o2 Cocoon outreach doesn't actually reach into o2

The Cocoon looks like a nice handset that will appeal to a subset demographic. I’ve been following the o2 outreach programme — an absolutely fascinating experiment that, I hope, el Chumpo will take on board and actually adopt on-going.

I’ve glanced now and again at the feed and this one caught my attention last night as it’s about the Cocoon and Mac connectivity.

This chap posted a blog on the o2 Cocoon site, thus:

Link: O2 Cocoon Blog » Mac Connectivity

Wanted to drop you a line to ask about the Mac-connectivity of the O2 Cocoon. I bought one today at the Bristol O2 store, with the assurance that the device was fully compatible with a Mac computer. I have tried to send mp3 files from my Mac to my Cocoon with no success. The devices appear to recognize each other but that is as far as it goes…

Obviously the chap is not impressed. He’s either been given incorrect information by the o2 staff OR he’s got a duff Mac and he hasn’t set up drivers correctly.

Warning signs start flying when I read further:

I cannot send a single file to my Cocoon from my Mac, and honestly, I’m beginning to feel a bit ripped off. Especially as I have also attempted to install support software for the phone as well, and I still can’t send any files.

Deary me.

Warning signs are officially flying at top mast, one would think, right?

The chap finishes with:

Do you have any suggestions? I would not treat any practical advice you have to offer as an endorsement from yourselves for anything, but much as I try, I’m only drawing blanks. Please help!!

First problem: The chap is that suspect that he’s actually integrated a disclaimer into his text — he’s expecting that any responses he gets are going to hampered by the tech support arsing around unable to give endorsements. He’s effectively pleading for help on the site that is COVERED in o2 branding and is, one assumes, run by — or run on behalf of o2.

Ergo they know people. Right? If you’re the editor of the o2cocoon.co.uk site, you know people. You get a comment from this guy about Mac compatibility and the FIRST THING YOU DO is you pick up the phone to the Director of Handsets at o2.

The conversation should go like this: “Hi Brian (or whatever his name is), it’s Mr/Mrs Editor of o2cocoon, yeah, hi.. right. Now this Cocoon… is it Mac compatible? Right, have a look at this post we’ve just got. Can you get your chaps to respond to it within the hour please so that when I publish it, we’ve got an authoritative response on the site? Thanks!”

Brian should sort out an immediate categorical response.

The complaint post goes up. Immediately underneath it, someone who IDENTIFIES THEMSELVES as o2 support (or similar) posts a solution.

Job done.

Everyone’s impressed.

Everyone thinks ‘wow, o2 is really reaching out… and they mean it!’

Did that happen?

Heh. No. Dave posted his complaint on August 30th. He got a response right away, same day, from a chap called ‘harvey’ who doesn’t quite get CaPiTal lEtters and how they’re used:

first of all, i don’t think the software is mac supported, as there is no .dmg installation file that i could see for mac. secondly connect the phone to the mac via usb, make sure lcd says connected, then open the phone and select transfer files, now the phone should appear as mass storage device on the desktop, from there open the icon, select a folder and drag & drop as normal like usb stick.

Is that the official o2 response? Who the hell knows. If it is, it needs some caps and some authority.

Matter closed?

No. Next day, ‘George’ has posted this:

I confirm this handset is totally incompatible with macs except maybe to store files (like usb keys) via the usb cable. No contact synchronization, no music, no images, no bluetooth…yet.

Shit.

Right, so let’s say I’m interested in purchasing a Cocoon and I’d like Mac support……….. this is hardly a useful advertisement. It’s bordering on almost helpful.

It’s all very well reaching-out to the blogger community……. that is to be applauded. But it is highly, HIGHLY ineffective to publish this sort of content when no one’s taking ownership. Where is the chap-from-o2 giving the authority line?

I find it all very perplexing that they’ve done it half-heartedly.

They’ve let a chap post a problem and a plea for help. One person responds with some sort of solution, only to have it cancelled out by the next chap stating the device isn’t compatible. Confusion reigns and the o2 cocoon blog is shown for what it is — clearly run by well meaning, committed and enthused people but entirely ignored by o2-the-organisation. Surely someone in the handsets/support division should have read this thread and been embarrassed by the confusion and sorted it out?

Or, maybe the Cocoon isn’t actually fully Mac compatible?

Who knows.

You’d expect someone on the o2cocoon site to know — and care. It’s been 18 days and the matter’s been left. . . . . .