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bikespod

orange shop, call center staff not too clued up

60 posts in this topic

you mean 'well said that woman' heheheheehe :lol:

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I do find it strange that even though people ring asking about a new phone they don't log details to inform them and get them signed when it does arrive.........

E200? don't you mean V700 ....... :lol: lol

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you mean 'well said that woman' heheheheehe  ;)

Oh!! :oops: (cough, splutter) ... excuse me, madam!! :lol:

Should've known a man was incapable of such sentiments!! :wink:

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Right, after re-reading this thread a couple of times over I would like to make the following suggestion;

It seems there are quite a few comments, critisisms and questions over how OrangeUK have run the support side for Microsoft Smartphones. Can I please suggest that you write up any of these comments, questions, suggestions or constructive critisisms in this thread and then I personally shall write them up formally - citing the author who has written the comment and the address of the thread and then forward it to the appropriate channel.

Obviously I cannot guarantee any immediete outcome from this that you will notice but in the long run you will be helping to help yourselves by raising the problems.

Any further debates of whether OrangeUK customer services are effective or not or whether a "specialist" Smartphone technical support team are needed isn't really deemed as constructive unless it is mentioned in the manner stated above.

(And f.a.o. DrBlow, i've been with Orange Retail for three years now and I have not just had my first promotion, ive had several as a direct result of my dedication and commitment to the company and my hard work. It is however, difficult to explain flaws in comments made about ourselves when they have been made several times before on this forum over the past year - of which I have been a member since the begining especially when the author is unwilling to listen to reasoning or account for different perspectives or business rational. I am happy to answer any of your questions or comment on your statements made if you chose to send them to me via pm. No hard feelings.)

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Heres my suggestion.

1. Make it clear who is accountable for the software on the units. ie not when it works its orange, when you have a problem its a "microsoft problem" even although its branded as orange, there is too much buck passing.

2. Make 150 more aware of issues such as the 1.6 update.

Generally speaking i have found the support lines fantastic. Although i had some issues with an operator tonight, who was down right rude! but one bad apple i suppose out of 5 years of service aint bad.

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In response to this up to recently I worked for Orange on 156 wirefree data. I have to say the company has made and is making significant efforts on training its staff, such as borrowing new phones to try out for a week and new training almost every week. The SPV range has software powered by Microsoft. Microsoft are therefore the TS people with all the details about the software. Also as AMO said the SPV is made by a company called HTC. They are the technical side of the phone. The SPV is basically a PDA and the CSR's / retail staff cannot possible know every single error message/ problem associated with this.

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Here are some constructive ideas for you.

BE HONEST

The amount of time I have been lied to by people at orange is amazing, I am now still waiting for a phone call that I was told I would recieve before 11:30, and I still haven't recieved it.

If you don't know the answer, say so, it is better to say that than to tell people that you know, and then tell them that you don't know 4 days and 20 phone calls later.

BE MORE LIKE BUSINESS CS

I am also in charge of the company I work for's mobile phone account, there is nothing that they won't do for me, I know the compant spends more money each month than I do, but the business CS people have the answers the normal Orange CS don't. (Shouldn't they share the knowledge)

I have worked in customer service departments, and if I had spoken to customers the way I have been spoken to by some people at orange, then I would have been sacked there and then, no notice, no finish your shift, out te door there and then, so please don't try and say I shouldn't be commenting on this.

No doubt you will come back to me moaning about something or other, but to be honest I don't really care what you think, your childish behaviour in this thread doesn't help you, it just makes the people here who have had problems look right, and again, makes Orange look bad.

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In response to this up to recently I worked for Orange on 156 wirefree data. I have to say the company has made and is making significant efforts on training its staff, such as borrowing new phones to try out for a week and new training almost every week. The SPV range has software powered by Microsoft. Microsoft are therefore the TS people with all the details about the software. Also as AMO said the SPV is made by a company called HTC. They are the technical side of the phone. The SPV is basically a PDA and the CSR's / retail staff cannot possible know every single error message/ problem associated with this.

Em... somebody mentioned this before - but isn't that a bit like taking your car for a service, & being told by the garage that they can't be expected to know everything about the car because they didn't build it??

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Hello everyone.

Can anyone here please suggest me some decent configuration as i m planning to buy a new acer notebook?

I use adobe photoshop, MS office and also do a little bit of gaming.

So please suggest according to this.

Thanks in advance.

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Incompetence is all around apparently. Not to be negative but sometimes I think back about that movie Idiocracy. Least it gives me a laugh.

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