I have an O2 Atom with a couple of issues.
1. Call quality is terrible even after the ROM is flashed with the latest firmware.

2. The camera flash freezes the atom in night mode and doesnt turn off even after a soft-reset. I have to remove the batter and slot it again.

3. A the FM radio software never records, even though it grandly declares the file
name and location.

I understand the last two are more of a software problem. But, call quality is
important and it might be a hardware problem, when lot of people are saying here
that call quality has improved after the latest ROM upgrade.

So, on a terrible day, as it turned out to be my terrible fate, I happen to call the
O2 Support Centre.

ring ring... had to wait for 23 minutes before i could actually speak to a human.

The support guy could hardly hear a thing from myside as it happened to be that I
called from my Atom. So, I had to yell from the bottom of tummy to tell him my
number so that he can note it down and ask him to call back and see if its clearer.

Luckily(or unluckily) the guy got the number correctly and the call this time was
clearer. Definitely not a starhub problem. The signal was full strength and the
Atom's battery is fully charged. And this is not the 1st time people not able to
hear me on my atom or i'm not able to hear people.

So, the support guy was sympathetic to me agreeing the call quality is terrible. And he continued to say, it might definitely be a GSM Radio Antenna or whatever GSM related hardware problem and I'm eligible for a replacement of my device if it is a hardware problem. He suggested me to go down to the service centre and give my Atom for checking if it is a hardware issue. He told me that the service centre people "will do an immediate check" if it is GSM Radio problem and will give a replacement on the spot. He also told me that they'll inform the service centre staff about my Atom's issues.

I'm totally against the idea of leaving my device(s) to service centre people. But,
since the support guy told me that its an "immediate check", I thought ok, its worth spoiling my saturday morning sleep and visit O2 Service Center in Parco Bugis Junction. Mind you, there is no sign board or the name O2 Service Center is
displayed in the shop lists that the Bugis Junction has. The O2 Web site and even the Support people say that the Service Center opens at 10.45. But they opened
fashionably late at 11.10am.

I took my Q number and waiting for my turn. I believe it is an outsourced service
center as it handles other brands also.

When my turn came to visit the service staff, I was surprised to find just a clerk
to handle tech service desk. All she did (mechanically without listening to me properly) is scribble the issues I tried to explain her, on a piece of paper. She didnt even bother to listen properly what I was explaining her. She didn't even bother to check if the problem I'm telling her really exists on my device. All done, she told me it will take 3-5 days to work on my device. I told her, "work? I wanted it to be tested now". If there exists a GSM Antenna problem (i don't know if it is possible for an immediate test. But, atleast thats what the Support guy told me). She said, no such option available. It sounded to my ears like, "Leave your Atom here and take it back".

Then I enquired if the Support Staff has informed them about the issues I'm facing
and that it has to be tested for GSM Radio Antenna problem. She simply told me
"there is no such coordination" between Support Centre and Service Centre.

Definitely dissatisfied with the way things are going, I still left my unscratched
Atom with the Service Centre.

The problem description in the receipt they give us doesnt even have enough space to write one line of description. I wonder on what problem they are working now?

So, on the 3rd day after giving it for service, I decided to call them and check out
whats the status. Tried for 3 hours. For no one lifted the phone.

So, decided to check with the Support staff if they have any info. Which later I
again found that there is no communication on issues between Support and Service centers.

Again after being online for 25 mins, I was finally able to speak with a human.

The support guys didnt have an answer on why they gave me false information that "service centre will do the GSM Radio Antenna check on the spot:.

They couldnt answer why there is no coordination between O2 Support and O2 Service.

The have no answers for why O2 Service Centre people least bothered to listen and check about the problem i have on my atom.

For every question I ask (or bombard @ them) the support guy simply kept quiet on fone!! And that was ridiculously irritating.

I told them, I had enough with my fone, either put me your supervisor on line or
tell me if I can collect back my Atom, so that I can get rid off it by sell it off.

The guy kept me on hold for a couple of minute again saying he wants to speak to his management on this. He came back saying in angry voice, "if you don't want it to be serviced, you can collect your atom from the service centre any time".

He didnt even care or even try to convince me that I should wait for a couple of days and see if I'll be satisfied with their service.

darn the O2. I really curse myself for trusting the O2 support staff.
I really curse myself for buying O2 again.

O2 Support/Service Sucks Big Time!!

If you are here, reading this line... thanks for patiently reading my big long rantings.

Hi bobby, relax man... don't get so piss off... Its very normal because they think its alright for ue to wait for them as we need their help in order to get our device service.

