Guest vampyre69 Posted February 14, 2003 Report Posted February 14, 2003 Seven & Half Years I have been with orange and never have I had to do this.... I am returning my SPV to Orange for a refund after a week of calls to orange and speaking to their tech support they have diagnosed my cradle as being faulty. Actually it could also be the phone they don't actually know. The warranty on this product is held directly with microsoft and is not covered under my orange care they have told me that If i purchase another one from their accessories line they will reimburse my phone bill at the end of the month!!! Orange data support is in fact No support and No idea ah no care in the world.
Guest castlebrae Posted February 14, 2003 Report Posted February 14, 2003 when you pay peanuts go get monkeys it would seem that the CS staff simply refer to a FAQ and if the problem is not on the FAQ they are stuck. even something simple like sending out the sim update for sms / gprs can be a difficult task, if doesn't fit neatly into their FAQ guide.
Guest Matt Whitfield Posted February 14, 2003 Report Posted February 14, 2003 That's a shame as that makes your purchase of the allspv.co.uk domain seem a little hasty. It does sounds like tech support were somewhat slow in diagnosing your problem. And it also seems strange that they can't just send you a new cradle, but given that the SPV is targeted at business users (or alledgedly at least), although not ideal, it doesn't seem unreasonable for Orange to ask you to buy a new cradle and have it refunded against your phone bill. My 2 cents. Anyway, what would you buy next - P800? Or are you so disgusted with Orange that you'll just ditch them?
Guest vampyre69 Posted February 14, 2003 Report Posted February 14, 2003 Ok kind of good news. Shout and they may Listen... A guy on the normal 150 number really understanding and helpful has arranged for me to take it to the orange shop and get it tested that way I can get it all sorted quickly. I would like to thank the guy on 150 orange CS if he is reading this he knows who he is. Worth noting about the usb cradle though.
Guest vampyre69 Posted February 14, 2003 Report Posted February 14, 2003 That's a shame as that makes your purchase of the allspv.co.uk domain seem a little hasty. Nope I'd still carry it on regardless... :-)
Guest vampyre69 Posted February 14, 2003 Report Posted February 14, 2003 Got a call from Orange Shop in my town they are going to swap over my usb cradle. So I am calming down a bit about now. It seems that most of the people at orange are helpfull just there procedures or tech support needs sorting out. If your reading this and you work at orange in a hire/fire position and want to get your technical support on data products like the SPV sorted out. sorted out as in - a smoth operation that will provide a costeffective and fast solution for both orange and the end user. Then drop me a line I might be able to help...
Guest neilg Posted February 14, 2003 Report Posted February 14, 2003 I have had similar problems over the last 2 week, first guy I sopke to was brilliant and went through steps to diagnose the fault, after that I had 6 or 7 calls over 2 weeks before finally getting a replacement under Orange Care (which is now waiting for me at the wrong address!). If you have orange care they should just replace the lot.
Guest toadvox Posted February 14, 2003 Report Posted February 14, 2003 You could just do it the easy way..... Drop your phone, smash it up and get them to send you a nice shiny new one the next day! Oh.... thats just soooo good. I'm on phone number 3.
Guest Big Ron - No Longer a Mem Posted February 14, 2003 Report Posted February 14, 2003 You could just do it the easy way..... Drop your phone, smash it up and get them to send you a nice shiny new one the next day! Oh.... thats just soooo good. I'm on phone number 3. One slight snag being that Orange will NOT issue more than five replacements of the same phone type. (No kidding!) If five don't work, then it's assumed that it's not the phone at fault, but either the location, or the user. Your sixth replacement would have to be a different kind of phone to a similar value.
Guest toadvox Posted February 14, 2003 Report Posted February 14, 2003 You sure about that?? I'm sure I had more 8210's than I've had hot dinners!! I used to manage to loose nearly 1 a month. Thay didnt seem to complain, just sent me out a new one. Maybe they changed the policy. Better be more careful now. I might end up with a 7650 or something!! :shock:
Guest jonbob Posted February 15, 2003 Report Posted February 15, 2003 when you pay peanuts go get monkeys it would seem that the CS staff simply refer to a FAQ and if the problem is not on the FAQ they are stuck. even something simple like sending out the sim update for sms / gprs can be a difficult task, if doesn't fit neatly into their FAQ guide. Before you knock CS staff you might like to know that sim updates rarely solve that many issues. And it's not a FAQ FYI.
