Join Me

[Guest morpheus]

Come and join my SPV site

[No blatant site advertising without checking with me!]

Just a small site, nuthin like MoDoCo (xcellent)

Morpheus

[Guest spacecowboy6982]

MoDaCo is da bomb...Nice lil' start-up site m8 but I think evre1's far 2 addicted to this puppy right here !!

Regards

Space Cowboy

[Guest fixit]

Hmmm.... a splinter group. Is MODACO becoming the Microsoft of the SPV forum community? Oh no, sorry, Modaco actually works...

:)

[Guest pupton]

This is the 2nd msn group I have seen for the SPV....

Modaco is the only place for SPV info.... Im staying put... :)

[Guest madu]

YAK!! No no no!! Morpheus, where is all that promised O. insider news and help? If I remember correctly you topic was named 'Does anyone need help?' Well, doubt that you can be much help since all help comes from the one and only website, but what about those long promised (by O) updates?

[Guest xanadu]

I am staying here.

Modaco is the only place for SPV help.

Morpheus, you have got some front, announcing on here that you work in Orange CS, then leeching all the information, and trying to make your own Forum.

Do you really think people on here are going to support you ?

I think not.

[Guest MisterCurly]

How many members do you have? 1....?

[Guest Big Ron - No Longer a Mem]

There's a yahoogroups SPV forum too, with 59 members. (but so far only 15 posts!)

[No blatant site advertising without checking with me!]

But, be fair to poor old Morpheus. Orange aren't keen on their employees handing out the address of this site, or information gleaned from it. (If it doesn't come from "an official Orange source" then you don't need to know it., and CERTAINLY shouldn't be talking to customers about it.) They certainly monitor it... and expressing "disloyal" opinions might even be grounds for dismissal. I've taken care not to release information that isn't already in the public domain, or which can be inferred from a few calls to 156. (Like patterns of what they don't know, or can't tell)

Bottom line, 156 works like "directory enquiries" used to be. You ring up, ask a question, and they read the answer aloud to you from the directory in front of them. Some of the pages are missing, some have dropped out and have been stuck back out of order, newer numbers may not appear for a while. Buit what they CAN find is ALL they're allowed to tell you. Anything ELSE is contrary to policy - as is suggesting other places that you might find the information (other than officially approved sites, of which there are very few. Orange's Swiss site is NOT among them.) For an employee to actually POST here is taking a risk with their job. Pointing out that "I rang 156 today and they told me to look here" is YOU taking a risk with their job. So, try not to do it? It serves little purpose. "I rang 156 and spoke to a guy called Fred who told me that...." is even more irresponsible.

[Guest Thurstan]

I work for Orange, it's a complete farce. So sack me, top brass, if you're reading.

[Guest Monolithix [MVP]]

I think if Orange thought to create a customer facing Tech department it would make some customers a lot happier, including me.

Trying to explain the "SMS delivered to SIM with no notification" problem to an OCSR who has never even seen an SPV is great fun, i knew what i was talking about, and have a good enough knowledge of the SmartPhone platform/am technically minded enough to understand any possible solutions the tech dept may suggest, or at least make it easier to explain the problem as it would be someone who has _some" idea of what you are going on about...

Don't get me wrong, this isn't just an Orange problem, most tele-CS departments are now script-based from my own experience, and once you try to get any kind of useful information they get stuck (Pipex CS once told me to "reboot my LAN", after reporting connectivety problems with my line....).

Anyway, my 2p, hopefully things will get better...

[Guest HelloDave]

Your right Monolithix, it's a pity CS departments are script based - anything not in "the book" and they're screwed! I was on to O for an hour trying to set up MMS - the CS rep was panicing when she realised the options for "work connection" in "data connections" on my phone were different to the ones on her screen even though that option is irrelevant to me. In fact the problem was simply that I hadn't been sent the SIM update to enable MMS. Grr :evil: It's not the CSR's fault; they just aren't given the training they need by the sound of it.

[Guest Bazz]

Same in all the CS departments all over the world. I've actually found Orange to be better than most...

[Guest SirGaz]

I work for an outsourcing Customer Services company and I know about the problems associated with trying to get people to do the job well. Most of the poeple are 18 to 21, fresh out of school and realising that they can't get a decent job on 5 GCSEs. The turn over is really high in this industry as well.

We've just won 2 new contracts and need to recruit and train almost 1500 people by June. Not easy. So I appreciate how hard it is for companies like Orange to keep the service high all the time, when you need to recruit a lot then a few numpties kreep through the net.

[Guest Bazz]

It also ain't the easiest job. You've gotta know a lot about a lot of different handsets. This board is dedicated to one and look how much info there is here. Granted this phones more complicated than the rest, but still.

Also because regular readers know a lot about this particular phone, doesn't mean CS do. Doctors make the worst patients and IT guys make the worst customers to support IT on. For this reason, I generally resolve my problems here unless I actually have to talk to Orange for a SIM or account update.

[Guest ClintEastman]

I think im gona cry :cry:

[Guest Big Ron - No Longer a Mem]

It's a problem that Orange have assured me that they're attempting to address. Problem is, it's one problem amongst many - notably the need to become more profitable. As I see it, Orange have an enviable record as a phone company; I've had an Orange phone for years. But, the times they are a changin'. The "mobile phone" business is changing, and the gap between phone and PDA is narrowing. That requires support staff who have an easy familiarity with both mobiles AND with computers. Note that it's a hell of a lot easier to convert recruits who are already familiar with (and own!) PC's into good support staff than it is to convert computer-illiterate mobile-phone techies into "phone AND computer" support staff. But, as the Irishman said, "If I was going there, I wouldn't start from here". Orange's starting position is staff with expertise in phones, and they're stuck with that. They could selectively recruit new staff who at least own PC's and use the internet - they'd be talking the same language as the more techie amongst the customers. But... and here's the rub... who decides what they'd be allowed to tell people? Many calls that "were monitored for training purposes" would simply be incomprehensible to the existing more senior supervisory staff. There could be NO control over quality. The solution that Orange have picked is to try and "evolve". Bristol's 156 department is being reorgansised, staff hand-picked for their techie ability. But, as always, it's like steering a supertanker: you turn the wheel at lunchtime, and nothing happens until teatime. Higher pay for the really technically able has been promised; how much and when varied throughout my time with the company. Promises of "Jam tomorrow" can hold your staff only for so long. Eventually, they'll get it right. In the meanwhile staff retention will continue to be a major problem. The paradox is that they need to fix several problems at the same time; fixing them one at a time won't work. Maybe launching a Smartphone during such a period wasn't a perfect choice... but Orange didn't have a great deal of say in HTC and Microsoft's timetable.