It's official PocketGPSWorld.com doesn't exist!!

[MikeB]

PocketGPSWorld.com does not exist!!

Well according to mycare at O2 (or should that be "don't care") we don't anyway.

We were trying to order 3 XDA2s for some testing that we will be doing soon. I placed the order with O2 Business and was told that the order would be confirmed within 24 hours and delivered within 3-10 days.

36 hours later and approaching late afternoon on Friday I phoned to find out what was going on and was told that they were very busy and my order was in the queue to be put on the system and would still be delivered within the specified timeframe.

5 days later I finally get my order confirmation.

8 Days later I get an email from "mycare" saying my order had been rejected because O2 were "unable to identify your company on O2 credit vetting system". Hey check out this web site. Do we exist? Well 17,000 people a day think we do!

Thinking this was a mistake I phoned the order line. To be told in no uncertain terms that they "only take your orders here" (for orders read money) and that I had to email or phone a premium line to track my order. As I am away on business for the next couple of days I decided to call the premium line as I was told by the order person that they would phone me back.

On answering and spending 30 seconds explaining to me that I was being charged by the minute for a pre-sales inquiry, I was told that they don't phone people back that this was an online service. Having explained what I was told by the order line the order tracking operaqtor reluctantly took my details and did indeed phone me back.

Having explained what was happening the operator said she would phone back. True to her word she did call back and told me that the credit checking company they use couldn't verify PocketGPSWorld.com. Well we know different don't we? I was effectively told that it was now a case of me contacting the credit checking company and sorting out their problem, at no point did she suggest that we check the details that the order department entered.

This was clearly my problem not theirs.

Having accepted this I then asked if I would have my order prioritised when the credit issues were sorted out. At first the operator didn't understand what I was asking but after 3 attempts she did! I was then told that my order would go to the end of the queue and would be processed in turn. When I tried to point out that I had not got the service I would expect and would have hoped that they could prioritise things I was constantly interrupted and the operator was not at all interested in listening to my comments.

I then tried to call the vetting company for over an hour but they were constantly engaged. In the end I had to give up to catch my train,

The bottom line is if there is any mobile phone company out there who wants to match or beat the O2 tarrifs.price for three XDAs and understands that customer service means that they appreciate who thier customers are please drop me a line at mike@pocketgpsworld.com. If you do help us we will credit you as the supplier on all the reviews we write that use the XDA.

If you are part of the management of O2 and are reading this I would appreciate a line explaining why your sales staff appear to be particularly unhelpfull, generating anger in customers when things go wrong rather than pulling the stops out trying to sort things out.

I have been an loyal O2 customer for almost 10 years, that is about to change now.

Mr Angry of PocketGPSWorld.com (sorry we don't exist)
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Mike Barrett

[DavidW]

I have to say that O2 are being pretty pathetic.

I've been very fortunate in dealing with companies. My mother is self employed, and I often get involved in specifying and ordering equipment for her. I've found that if I'm honest about who I am and what I'm after, most companies will be co-operative.


Having got fed up with several service providers' lamentable consumer customer service, I called Vodafone's small business section to see if they'd take me on. When I explained what my needs were, and that my interest was in things like GPRS (which, at the time, was very new), not flashy handsets, they readily agreed and we did a deal.


Similarly, I've been dealing with the small business unit at Dell. We actually have a Dell account manager, who just gave us a £215.97 discount from the online price of a laptop and video projector. It's our second over 3000 pounds order from Dell in under 12 months, but it certainly made us feel our business was wanted (the price even without discount was pretty competitive for the specification chosen).

They also came up good on the customer service front. We'd ordered the laptop with a car charger, and the account manager noticed that this item had suddenly gone to "unavailable for 26 days". Not wanting to hold up the rest of the order, he cancelled the order, and called me suggesting that he should resubmit the order without the car charger, and he'd follow up with me about the car charger when it was back in stock (I notice that the car charger has temporarily disappeared from the online store).

To maintain the discount level, I asked for, and was given, a free DVD writer in the laptop. I got a call half an hour ago to say that the kit will be here on Monday, which is one working day later than the original projected ship date - in other words, they shipped on the original projected ship date.


O2 could have done better for sure over this. If they had problems credit checking Pocket GPS World, I'm sure they could have come up with some kind of solution - just as Dell and Vodafone have for me. This sounds like a classic case of applying systems too rigidly and in a totally unintelligent fashion.

I hope you find an answer. Unfortunately the only mobile phone contact I have is at Vodafone, and the XDA 2 is an O2 product.



