â€œDear Apple Customer,â€ it began. â€œApple would like to get your feedback regarding your recent iPhone service experience at your local Phone Network Provider,â€ they said. â€œThe responses you provide in this survey will be used to improve our support services and our products.â€
The phone network provider Apple refers to is O2, which is the exclusive mobile operator for the iPhone in the UK.
If youâ€™ve followed my travails with the iPhone since Christmas, youâ€™ll know what I think of O2â€™s iPhone support structure.
So I thought, hereâ€™s a great opportunity to tell Apple what I really think of O2.
Yet I ended up choosing responses in the survey that were more positive about my overall service experience: after all, the service I eventually received via the O2 store in Reading ultimately did resolve the issue, ie, I received a new iPhone replaced free of charge under the Apple limited warranty.
My dissatisfaction with O2 â€“ the negative feeling about which is as strong today as it was a week ago â€“ is mostly to do with the useless telephone support service for iPhone. Thatâ€™s my whole experience of it: useless.
So I did take the opportunity of letting Apple know my thoughts about that part of O2â€™s service.
10a. Is there anything else that you would like to share with Apple about your recent service experience with the Phone Network Provider? (Note: 2000 character limit)
The iPhone telephone support service offered by O2 in the UK is the worst of any mobile operator that I have experienced. Before visiting the O2 store for help, I made three attempts to contact O2’s iPhone support line, each of which was unsuccessful: all I experienced was 100 minutes of being on hold. A useless service.
I hope Apple shares that with O2. But will that make any difference to anything?
My final thought: nice to hear from Apple asking for my opinion. Not a word from O2, though, since the warranty replacement. I did get some sympathetic noises from the PR on Twitter at the time, but that was it.
A Comcast Cares O2 is definitely not.