XDA with O2

hi guys
02 say my phone is over the 14 day trial period and wont exchange it. they will repair it but i will take 2 weeks. also i am amazed that 02 havent orgainised a loan xda because these phones are a lot more then phones they are tools which we use daily. if any one has had a replacement who did you talk to as the customer service at 02 is crap. i have treatened to cancell my contract nut they say i cant and i will be charged my monthly rental.
regards kevin beecher

SBE

Has anyone had any luck getting phones repaired by these?
They sent my I-Mate JAM back today, and both faults that they were meant to resolve under warranty are still present (in-call speaker, and LED not working). It even says on their form that they tested it and it passed quality control. :x :roll:
Should I be able to send it back to the company that originally supplied the phone, as my contract is with them (under UK law)? I bought the phone with a 12 month O2 contract from Phones2UDirect.
Anyway, I'll phone SBE tomorrow and see what they say about the lack of repair.

[Q] HTC U11 - Cracked Screen - Parts?

Hello all,
Anyone know of any issues with HTC's supply chain for replacement LCD's?
My U11 is cracked after a drop on the road.
My insurance company (O2 Insure) cannot replace or repair my device, as there isn't stock.
HTC UK have advised they can take the phone in, advise me how much the repair will cost and return it.
Although judging by others on this forum and on Twitter, repairs are going slowly or not at all.
Is anyone in the same situation as me?

I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.

josding85 said:
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
Click to expand...
Click to collapse
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.

My HTC U11 also cracked!
My U11 is also cracked and it is out of guarantee because it is an user mistake. I have never seen such a sensitive phone. I am living in Turkey and replacement part cannot found. I do not know what to do, just I am frustrated.

patela20 said:
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
Click to expand...
Click to collapse
FYI, all contract phones through o2 are fully insured for the length of their contract, within the contract itself. Should anything happen to your phone and it is still within its contract just call o2 support on 202 and speak to an advisor. The reason they cover the phone is to get their full money, they must ensure you have a working phone otherwise you may be able to pause or 'squeeze' out of your contract early and no carrier wants that.
Not only that, you're paying over a grand for that phone in the long run so it's only fair they insure it for a few pence too..