David

[Dave]

I think what they're trying to tell us is we're part of the net, or more so Mike is starring as Angela Bennett

[andygrove]

I must say this is a bit worrying. I've just ordered 5 Blackberry's and a Blackberry enterprise server from 02. They's promised me Delivery by next thursday before 10am (they actually promised monday but I'm out of the office for three days). I'll let you know how I get on.

We're thinking of using XDA 2s for our sales people when they manage to deliver the RIM software addin that's promised for September. Let's see if they can deliver that!!

I bought mine from:

http://www.mncgroup.co.uk/products/pda-pocket-pc/o2-xda-ii/

They delivered on time although it's a bit difficult getting through to their support afterwards. Hope it helps.

[Trev_H]

Hi,

I too had problems with o2, I tried ordering a 6230 but they screwed up. When I complained I was partonised by sales. I got my own back though.....I emailed Peter Erskine (CEO) and got a call back from senior complaints who did take it seriously. A couple of days later I received a personal reply back from Peter plus a credit off my next bill.

Peter can be reached at Peter.Erskine@o2.com

Hope this helps

Trev

[dejongj]

Wow easy! Calm down...

I do not work for O2 but I can understand their procedures. There are just too many fraudsters out there. And just having a website that is being frequented doesn't mean you are credit worthy now does it?

O2 is being sensible and by the sounds of it, have outsourced their credit worthyness vetting. As such they will have to rely on the expertise of who ever it is they use. Rightfully so O2 should not know why they have received a negative advice regarding pocketgpsworld.com, if the agency had provided that information to O2 they would have breached the DPA....

I mean the limited company has only been formed on 28/10/2003 and you haven't filled any accounts yet have you.....BTW This is public data so I am not in breach of the DPA....

Good luck...

Jean-Paul

[alix776]

i have and xda 2 and have found like for like on o2max o2 are 70qiud more expensive than orange im now only using the xda for gprs with tt traffic and email
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currently using aponia truck navigation on windows phone. Good bye IOS don't let the door hit you on the way out .

Oh the joys of being a courier.
device Lumia 950 xl

[Darren]

The problem is short of buying an unlocked XDAII or Qtek2020 there are no other options. Orange have the m1000 which is an XDAII equivalent but it's only available on corporate business accounts
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Darren Griffin

[Darren]

[MikeB]

[Talkingbollox]

FWIW I think Mike should have talked to Corporate accounts rather than order over the net. That way the Corporate Sales person would have been able to obtained the company's details etc. and see the sale through

I'm FD of a Company and that's how we selcted O2 for our 10 phones. We have a dedicated Account Manager who comes up trumps everytime. We get a cracking deal on the tariff (not published), and receive free bundles eg. International Traveller, 1st 100kb GPRS free, insurance etc.

Overall I've been quite impressed with 02 from the Corporate Account point of view.

[Skippy]

[MikeB]

Thanks for the constructive comments from Jean-Paul, TalkingBollox, and Skippy.

As far as the DPA is concerned, there should not be an issue. The DPA exists to protect the privacy of individuals, not corporate entites. And as we have seen this info is freely available on the web.

We were indeed trying to set up a business account with the advantages that using multiple phones on one bill can give.

There was no issue of the company's credit worthiness as the bill was to be paid on my personal credit card. This was made clear when I signed up. As a director of multiple companies I have not had any probelms obtaining credit from other companies or financial institutions

Having said that this is really not the point. The issue that I have is not with any of these problems as I am fully aware of all of these issues. My issue is with the way we were treated and the sheer intransigence and inflexibility of O2 to even try and help me.
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Mike Barrett

[clansfolk]

Had nothing but problems with O2 - a pre paid packaged I bought for my wife they refused to honour saying "We stopping doing that package so there's nowhere on the system to enter the details - sorry" after 14 days of phone calls we managed to get my wife online, but everyone I spoke with was most unhelpful, when I upgraded my last phone to the model they suggested, it didn't do what they said it would again evenually they changed it - and then they drop the "Loyalty Bonus" - should that have told us something?

I said "goodbye" went to Vodaphone and found the staff there very helpful.

[Mickmay]

I have a Barclaycard and they have a specialist O2 unit.

I have been an O2 (or BTCELLNET as it was known) customer with them for at last 10 years.

I recently upgraded to an XDA2 and run TT3 bluetooth and I got a £50 discount.

I have always has good service from the specialist O2/Barclaycard team and delivery was next day.

I contact them on an 0800 number which also provides support.

You do however need some form of Barclaycard as the bills are paid that way. So you may need to make any initial enquires via Barclaycard.

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