Tag Archives: Apple

My o2 complaint

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If you follow me on twitter, you will have probably seen me moaning for at least the past couple of weeks about how useless they are.

Well here is the full story of what happened, and why I was a grump.

I originally went into the o2 store with a problem with my Apple iPhone (3GS), the home button had stopped working, which practically rendered the phone useless. Whilst I was in the store, I enquired how long it would be until I could upgrade – this is where the problems started!

I was told by the store, that I had a 2 year contract – this was incorrect, and told the store staff – in a very negative “your in the wrong” tone, I was told to prove my contract length by bringing in my paper contract.

10 minutes later (I live round the corner from a store) I was back in there with my contract, with a look of disbelief from the stores staff – from this point on, things went seriously downhill – I was first told, that this was my mistake, and I had agreed to a 2 year contract – even though I had my paper contract in my hand – I flatly denied I had agreed to this… Three hours later, having been made to wait in the store, the assistant manager came to me, offered me a refund for my phone which I refused, and then said they would raise the problem with their area manager and give me a call back in 48 hours.

A week passed – no call. I then received a call from the store, from a very angry member of staff – we initially got off on the wrong foot, as I thought she was calling about the contract issue – however, she was calling to tell me I had broken my phone and I had to pay £138 for the repair – I complained, I complained about the contract issues, at which point I was told to I had nothing to complain about, and whilst she didn’t say this, it was basically get over it, your wrong, were right – pay up £138 and you can have a repaired phone. I got a little antagonised at this point, and “as you do” I said should I raise a complaint with your CEO and see if they think I have grounds to complain – the girl on the phone said “yeah, you may as well – you might get your complaint sorted” – I finished the call, quite annoyed.

I cooled off for a couple of days, and then sent in my complaint to the CEO’s office at O2, things started moving then – I was given a £45 refund against my bill, and they correctly told me when my contract should end – and confirmed I was not to blaim for any of this – it was a back office admin error.

I had already refused to pay £138 to o2 for the repair of my phone, and asked for it to be returned.

I have today been to the Apple store with my iPhone – oh! no water damage, no bill of £138 but a full replacement phone and all sorted.

O2 have really let themselves down on this occasion in my opinion – I will not renew my contract with them going forward.

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Why I didn’t opt for the iPhone

When I tell people, I have got a new phone, I get asked is it the iPhone as people seem to think its the new all spangled mobile phone, and that I would certainly have one. Well I usually disappoint them, and say No.

But Why!

That’s a good question, for me personally, to upgrade to an iPhone would have been £20($40) cheaper so why did I go for a T-Mobile Touch (HTC Nike), with Windows Mobile 6?

Well, I suppose the first reason is that I have had HTC, Windows Mobile based handsets for about the past 9 years now, my second phone was a HTC Windows Smartphone that ran Windows CE from Orange (I’m thinking it was the C500, but that was another handset I had) – that phone still works, its actually still used by a friend of mine to this date (Out of interest, the first phone I got free from work, when I worked at Barclays – I thought it was fabulous, it was the Motorola Startac, which was very Star Treky as you could flip it open like the Star Trek Communicators, and I also tried a Nokia Matrix Phone but that didn’t survive a drop in the bath, and cost me all my contacts).

So I have a long history with the manufacturer, and OS builder, which some might say that is a good enough reason to stick with them, the handsets are usually built well (I tend to return one faulty handset per contract, which tends to be more of a fault caused due to shipping or my initial play with it, as appose to a hardware of software failure), and as I mentioned earlier, all the handsets still work well to this date, infact I still have 3 of them, well 2, a friend has one of them, and I also sold one.

But truth be told, I was ever so slightly torn between the two phones, and I had to seriously think which phone I wanted and I ended up going through the pro’s and cons of an iPhone.

To start with, I went to the iPhone Features Page to see what it had.

Home Screen

The Home Screen… Ok, its nothing special really, it shows a collection of icons, all of which take you to an app on the phone. I get a nice clear clock (your telling me you don’t use your phone a watch?) .

image image

Above shows the iPhone homepage on the left, and the HTC Standard Homepage on the right… Difference is, that the HTC Homepage is fully customisable, with a downloadable homepage creator. I could have a bright bring homescreen, or an homepage based on the iPhone if I wanted. So more customisation, something familiar, I decided this point didn’t go to the iPhone.

