What a Beautiful Day

September 10th, 2008.
08:24

One year, to the day that I started my employment with a little company called SpinVox and… Wow, what a journey it has been so far…

The view you see before you is the view that I have right now, as I type this post from the departure lounge of Heathrow Airport’s Terminal 1, (looks familiar huh?). As you know some time ago I got ‘the call‘ and lo and thusly I am on my way to Finland.

But we’ll come back to that…

What I want to talk about, if you’ll indulge me for a moment, is the amazing journey that I’ve been over the past year. Personally, professionally and of course geographically.

Working backwards, I can honestly say I don’t think I’ve ever been so well travelled, (although quite how you can be less travelled I don’t know – heh), with my work so far taking me to such places Barcelona (beautiful) San Francisco – twice (one of my favourite places in the world and a potential base for me the future for certain), Las Vegas (ugh)… and, as we speak, Helsinki.

There of course being no rest for the wicked, straight after this trip I’m headed out to New York then onto Las Vegas once again and by the looks of things Frankfurt too before the year is out.

I used to mock my friends when they used to get the work trips abroad, accusing them of ‘going on a jolly’ and basically being a bunch of work-shy sun-seekers. But guys, if you’re reading this, I take it back. I now know… It’s relentless! Don’t get me wrong, I absolutely love it – wouldn’t change it for the world in fact. But jeeez… talk about taking it out of you! This time round I’ve prepared. Both physically and mentally.

Bring. It. On. 🙂

Which dovetails nicely back into the professional part of my journey. So, as I said, one year ago I joined SpinVox. Bright-eyed and bushy-tailed and ready for whatever they had to throw at me.
Having initially secured the interview after being told by a recruitment agent that I was ‘definitely a SpinVox person’ I was taken onboard to apply some ‘Digital Native’ thinking, if you will, to an already rock solid proposition…

Six weeks later I was on a flight to San Francisco after launching Social Networks through SpinVox.

Awesome.

I’ll never forget rocking up to my first CTIA in torn jeans, flip flops and my now trademark MASSIVE white sunglasses adorned across my brow and being told almost immediately:

“Oh, you’re ‘The Web Guy’. You’ve got the look for sure.”

HA!

You’ll be pleased to know that I’ve since smartened up my act somewhat (although the Sunny Gs remain) and I’m now ‘The Social Media Guy’.
Which kind of, in a sense, further demonstrates the journey: Starting with Social Networks through SpinVox, then getting Big Talk (the SpinVox Blog) off the ground, working on and around the digital propositions…
All of which meant that in February of this year I was part of the team that flew out to Barcelona to represent the big SV at Mobile World Congress (MWC – previously known as 3GSM).

This is when my entire world changed.

Suddenly, almost overnight, there was this paradigm shift in how I saw the industry around me… and it was changing. Mobile is my first love and always will be, but in Barcelona the power of Social Media and what it actually means really hit home.

Walking the floor at MWC, finally meeting some of the big names in blogging face to face… Shall I list them?

Nah. If you’re reading this and I shook your hand in Barcelona, then I’m talking about You 🙂

I was saying; Meeting you guys and gals face to face made me understand the enormous sense of community that lives and breathes in this new world of ours… and the enormity doesn’t just stop there either, it also applies to the immense importance that we place on this community as well.

We, you, me, them, us… We are right here, right now. Carving out and pioneering a new digital age for our children to grow up into. What you think and say about this whole space will define how the rest of the world interacts with their digital media for the next 10-20yrs, if not more.

Social Media ‘happened’ (for me at least) this year; I’m going to be able to look back and say ‘Yep, I was there’ …well, you were there too. It’s happening Right Now.

And listen, without getting ranty, understand this – what I said up there – is paramount to any and every business today. It really is.

Arriving back from Spain after the conference finished, with the support of my boss, I got to work on a Social Media Strategy doc that, with the help from the team, would define how SV as a business and as a brand would operate in this space… and so far, it’s playing out nicely.

So yeah, we’ll see on that one shall we? 🙂

Building that thing up and playing it out through the year as we have has been an awesome experience. Learnings on the way of course – some things took a while, some things took off straight away and some things you just can’t predict..

