Monday, 17 November 2008

Customer Services... Hell!!

Some of you may have noticed that I didn't get around to posting a blog last week, to be honest I have at least two entries part written, but for the majority of last week I spent every spare second on the phone to one customer services department or another and therefore had no time left to blog, or almost anything else for that matter!!

Part 1: Customer Services, Orange

As you may remember I have a Blackberry Bold, which I was very excited to receive a few months ago ( However, for all the good looks of this device it has in fact turned out to be somewhat unreliable. The phone regularly crashes and takes several long minutes to reboot, displaying only a white screen and an egg timer, which does nothing for me except raise my blood pressure. It struggles to find reception even when there is good signal coverage, which means it is really only usable in a big city such as Manchester, where it stays within a high strength mobile network cell at all times. Having said that, the device was also virtually useless in London as it couldn't cope with picking up and loosing the signal everytime I went in and out of the Underground and as a result I missed two important calls. Last weekend I was in the Lakes, where admittedly the signal is very poor, but to my dismay the Blackberry had drained itself of battery power in just a couple of hours, my guess is that this was probably due to it's constant searching for a network that wasn't there!

So finally I decided it was time to find out what was causing these issues, I did a bit of searching on Google and came up with this: Yikes!! It seemed that I wasn't the only one experiencing these issues, but annoyingly here I am a month on from the date that this article was written and yet Orange still hadn't contacted me...

I called Orange customer services and politely explained the problem, they provided me with a link to the Blackberry website to download and install new software to my device, stating that all of the issues referred to in the press had now been resolved. I tried the URL provided, but the message which came up read, “I'm sorry, this page had been removed”. I called Orange again, waited 20 mins on the line, was transferred through 2 departments and was then hung up on. Next I wrote an email, to which I received a call back the following morning whilst I was at work, I was transferred into a queue for 10 mins and then asked if I was still happy to hold... I exploded!

Anyway the Orange representative I spoke to seemed to think that the Blackberry website was still the best bet, this guy claimed that there were no issues with the handsets as far as Orange were concerned??!! I lost my temper and told him he would have to call me back after 5pm when I had finished work. 7.30 pm still no call back, I called Orange customer services again, this time I found a very helpful lady who, called me back on my home phone, ran a diagnostic test on my handset and promptly confirmed it was faulty, shipping a new handset to me the following morning.

The handset arrived, the courier was on time and charming, all good so far, but apparently the courier only brings the device itself so I keep the existing sim, memory stick, battery and back plate. Obviously this is hassle as I now have to sink my device with the data backed up on my home PC and as a result my emails won't work and I have no address book for the remainder of the day, but hey no big deal we are making progress at least!!

So, on Saturday morning I sink the device with the backup, that all works fine except that I now lose Blackberry Maps from the menu!!! Argggggghhh. I search the internet and find this:, it says that Orange are not including Blackberry Maps on the device, Grrrrrrrr! The maps better be included, they were there before I did the sink with my backup... I call Orange customer services again, this time the frustration in my voice must have been very clear, I only had to wait on hold for 5 mins and was only transferred once, but the representative in the technical support department did manage to get the maps back onto the device. Unfortunately, the only way this could be achieved was to wipe my email and Facebook config!!?? So, after I finished the call with Orange I then had to set these up manually, but eventually I had a device that resembled my old one, hopefully minus the issues!

That evening I set off to the cinema in Didsbury, 3 or 4 miles from my home and guess what... the stooopid thing couldn't find a signal!!!! We came home and it wouldn't sink with the broadband and then crashed, taking 8 mins to reboot!!

Today the device has behaved much better, although the back plate doesn't seem to fit the new device properly, however I have decided to give the Blackberry Bold a week or two and see if things have improved, before I do anything more... mainly, however because I can't cope with the thought of calling customer services again!!!

Why is it that we have to get so cross and angry with customer services agents before our problems are taken seriously, 'Sigh'

Part 2 of Customer Services Hell!! Coming Soon...


AngelOYS said...

I am pleased to see it's not just me that gets terrible service from my smart phone operator. Vodafone can't get my HTC S710 to run stable. I can't tell you how many times I have cold booted and re-installed on it.

Ms Brown. why do you not have an R.S.S feed I can subscribe to?

Sort it out love :)

Georgia Brown said...

Hey there :-)

Thanks for reading my blog and for your comments - keep them coming!

I 'think' I have added an RSS feed widget to the site (on the right hand side), but let me know if it doesn't work for you and I will look into it further.

Still learning how to do all this stuff!! :-)


Birgit said...

Gosh, I feel my blood pressure rising by just reading it.

Here's the RSS Link

Cheers, Birgit

Globus said...

the other mobile operators are just as crap. the depths of vodafone's dire customer 'service' would give even orange's staff (or the call centres of british gas or ryanair for that matter) a serious run for their money...