Is a phone, actually a feature of a mobile phone? If I was buying a laptop, that had a phone in it, then I would consider it a feature… But not on a phone. I’m bemused that Apple consider a Phone on a phone as a feature.

Oh and incase your wondering, I have similar contact managers, I can shout names at my phone and it start calling people, I can have Incoming Photo Caller ID, I can Video Call……

Good one, the iPhone does have better internal mail management. But I use gMail and Google provide apps for the Windows Smartphone, as do Windows, Yahoo and so on… So you can have a decent mail too, besides which, I prefer the online view for Gmail which is undoubtedly the best mail tool around at the moment, as such to me this feature doesn’t matter.

Another good one, the standard internet explorer on a Windows Smartphone isn’t the best, it serves its purpose though, I can read most webpage’s, including Youtube through it and it works fine. In addition, over the years I have used about 5 alternative browsers from Mozilla, Windows, SkyDrive and so on, and the web can be so much better, and from reviews I have read Skydrive is the best mobile browser at the moment. Its free, and I have it on my Windows Smartphone, so I suppose Windows Smartphone wins this one, although its not using Windows own Browser – but this goes to show how flexible the Windows Smartphone is.

I have a 1gig Memory card in my Windows Smartphone, it acts like a harddrive, and can be used in a pendrive converter and become my true portable office taking my office from the home PC, Mobile, and finally to work.

But! What is interesting, is that I can get a 8gig Memory card, and I am sure the capacity of these cards will grow.

Now back to the feature, Music… OK, I cant fit 8gig of music onto my Windows Smartphone, but I could very easily. I have Windows Media Player, amongst others which let me play any file type, from MP3, to MPEG video, add to that Real Player which lets me stream radio stations, and the Last.fm program for the Smartphone, and I can have anything I want… Much more that the iPhone.

Again, I each to their own, but Windows presents emails in 2 ways, one message one view, or one recipient one view, a little like a chat window. The iPhone offer the chat view, so I would say even scores here.

Got it, in fact I have the same one as used on iPhone.

  • iTunes

We’ve spoken about iPod, I could if I wanted sync my music folder with my phone and do it that way, or I could just visit a site like amazon MP3, or Tesco Music and download music cheaper?

Don’t get me wrong, I may be mistaken on this one but I am not very excited about the App Store. I have for years been able to visit sites and install software to my phone to enhance it.. It seems to me all that’s different is their is probably more cost, its written in a different code, and is called an App, and not a program file?

  • Calendar

Yawn.. Got 2.

Got it, had it way before the iPhone

Got it…

Got, Got and Got.

Got. (Actually, I tell a lie here, I have not got a calculator at the moment, but that is purely because I switched the ROM on my phone, and chose one that didn’t come with a calculator)

Add to that, I have a video camera, and can live stream to the web, turning my phone into a decent webcam as well.

Oh, and add to the above, I have Mobile Office, which lets me open any word document, PowerPoint Presentation, One Note, Email, PDF and so on, which I believe iPhone doesn’t support

Oh, I also have mobile TV…

So just from the feature above, I was not entirely won over, then I remembered, it comes with 3G the uber fast mobile network. Oh, hang on a minute, my handset comes with HSDPA which is faster, and is actually a mobile broadband network, which in turn means that I can plug my phone into the laptop, and have the phone power the internet, so I can browse, while taking calls – Its looking like a very mobile office if that’s the kind of thing you want!

The fact is, I have a pretty tame mobile phone now. When I was younger and more adventurous, I use to pimp my phone to the max, it I wanted a game to play on the train home, I would get what ever game I wanted, software was always easy and usually free to come by, and utilities, you name it, I can get it which in effect meant that my phone could take over as my PC, when my PC was in pieces which happened a lot when I was younger. Finally, to add the cherry to the cake, I can remotely take control of my PC, from my phone (Its very handy as a remote control for you PC) so I could be laying on the beach, while controlling what my PC was downloading.

So back to the purpose of the post, when it came down to it for me, the iPhone was offering nothing new, in fact I would have lost features, and much like the Blackberry, the iPhone didn’t cut it for me.

And before anyone asks if I even tried an iPhone… The answer is yes, and I got to play with one before it came out in the UK, as a friend works for o2, and was testing it, so I got a good play with it.

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