O2 or Orange?

Well O2 have been taking a fair amount of stick recently over the loss of their network and the thought of trying to sort out a problem with O2 filled me with dread.

Where is help when you need it? I don’t know about you but i am  increasing dependent upon mobile technology to help me manage my busy life. To lose access to your phone, email, and calendar feels like loosing a part of you. How can we function without it?

Well, the other day the worst of nightmares, but not for me but my partner.  She looked at her phone and said that strange  the network message on my phone is  showing no sim! What could this mean i wondered, and soon found out. No access to all the key information that she depended upon. Oh let me have a look at it i said willingly. In truth i had no idea what i might do to fix it.  I tried a bit of DIY – took the sim card out. Even that was a challenge. I had to find the special little key that helps to extract the sim from the body of the phone. Luckily i remembered that i had put it in my man draw. After a bit of searching i found what i was looking for. Ah ha! Anyway two or three goes at removing the sim and cleaning it proved no different, even when i combined it with the classic IT helped advice of switching it off and back on again. I was stumped at least for now. Feeling a little deflated i said that i did not know what to do next, and that she would have to go and get help from the local phone shop.

The next day proved a busy day for both of us and i was worried as i left that my wife did not have access to the phone, she would not be able to keep on touch with the kids. Shocking really isn’t it that we feel so dependent upon bits of technology to help us run our lives. Anyway, she was left trying to find a way to fit in a trip to the phone shop along with everything else in her busy day. I was left feeling that i should have been able to fix it, but what could i do?

As luck would have it i came out of my morning appointment slightly early. I dropped in to one of the mobile shops that sells all major brands of phones and packages and asked them what advice they could give me. Despite the fact that they sell the 02 network they could offer no useful advice, other than to visit an 02 shop. I dropped in to an Orange shop, as a current arrange user i thought that they might be able to offer me some advice as they sold the particular handset, but no they too suggested an 02 shop.  Whilst i was on i had been having a problem with accessing my online account. So i thought this would be a great opportunity to resolve the matter while i was with a real person, rather than a remote voice in a call centre. I explained that the web site did not offer me the help that i needed and that there was no obvious way to get help on the site. He went away to talk to an anonymous person in the back, probably the manager busy doing more important things out of the way of the paying customer. After waiting a couple of minutes the helpful chap came back and said that he knew that there was a number because he had given it to another customer in the past, but that he could not remember it. His boss had no idea. So that best thing to do was to call 150 from my phone and see if they could help me. Great help!

Disappointed  i walked out of the shop still keen to try and fix the problem with my wifes phone. As luck would have it i came across an 02 shop. I walked in and spoke to a really helpful employee. I briefly explained the problem and what i had tried to do to fix it. She listened intently.  I was keen to know if the sim needed replacing. Myabe not she said. Can i suggest that you try two things before taking the phone into an 02 shop. Within a minute she had explained and demonstrated what i needed to do to try and fix the issue.

Well i though it must be worth a try. So i took the bull by the horns and phoned my wife at work. Thanks to the demonstration offered by the sales assistant in the shop i talked her through the first of two reset procedures.  Within in two minutes the phone had rebooted and hooray the connection to the network had been restored.  A problem fixed through the expert knowledge of a key worker who had the skills and knowledge available in the shop to first explain and the demonstrate what i needed to do to restore the service to the sim card. An excellent example of having the technical knowledge in the right place to help the customer.

All the other shops on the high street that i visited and who claimed that they could not help me could learn a thing or two from the women who helped me in the 02 shop. In the end the procedure that she offered could have been explained by any of the assistants in the other shops as i have since learned by looking at my own phone on the orange network that the same procedure will reset my phone.

So to unhelpful staff in the  Orange shop who referred me to dial 150 to sort my problem out i would say study the demands that are made by customers like me in your shops and make sure that the colleagues that you employee at the front line have the basic technical knowledge and skill to help customers whilst they are in the shop. Fending me off to a call centre is not the answer. It costs you more, both in terms of bottom line and importantly by brand reputation. After all if you had done a good job in the moment i would not have been tempted to compare your service with that of the assistant in the 02 shop.

Think on!

And for anyone with an iPhone that hits the same problem go to settings/general scroll to the bottom of the page and touch reset. Look for reset network setting and follow the instructions. If that fails switch the phone off by holding down the on off button on the top of the handset and the circular menu button together until the phone completely shuts down. Failing that

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