Like many O2 uk users I have made many attempts to upgrade my firmware with the latest release and despite the easy instructions I won't debrand the phone. Like many others I have been hoping that O2 uk will release this and I can have a happy me and happier phone. Not too much to ask is it? Well here is a sample of the inept and useless support I have received.
I contacted O2 via the official site with an email asking about the firmware upgrade and mentioned the difficulty I had had in finding a clear answer, and the other day I found this in my inbox
Hello Neil Thanks for your email about the latest firmware for your Sony Ericsson Xperia X10 phone. I'm sorry to know that you were unable to get any information about this. In order to download the software for your phone, please click on the link below: http://www.sonyericsson.com/cws/support ... c=gb&lc=en
You can also call our Customer Services team, once again, on 0844 809 0202. They'll transfer your call to our Data Support team, who'll be happy to help you. They're available from: - Monday to Friday ? 8am to 9pm- Saturday ? 8am to 8pm- Sunday ? 8am to 6pm. The calls to the above mentioned number are chargeable at a standard rate. However, if you dial 202 from your O2 Pay Monthly mobile, it wouldbe free of charge. I hope Neil that our support team will help you in downloading the firmware successfully. For any further help, please feel free to email me or visit our online help centre at: http://www.o2.co.uk/support/generalhelp/help Kind regards HelenO2 Customer Service
My reply went like this
iThank you for your response to my question.
Unfortunately your reply has not addressed my query. You directed me towards the Sony Ericsson website which does have an update to download, but as mine is O2 branded it wont allow the download. Now without wishing to sound matter of fact I shall again explain the problem.
Sony Ericsson have released the firmware upgrade for the X10 and if you have a generic phone you will get this either via the website or via the air.
All major networks have had the software through the branding system and have released it to their customers, including some of O2s sister companies but O2 Uk has not and seems either oblivious to this or are not interested.
There are numerous X10 forums where many users with O2 are experiencing serious issues with the phones performance which would be helped by the firmware download.
In my contact with O2 I have been met with near hostility trying to explain this firmware exists and ignored when I explain that on the official O2 forum the problem has been discussed.
I can only conclude the following, O2 are so wrapped up in all things Apple that it has no time for us X10 users. Therefore, as I have a phone that has recognised inherent problems which the manufacturer means to address with an update I have a 'faulty' phone and as O2 are not releasing the required update I would be entitled to cancel my contract and take my business elsewhere. As an example, if this were a motorcar who's manufacturer issued a recall and my franchise ignored this recall to have the problem fixed there would be an outcry. Phone car or microwave oven it makes no difference.
I will allow you to investigate this again and see if someone makes a decision as to this matter, if not then I will be seeking the correct advice in parting company with O2.
Neil Porwol
and this morning I received this
Hello Neil Thanks for replying to the previous email. I'm sorry for the inconvenience caused to you. I'd like to inform you that the firmware software is currently not available with us Neil. I'm really upset to learn about the difficultiesyou've been facing in getting this resolved. However, you can get it from any O2 store. To locate the nearest O2 store, please click on the link given below: http://o2.asymmetry.co.uk/ To get information on the firmware software, you can call the Sony Ericsson manufacturer on 0870 523 7237. Alternatively you can check the information on the link given below: http://www.sonyericsson.com/cws/?direct=true I hope the above information helps. If you need any further help, pleasereply to this email visit our online Help Centre at: http://www.o2.co.uk/help Have a pleasant evening. Kind regards RadhikaO2 Customer Service
What a crock of S***!