Orbit2 dust under the screen.

[windows]

Crystal clean here I'm afraid mate!

[sanders]

mine is fine too!

[waveydavey]

Well, in typical O2 customer services form I just spoke to my store and then informed me I had to take my device into the store and they'd send it off for repair. This would take up to 3 weeks (14 business days) and then it might come back fixed, or if they didn't think it was part of the warranty then it would come back 3 weeks (14 business days) later with an invoice and it'd be up to me whether I wanted it fixed or not. If I did it would then go away again, for up to another 3 weeks (14 business days) for repair and I'd have to pay for it. Nice. I asked about a loan device, they said I could have a Nokia 6230. I said the main use of my device is push email (which it is) and they said sorry, we can't help that. Nice.

[fowljr]

Well, I would go as far as saying that your experience didn't qualify as 'customer service' there!
Posted via Mobile Device

[windows]

Blinking typical, no wonder that O2 lose customers!

[waveydavey]

Yep, you're right, it's pretty shocking really. I know the store based staff aren't great but it was all pretty unhelpful. I can't see how they can justify an "up to 6 week" repair turnaround. I think I'll try the Online support tomorrow, see if I get any joy there. Not holding out too much hope to be honest.

[boz]

Just typical, they sell you a contract and then take the proverbial out of you when it comes to customer services! I wouldn't be very happy at all.

[waveydavey]

Well, I phoned O2 this evening and I was very impressed by the lady I spoke to. She seemed to generally want to help me rather than my store who just seemed to want me to go away. We talked for a while about my options, she consulted her manager a couple of times but the long and the short of it was that they couldn't help because it was store bought. She said had I bought it online they would have swapped it out.

One thing she did do was point me at Rental from O2. Which I didn't know existed. You can rent an XDA2i for £15 a week.

I think it was the first positive experience from O2 customer service. Shame they still couldn't help really.

Back to my crappy store I guess.

[fowljr]

Man, not good. I can't believe that the same company has two completely different business models in operation, effectively separating the streams thus generating an extremely poor customer experience.

[waveydavey]

I know, it sucks. We've always known the online and store outfits were seperate. Seems a bizarre business model to me. Definitely rubbish for the consumer.