Hence the journey I guess. But I tell you one thing, in this job I don’t think I have ever been happier.

And in fear of being a complete link-monkey, ‘not ever being happier’ leads me quite perfectly into the “Personally” part of this little trilogy.

A few of you reading this may follow me on Twitter or even chat to me on Jaiku, in which case you know that most of the time I am of quite a cheery disposition and I take pride in the fact that I truly enjoy life to the fullest. Now I’m not big on sharing personal stuff online.
Not at all.

Gotta keep something back, y’know?

But anyway – the fact of the matter is, right now, for the first time in a long time I am happy.
Truly and utterly.

And I love it.

Thanks to you guys, for all of your kind words, support and just general awesomeness over the past year.
I’m looking forward to the next one with immense relish and I’m rubbing my hands with glee…

I’ve said it before and I’ll say it again – Bring. It. On.

😀

Thanks for reading…

Oh yeah – and there was that small matter of being in Finland.
Guess it’ll have to wait until my next post, (tomorrow – promise).

😉

P.S. It’s taken me all day to get this post up, I’m now in Helsinki and a very happy Whatley indeed.

September 10th, 2008.
20:49

“What Wii did on Sunday…”

First official ‘proper’ post of the new blog site, AHOY!

How to make a Minority Report-esque interface using your Nintendo Wii!
(by yours truly and geekyouup aka Richie Hyndman of Mippin fame)

🙂

Now, this all happened thanks to the awesome social media world of the internet, how?

Well the thing is, I (along with a few others) like to organise Mario Kart Wii competitions over Twitter.
So far so Nintendo Geek…

But ‘Wadds‘ – aka Stephen Waddington, Managing Director of Rainer PR – spotted this regular occurrence and decided to share that he’d given up playing games on his Wii and how he now is all about creating something like this.

“Wow, cool!”

I took that link, threw it at Richie and he came straight back to me and said:

“Come over Sunday, let’s do it!”

ROCK. ON.

So – Big love to Johnny Chung Lee for showing us the way – and also bonus props to Stephen for giving us some blog love first thing this morning!

Nice work all round,
Cheers.

🙂

MIR: The Mobile Geek of Glastonbury: Intro

Greetings readers, your friendly neighbourhood Whatley here;

While some of us are off gallivanting around the Maldives – sorry, ahem – A DESERT ISLAND, other bloggers, like myself, have to make do with the festival season to amuse themselves here back in the UK.

And what better festival other than the Mother of all festivals: Glastonbury!

:)

Yes, it really IS that muddy. I took that photo myself.

Last year, I think I’m pretty safe in saying;

I was the ONLY person to live blog Glastonbury from a mobile phone.

Yes. That’s right, I blogged the whole darn thing (well as much as my battery would allow) from my Nokia N95-1 (the original silver one, the one with the REALLY poor battery, y’know?).

In fact the only reason my current blog exists is because of my then(?) obsession with Mobile Blogging.

You can go back and read some of my exploits here, here and here if you’d like.
But really, all you need to know is, at the time, the only way I could do this (AFAIK) was through VOX.

VOX has a neat little application that sits on some/most Nseries phones that you can download and is also available as one of the upload options in the Share Online app, also found on most Nseries phones.

Power wise, again only for last year, I had three N95 batteries (BL-5Fs for the true geeks among you) and these two things below:

That on the left is an independent battery charge-base and that on the right, a portable double AA battery powered phone charger.

The former proved itself to be extremely useful, then and indeed over the past year of ownership too. With that handy little device I can always have one battery in my phone, while another charges. This, of course, is all well and good until you go and lose the damn thing; which is what I did a matter of days ago.

I digress.

The thing on the right, I bought that from Amazon, thing is mind.

It . Was. Rubbish.

In fact I think it actually USED more battery power than it actually gave back. I ended up passing it onto some fellow festival-ite in our circle of tents. It conveniently came with a bunch of other adaptors – not just Nokia; covered SE, Motorola, Blackberry… the lot. You name it. So at least that much was handy about it.

