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SERVICE: Amazing O2 Germany xda Customer Care
Posted by Arne Hess - on Friday, 25.07.03 - 15:21:00 CET under 09 - Thoughts - Viewed 6282x
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Wow, I'm completely impressed how O2 Germany works and helps their xda customers!
Last weekend, my xda decided not to charge anymore, don't know why but for any reason it doesn't pick-up any power anymore while it still was connecting to ActiveSync. The battery was okay - as far as I've seen - since it still worked and had (according to Spb's excellent Pocket Plus) 4 hours of stand-by time.
So I called the O2 customer service to tell them that my xda don't want to charge anymore; this was yesterday and after some explanation what's wrong and that this isn't because any defect chargers or adapters the customer service told me I should remove my SIM card, remove every accessories including stylus because it will be swapped.
When I asked him where to send it to he laughed and explained me that a parcel service will come to me and bring the new xda. I simply have to give them my defect one and everything is okay.

Just an hour ago my door bell rang and I received my new xda - flashed with the latest available ROM image.

That's what I expect to be called real customer service. Thanks O2, a great service from a great carrier for a great device! Keep up the good work! ;-)

Cheers ~ Arne


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Posted by Wolfgang Irber on 25.07.03 - 22:39:20

Well, when talking to friends and searching the newsgroups on web, I get the impression that o2 had to exchange a high fraction of xda models at least once.

All the people I know already use a replacement model.

Even in my case, I already own the third model within one year, and always the display was gone. No bad treatment of the device from my side. It just went dead!

In all cases, o2 did the replacements within 48 hours (working days) which shows - as Arne mentioned - great care for the customers.

But how feels the carrier, are they not getting into a stage of dispair?

At least... my monthly bill tripled since owning the xda and this is certainly comforting o2 to some extent smile


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