A friend at work was given as part of his (Orange) upgrade deal, a ?60 credit. He didn't see it on his bill he just received so phoned up to ask. Person who he got to spoke to said the credit wasn't on his account, and no details were on his account saying it should be. He asked to speak to the person he spoke to before, and was told, without that person's ID number (can't remember - but it sounded like a computer system ID) the person could not put him through to them - even though he had the guy's first name, and it was a pretty uncommon one! Apparently his account had no details as to who processed his upgrade (it was done via Orange direct btw). He asked "So you have no idea who dealt with my upgrade, and you have no idea who was the last person to alter my account details etc?" - to which he was told - "Yes, there's nothing on your account showing this, and without their ID, I cannot put you through".
Apparently the supervisor wasn't available.
After realising he was getting nowhere, he hung up and dialled again. This time the (different) person was far more helpful, put him through to the guy who processed the upgrade, who confirmed the credit would only appear 7 days from upgrade date, and gave him his direct extension number if there were any other questions in the future. Apparently he'd been there over 6 years, and said that many of the people who hadn't been there as long weren't quite as helpful.
So, only required 2 calls to get the answer he was looking for. Obviously Orange has improved from the much reported 3 attempts.
To be honest though, Ive not had any real problems with Orange when I was with them. Just their offers aren't as good as T-Mobile for me - hence the switch.