We have always been O2 customers having phones since it was
BTCellnet in 1990 (23 years) and several of the phones have been Nokia with no
problems.
I am temporarily homeless until August, and have no
landline, I also work with the elderly and as I am working on my own travelling I am dependent on
my mobile phone.
The phone was purchased on 7th January 2013 from
the O2 store in King’s Lynn with a brand new 2 year contract, this was a double
contract with 2 phones on it.
On Sunday 7th July I noticed my screen had a blue
ghosting down oneside, overnight it spread all over the phone and gradually
during Monday it deteriorated so the phone became unreadable.
On Monday 8th July in the afternoon we returned
the Phone to the King’s Lynn O2 store
and the phone was examined and we were
told would be returned to O2 Repair centre and would be returned within 4
working days
The Repair number is 0259030053092
Details on the receipt was
In Warranty
It has a warranty
issue
Handset condition good
Nothing to Pay
We didn’t hear nothing
else until Thursday 11th July – when tracking it online , it
said it was not covered by Warranty and the repair cost would be £124.99.
Giving the following options
Accept the estimate
Refuse the estimate
and authorise the destruction of the handset free of charge
Refuse the estimate
and request return of the product
I then rang the King’s Lynn O2 store, who said it had been
damaged, which to my knowledge was not the case, and the evidence points to
this, it could have been damaged after it left our care. When I contested
this the lady said she would find out
details by contacting the Repair Centre and ring back, which she did and said there was nothing that could be done, the only
thing she could do was give us the repair centre number, her attitude was rude
and arrogant.
I then rang the repair centre who were not helpful.
I then rang up
customer services who were also not
helpful.
It was now time for my husband to take it in hand, he rang
up repair centre, they basically said it was not a warranty fault and said it
was a crack on the underside of the screen and reiterated what the options
were.
We then chatted to the O2 online Repair Team who were unable
to Help because we had taken the phone back to the shop.
We then emailed Nokia, they advised contacting one of their
repair centres, and pointed out that O2 had its own pricing structure.
Our son found out that it was possible to get genuine Nokia
screens for £30.
During this period O2 Customer Service, Repair Centre and
online Help referred us back to the store, while the store referred us to the Repair
Centre.
On Monday 14th July we rang up and declined O2’s
not so generous offer and asked for the phone to be returned.
We then searched the internet for screen faults on this
model of phone, and discovered other people had the same fault with phones of
the same age.
One of the comments found is as below
I had this issue. Not
as bad as some, but bad enough. I got mine in Feb 2013. Upon visiting family
recently I took the opportunity to visit the Nokia Care Point in Preston UK and
they replaced the screen under warranty. Perfect job. Excellent care. This is
not a common prob (first the chap had heard about it) but after my initial call
to ensure he had the part in stock he researched my prob. This seems to have
been a short term manufacturing issue now resolved. He did the repair in an
hour and I have every confidence it won't come back. Fantastic support from
Nokia. Sometimes things go wrong, I accept that. It's the quality of the
response that counts and Nokia are excellent in that regard.
We also discovered on the internet that all Nokias were
covered by 24 month warranty not the 12 month we had been led to believe.
We then contacted Nokia Service Centre in Peterborough, who
indicated that this was a known problem and is covered by Warranty, they also
confirmed that Nokias were covered by a 24 month warranty.
On Tuesday 16th July, O2 asked me to contact socialqueries@o2.com I sent a fully
comprehensive email, didn’t get an answer till late on Wednesday and that was only to ask for
further details, more delays and fobbing off.
On Wednesday 17th July a text was received saying
the phone had been despatched, why not on Monday when requested!!!
My husband filled in the online form for Rip Off Britain http://www.bbc.co.uk/programmes/b00wck32
Also received an email from Nokia Care cert-uk@anovo.com asking for more information of the problem.
Nokia care rang up quite
quickly, and the lady had a long chat with my husband and said it sounds like
we are being given the run around by O2, and that when we have the phone ring
her up and she would arrange for it to be sent direct to her. Also received an
email confiming the conversation.
On Thursday 18th
July we received the phone back 4 days after asking O2 to return the phone.
On Thursday 18th
July I had an email from socialqueries@o2.com reiterating their
previous no action status, and saying they would retrain the staff, they
offered £26 refund on account.
We also got a call from Ashley from Nokia Care cert-uk@anovo.com again she was most
helpful, she read the report from O2 stating there was scratches on the screen
and damage to the casing – ummm after examing it my question is what damage,
just a slight scratch which I would consider normal wear and tear. She is organising
collection of the phone tomorrow, and will endeavour to get it back to me by
next weekend. Ashley sent an email
confirming the agreement, communication on all levels, brilliant.
Friday 19th July, phone collected by Nokia as
promised.
Monday 22nd July had a phone call from Nokia, and
they said that no way did anything
external contribute to the damage to the screen, it was an unknown fault which
they would fix under warrenty, complete with a full service, and the phone
would be returned by the end of the week.
Wednesday 24th July had an email from Nokia cert-uk@anovo.com saying the phone was
ready for despatch, and confirming
address details.
Friday 26th July received the phone back from
Nokia as promised, working and complete with all information and apps.
Saturday 27th July sent an email to O2 suggesting
that £26 refund was an insult and asking for an early release from the
contract.
As I felt that other people should be aware of the problems
I have encountered with O2, and won’t consider it at an end until I find a way
to get out of my contract I sent an email to the following:-
Sunday 28th July
sent an email to watchdog@bbc.co.uk
Monday 29th July email from O2 refusing to
release me from Contract
Monday 29th July email from complaining cow
advising me to contact the CEO at ronan.dunne@o2.com
From the 11th July my husband and son and myself have been facebooking and tweeting these
problems.
The difference of
attitude between O2 and Nokia was immense
O2 I spoke to many different people – Nokia spoke to the
same person
O2 was negative and unsupportive – Nokia was understanding
O2 lacked communication – Nokia received communication every
step of the way
Nokia made promises and kept them at all stages, via email
and telephone calls.
Issue 2
After getting my phone back from Nokia, I gradually realised
there was another problem, to as I do not use the ‘phone’ as a phone very
often, when I first noticed the problem, I thought it was perhaps a poor
signal.
The symptoms are:-
The Phone Rings alright
The Phone texts alright
But when I make or receive a call, I cannot hear the person
on the other end and they cannot hear me.
I checked the volume control on the sidebar and under
settings.
On the 5th August I emailed Ashley on cert-uk@anovo.com at Nokia.
On the 6th August I discovered that I could hear
if I put the call on loudspeaker.
I switched off the phone and removed battery for a few mins
but it made no difference.
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