Orchid Dialler Discount

Orchid_Support_2

Yes, this is Tech Support at Orchid and although we monitor the chat forum we've never yet felt the need to reply to any posts on this site. We have always supported the forum and strongly believe that people should to be free to express their opinions, people purchasing our products based upon personal recommendations. Your posting has quite frankly amazed us and we feel that we should respond in a fair and balanced manner.

In terms of programming your phone, we have tried to make the programming manual as user friendly as possible and as such have responded to constructive customer feedback by continually updating the QSUG, even introducing a new video section to our web site that allows you to see how your routing table is built using CW Client from start to finish. To date nearly a thousand customers have successfully programmed their V4 products using our unique CW Client program in association with the QSUG and videos. The ever increasing size of the QSUG is merely a reflection upon the unique routing flexibility offered by all our V4 products and has grown in direct relation to the level of customer feedback we've had to date.

Whilst we do offer a £2.00 programming service where upon we'll set up your routing table to your own requirement, this table is allocated to your account therefore using CW Client you will have full visibility of said table. I'm reluctant to expand upon the programming of your product as you've not expressly explained what problems you are experiencing and as such would ask if you've looked at the troubleshooting sections of the QSUG, viewed the video resources on our web site or even contacted us by email at our support address. As per Toxteth's posting, which bit are you struggling with? Not only do we provide free technical support ourselves but many registered users of this forum will also offer their own help and advice, surely this is the point of the forum.

We have quite rightly as you state recently introduced an 0870 tech support line, but this is in addition to the FREE technical support we already offer at support@orchid-electronics.com and contrary to popular opinion we don't make any revenue of these calls, simply using the web based flexibility offered to allow the calls to be re-directed to more than one office.

Your advice to state in big bold type not to buy any of our products is we feel totally unfair and your experience of our product (not substantiated) is not representative of the vast majority of our customers who've recommended our products to friends, family and colleagues and thanked us for our excellent customer service.

Your posting is wholly unreflective of other postings on not just this site but other forums on the net which have recommend us and as such should be viewed in the context to which it is written.

We hope that any other potential customers view more than just one posing to get a balanced opinion on our products and services.

Edinburghlass_2

Thank you for your post Orchid. As you state the above poster is only one out of very many happer users of the Orchid Dialer from MSE and I am sure they and Martin himself will continue to recommend the use of this dialer.

Toxteth_OGrady

Your advice to state in big bold type not to buy any of our products is we feel totally unfair and your experience of our product (not substantiated) is not representative of the vast majority of our customers who've recommended our products to friends, family and colleagues and thanked us for our excellent customer service.

Well said, Richard. :T

I note that Garret hasn't come back for specific advice yet. That's the very least he could do (or delete his post).

Perhaps he's a business rival, or a troll.

:cool:

TOG

hansi

Thank you Orchid Support, you have allayed my fears slightly. Could you just explain that, if you programme my dialler to my requirements, am I at liberty to change these settings at a later stage and is this fairly easy to do?
Thank you for posting your reply.

Orchid_Support_2

hansi wrote:

Thank you Orchid Support, you have allayed my fears slightly. Could you just explain that, if you programme my dialler to my requirements, am I at liberty to change these settings at a later stage and is this fairly easy to do?
Thank you for posting your reply.

You'll have access to your account as held on our server in Northants, by using our CW Client program you'll be able to view and manage your V4 routing as required. The User guide and web site videos should help you to understand how our V4 routing works and there's always technical support available at our support address or from other posters on this forum.

sergeant121

nitejar wrote:

I was thinking of getting the Orchid dialer as my kids tend to forget to push the 18866 button at the right time of day. I anyone aware of a list of the numbers after 07 that the different mobile providers use so the dialer can be programmed to route calls to different mobile networks differently. Has anyone using the dialer tried this?

Since calls to mobiles now make up most of my bill, this would seem to be worth the extra effort.

