Buzzing when recording Video?

[Guest Leon1970]

OK, update time.

I never got a call back by CS. Went into the Orange store to exchange the phone (back key sticking came back and poor sound quality on video playback).

Orange store couldn't do anything until they had a fault code.

Rang Orange CS. Grabbed a fault code for the sticky back key but no fault code for poor playback.

Swapped handsets and left the Orange store.

This evening, the new handset develops the same sticky back key problem.

Hacked off, I rang Orange to arrange collection of this one in exchange for another one. This is what Customer Services said (I kid you not):

"Though I sympathise that this is the 2nd handset within 2 weeks that's developed the same problem, I can not exchange the handset. You will need to take it back to the store of purchase".

I asked why : "Our company policy is to exchange handsets that were ordered by us over the phone and not hand sets that are sold by Orange stores. You will need to go back to them to exchange it".

Me: "So, even though you produced a faulty handset, you won't replace it because I didn't get the handset from you. Instead I have to go the store called Orange to replace it. Is that right?"

CS: "Yes"

Me: "But what difference does that make? You and Orange High Street stores the same company right?"

CS: "No. Orange high street stores are FRANCHISES. This means, that under agreement, we will furnish the store with Orange furnishings as long as they sell our contracts and our phones. But they operate as a separate entity. A bit like McDonalds or KFC. Owned by a manager that is self employed and not employed by Orange".

Me: "What?! That's madness, are you saying that in order for me to receive a new handset, compensation for hassle, the grief to/from Orange stores, I have to go into the Orange store to sort this out and you have nothing to do with it? So the store may as well be called Joe Bloggs phone shop right?"

CS: "Yes, I appreciate that this seems a bit silly, but that is our company policy"

Me: "You are aware that your company policy is not consumer friendly? Nor that it's fair that you wash your hands with a customer once he upgrades his phone at an Orange store?"

CS: "Again, I can only apologise but there's nothing I can do".

Me: "Can I speak to a supervisor please?"

CS: "Sure, one sec.......I've just spoken to a supervisor for you and she agrees that there's nothing we can do for you here"

Me: "You spoke to her on my behalf?!"

CS: "Yes, she was just leaving so I thought I'd better catch her before she goes"

Me: "My, that's very thoughtful of you. May I speak to the department that deals with customers who are thinking of leaving Orange?"

CS: "No problem.........they said that there's nothing they can do either"

Me: "You spoke to them on my behalf too?"

CS: "Yes, sorry, wasn't I supposed to?"

Me: "Don't worry, can you get someone from that department to call me back asap please?"

CS: "Sure, no problem"

And that folks, was just over 10 hours ago.

Interesting stuff, Orange and Orange stores have very little to do with each other.

So why did I type all this up? As consumers, I believe we need to know where and who we can receive support from. If you upgraded/bought the phone from Orange by phone, all support/exchange is done by them. When you buy/upgrade a phone from an Orange Store, all exchange is done by them but support (term loosely used) is still done by Orange by phone, just so you don't waste huge amounts of time like I did :/

(Now what's the bet some bright spark is gonna reply to this and say, "My swap was fine! yada yada yada....")

[Guest jonnie_r]

Totally agree with you! I also am on my second handset and when I rang customer services I was told that they can't swap it and the problems I was experiencing were non existant (poor call quality - 99% of people can't hear me!) I mentioned that I wanted to speak to a supervisor and they wouldn't even put me through!! Also mentioned that I would take the matter further with trading standards and got no response to that.

Have contacted trading standards regarding various issues to do with video, bluetooth and battery and on at least one issue it has been found that Orange have broken the law and further action is going to be taken - that happened before I even sent the proof to them!! Watch this space.....

[Guest lister7474]

Jesus christ mate chill out, how else do you expect them to run a multi national millions of customers business? Company Policy is Company Policy, I work for a similar company and I HATE it when customers slag ME off for something THEY dont like about the company as a whole. Got a problem? Write to them... (yeah it won't make any difference, but its far more practical than talking to someone who CANT CHANGE ANYTHING on the phone - I guarantee it). However, Orange Customer Service and particularly Tech Support are very unreliable (based on past experience). I have had several problems with my E200 (havent we all) and I have emailed orange through their website several times... the site claims that someone will phone back within a few days... it never happens, so what is the point of having it in the first place?

I get the feeling I am not the only one who has been disappointed by Orange CS and TS. BUT DONT HAVE A GO AT THE PEOPLE ONB THE OTHER END OF THE PHONE... IT P*SSES THEM OFF, AND YOU WILL NOT GET ANYWHERE!!!

Thanks, glad i got that off my chest

[Guest crimminsky]

BUT DONT HAVE A GO AT THE PEOPLE ONB THE OTHER END OF THE PHONE... IT P*SSES THEM OFF, AND YOU WILL NOT GET ANYWHERE!!!

I disagree, when a CS monkey refuses to put you through to a manager because he doesn't want to appear incompetent then we are entitled to have a go. I'm SICK AND TIRED of having to argue with them to speak to someone who KNOWS what they are talking about.

I understand that they try to help you as much as they can before asking a manager but to FLATLY refuse to put you on to a manager is not on. I have my own issues at the moment and was promised faithfully that I would get a call back yesterday, it didn't come, as expected.

Don't Have a go...Don't make me laugh.

[Guest jbrare]

This gonna be a flame war??

I agree tho, we pay the bill at the end of the month and unfortunately the staff in CS do have to put up with complaints (and praise sometimes!!)because at the end of the day we are trying to get them to deliver the service they promise when we sign on that 12 month contract dotted line. Provided it's done with no foul language or too much raised voice I don't see the problem. I always bare in mind that the person at the other end of the phone isn't to blaim directly (most of the time). It's just so annoying when we the customer knows more about the situation in question than the network most of the time.

Thats my two penneth.

JB