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Charity cyclist’s anger as phone data is lost
7:00am Tuesday 17th September 2013 in News
Plans by a Thornton man to chronicle his epic 5,000-mile cycle through Europe have been ruined after O2 wiped all the data from his mobile phone.
Darron Speck had used his Samsung Galaxy S4 to record a detailed diary of his trip from the continent’s most northerly point to its furthest south.
He said he recorded everything, both eventful and mundane, to ensure he could put together a detailed article on his charity challenge.
But, during his 81-day trek from Norway to Malta, his phone developed a fault. When he got home he took it to the O2 store at Forster Square retail park, where staff said it would be sent off for repair.
“I explained to the staff at the O2 store that I had very important information on the phone and I didn’t want it getting wiped or lost,” said Mr Speck, a 43-year-old father-of-two.
“They then said they would back everything up and nothing at all would be lost. I asked them on several occasion if that included apps data and they said yes. I am no expert, so I believed them.
“I got my phone back and all the data had been wiped and all the repairs had done a factory reset. I tried the phone out in the store and advised them I couldn't find the information.
“The O2 store advised me that when I downloaded the apps again, all the data would show again. I was surprised because they didn't even know or ask which apps it involved.
“I got home and set my phone up again and all my diary entries for the whole trip had been lost, along with other things. I was very angry and gutted to have lost all that data and information.”
An O2 spokesman said: “We’ve spoken to Darron and apologised, explaining that unfortunately his data isn’t recoverable. He was advised incorrectly that the data would be safe by a new member of staff and we’re addressing that internally. As an apology we’ve applied a credit to his account for £144.
“We don’t have a back-up server for customers’ personal information they store on their mobile. This is a rare incident and we’ve apologised to Darron. Customers need to back-up their data before a phone is sent off for repair as the process means the phone will be restored back to the factory settings.”
Mr Speck added: “The money is helpful, but it doesn't get my diary back and all the information I have lost.”
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