Phone keeps crashing, Orange Care completely fobbed me off

[Guest Shaks]

Just been on the phone to a chap from orange care regarding my phone which keeps locking up requiring removing the battery and refitting to turn back on.

The guy insisted this was NORMAL! and modern technology crashes regularly! I told him even my old Windows ME didn't crash on me as often as this.

Apparently the only way to resolve is to take the battery out and refit and the problem is caused by a number of factors including software, coverage and how it's used. I told him how my phone has done this in numerous places nearly all having superb coverage and the phone is looked after. Says nothing can be done until new software released and a new phone wouldn't resolve anything as it would have the same software.

I know a number of people with same software (UK update) who don't have this problem and who live in the same area.

Also he tried to tell me that the phone is not supported by orange but by HTC as orange only supply the network! even though the phone is branded as an Orange phone and I have Orange Care.

I am one very annoyed customer, I have lost approx 8 hours of incoming calls this week as my phone been locked up and I haven't known about it and there is no way to resolve it apart from taking the battery out according to orange even though I would definitly say the phone is at fault.

Orange your customer service has gone absolutely to pot. I used to really rate your customer service. I've been a loyal customer for 4 years and been a great fan of your orange care but today you've just proved to me what everyone else on this forum have been saying about you,

ORANGE, YOUR CUSTOMER SERVICE SUCKS

Shaks

P.S. Anybody else had this problem with the phone or with O and how did you resolve it?

[Guest Will]

2 Suggestions:

1) phone is not 'suitable for purpose'

2) call back and ask to speak to a supervisor, explain the problem again, and your issue with the way you have just been treated, and ask what part of 'the Orange SPV' is not covered by Orange?

Good luck.

Will

[Guest Vector]

Have you tried a Hard Reset :?:

[Guest Shaks]

Davidrm, Tried hard resets numerous times. I've had this problem since I got the phone back in december. It's been through DK update1, back to UK original (using friends ROM backup) then to UK Update. And problems always been there. My Battery was replaced last week my Orange Care due to another fault I had including this one, was told that maybe this problem will go with battery change but obviously didn't.

Told the guy at orange that I'm gonna consult Modaco and friends and get back to them with more ammo.

Shaks

[Guest Will]

There is probably someone here with a better knowledge of consumer rights than me.. so this is As Far As I Know.

Ammo ideas:

:oops: If the original fault which prompted the battery replacement, is not fixed with a replacement battery, is the fault which prompted the battery replacement still a fault?

:oops: If not and the problems you are now experienceing are different to the ones causing the battery replacement, could this new fault be 'caused' by the replacement battery?

:oops: Ask them for an official statement to be placed on your account, saying the Orange SPV is supposed to lock up/not accept incoming calls at the interval of (X) minutes, and this is perfectly OK, and should be accepted. (ensure you get a name and team number.)

:oops: If as they claim ' the phone is not supported by orange but by HTC as orange only supply the network!'. Ask why they replaced the battery?

I think these should help..

Will

[Guest Vector]

Your phone is faulty m8, O should replace it :twisted:

[Guest pisquee]

As Orange don't manufacture any phones in house, their same argument therefore goes for all phones ... They obviously don't support Nokia, Sony Erricson, Motorola ... or any other phones they sell.

As part of consumer rights, your contract lies with the company that you bought the phone off, and not it's manufacturer ... (so is this with the retailer you got the phone from, or is it orange - this has been an argument before.)

[Guest Will]

I will tell you in another life when we are both cats

Wake Up!

:oops:

Will

[Guest Shaks]

Just spoke to another guy at O, repeated that the system had diagnosed a software fault on the first call and he couldn't change anything. As far as I'm aware their system does not actually test the phone itself but the operator just input's the problem (they have a list of problems which they select from as he was reading them out to me, things like stuck at sunset screen, stuck in headset mode etc!) They don't seem to query the handset itself. The guy said the system would not let him do anything and a replacement would not help apparently. I assured him it would. He said he didn't have the priveleges to do anything so asked to speak someone who did. I'm expecting a call from them in the next ten minutes now as they're all busy. Let's see if I hear anything back.

Shaks

[Guest Vector]

Best off waiting for smartphone 2007 than waiting for O to ring you back :lol:

[Guest Shaks]

LOL

By 2007 we'll probably be using TUXPhones running Linux

And microsoft will have been split up into a million Pieces by the DOJ or whatever

[Guest xanadu]

The phone power on fault is well known, and Orange will not replace your phone for this because any replacement will have the same problem as it is a software fault and not a hardware fault.

I don't know legally where we stand on this ?

Sometimes it takes me 15 attempts to turn on my SPV, but this is normal apparently, according to Orange !! :lol:

[Guest Ed]

LOL

By 2007 we'll probably be using TUXPhones running Linux

And microsoft will have been split up into a million Pieces by the DOJ or whatever

Hahah!... Yeah and Bros will re-form and break america only to be beaten to a critical #1 by DJ Thora Heard.

[Guest PhilA]

I've not had any problems with my SPV, but in the past I've always found Orange really helpful. I had a problem with my Z7 where it kept turning itself off - phoned them up and they sent me a new phone out. I also had a similar problem with a T68 and they replaced it straight away, no issues at all.