However, for me, it was no good.

And don’t even start me on the quite frankly RIDICULOUSOrange Charge Tent‘.
I mean, who wants to QUEUE for an hour to charge their handset, only to discover that when they get to the front, they then have to wait around for a further two hours to watch their phone charge at an unsecured bar.
Joined up thinking really not their specialty it would seem.

So, how did I stay charged?

Well, while the Orange monkeys were missing out on potentially 3hrs of great music, I managed to find a little store amongst the clothes stalls and falafel vendors, which specialised in phone charging.
You paid a fiver a go and it was kept under lock and key and all was fine. The system the guy had running behind him reminded me a little of chargebox and it wouldn’t surprise me if they were one and the same, I’ll ask them this year and see. Anyway, this little store became a daily haunt for my good self.

In the morning I’d get up, review any content from the night before, write a quick post or two and then upload as much as I could before my battery died. After that I’d mosey on down to aforementioned phone charging establishment, pay my fiver, and then go off and meet friends who I’d arranged to meet at a later time (do you remember when we did that?!).

Later that afternoon I would pick up my phone, liaise with all the folk that had been trying to reach me for God knows how long, and then get off to another stage where upon I’d take more photos/videos that I would later, no doubt upload.

Lovely stuff.
So aside from the not-so-brilliant portable phone charger, last year was a reasonable success.

But what about this year?

Well, my VOX blog is still up and running.
So I’ve got that working just fine, but now look at all the other things I can do!

I can upload via SMS, MMS or Email via Moblog.
I can simply make a phone call and speak a blog post through SpinVox.
I can boot up Qik and stream LIVE content direct to the internet. Not only direct to my QIK page, but if I hit ’55’ while I’m streaming, my 500-odd followers on Twitter will get told about it too!

The plethora of Social Tools now available to the modern, festival-going geek, really, truly, is a spectacle to behold.

I shall be using ALL of those services/apps/tools I’ve listed above, and probably more.

The question is Dear Readers, which ones do YOU think I should be using?

What should your Mobile Geek of Glastonbury be packing in his rucksack to ensure a complete all round mobile performance?

Leave your suggestions below or, if you have anything you want showcased/tested over the coming festival season, email james@whatleydude.com

Cheers! 🙂

Vote Now! (Food 2.0)

I mentioned in a post a while back that I was taking part in the Food 2.0 project – aptly named:

"Nom Nom Nom".

Well, it's all done now, so you can nip over and have a look at my team's page here and you can also vote for the winner too.

– vote for us – vote for us – vote for us

So PLEASE jump on over and check it out…

🙂

WOOOOO!

Read and post comments | Send to a friend

MIR: Bored bored bored bored

Mr Uber Mobile, James Whatley, is uninspired by the mobile industry this week. I get this now and again. It happens, it’s strange, but there you go. You’d think that the launch of two new Nokias would have got him moving? Not really. How about the brand new Nokia N95 8GB he’s brandishing? Not really. Things are so back to front that, traditionally a loyal Jaiku user, Whatley has even been playing round more on Twitter.

Over to him:

– – –

I’ve been scratching my head for some time about what to write; I’ve had such bad writer’s block lately that Ewan actually gave me the week off last week.

To be honest – I’m still kind of stuck.

So here’s a roundup of the stuff I’ve been kicking around in my head lately:

Microblogs:

I’m hooked on Twitter.

I haven’t left Jaiku, not by any stretch. But do have a strange addiction to all things Twiterry at the moment. Don’t shoot me. It’s just the scope of the damn thing.

Put it this way:

On Jaiku I have a community. In twitter I have an audience.

Nokia:

Two new music phones announced yesterday, anyone notice? No? Yes? Meh.
I tuned in for the webcast when I nipped out for a latte yesterday and well, kinda wished I hadn’t.

*yawn* – Don’t just take my word for it, read what other people thought too.

Digs aside, (music phones ain’t my thing), but keeping the theme:

I’m really loving my new Nokia BH-501 Bluetooth earphones; a gift from a good friend at CTIA. Cheers for those, you know who you are.