How can we keep quite... isn't there something called Consumerism on this planet and especially in a free and fair democratic country like Singapore? I think I'll fight this out @ the CASE Trust.

the service center i believed is outsourced to semitech. outsource means the company outsourcing company can cut cost and the company that gets the contract can have business. the only losing party is the customer, because the companies can all just play taichi.

Moderator's Note

Moved to the correct forum. Please post at the appropriate forum.

Cheers
John Teoh
PPCSG Team

sorry mod for posting in wrong forum

If you fight it out, I'm sure people will suppot you. I have friends who are all thinking of moving to PDA phone, and they're confused, so highlighting such issues should clear the air.

yesh guys... we all need each others support in fighting with O2.
remember... united we stand.
O2 cannot just play with our $$$ and give us crap product and crap service.

O2 support here seems to be TERRIBLE and CRAPPY! I believe all of you guys have experience the "quality" service they provide at Semitech.

I'm not sure if this is entirely O2's fault (it's their fault for choosing Semitech preherps), but the bad service is caused by Semitech, and not O2.

I sent in my device, it took them 6 days to service it which all that had to be replaced was my soft board for the keys (IIs, not the mainboard). Furthurmore, I asked them to check the "yellowish" LCD and thighten the stylus - in which both, they did not bother.

The worst of all was my screen protected had an extra "incision (rather small)" caused by whatever "repair (or destruction)" tools used. I really wonder if my screen protector wasn't on, most probably they would have cracked the LCD and ask me to pay for me! Darn them la (some stupid tactic to earn more $ ar...?????)

How I wish HTC was here to do the repair (except for Atom), defintely far better standard and efficieny then Semitech (a greenhorn in PPC).

please don't take this the wrong way, i hope u see it in a diffrent light, you are not the only person using the phone, your not the only one calling in, your definately not the only one bombarding them (LOL) or your not the only one with problems. Sometimes being calm and chatting properly to the people u speak to might solve yer issue?

Hope i've not offended u in anyway. ya?

BTW... i hate speaking to ROBOT's AKA recorded msges too....
and thats the longest amount of things u have to press especially for govt sector helplines.....

You are not the first to say O2 service centre Sucks ! .

LOL!!!!

I know it supports whole region. If it is the case, they should give a toll free # for people to wait on line without bothering about phone bills or should open the support centre on saturday also. I don't know if they have a toll free #.

But, don't you think wasting 23mins during my office hours is a good thing?
And that too so many times.




1. i'm not some kampong guy using electronic gadgets for the 1st time. i'm not a novice in electronic gadgets, phones, pdas. If not a pro, i'm atleast a good user.
2. i'm not some techno weenie, who just calls in support without reading the f#$king manual.
3. yesh... i did check with different sim cards.
hope, that answers your question on basic troubleshooting?





I'm not a noble peace prize winner to be calm even after getting cheated by the helpdesk people. And I defnitely don't have a habbit of screaming or yelling at people. And my last week's visit to the doctor, told me that my Blood Pressure is absolutely normal.

I don't want them to "go out of their way" and help me. I want them to help me in the way they should and in the right means for which i'm entitled to as a customer.

The "gentleman" who answered my call previously, asked me to do a hard reset and see if the phone and the camera flash light problem is ok. If not, asked me to "flash the new ROM for the 2nd time" and see if it is ok. I said ok, I'll call them back once I'm done doing it. But since it was already 5.15pm, the guy promised me that he'll "definitely" call me the first thing in the morning the next day. But he NEVER called me back. I called them later in the evening and thats when I started getting irritating suggestions and stupid answers.

I only bombard people when I get cheated. I only bombard people when they take me for granted.





I don't need someone to teach me about politeness, courtesy and manners.
Yes, this is definitely offending comments from you.





The helpdesk people gave a affirmative YES that they'll inform the Service Centre that I'll visit them and they'll be notified with the problems i'm having with my Atom.





If I have to be frank... I should say, I'm definitely offended by a couple of lines regarding politeness and stuff.
And I even suspect if you are from that stupid O2 Helpdesk.
anways, sorry I have been rude.

Screw this... after reading your reply. Enjoy being played around.
See who'd help you.
call CEO Lor.. Complain lor.

Im just trying to let u see a diffrent point. Need not get personal.

Enjoy your ride.

its such a pain seeing things like this.

