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Orange & SonyEriscsson

Thursday, 26 August 2004 ‡ 19:34

I have been with Orange since 1995 and thought myself a valued customer (paid bills by DD, never missed a payment, made use of the new services, upgrade each year, etc) and this year i bought the SonyEriscsson P900.

After 3 weeks of having the phone, i discovered i could NOT

• Delete Sim Update SMS messages
• Delete Voicemail Reminder SMS messages
• Turn off the Voicemail Reminder

Having followed the steps to cancel the VoiceMessage Alerts i am still receiving them. Clearly a problem with Orange, though they will not admit it. I have also spent several hours over a 4 week period trying to find a solution to the problems by contacting Orange Customer Support. While i patiently waited for a response, which i was told could take up 10 days, i tried my SIM in a SonyEricsson T610. I was able to successfully delete the SMS messages. When Orange rang me back they asked to perform each of the following

• Attempt the deletion of SMS messages, switch off the phone, switch it back on and check the SMS messages
• Attempt the deletion of SMS messages, switch off the phone, remove battery and SIM, wait 1 minute, put it all back together and switch the phone on and check the SMS messages
• Update the SonyEricsson software from the SonyEricsson website
• Hard reboot from the handset
• Use another SonyEricsson to delete SMS messages

none of which solved the problem. The biggest most pathetic thing about Orange Customer Support is that 3 different operators asked me to do one or more of the above one after each other over a 4 week period. So basically after 4 weeks no solution has been found and i've been spending more time on the phone to them than anywhere else. I have become so pissed off with Orange, i would go out my way to suggest anyone thinking of joining them, not to bother and anyone who is with them and suffering the same way, join another network. I think that if you rotate your service provider every couple of years, you will be treated a lot better.

Orange, you are pathetic, you do not value your customers and such problems as this are dealt with until the customer stops contacting you, otherwise just respond with the usual crap. Orange, remember there are customers out there who are more technically knowledgeable than your Customer Support Operators and probably some of your own technicians. My next step is to complain about Orange to consumer watchdog. I have had the phone since the begining of July 2004 and Orange will not change or replace my phone.

sonyericsson.com | orange.co.uk

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