Those earphones, combined with my new found love of Mobbler (Last.fm scrobbling S60 client) has made my music experience/sharing/social experience complete.

Earphones on, Mobbler on, Music on; Mobbler scrobbles my tracks on the move, uploads them to Last.fm, the feed from that goes into my Jaiku and my lifestream is complete!

Well the music part of it anyway. It all makes me very happy. Good times.

Unfortunately: Earphones on, (Bluetooth Connection), Mobbler on, (Internet Connection), Music on also equates to the battery life of about 3-4hrs.

“She needs more power Cap’n!”

When will the handset manufacturers realise that us power users, as well as numerous functions also require uber batteries to support them! The N96 battery sent a few shivers across the blogosphere when it was announced (weighing in at 950mh only) but the Product Manger assured us that the applications had been optimised to use as little power as possible. We shall see…

What else?

Networks.

First up – Newsflash – Nokia N78 confirmed expected to arrive on Vodafone within 6wks. Nice.

Sticking with Voda – Thanks for the N95 8GB guys!

I really felt a bit icky when I first received it (special treatment and all that) but I’ve grown to like it; the screen is the big sell for me.

Shame you guys don’t do the N95-1 (original, silver flavour) anymore. I prefer being able to remove my memory and just dump music, images etc onto it over a card reader. Putting 6gigs of tunes on my phone when I first received it was an overnight process…. and I really wish I was kidding.

And – this is a phone fault, not a network fault – the onboard Mass Memory is SO SLOW it’s ridiculous. I often keep my SMS/MMS/Emails off of the phone memory, just to keep it free etc; I recommend NOT doing this with the 8GB. Makes using the messaging functions virtually impossible.
The S-L-O-W memory access also makes the recording of any video (straight to mass memory) equally futile. The image jerks continually and freezes and and and… well it’s just rubbish.

So if I want to make any kind of recording I have to change the camera memory from mass to phone, record the video, then change the memory back, then transfer the file over.
Seriously, it’s PAINFUL.

Just a shame Vodafone don’t stock the N82.

I’ve touched upon this phone in the past and, having trialled the device at length (thank you WOM World) I can tell you that it is arguably one of the best handsets on the market today. 5MP camera, GPS, auto-screen rotation etc etc… Something that makes it standout from the crowd in particular however is the Xenon Flash. Wow. Just WOW. I never thought the introduction of just one feature would change the way I feel about a device.

Two examples of picture quality:

The only reason I haven’t actually jumped ship and got one is that it’s on o2, and you all know how I feel about them. However if you’re not in the UK, you really should find out from your carrier where you can purchase the N82. Seriously it is that good.

The good news is for UK readers is that the N82 (as well as the N81 meh) have both just been confirmed for release on 3UK next month.

So if you’re looking at upgrading or simply getting a new device/contract, then make sure you check this baby out.

Bad points? There are two that I personally know of.

The screen size. Now this one is arguable. I’ve recommended the N82 to four different people already (all of whom have gone on to purchase one) and they’ve reported no problems. But, having been an N95 user for the best part of 18mths now, getting used to something smaller took a little while. N95 users take note.

The buttons. Now these buttons suffer from ‘Marmite-Syndrome’. You either love them or you hate them. I *thought* I would hate them. I really did. They put me off. All I can say is: Try it. I found that actually they weren’t that bad at all. Depends how dexterous you are really, but don’t judge a book by its cover as it were.

But aside from that? Solid phone.

And that’s about it from me this week. Don’t know why it’s a bit hotch-potch, or as Ewan would say ‘all over the shop’, but it is.

I’m off to go play with an Archos this afternoon. Should be fun. Will report back next week.

Been playing around with ShoZu vs Location Tagger vs Flickr vs OVI etc as well.

Got a few other things percolating around upstairs but I guess I’m a bit bored really. Nothing new/exciting going on.

Someone send me something cool to play with huh? Get my brain working.

Cheers.