I try to help and u take it personal and attack me.... whatever dude...
congrets to whats happening to you.

dude... im not taking it personal... i was just saying it the way i felt.
the way u said, i felt as if the support guy from O2 was talking with me. The way he was saying to me was like, "thats it. thats our service. live with it. or go take a dive in the singapore river".

Nothing personal bro! chill... come, lets go have ice kopi!

not that way dude... im trying my best to help u as well. i just feel that i've had good service by them.... perhaps i could call my regular guy and ask him...

I find this funny. Get rid of a problematic Atom by selling it off. LOL.

Used Atom buyer beware!

sorri "used atom buyers" but... thats a fact. most people sell off their devices only when they find a problem and when they think its better to get rid it off before the resale value dips low.

guys.. a quick update::

i mailed the same thing that i posted on this thread to the O2 support guys.
some nice lady (nice not because shez a lady. but because she got the basic customer service skills) from O2 called me. She told me, she'll look in to it personally and will get back to me by the end of the day, about the status of my phone and if i can get a one for one replacement, because i bought the phone exactly 30 days back.

fingers crossed.

thanks bro. appreciate your feelings. sorri if i was rude.

I hope my PDA give me trouble-free computing for at least a year.

Seems like they just suck

Well, If you guys deal with tech support people daily, you would be suprised the level of difference that is out there. Sometimes you would get a good, responsive and responsible tech support the help you and sometimes it's the "other" type of tech support.

I do wonder if it's boils down to whether the company bothers to do basic level training or whether the person behind the phoneline is being responsible on the their job.

Well either way, sometimes, us being the consumer have to bear the brunt of having a warrantied items and still run, up and down like a dog to get the things fixed.

Hi Bobby, How is your Atom now? Did you get a one for one replacement?

maybe he sold off his atom already??

i wouldnt be surprised. because im one of the people who find singapore O2 after sales service really horrible.

1) their phone line is either no one picks up or engaged.
2) Long waiting period when send your phone for serive. and u can sure see people complaining during your wait about the above statement
3) 1 week already and still nobody call me to inform whether my mini is ready or not.
4) wrote emails to O2 3days back pertain the statement 1. not a single reply

waving my hand to O2 at the same time...

Looks like a lot of o2 customers are unhappy in the same ways to the service centre. Looks like o2 does not offer premium care for premium price of their product..

think not only customers not happy with repair center? but others as well.... ??

i also wanna to complain no relpy from them yet since 2 weeks.mine was just to remove the camera and not do any service like update software or what..so any bro here can tell mi what to where to complain is the best since i call up the 02 service centre no people pick up the phone ..mon i just drop by bugis they say will call mi again 2morrow to explain to mi y the process is so long or when i can collect the phone (wao kao du lan kanan shoot)i will write letter up or even call up to complain i f the line gets through.if next mon i don't get mean is 3 weeks what the hell r they doing.no more 02 for mi again.and i wll change a phone if other phone attract mi ..

Complain to their manager or their management...Think CASE not handling this.. Partially the repair time been ridiculously long is because of its miserable one small service centre. They should be aware of repairing pda phone take longer than normal phones, Therefore they should increase more service centre. One sentence rubbish service for premium customers. Hey! O2, are u listening??

i complain already they gave mi the excuse like my phone is ready at the service centre but just no delivery man to collect.and i say i drop by to their service cenentre there they say no.wao kao stupid excuse .management or manger also like bo cham just wanna gave mi a stupid excuse and kick mi away.02 service sucks

this is very bad in terms of their service... they think they are high and mighty.... its the public that can bring u up or down..

Actually I wouldn't blame O2 for it, they sign a contract with horrid Semitech.

so does it mean i kept complaint to 02 they will ask semitech to WAKE UP THEIR IDEA!!!!!!!!!!!no matter who sign contract to who as long semitech is their authorie service centre they will haft to bear the responsible of their after service after all we pay a hefty amount to buy their product and hope they learn their lesson if they still wanna sell their product here...2morrow i wll make a effort to go down bugis and make a scence there because it is really too much. 3 wk just to remove the bloody camera does not make sense right ..guess i haf to make a big whoha in order to get my phone out of the bloody place there...another words is 02 suck to sign contract with semitech and semitech suck don't know how to do business hope u closed shop soon.sorry for e long winding because realli up to my limit i swear no more 02 for mi and i ask my friends and relative to ban 02 phone ..that all

mon i went down to bugis again and guess what even the customer guy rember mi and i told them to forget about removing my camera just get my phone out of that place.guess what he told mi that his supervisor is taking care of my case because seem like got 2 other cases like mine. i just ask him where is my phone i just want it out of the darn place he say he also can't answer mi because he does not know where is my phone now.seem like my phone and two other guy phone also mia.so if they lost my phone i sure ask them pay mi back a brand new phone..darn du lan already now they looks like lost my phone

Haa thats pretti bad.. Think they have a lot of such cases at hands that they forget this and that.. Wetting their pants?

