In Lukeâ€™s case, he had a problem with the antenna of his iPhone. He visited an Apple Genius Bar where his problem was identified and his phone replaced.
It literally took 5 mins on the spotâ€”Genius checked it was a hardware issue (antenna), then swapped it.
While he waited, in other words.
Contrast that with my experience where I visited my nearest O2 store last Friday; they checked the phone and confirmed it would be replaced under Apple warrantyâ€¦ which will take a week to ten days.
Of course, Luke and I have different issues with our respective iPhones although the end result is the same: replace our phones for us.
So why couldnâ€™t O2 have done the replacement there and then? Just wondering.
Hmm, let me just recap my recent experience with O2:
- After the iPhone conked out on Boxing Day, I spent the better part of 100 minutes over the subsequent week in three different calls on hold to O2â€™s iPhone support number, two of them on a landline at national call rate, the other on a mobile phone in which Iâ€™d plugged the O2 SIM card (and which call was disconnected after 30 minutes).
- In each call, I suffered the most awful hold music ever devised by man (or maybe it was an alien).
- Yesterday, O2â€™s PR on Twitter mused that my unsuccess in connecting with anyone in support was probably due to the iPhoneâ€™s popularity over Christmas: â€œJust seen your blog, sorry about the problems – iPhone v popular over Christmas. Let me know how you get on w/your phone returning.â€
- A great experience at the O2 store in Reading last week was tempered somewhat by the fact that itâ€™s going to be at least a week, and likely ten days, until a replacement iPhone arrives at the O2 store in Reading; theyâ€™ll call me and I then have to go into Reading to get it.
- Today I learn that my friend Luke popped in to his nearest Apple Genius Bar and got his faulty iPhone swapped while he waited.
Iâ€™m beginning to feel a little aggrieved with O2.