tech support response to update issues

[Guest crimminsky]

Here Here.

[Guest Killroy]

Hi guys,

Eitherway, people happy/not happy. The update has still caused more problems than solved problems. The e200 is still being marketed for something it isn't e.g standby time 4 days. The update was supposed to address these issues and it hasn't. One of the biggest issues I find is the quality of the call volume. Sometimes I can't hear what the other person is saying. As a mobile phone, it should at least have quality reception.

To be honest, I think also that the 50% who are happy with their phone use it only 50%. No extra bluetooth devices, sd card, not even synchronising with outlook etc.

With respect to Orange CS, at least be honest with yourselves. I understand you are sick of hearing about the e200 problems, but that's life. Orange have to admit that there are issues, that they dont' know how to fix them and that they should give 'us' the customers a break from the lame excuses. The phone is expensive and it just isn't delivering what it should. As consumers, we have the right to give out and ask 'what the hell is going on!'.

I think it should be in Oranges interest to resolve the issues or they may find the e200 product being returned in exchange for another device. I wonder how many phones there would be, if the unhappy 50% did exactly that.

Killroy

[Guest drblow]

Killroy - I agree wholeheartedly, except for the fact that I don't think Orange will see people swapping the e200 for another device. I've been offered different model replacements, but have refused to accept a n***a or treo, neither of which is even a smartphone & I regard both models to be quite a severe downgrade - so my options are buy out the contract or keep the e200. :?

The fact is that it the e200 is still selling, & the amount of problems with it doesn't seem to bother Orange. I've had 7 replacements, with no. 8 on it's way this week! :shock: The guys I've been speaking to in CS recently (who, as it happens, are friendly, polite & helpful) are on my side, think it's ridiculous that these issues haven't been solved, & are trying to help me. Problem seems to be that Orange are quite happy to send me replacement after replacement without bothering to investigate why I have had so many replacements!! :D

My own suspicion is that there were so many e200's returned in the first few months, that they have an absolutely huge amount of them available as reconditioned replacements, so they can keep sending them out as long as they want, without having to worry about fixing the issues. By the time we are all fed up with the e200, we'll all be buying motorola mpx's.

[Guest A.Hughes]

Hey Drblow, you nearly at your sixth red star yet :wink: :lol: , i'm right with you on your responses m8, i thought there were only 9 planets in our solar system, looking at some of the comments and ORA responses you think that there blummin hundreds!!!!!!! :D

Whats wrong with trying to be perfect, you might not make it, but its worth havin a go, thats half the battle, too many people are willing to just except 2nd class, you dont have to be a snob or owt to want first class you know,,,,,,more champions like yourself Drblow (dont 4get the fiver for the plug :wink: ;) ) and maybe there would only be nine planets, and Drblow wouldnt have blummin arthritis in his poor fingers!!!!!!!!!

What fun we have in life, to those who provide us with so much too laugh about,,,,,,,,,,,,,,,,,,,,,,,,,when is the next spaceship leaving,,, :P tee hee hee all the way home!!!!!!!!!!!!

[Guest drblow]

:D

yeah, what he said!! ;)

[Guest slider]

K guy's, enough... Let's just go back to peace and harmony, most of the csr's for orange do have a hard job, and an awfull lot of them don't understand the responses from the TS teams as they are not trained to do so.

In fact all the CSR's are trained to do is to read from the info they have provided by the various expert systems they use, these systems are in turn updated by the various teams that work in HS resolution, or Network control etc.

I'll be the first to admit that the info isn't always upto date, but at the end of the day is anyones, how many support lines do you know that give you perfect help every time?

The only way the situation can improve is if you help them to help you, be polite and couteous, if you have information they can use then by all means make them aware of it, the more deatils you can give to the CSR's to pass on to the TS teams, the quicker and more acurately these things can be solved, without the need for fighting, bitching and backstabbing.

With respect to the E200, the issues outlined are being worked on as we speak, and are being taken up with HTC and MS to provide fixes for the next set of updates.

Cheers

Slider

[Guest Killroy]

I too also agree with you drblow 'except for the fact that I don't think Orange will see people swapping the e200 for another device'. I wouldn't do it either. It would be a marketing disaster with big neon lights telling everyone that the e200 is not holding it's own. Numerous people here as you, have received replacement phones, how many do you need? You get the replacement with the old rom.

So at the moment, we're bascially having to decide with rom suits the owners needs. Is it the old rom with better call quality etc, whereby the bluetooth is not working properly or, the new rom where you have the opposite. What works better for me and which problems can I live with better? Bit of a balancing act.

To be fair to ourselves and Orange. Nobody is pointing their finger to Orange and saying 'you're fault!'. We're asking Orange 'what's been done?' It's the answers we're getting which is upsetting us.

If I buy a dvd player which says it's code free or can play svcd whatever... and it can't... I bring it straight back to the shop and say, 'replace it'. If it's a one off, well in good. But the second does the same, then forget it, different model. We seem to be more forgiving when it comes to pcs and phones because... the 'update' will fix it and we wait.

We loose sight of the matter, that you bought something, which can't do what you bought it for in the first place. Can you see where I'm going with this?

So tell me why on earth shouldn't we be allowed to change the model. Has any checked out their consumer rights, might have a look myself. Are we being mislead in order to preserve the face of HTC, Microsoft and Orange. If something doesn't do what it says on the box, then I don't want it, sorry!. Why should I have to keep it... interesting subject and I could probably go on about it all day.

So later then, found an interesting read about mobile complaints (US report) here

[Guest drblow]

If I buy a dvd player which says it's code free or can play svcd whatever... and it can't... I bring it straight back to the shop and say, 'replace it'. If it's a one off, well in good. But the second does the same, then forget it, different model. We seem to be more forgiving when it comes to pcs and phones because... the 'update' will fix it and we wait.

We loose sight of the matter, that you bought something, which can't do what you bought it for in the first place. Can you see where I'm going with this?

So tell me why on earth shouldn't we be allowed to change the model. Has any checked out their consumer rights, might have a look myself. Are we being mislead in order to preserve the face of HTC, Microsoft and Orange. If something doesn't do what it says on the box, then I don't want it, sorry!. Why should I have to keep it...

Em ... I was offered a different model several times, as I said above, and I just didn't take it. To use your example of dvd players, I reported several faults with my top of the range dvd player, and was offered a betamax video player as a replacement - thats why I didnt accept it!!

[Guest Killroy]

Maybe that all didn't come across as well as I it should have!

The dvd comparisson was made only to highlight that you would not tolerate 6 or 7 replacements for a device that never functioned 100%. You would've have given up on it.

When you walk into the Orange shop and say this isn't working, you will be more than likely offered a replacement. They will not say its buggy, would you prefer to choose a different model?

Maybe I was too quick to say that you can't change the phone model, but I don't see Orange openly accepting that the phone simply does not do what it says it can do.

Thats all I was getting at.