Porting of numbers means that it's no longer possible to say 07ABC is O2 or Vodafone or whatever these days so I've taken a decision to use 1899 for all calls to mobiles.

HOWEVER, be aware that 070 numbers are NOT mobiles - they're (for all intents and purposes) premium rate by (yet) another name.

See HERE for the costs.

Milex

mary wrote:

The cynic in me was slightly amused to see the Contact No for this company is an 0870 number, I thought the idea was to save money!

All is not lost, Mary. SayNoTo0870.com gives Orchid's landline Nº: 01536 443677.

Orchid_Support_2

Milex wrote:

All is not lost, Mary. SayNoTo0870.com gives Orchid's landline Nº: 01536 443677.

So does the Contact page on our web site at the moment, 01536 443677.

Whilst we're happy to field non technical support calls on our Geographic number we cannot unfortunately guarantee that your call will be answered. We simply use our 0870 numbers to direct your call to someone who can deal with your call, rather than leaving you holding for 10 - 20 minutes whilst having to select from a raft of automated options etc, finally getting through to someone who says you need to speak to someone else.

We're not looking to rip our customers off by making money from our 0870 numbers, the simple fact is we don't receive any out payment and with the soon to be launched on-line shop; we’ll be able to keep our prices as competitive as possible whilst streamlining every aspect of our business in an attempt to provide a better service.

Free online ordering and Technical Support means you'll only have to call a 0870 number if you really need to, the bottom line is we want you to save money on your calls whilst receiving exemplary customer service, that's the point of our V4 products and a principle that we ourselves adhere to.

MSE_Martin

I think Garrett's query is a legitimate one, however I am pleased to see Orchid responding - i think it shows a nice touch and hopefully Garrett will come back - detail his(her) problems more here and Orchid will support it.

Now onto the 0870 number.

First to say please don't use the 'we don't gain revenue' that's a false argument that ignores opportunity cost.

Why do you use 0870? Because you get a call routing system that makes your operations more efficient
What if you didn't use 0870? Yuo'd either not have this system (increasing your call answering costs) or you'd have to pay for it. This means having 0870 decreases your costs which is equivalent to you gaining revenue.
Who pays for your call routing system? Consumers of course, the 0870 provider takes the call revenue and that pays for your system.

So let's be grown up about it and accept what it's for. Actually as its a technical support line 8p a minute is rather cheap, its much better than premium rate support. I do hope that when this is introduced on the site rather than labelling it a 'national call rate' the call cost is noted and you guarantee people won't be left on hold when they call. If that happens it substantially lessens the 0870 problem in this specific case

martin

Orchid_Support_2

Martin

Thanks for taking the time to post, with respect Garretts initial posting wasn't a query and as such was more an unsubstantiated opinion which is why we responded to provide a balanced reply for anyone looking at potentially purchasing from our product range. Hopefully Garrett will indeed post again, we would rather deal up front with any issues our customers may have rather than simply see bad press concerning our products without the opportunity to respond.

Whilst we will continue to monitor with interest the many forums on the net and welcome the open nature of the discussions, we would request that any technical queries addressed to Orchid Electronics be sent directly to us either via our free email support@orchid-electronics.com address or by calling our support line on 08700640029. That is not to say that we don't want people to post on this site, we welcome the community aspect of the forum but we cannot unfortunately guarantee that any posts on this site will be answered by our technical support team.

In respect of the 0870 issue, we welcome and acknowledge your comments and would agree that it does indeed help make our operations more efficient. As a business you'll appreciate that we're continually trying to maintain that fine balance between offering the very highest levels of customer service and value for money without having to increase our prices to maintain said standards and as such the 0870 support line has been introduced to offer the customer the ability to call rather than just email us. Email is FREE though.

Please be advised that the 10% discount currently offered simply by quoting the moneysavingexpert site when ordering should not be forgotten and will also be available once our on-line shop is up and running.