– – – – – –

MIR: Jaiku Unwrapped – Part 2

In years gone by, expert craftsmen were named Masters. Master Builders, Master Blacksmiths and so on. In this new period of our history, labels are changing. Whatley is one of the only Master Jaikus that I know. He knows and uses the service inside out. Jaiku is his third eye.

Today we bring you part two of the Joy of Ku – Jaiku Unwrapped. Part One is here.

All good? The Master pulls down the hood of his dark billowing robe, turns toward us as we bow benevolently – and over to James.

– – –

Ok – so those of you that read my last official Whatley on Wednesday a fortnight ago (ignoring all the N95 shenanigans that happened in-between); and were quite interested to read my little introduction to Jaiku, then you’re probably wondering what I’m going to cover this week in part two of ‘Jaiku Unwrapped’ (nice title Ewan).

First up: Are you on Jaiku? If yes, read on. If no, go to http://jaikuinvites.com and get yourself in!

Next: Let’s talk about features

Well, there’s a lot to cover. I first encountered Jaiku way back in the Spring of 2007 as an early S60 app. This first iteration being ‘merely’ the cell-tower-naming, life-stream-enabled, active contacts book… and breathe.

So what does that mean?

Cell Tower Naming – Each Jaiku user can name the cell tower that is currently in use by their mobile handset. This information is then shared with your [Jaiku] contacts. This is cool.

Most of the cell towers near me are called variations of Teddington; Teddington Station, High St, Home etc and if any of my Jaiku buddies find themselves in the area, their Jaiku app updates their location accordingly. Can be fun when you’re browsing your contacts and you notice one of your friends is in one of your cells.

Life Streaming – Jaiku was at launch (and arguably still is in some respects) WAY ahead of its time when it comes to TRUE life-streaming. Any and all feeds can be pulled in and aggregated into the one stream. Here’s mine:


Comprising of my Last FM, Flickr, YouTube, Twitter and Various Blog Feeds.

All of my content in one place. Fantastic stuff. Interesting how this is now the business model for the relatively new Friend Feed. Something that I’m yet to try out but I’m told offers a very similar service on the full life stream front. Big deal, Jaiku’s been doing it for ages.

Friend Feed lacks a mobile component however which means no cool, location based stuff.

That aside, all of this life-streaming is no good if you can’t do anythingwith it. Which leads nicely into–

Active Contacts – Now that you (and your contacts) are all life streaming content or Presence Information, Jaiku takes on a more interesting role as a replacement for the native contacts application within the handset. Having Jaiku as an Active Contacts book allows you to see who is and is not available for calling just from one quick glance. Each contact displays the stream coming from their handset – this encompasses everything I’ve mentioned so far (Location, Life Stream Feed Content) and adds to it calendar info (shared, hidden or busy) AND profile information too.

The screens below are taken from the S60 app with my phone set to three different profiles:

The Profiles being General (Green), Vibrate (Amber) and Silent (Red) respectively.

If my Jaiku is displaying a red icon, now’s probably not a good time to call.

Note you can also see my latest ‘kus’ as well as the next event in my calendar; this information is opt-in as part of the sign-up. For the sake of sanity (and privacy) I normally have this set to busy but have shared for the sake of the screenshots.

Having this option available for all of my contacts would be excellent.

A quick glance can show me:

Where you are, what you’re doing, what your plans are, what you’ve been listening to, the last photo you shared, the last video you shared, the last blog post you wrote.

It goes on.

All of this stuff comes together to form one S60 app that is truly something spectacular.

Not got an S60 handset? Try http://m.jaiku.com instead. Not as functional as the app but still easy and accessible from your handset.

All this so far has been about the utility. The product. The usability. The benefits.

In my next (and last) Jaiku-themed piece I’ll cover off the final piece of the puzzle.

The thing that, in my opinion, truly makes Jaiku special:

The Community.
First is this piece from Jonathan Greene who gives a rough outline of the features I’ve mentioned above. It’s a good read but the good stuff is at the end with his fantastic video (from last year!) about the (now live) beta client of the S60 app.

Second is this post from co-creator of Jaiku, Jyri Engestrom. Entitled:

Blind Men’s Baseball – The Social Importance of Peripheral Vision

This one quote: ‘phones were designed with the assumption that when a person picks up the receiver to dial a number, they already know who they want to call.’ says it all for me.