FYI, ACCS is buying over Semitech's mobility business (which I suspect is the mobile phone side) for $7.5 million. So chances are, we'll all have to go back to ACCS for our after sales support......

Better still.. Hope we don't need to face Semitech anymore and forever..
Hooray!!
Seriously, Semitech should be heavily fined for bringing down O2 reputation and causing them to lose business opportunites.

I don't think O2 reputation going down at all with the number of sets sold per day.

Yes, people still buy O2 handsets. But they do not know that after-sales support is pretty bad. If they knew, i don't think u will have e same no. of buyers. isn't that tarnishing O2 reputation ? And look at e no. of frustrated people saying that they will not buy O2 products anymore.

guys!

i think i just struck lottery!

just called 63331512 and someone actually picked up the phone !!! enquired about my repair and was told that it's still not ready though...stating that they will call me IF it exceeds the 3-5 period. I'll be waiting.......

but if anyone of you REALLY wana speak to them, call now !!! there's actually someone there !!!

bobby i need your help

whats the email address you emailed your complaint to?
or better still, do you still have the number of the nice lady who dealt with your case?

I'm very very very frustrated over my phone still being spoilt and intend to kick up a good fuss.

please help asap

don't know if my KBKP over the phone this morning worked...but i actually got a call from O2 support this evening asking me to collect my mini!!

went down there and waited for about 5-10 mins, tested my mini, check,check and re-check for almost 15 mins and verified that it works!! during my wait there, saw a "well-endowed" lady KBKP at a blonde hair support guy....saying that she will call and come down everyday until her phone is done wor....

conclusion:
MUST KBKP....or else nothing will be done.....
i'm treating my mini like diamond now....because if it breaks down again, i don't think i'll be this lucky again!

good luck guys!

Anybody here has the contact number or email or address so that i can reached the management level example the manager? I am real serious in getting the media or press to know about my situation. thanks.

I am really getting furious about the service that O2 is providing now. I have sent in my atom for more than 3 weeks coming to a month and I have yet to receive any phone call or emails from them. Can you imagine having a new phone in the service centre for a month?

How long more are they expecting me to wait? A year? I am waiting for a explaination from the manager. I will not hesitate to contact the press about this issue if they still refused to address this issue.

Is there any solicitors or people on this forum can advise me on what to do in order to get my phone back. Thanks.

Wow.. I used to be an O2 XDA2s user almost a year ago. I had the same problems faced by everyone here. Long wait times, bad customer service, bad helpdesk service, countless repairs etc etc... and that was with ACCS! So i see changing companies has not helped them a bit. This is really unacceptable after service support. Someone who's disgruntled enough should really really write a letter to ST Forum and hope it gets published man. Or better still, call up computer times and ask them if they want to do a special section on bad after sales support, i'm sure that some of us have experienced good service from other centres before.

Just a thought from an ex-user...

visa-man: u should really call them up and screw them one time. 3 weeks to a month turnaround time is ridiculous. u just lost a month of warranty! wtf!!

I'm w/ you man. They just called me to tell me that i'll have to wait for 1 month or more, they don't have the part they need (the darn mother board). This is out of this world. I don't even know why they have a service center, they should just state on the box that you buy it at your own risk.

By the way, O2 defines to repair policy, they are the cheap O2, the service center they just execute. They sell some of the most expensive phone and they have the worst service, no loan, no replace ... nothing. If you go to any other brand w/ cheaper phone they do it all.

I know someone who had his treo replace after warranty for something minor. That's service. Guess what, now he only buys treos.

Bloody O2, cheap rip off branding company.

I sent in my O2 mini on the 3/4/06 for removal of camera but have yet to receive any call from them. They state 3-5 days for the job to be completed. I also tried calling 63331512 for the past 3 days but NO ONE answered despite calling at least a hundred times!

Anyone has the contact to their management level.
Thanks!

I got my camera remove from my 02 Mini due to workplace constraints within the same day.

You got to demand them to get it done by today, and don't let them tell you that it takes more than xx days. Just tell them removal is a simple task and it does not takes the engineer more than 1 hour to do the task.

....3 to 5 days of waiting time is a luxury to tell, maybe your phone is still hiding in somewhere in the box....