My 1st gripe with Orange

[Guest morpheus]

I work for them and every time I read on here or other SPV sites people moaning about Orange 156, I reply supporting them.

This time it's time for me to have a go.

The following has happened to me a few times but I just put it down to s**t operators.

I know the SPV almost backwards and I know that I set the phone up for email, but one setting must have been wrong as the Sending/Receiving wasn't working.

ok, I thought, i'll try 'O' and see what they say. After getting through I spoke to Louise. I explained the problem and she told me she was going to send the settings over the air.

Ok, but I didn't need all that, so I asked her what the content of the txt message was,

"They are the email settings for the SPV" she said

"but what are the settings" said I

"they are to get your email working"

"but can you tell me exactly what the settings are", in an annoyed tone

AND SHE JUST KEPT GOING IN A CIRCLE

then,

"who is your isp sir?

"blueyonder" I said

after checking, she said "ahh theres your problem, we don't support them"

"fine" I said "Send me the Freeserve settings" (more annoyed)

"do you have your password and username with you to enter into the phone" she asked

"no, but I will put them in as soon as I get home"

"Well, we prefer you to have them"

"I'm not home right now, can you just send them"

"If I do, you'll find the settings will disappear after a couple of minutes if you don't enter your details""yea, ok, can you send them anyway"

anyway, I found my problem and all is ok.

Just thought I would let my frustration out on here, sorry if it bored you

(Just wait 'till I get into work tommorow)

Morpheus

[Guest Vector]

hehe :lol:

[Guest hunkymouse]

Sympathy. I've collected some prime responses from under-trained Orange support staff. The "we don't support that" is the all-purpose get-out, isn't it? All it means is "There's nothing in my pre-recorded answer list about this."

[Guest Ethanol]

Can you imagine if Singlepoint sold the SPV. I think this forum would be bursting with complaints. :lol:

[Guest amo]

In all fairness, they have to start somewhere. Im Also an Orange employee and am constantly having to help my colleagues with technical particulars or SPV related questions, but that is because they have little experience with one. All orange staff arent immedietly aware of all answers to all the questions someone can ask, how they deal with customers if they dont know the answer is another matter but i think we should try to cut some slack to these operators if theyre struggling. In the case of Morpheus, I must admit Louise should have just admited that she didnt know exactly what was in the txt but then asked the supervisor.

[Guest martin]

Morpheus - What was your fix for the send/receive e-mail problem.

I have managed to kill the send/receieve option (not highlighted) - it won't even let me into e-mail setup.

It may have happened after trying the SMS-email program but I'm not sure.

I've switched off inbox synch but that didn't help.

[Guest morpheus]

Very embarassing, but all the problem was, was a missing character.......

But anyway, amo, as an employee you know that before any new handsets come out onto the market, we have training for it, I admit, only on the intranet, but still we learn.......

As the SPV is a smartphone, 156 should have had extensive training, as the probs that can occur on this phone are MORE than the usual.

And yes, supervisors are there to ask for help, but they get the same training as us.

I work in the PAYG/PAYM dept. and take all the SPV calls for my team and others (not blowing my trumpet, apologies if it sounds like it)

What about the P800 and more smartphones soon to come out?

L8a

Morph........

[Guest mcwarre]

I think we should be a bit pragmatic here gents.

All of us (well most) probably know a fair bit about the SPV. Only cos we break it and repair it and have other wonderful people here on MoDaCo to help us when we f*ck up. The poor old person on 156 is probably not a techie, probably doesn't own an SPV and has to read from their helpdesk database for advice.

Any problems then get sent to 'level 2' or their techies. Be honest have you tried to get any *free* support from other software vendors over the phone eg Microsoft (sorry P). At a price.

All I am saying is that if you pay peanuts you get????????????????

[Guest morpheus]

A fair enough comment. I think the reason I am annoyed is because I work there and expect more.

Talking of paying peanuts, you would love to know how much we pay for our staff phone !!

Morph.............

[Guest mcwarre]

HeHeHe,

Go on then how much? Not as much as we pay for ours....

[Guest jonbob]

Apologies in advance if I offend nyone - but the problems you experienced are not indicative of Orange CS, just the idiots in 156.

(And yes, I'm an employee)

[Guest sparks1061]

Hi

Up until recently I would have supported O for their attempts to support the SPV which is afer all new technology,

But having spent the last 2 weeks trying to get anyone at O to admit that I have a problem with my phone I have just about lost patience with them!

They have finally now agreed to replace my handset but not before some idiot who was supposedly a supervisor told me that poor battery life was a known feature of these phones and that in his opinion 3 hours of standby was acceptable!!!!!!!!

am expecting a new phone delivered this evening, and I am hoping against hope I never need to have anything to do with O customer support again!

[Guest mcwarre]

Sparks,

New phones now are just that: no accessories keep SD Card SIM and old battery. So if you have a battery problem you are stuck.....

Keep us posted as to how you get on.

[Guest sparks1061]

I'm fairly sure the problem is with the phone and not the battery,

When the phone is put on charge it charges for a while and then switches back to battery, and stays there until the battery is flat!

Charging with the phone off doesn't help, the phone just stops charging after about 10mins :lol:

[Guest mcwarre]

Sparks,

When it is charging does the led on the top left stay on? When it switches back to battery that led should go back to 'blinking'.

[Guest sparks1061]

Nope,

it's currently sat in my charger plugged in, the LED is a steady green, but shows as running on Battery.