just like to add my 2 cents here
This is going to become a growing problem for ALL advanced phones like the Smartphone.
They are basically mini laptops now and as such there are several different suppliers that are involved in their production.
The problem with this is that they are still being sold as phones with extras - which means that people expect them to work flawlessly all the time, just like an ordinary phone.
Now some might argue that this is the level of entry for the customer, and if they aren't prepared to learn a little, then they should buy a different phone - well there's 2 sides to that coin, and I'll stay out of that, it's just too long to discuss here
Lets take an analogy of buying a PC...
Lets say I buy a computer from Dell, it's them I go back to if my system is behaving strangely - not MS or Intel, or AMD or Creative or whoever made the powersupply, but my retailer
Wether this is correct is perhaps an arguable discussion point, but Dell supplied the whole computer, and therefore take responsibility for my support unless otherwise stated
If Orange are selling these phones, then the consumer has a reasonable expectation that they can support them - in ALL areas
If this is not the case then Orange should make this clear to consumers when they purchase the phones
What I suspect happens more often than not is the same as in the PC market - when u end up speaking to tech support, they try some fixes that may fix the problem, and if they dont, they tell you to reset to factory conditions - which either solves everyones problems (you get a working phone and tech support tick you off as fixed) or else the phone is knackered and returned to base
There is no magic bullet on this problem, as each company in the supply chain will always pass the buck to another company - it's not right, but it's reality
If shop staff dont know the answer, they pass is to CS
If CS dont know the answer, they pass to Tech Support
If Tech Support is then taking multiple days to get back to the customer, there is a problem in the system. Either you need more tech support people, your product is faulty or else you need to expand the capabilities of the CS staff to cover the more common tech support questions
As phones get more complex, any company that fails to successfully support their products will fall by the wayside as customers abandon them - simple market forces