Guest Andy @ Frogford Posted February 12, 2003 Report Posted February 12, 2003 to Orange wonder what the respose will be.... Dear whoeva's readin' After my previous email I thought that just maybe you would realise I was a little 'narked' off. Alas it seems that you still have you heads buried deep inside a very dark hole. Here we go again (suprise suprise). On the 28th Dec '02 (yep all that time ago) I recieved the funky, swish, super cool Orange SPV. As I sad geek I riped open the packaging to find then glimmerin silver beast ready to be fiddled with... as you do. I set the time and date but after the initial setting the phone decided that instead of letting me back into the option it would throw up ERROR !! hmmm good start. I rang 150 on the 28/12/02 and described the fault. It took half a dozen phone calls, a few emails and finally I was told that the fault had been logged... on the 20/01/03. On 01/02/03 I recieved a brand new replacement phone that worked (hooray), on the 05/02/03 It didn't work no more (boo). Nothing, nowt, diddly squat, sweet fanny adams (I think you get the point). So again I ring 150 and am told that the fault had been reported and I would be contacted within 72 hours. Oh how I laughed when they said this. The lady on the end of the phone sounded confused to my hilarious outburst, so I explained what has previously happened. 'Oh no sir we shall get back to you within 72 hours'. That was last Wednesday and low and behold, suprise suprise, several phone calls later ni phone call. Now the dilemma... what are you going to do about it ?? I'm apparently going to get a rebate of the time I have been 'without phone' but I believe I have been more than patient and expect you to keep me 'sweet' (he'll dont ask, dont get). At this moment in time I'm ready to return said phone in the ripped apart packaging it came in (sorry was excited to get funky, cool, super phone) and tell you where to poke your contract. I've been with Orange for many years and have never been treated like this before and do not expect to be treated like this again ! Yours (rather cheesed off but trying to stay in good humour) Regards, Andy Patch
Guest Bazz Posted February 12, 2003 Report Posted February 12, 2003 We've been through this... many times. I understand everyone's frustrations with the phone, but letters of complaint need to professional. What are you hoping to get out of this? If you want a replacement sorted out, write a professional letter asking for that. If you want out of your contract write a professional letter asking for that. If you want to complain about Orange procedures... write a professional letter critising their current procedure and then offering suggestions. Honestly what are you expecting out of this? Orange to say you're a really sound guy? Orange to radically change their policies and procedures? Orange to have a good laugh and bin this letter? That's the most likely response or, if they're feeling extra generous they may send you a polite "we're sorry to here of your problems" letter.
Guest bobroberts Posted February 12, 2003 Report Posted February 12, 2003 in the bin im afraid. arsey but professional letters win out
Guest Ed Posted February 12, 2003 Report Posted February 12, 2003 Heh,... Yeah it is written in a rather bizzare style.
Guest SirGaz Posted February 12, 2003 Report Posted February 12, 2003 The thing I find amazing is that apart from saying "What are you going to do about it?" he doesn't actually ask for anything. Normally when you write a letter of complaint there is a reason, i.e. you want some form of compensation. Andy states that he is getting a rebate, so what else is he after? Everyone is right though, being sarcastic and trying to be funny gets you nowhere, other than giving the Orange staff a good laugh.
Guest dbcohen Posted February 12, 2003 Report Posted February 12, 2003 Smarmy, supposedly "hip" style.. Posted here, looking for mutual back slapping at cleverness... Complete disconnection from the real world way of doing things... I am so glad that the 'geek/nerd' stereotype is not being reinforced!! :roll: If that is the attitude Mr Patch has always demonstrated to Orange, I am not surprised he has not been getting anywhere with them.
Guest Andy @ Frogford Posted February 13, 2003 Report Posted February 13, 2003 Thanx for the replies, and yes I agree with the above. However I had already sent numerous emails to Orange that were precise and to the point but to no avail, so thought there was no harm in tryin a 'slightly' different approach. (maybe out of coincidence, or maybe not but I have just recieved another SPV, fingers crossed this this one will work !)
Guest Big Ron - No Longer a Mem Posted February 13, 2003 Report Posted February 13, 2003 There's a problem with internal communications here, although it has probably been sorted by now. "Handset faults" (154) are guided in their actions by a script-led diagnostics tool, that gets better the more faults it's exposed to. (It's a "smart system" of sorts) Took a while for it to notice that the SPV existed, and thus the script tended to have a "one size fits all" solution - "transfer caller to 156". (The assumption seeming to be that 154 may not understand techie issues like SPVs) Problem is... 156 has no power to OK a replacement, and cannot refr it back to 154 (who DO have the power, but ONLY if the diagnostic software OK's it!) SO, it's placed in the lap of Technical Support, who are NOT customer facing, and who 156 can contact only by a kind of internal email. TS have a heavy workload... it can take a while for them to get back, even just to pass-on another question (the do NOT deal directly with the public.) It's not as if 156 were sitting around twiddling their thumbs; acting as a conduit and not actually contributing anything to the process (except making it more complex) was beginning to be a problem, AND for the problem to be noticed. So, by now, they've probably straightened it out a little., and the process has speeded up. Frustrating though.... for everyone, 156 as "piggy in the middle" included. The problem was being addressed
Guest xanadu Posted February 13, 2003 Report Posted February 13, 2003 to Orange wonder what the respose will be.... I would be surprised if you got any response at all with a sarcastic letter like this :) Ditto again "" ...These unprofessional letters will get you nowhere except the nearest waste paper bin. ;)
Guest Flash Posted February 13, 2003 Report Posted February 13, 2003 Well, apart from the fact the original message would most definitely have been passed around the Orange office with much hilarity, I'm amazed that the message wasn't at least checked before being sent?! Whether it was mean't to be sarcastic or not, it ended up looking extremely amateurish. (IMHO) Sorry, but in this day and age of 'spell-checks' there just ain't no excuse!
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now