Next week I’ll be in Las Vegas spreading the SpinVox love at CTIA.

If you’re heading out yourself, come find me and say hi.

If not, see you in a fortnight.

Thanks for reading.

MIR: The N95 Saga: What happened next?

First up, if you missed the rant on Friday, then you should go catch up or else none the following will make much sense.

HOLD MUSIC – BA BADADA BA BA BA DADA – BA BADADA BA BA BA DADA

Up to speed? Good.

Next up – I’m still with Vodafone.

Why?

Well. You’ll see.

Thing is, this whole episode has really got me thinking about a LOT of stuff. So there’s a lot to cover with this follow up post, it might turn into another long one. So once again, thanks for reading.

First up – let’s pick up from where we left off.

The early hours of Friday morning:

01:30 – I email my rant over to Ewan

01:45 – He hits publish

01:46 – I post on Jaiku

04:52 – Nokia Geek re-posts the story on
his blog

07:40 – The story re-appears over on the blog by iFelix

08:57 – An SMS arrives from a friend within the walls of VF:

“Would you like me to try and escalate your N95 problem internally? Or would you prefer the vanilla experience?”

I choose the latter, (thank you though for your kind offer – you know who you are).

09:30 – Steve Litchfield links back to the story over at All
About Symbian

Then, at 09:39, the phone rings:

“Hello, James Whatley?”

“Hello there Mr Whatley, my name’s Amy and I’m calling from Vodafone. I hope you don’t mind me getting in contact like this, I’ve just been reading your blog.”

[Note from Ewan: We’re speculating that ‘Amy’ is indeed Amy Rose as covered before on SMS Text News]

“I see.”

“Yes, I searched for your name on our system and then cross referenced the notes on the accounts that I found with your written version of events to see which James Whatley it could be and.. well I found you!”

“Right you are.”

“Mr Whatley, I’m dreadfully sorry for everything’s that happened regarding your N95. We’ve investigated it as much as we can this end and it seems the insurers have rather a lot hoops to jump through to process these claims, something we’re trying to rectify. And you see it’s basically a lot of red tape that we can’t really do much about.”

“Ok.”

“However, I’ve been in touch with them and sorted everything out and we should be able to get a replacement phone out to you as soon as possible. Now this normally happens on the next working day, but I’m going to make a few calls and see if we can’t get it out to you today.”

“Oh well, thank you very much.”

“Only thing is Mr Whatley, we don’t actually stock the silver N95 anymore. We only have the 8GB version, is that going to be ok?”

“Well, er… I actually prefer the silver one if I’m perfectly honest, but I can’t knock it I guess. It’s very kind of you to reach out like this. Yes. Ok. I’ll take it. Cheers.”

“Right then, I’ll sort things out with the insurance company. You will still have to pay the £25 excess charge for claiming but I can just pop that onto your next bill. I’ll give you a call back in a bit to confirm delivery.”

Brilliant. Fantastic. Wonderful.
Or is it?

We’ll come back to this one. Moving on.

09:50 – I get an email from Colin over at Nokia WOMWorld:

“Hi James

Your two week trial period for the N82 has finished, therefore we need to organise the return of the device.”

Just kidding! Read about your ‘kaput’ N95, so out of the goodness of our hearts we will extend the N82 trial period. How about I send out a bluetooth headset too, make it easier for you to call/pester/complain to Vodafone whilst on the move?”

I very nearly spat my latte out laughing! This did make me smile. A lot. Cheers guys.

10:00 – Steve over at S60Blogger made sure he
mentioned it too
– which, incidentally, then got picked up a few more times on some insurance aggregation sites

10:10 – Paul Sweeney of VoiceSage talks about the Expectations
of GREAT Customer Service

11:29 – I come back to my desk and I have a missed call plus one new SMS:

Hi James, it’s Amy calling from Vodafone. Just calling you back as promised earlier. Got good news the phone is gonna be delivered to you today. Should be with you around 2:30. I will give you a call back, I’ll try you again in a little while just so that I can have another chance to chat to you. Thank you. Bye. – Spoken through SpinVox

14:30 you say? Not bad at all.