Guest Firaas Posted February 15, 2003 Report Posted February 15, 2003 The warranty on this product is held directly with microsoft and is not covered under my orange care Actually your warranty is held directly with the retailer of the product unless you have a seperate insurance product (Orange Care in this case). If you're within your first 28 days, then Orange Care may not apply for warranty replacements. However, once past those 28 days, Orange Care kicks in, and they'll replace any faulty products the same (if morning) or next day. I've had three warranty replacements on care with no questions asked. If they're not sure if the phone or the cradle is a problem, they should send out a whole new pack, from which you pick and choose, but must return a full pack to them.
Guest xanadu Posted February 15, 2003 Report Posted February 15, 2003 when you pay peanuts go get monkeys Before you knock CS staff you might like to know that sim updates rarely solve that many issues. And it's not a FAQ FYI. More fun knocking OCS staff :) ;)
Guest HelloDave Posted February 16, 2003 Report Posted February 16, 2003 I've got to say OCS were reasonably helpful when I phoned them at 4am because my headphone socket had broken. The guy at the other end couldn't find the fault in his FAQ but sent me a replacement anyway, although it probably convined him that my phone was bu**ered when the mic cut off half way through the call (but I could still hear him!). Unfortunately, unlike a few other people i've heard of, Orange quite literally only sent me a new handset, no accessories or battery - the delivery guy even wanted the plastic SD slot protector back! Pity, I could have done with a second docking cradle! :)
Guest Big Ron - No Longer a Mem Posted February 16, 2003 Report Posted February 16, 2003 You sure about that?? I'm sure I had more 8210's than I've had hot dinners!! I used to manage to loose nearly 1 a month. Thay didnt seem to complain, just sent me out a new one. Maybe they changed the policy. Better be more careful now. I might end up with a 7650 or something!! :shock: QUITE sure, although you seem not to have understood my comment. If you have five phones and complain that in every case you've got the same, unusual, technical failure, the chances are astronomically in favour of it being you (or your locality) that's the cause. Leaving the phone on the bus, or dropping it down the loo are a different scenario.... BUT brings to mind another snippet from "basic training" with the delectable Helen. If you leave your phone on the table in a restaurant while you go to the loo and return to find it's gone... it MAY be covered. If the restaurant is part of a PUB... then it's not. But, in general, Orange are fairly lenient for a first offence, and will often replace things that are NOT covered.... once. They will NOT stand still if it's clear that you're trying to pull a fast one - your initial contact to claim will be logged., and will be compared with your official claim. If your story changes... don't expect leniency!
Guest Ed Posted February 16, 2003 Report Posted February 16, 2003 I wish people would actually return their phone rather than make idle threats on a forum about doing so.
Guest vampyre69 Posted February 16, 2003 Report Posted February 16, 2003 Ok here the HORRID news... Swapped out my phone in the orange shop I purchased it from on saturday, by a saturday kid whom I thought was 50p short of a £1 to start with. All OK, woke up today dead battery switched it on sim message saying all services terminated. No signal, no nothing. Orange tell me that the TW@T who swapped my phone decided to do so under 14 day money back (which I wasn't entitled too anyway on upgrade) and put in a request to terminate my contract!!! What a cucking funt I went AWOL absolutly doo-laly orange said they couldn't do anything because they had to hear from the orange shop first to confirm it was a mistake!! like im going to cancel my contract like that? Anyway now without a working in service phone untill monday where I was told the situation 'should' be resolved. I am going to make a formal complaint and ask for my upgrade fee back what a complete nightmare. I will keep you updated..... :evil: :x
Guest Ed Posted February 16, 2003 Report Posted February 16, 2003 Well you could try Watchdog but I think they’ve got bigger fish to fry.
Guest vampyre69 Posted February 20, 2003 Report Posted February 20, 2003 Trying to keep it brief and interesting... Swapped my phone over last saturday got disconnected on sunday, got fed a load of bull. Had a Baby on monday today is Thursday 5 days it took Orange to re-connect my phone. Asked for my £100 upgrade fee back as compensation supervisor said NO only £20 as a gesture of goodwill!!! spent more than £20 in a 50p p/min hospitle payphone during my partners labour!! It's absolutly disgusting really 5 DAYS?!!!! it only takes 2hours to connect a new phone up!!!
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