Orange now recommending coolsmartphone.co.uk

[Guest Roaders]

I just phoned up orange to try and get some help with my SPV - surprise surprise they couldn't help but they told me to come here saying that the answer to any question anyone could possibly have about the phone would be here.

I have been to the site before but not for a while - good to see your efforts are appreciated!

[Guest blewer]

Well done Gears some recognition at last :)

Posted from my SmartPhone!

[Guest Disco Stu]

The amount of essential information in easy-to-understand form is astonishing on both coolsmartphone & MoDaCo. (and you can quote me ! :wink: )

My thanks for all the hard work and dedication

[Guest Coucou]

I spoke to OCS the other day too. I had a problem getting e-mails and using GPRS in any form. The bloke I chatted to was very good, he went on coolsmartphone while I was speaking to him and said that they all did. I asked him whether they used MoDaCo but apparently they don't like MoDaCo so much - "We don't like them because they slag us off all the time". It's fair enough really, I wouldn't go and use a website if I was being attacked by it constantly. Little lesson in consumer rights for everybody - it's not the fault of the person on the other end of the phone! Please don't get upset with them when they don't know the answer, it's not nice to speak to angry people when you're powerless to help, respect for their position goes a long way. The guy I spoke to went to a lot of trouble to sort my problem out and when he couldn't he referred it to someone else who could. I've always found OCS to be helpful when I've spoken to them right. And yes, I've been guilty of speaking to them wrong too, I've seldom got a good answer out of anybody when I've been frustrated and snappy. My wife used to work in a call centre so I know that when they're doing the best they can but it doesn't match what you want it frustrates them as much as you.

[Guest Paul [MVP]]

"We don't like them because they slag us off all the time"

Eh? I'm not sure that's entirely accurate! Surely what they mean is they don't like MoDaCo because, as a forum (as opposed to a content site a-la-CSP), people can actually air their opinions!

Anyhoo, the sad fact is, OCS HAS actually gone downhill of late, and in a NUMBER of calls recently, the person on the phone has told me a downright lie. That is quite simply NOT acceptable - no excuses.

P

[Guest midnight]

so, what you are saying is Orange Customer Services dont like critisism, but are willing to help anyone who sings their praises from high, oh way to go to help people, seeing as Gears' site (no offence) doesnt help people any where near as much aas this place does (must have saved O millions fixing problems that OCS couldnt fix).

Sorry OCS, but my estimation in you suddenly went way downhill if there is any truth in this.

[Guest midnight]

erm, just realised, Roaders, dont you mean Orange are now recommending MoDaCo? if you have been told to come here you are on MoDaCo, not Coolsmartphone :)

[Guest Crispy]

Midnight, I think thats exatly the "slagging" that OCS was talking about ... they're only human so you can't expect them to know everything! Nor can you expect them to be happy all day long ... they work from 8 hours a day like everyone else! ... Besides, Paul, Midnight, what do you need to call customer service anyway? You know everything there is to know :roll: :wink:

With that said, its good to see that coolsmartphone/Modaco finally gets some recognition :)

[Guest Paul [MVP]]

It's not as simple as that, I can get good service without speaking to someone who can answer my question...

I don't think the above is "slagging" - I think if we said "All of OCS are !@#$" then that would be slagging... I think they actually have a pretty good reputation on here!

P

[Guest midnight]

all i'm saying is, without MoDaCo, OCS would be getting 10x the number of calls

Heheh, and no, i've never phoned OCS, but i have helped people and fixed problems OCS couldnt :)

[Guest martin]

Maybe it's because Coolsmartphone has pictures :)

[Guest Coucou]

It's a perception thing, MoDaCo is a community with widely varying views with lots of people being forthright, and rightly so. OCS staff probably (and I'm generalising wildly here) have ventured onto here only when they needed to find the answer to something rather than to participate fully (after they are at work). I'll bet they've seen a few very forthright comments and that's put them off.

I'm not critisising anyone for exercising free speech, but realise that OCS are a collection of individuals and if you get someone who lies to you I'd bet that there would be ten other staff who'd be horrified. The trouble is that the staff who are the best spend the most time with the customer, this means that they get through 5-6 calls in the time that someone who's blagging it has got through 20. End result - you're disproportionately (ooh, long word!) more likely to end up with a blagger than someone who knows what they're on about. I'm not offering any solution here, but do realise that there are decent staff who know what they're on about at OCS and they won't react well if you treat them the way you'd treat someone who's blagging.

And Midnight, I didn't sing their praises from high, I just got on with the guy I spoke to and he went the extra mile to help me, praise where praise is due. I think what they can do is very limited compared to what this forum can offer, but MoDaCo can't send me SIM updates!

[Guest midnight]

hehe, that wasnt directed at you :)

just mentioned that OCS would only recommend websites that are very pro-OCS, and dont like MoDaCo because some people have had problems with OCS and have mentioned it on this forum, but, the point is, MoDaCo is just about the only place you can go to get problems fixed.

My reply was more aimed towards the first post which said that any answers to problems can be found at coolsmarphone, which, while being a top site, doesnt have that many answers to any problems that may occur with Smartphones simply because it isnt that sort of site :(

[Guest awarner [MVP]]

I have generally been lucky with OCS and found them very helpfull.

The only one bad time was when this WAP promotion first came out

and they told everyone that it included GPRS and not WAP over GPRS.

Simple mistake but that was due to poor training and not the OCS

staff themselves.

[Guest spacecowboy6982]

I've only ever had to phone OCS up once - and this was to simply activate GPRS. I find you guys in the forum to be much more helpful, and in my younger days as an SPV owner I received good, striaghforward info. regarding my problems. Coolsmartphone is a good site, but MoDaCo has quality discussion postings along with all the free downloadables the developers kindly put up for us. In short MoDaCo Rules :!:

"We don't like them because they slag us off all the time".

Furthermore, I find that comment to be pretty unfair. Yes we give them a good ripping from time to time but thats only because they've deserved it for some reason or another, whether it be a phonebill cock-up or just on eof those common faults. It just shows you how big a presence MoDaCo actually have in the Smartphone community when the OCS staff refer you to the site. Even if it is sometimes projected in a negative way, it's still classed as publicity in my book which keeps MoDaCo ticking along nicely :)

SpaceCowboy