Lunch time rolls around and the department head out for a colleague’s birthday lunch.

13:25 – The phone rings:

“Hi, is that James Whatley?”

“Yes mate.”

“Alright, I’m just on Marlow High Street, looking for Wethered House (SpinVox HQ), can you direct us?”

“Actually mate, I’m just on the High Street myself. In Chez Gerard.”

“Oh I can see that, I’ll come meet you.”

13:30 – Yours truly takes delivery of a brand new, never-been-opened Nokia N95 8GB.

Just shy of 12hrs since the original article went live.

So – What have we learnt?

First thing: Vodafone have some kind of ‘Forum Intervention Team’ who are happy to step up to the plate whenever things need fixing, (but we knew this already).

This I must say is a HUGE step forward for any operator/network and is something the rest of the industry can learn from.

To have a team in place monitoring the blogosphere for anything of this nature is a great string to Vodafone UK’s bow.
And it’s the exact same thing I used to do 18mths ago for Refresh Mobile, (way back in their Mobizines days).

So kudos to you Red; you came through and you delivered. Nice work.

BUT.

And this is a big BUT that was repeated to me over email, IM, Jaiku, Twitter, SMS and even over the phone from my friends and colleagues alike:

“BUT JAMES?! Well done and everything – But what about the average user? If this happened to your Mum she wouldn’t sit down and write two thousand words on how annoyed she was nor would she know the right platform/channels to use to air said grievances! So, what about your Normobs?!”

Well. There’s a few ways you can look at this.

Ewan bet me £5 that I could’ve got a replacement handset from in-store over the weekend and he was probably right. So did I get preferential treatment? Yes. You could say I did. If I was your average every day customer without access to a reasonably well-read wireless news site, would I have got my replacement handset on the same day? Doubtful, (don’t forget though, I still had to pay the £25 excess, just like anyone else – all VF saved me was time).

This however does not necessarily make Vodafone bad. Later that day I was contacted by another friend of mine, again within the walls of Vodafone. He told me about the Forum Intervention Team and how (in his opinion) they do a good job. Not least because they fix what they can online but because every problem they solve gets put back into the system to try and ensure that the same doesn’t happen again. My contact also told me that Vodafone has a ‘Voice of the Customer’ forum. Everyone within Voda has the ability to raise issues to VOC so they can be investigated.

They don’t take this kind of thing lightly.

The good thing (I’m told) is that this whole episode has highlighted the ‘outsourced insurers’ problem to the VOC which will hopefully mean that the end user experience will improve in the long run.

This is great news.

Short term?

If you are a normob (or if you know one) then the best advice I could give you would be to never give up. Keep calling back, keep kicking up a fuss and keep on keeping on until you get the level of service you think you deserve.

Now in closing; let’s address some of the questions raised in the the comments of Friday’s piece::

Quite a few of you mentioned that I should’ve taken the insurance girl’s hints and just told them what they wanted to hear. You’re probably right. But you’re gonna have to excuse my naivety on this one chaps; the thought didn’t even cross my mind. I’ve never had to claim on insurance before and well – I didn’t know the game was played as such. I’ll know for future reference, that aside – it’s still a sorry state of affairs if this kind of behaviour is ‘the norm’.

Hands0n had a cheeky dig at the state of my N95. What can I say? I USE my handset! I don’t care for fancy covers or belt clips. My phone is purely functional. Admittedly I use every function available but that doesn’t mean I should keep it wrapped up in cotton wool. I love the battle scars on my N95. It shows how much I’ve really got out of it, y’know?

Maybe I should send it off to some kind of mobile phone war museum? Hehe.

Joking aside, this whole episode has taught us a LOT about Vodafone.

Yes, their CS sometimes falters but it’s clear they do care about their customers.

Yes, they gave me preferential treatment, but it’s only through people venting their anger (online or otherwise) at poor levels of service that any big company has any chance of learning/changing anything.

And the less said about the N95 4GB variant the better…