News Forum Phone database

> New Topic
> Reply
< Esato Forum Index > Sony Ericsson / Sony > Technical > Infrared port on T68i unusable - useless range. Bookmark topic

Actually, no. Apparently, since I'm an upgrade customer, I don't need the 14 days backing out period that you get with new connections. Neither, according to Orange, am I worthy of any customer service. They told the girl in the shop they'd call me in the next 48 hours - and she passed the message on for them. It's now 56 hours later and counting, and they still haven't pulled their heads out of the arses and decided that a faulty phone is a faulty phone and needs replacing!! Genius!

My patience is wearing a little thin with Orange. The phone is EASY to demonstrate as faulty. It's not like it's even an intermittent fault. But because it's a fault with IR, and not with some nice big clear simple feature as found on Kiddie's phones with snap on Winnie the Pooh covers and countless nice ring tones, they seem to have developed a case of prolonged (by 56 hrs) moronity over at Orange. And if when I eventually DO speak to them on the phone (e.g. when I go back to Phones 4u tomorrow and tell them that Orange didn't make the call I was promised, and ask the girl in Phones 4u to phone Orange so I can speak to them) it probably will take just a hint of them not sorting the problem that same day before I start asking for managers or supervisors to be put on the line. Luckily I think shouting and balling at poor call centre operators is dispicable, and shall remain calm but firm.

My phone is faulty and was faulty when they sold me it. I reported the fault well within 14 days, as AFAIK is the time allowed me in my Statutory Rights. I can show it to be faulty beyond doubt. WHY is it so hard for Orange to contemplate replacing it?

I'm heartened though, by the fact Phones 4u are on my side. Sony Ericsson seem to be too - the guy I spoke to on their helpline listened to me describe the fault and asked if I got it from a local shop (which I did) then told me to take it back there and effectively demand a replacement - and was then nice enough to point out to me my statutory rights in this matter. One wonders if he suspected Orange would give me grief...
--
Posted: 2002-09-02 00:34:00
Edit : Quote


All worked out beautifully in the end.

Orange didn't phone me back within 48 hours... so I phoned them. Obviously there isn't an option to speak to their "Technical Department" direct, so I spoke to a nice Customer Services rep called Claire - who sounded local (I'm from Co. Durham where Orange have a couple of big call centres). It's amazing what you can get done if you're polite, patient, sound happy and easy going, and last but not least if you flirt a bit.

She offered to phone their tech department to see what was going on, which apparently isn't something she's supposed to do but would do anyway! She said she got through to some bloke in their Tech Department, who she told me had said he was surprised it had even been referred to them as usually it was just a case of an instant authorisation for an exchange... But he wouldn't sign off the replacement! I'd have to wait.

So she said that she'd phone them AGAIN for me, and if she got the same guy, she'd just hang up! She had me on hold for a couple of minutes longer than before, which I took to be a good sign, and came back on the line to tell me that she had to 'work her charms' with the guy in the Tech. Department, and that he'd have it signed off on the system, but he wouldn't be able to get it done straight away (this was by this point 5:30 ish so I wasn't surprised)... so she would phone me back in the morning when she started her shift at whatever time would be convenient for me. Sure enough - a couple of minutes after the start of her shift this morning she was on the phone with an action ID no. for my replacement.

Went to Phones 4u with that and now have a working T68i whose infrared works *beautifully* with my Pocket PC and 6210!

Bravo Claire @ Orange!
--
Posted: 2002-09-03 18:38:00
Edit : Quote


Sorry too hear that you had sooo many problems sorting this. I actually work for Phones4u and know how difficult it is to authorise an exchange like this. Orange is a pain in the arse they think they are the experts and don't beleive we know what we are doing. I actually have a technology related degree *sigh!!! working at a phone shop* and know when a phone is broke but they ask me too wait too.

The best networks for instant replacements on upgrades is voda,o2 and t-mob. cause they use mainly GSM fones they are easy swapped if there is a fault with them. Slightly harder if there is no fault.

Which shop did you visit in county durham btw as i am from that area.

Cheers Ego
--
Posted: 2002-12-27 21:32:00
Edit : Quote

---

New Topic   Reply

Forum Index