Don't know if it's dependent on how much you spend with them (my average monthly bill is over £200), but it shouldn't do - if you've got Orange care on the phone and they're awkward, I'd just demand a new phone or threaten them with cancelling your contract. I'd also agree with Will - if you're having problems, just ask to speak to a supervisor as they have much more power to make decisions

[Guest Shaks]

It's been two hours since I was promised a call by a supervisor and still nothing. I was promised 10 minutes!

TYPICAL

Guess it's bye bye orange at the next oppurtunity

Shaks

[Guest Simon Desser]

There seems to be no consistancy with Orange CS. My mate rang them the other week when "something wierd" happened with his SPV. My mate didn't realise that it was partly down to me putting a Voda sim in his SPV to check we'd unlocked it. After one phonecall to Orange, they "diagnosed" over the air, a screen fault (what a load of bo**ocks!) and offered him a next day replacement.

After simply turning the phone off and on again, the problem seemed to right itself, so it was something and nothing. And to top it all off, he's not even got Orange Care!!!! :shock:

I reckon it's just the luck of the draw, whether you get someone helpful or not, I'd just keep ringing back until someone will replace it. If you still get nowhere, I'd start banging on about the Sale of Goods Act, and "fit for the purpose" etc. etc. and ask to speak to their legal department. I'm sure they'll replace it then :?:

[Guest Shaks]

12 Hours later and nobody from Orange Care has rang me back. I'm getting very annoyed. I guess my next phone call to Orange is not gonna be very polite.

This could by my last year with O after being a loyal customer for 4 years. Every year I upgrade and get locked into another years contract. Also for the last two years O have been begging me to stay on and offering all kinds of deals to make me sign up for another year.

Only problem with me switching is that all my mates are on O. I can transport my number easily but my mates won't switch easily so bills could go up, DAMN

Shaks

[Guest Vector]

What was it i said about 2007..... :lol:

[Guest Shaks]

Oops, sorry for the double post

[Guest Shaks]

Didn't hear anything from O so called them back. By this time My phone was showing another problem which I've experienced before.

Sometimes On a fully charged battery after a few hours use, my phone locks up. Remove battery and restart.

Gets to homescreen and completely locks up half way during loading the homescreen. Try again and still doesn't go past homescreen Only way to get it to finish booting is to plug a charger in. When I do this I find my battery is supposedly completely dead. When I know it's not. Tried this with two batteries and same problem. Orange are replacing the phone for this problem

Another thing Orange are saying is that there is a major problem with the SPV software.

Orange on the RECORD have said that the SPV is very prone to crashing for absolutely no reason whatsoever and this can happen at any time. They claim that an SPV crashing completely 2-3 times a day is absolutely normal and this problem afflicts all SPV's with all current versions of software. I asked the operator why current SPV owners have not been notified of this problem and after 4 months of the SPV being on the market why has this problem not been resolved? They say there is no need to notify customers that their SPV's are afflicted with a major bug. And they are working on a fix. They say the only way to fix it is to remove the battery and put it back in.

ORANGE ARE ACTUALLY ADMITTING THE SPV HAS A MAJOR BUG WHICH THEY CAN'T CURRENTLY DO ANYTHING ABOUT!!

Shaks

[Guest Vector]

Mine hasn't crashed for at least 2 MONTHS :shock:

[Guest midnight]

hehehe, you sure????? i would have thought they'd get the sack for saying that

and mine dont crash either by the way, so, why would orange also say something that is simply not true, if you did a poll and asked how many times a month (not even a day) the phone crashes, i reckon it wont even be 4 times a month. oh and thats normal use, not messing with the registry like i do (hell, if it doesnt crash for me after messing up a reg tweak then that must be a good sign eh?)

if this is a faulty phone then fair enough, these things happen, i took my sony j5 back 3 times with broken speakers.

[Guest Big Ron - No Longer a Mem]

"12 Hours later and nobody from Orange Care has rang me back. I'm getting very annoyed. I guess my next phone call to Orange is not gonna be very polite."

Reason for the delay in reply is simple. Handset faults work from an interactive computer-generated script called "ISAAC". They reached a point in the dialogue where they were told to put an "action" (automated email) through to tech support (NOT 156 - this is a "non customer facing" department, that not even 156 can reach directly) and, as far as what they're allowed to do is concerned... that's IT. They then wait for TS to reply to the mail. There is NOTHING further thay can do - they simply don't have the authority to do more. So, the person with whom you're angry cannot be contacted by you (or even by the people you CAN contact) Shouting at the people you CAN contact isn't going to help. Note however that TS are massively overloaded, and tend to reject "actions" on the most trivial grounds (to make their backlog look smaller.) The "action" will have been accompanied by a record of the complete "diagnostics" carried out by handset faults, but TD just doesn't have time to READ all that - they expect a precis to be included in the cover-note, if it's not, they may simply pass the whole thing back (after a 24 hour delay!) This is the reality... the "rules" relate to the theory. New staff expect things to work the way they're *supposed* to work., they discover how things REALLY are only from experience. Few staff stick around long enough to gain any experience. QED. You got promised a reply within 24 hrs? That's why you didn't get one. It's not likely to change anytime soon.

[Guest Shaks]

I'm a regular now!!!!!!!

Nice One

Shaks

[Guest martin]

You're probably a regular to Orange customer services too.