O2 and customer service. An Oxymoron?

ragebe

Just spoken with Otelo, they will definitely look into, just got wait until either 8 x weeks since first complaining and/or a deadlock letter from O2, which I have requested.

I might just ask for all the voice recordings from O2 as well. They're legally obliged to provide any copies they hold on you under the Data Protection Act. The hour or so that it will take them to find the recordings, will more than offset the cost of mending my phone but as TelefonicaO2 seem determined to offer a shoddy service (in my view) it seems all is fair in love and war.

mr-mr_2

Just sue them.

Techhead_2

I don't think that the Sale of Goods Act covers faults which occur because of damage to a handset.
Or is the dispute that you think there is no connection between the damage to the handset and the fault. Whilst O2 are contending that the two are connected and therefore not covered under either the warranty or the Sale of Goods Act.
If so they are correct that you should get an third party report stating this. (As you would do for any claim under the Sale Of Goods Act more than six months after purchase)
Based on what you have posted here, I would say you are going about this in the wrong way.

ragebe

O2 are saying that there is damage to the case and therefore the manufacturer will not repair the phone under warranty, until the case is mended.

My contention, is that the tiny bit missing from the case, is not relevant to the fault - how can a small piece of plastic, connected only to other plastic casue a software fault? - and that I am askling O2, as the supplier, to rectify what is a known manufacturing issue.

The damage to the handset, has in no way caused the fault. Yes, I do have to prove the fault after 6 months (and perhaps O2 are hoping I'll find this too onerous and will go away) but I am interested to hear in what way you would go about this instead.

ragebe

mr-mr wrote: »

Just sue them.

I don't want to sue them, just for the sake of it. I'd far sooner they sorted out the software bug.

Have a read of this forum http://forums.palm.com/t5/webOS-Hardware/Pre-Speaker-Mic-not-working/m-p/301420

to see the problem I have. A google on 'Palm Pre microphone' will find you umpteen results all on the same issue http://preview.!!!!!!!.com/36y3mcm

I suspect that O2 don't fancy being inundated with claims for faulty Palms. Shame really, it's a brilliant little device but I do need it to work as a phone should work.

Guys_Dad

Stick with me on this one.

Your write :- "The fault is that the phone, sometimes will not operate via normal mic/speaker, when used held to the side of the head " .

You also acknowledge that the phone has been damaged, possibly from dropping. It is possible, therefore, that the fault you have was caused by the dropping of the phone causing something to become slightly adrift giving intermittent results you describe.

So, O2 are probably working from that position and, just possibly, that could be the fault.

However, you have some evidence that there is a generic fault on this model that causes the same problems on may other Palm Pre's. ( A bit like the well known Iphone problem that arose if you held in in a certain fashion). That is in your favour.

Now, is there a fix for the fault? If so, ask for this to be done by referring them to the fix. If there is not, then what is happening to all the other Palm Pre handsets that are similarly afflicted? Is Palm doing a recall/replace or is there a hot-fix imminent?

The problem is that you can not prove that the fault on your handset was not caused by the fall - you can only say that it is a known fault for the Palm Pre. In order to win in a sale of Goods case, you need to be able to prove your case and there is sufficient wriggle room for O2 to blame the dropping of the phone dislodging the inner workings.

If there is a known fix, then tell O2 nicely that you don't want a fight unless they push you in a corner,and would they please ask nice Mr Palm for the fix.

But, regrettably, if it came to litigation, you would need to prove that the fault on your handset was software based and 100% not caused by dropping it. Just because other handsets have a similar problem, it doesn't mean yours is the same fault.

Sorry.

ragebe

I suspec there are enough stories, to swing things in my favour. I have, as you suggested, tried to get O2 to deal with this in a proper fashion

"...Surely there is someone in your organisation who can make a decision on this, rather than this going round in circles, with O2 CSRs just ignoring the salient parts of my missives and harping on about warranties?..."

All the posts on the Palm Forum should be enough http://preview.!!!!!!!.com/36vmced I'd have thought but I think O2 are simply taking the view that if they make it difficult, I'll give up, because as one of the posters on the Palm forum said, he gave up after 4 x handsets and changed devices.

I'm going to try Palm direct and Watchdog. This is a known manufacturing fault, yet O2 are blithely selling these handsets - my other half has one as well - and not making nay effort to rectify the situation.

ragebe

Here's a page with a good quote from omeone in the USA.

http://forums.palm.com/t5/webOS-Hardware/Pre-Speaker-Mic-not-working/m-p/301420

"....I've owned Palm stock for 4 years, but I'm telling you that when my 4th replacement phone (5th phone, counting my original purchase) arrives Tuesday, I'm immediately replacing it with a non-Palm phone and never buying another Palm product. I am EXTREMELY disappointed. Good luck!..."

Guys_Dad

ragebe wrote: »

Here's a page with a good quote from omeone in the USA.

http://forums.palm.com/t5/webOS-Hardware/Pre-Speaker-Mic-not-working/m-p/301420

I suppose you checked yours for pocket lint or other similar invaders as per the last post in your link??

Actually, reading the net, the Pre seems like a real lemon with a multitude of faults. Glad I don't have one.

nsabournemouth

I had numerous problems with this. I kicked up right stink and got sent a HTC Desire.