iPhone unlocking, useful info from an Orange supervisor...

Jon_01

!

Can't quite believe this, but it's the new Orange (or EE, or whatever they call themselves this week).

We've been having a problem getting my wife's iPhone 5 unlocked as she had to take to Apple and they changed it, so the IMEI isn't what Orange think it should be. Orange say go to Apple, Apple say go to Orange... You all know what they're like now.

Just spoken with a super at Orange and was told to write in and they'd do it, OR, quote 'If you look on Youtube you'll find people there that can do it and it'll be faster than us doing it' !!!!!

So there you go, if you want an Orange iPhone unlocking don't bother with Orange...

Just amazing!

NFH

I think some people working at Orange have just given up. They even volunteer to give out PAC codes without the customer asking for them, in view of the deteriorating quality and coverage of the EE network.

ZhugeEX

NFH wrote: »

I think some people working at Orange have just given up. They even volunteer to give out PAC codes without the customer asking for them, in view of the deteriorating quality and coverage of the EE network.

EE higher ups are well aware of the situation going on in customer service. It is an absolute mess there at the moment. There are CS training courses starting for staff very soon to try and turn the situation around.

After all, abysmal customer service is one of the main reasons EE are losing over 1m customers per year.

Jon_01

It certainly seem that no one is listening to calls anymore.

If anyone had have said that while I was there, they would have been out of a job!

Its just sad that they can have fallen so far so soon! But if you 'let go' most of your staff that know the systems then that's what you get...

NFH

ZhugeEX wrote: »

EE higher ups are well aware of the situation going on in customer service. It is an absolute mess there at the moment. There are CS training courses starting for staff very soon to try and turn the situation around.

I think you've misunderstood. Customer services have given up supporting their employer and are instead over-helping the customers. The OP's example above and my own experience of them volunteering PAC codes suggest that they realise that EE is becoming a poor network. They're probably on the receiving end of endless complaints which have probably destroyed any faith they had in their employer's network. Therefore they have given up.

ZhugeEX

NFH wrote: »

I think you've misunderstood. Customer services have given up supporting their employer and are instead over-helping the customers. The OP's example above and my own experience of them volunteering PAC codes suggest that they realise that EE is becoming a poor network. They're probably on the receiving end of endless complaints which have probably destroyed any faith they had in their employer's network. Therefore they have given up.

No i got what you meant. What i'm saying is EE are aware and are starting training programs for their call centre staff very soon to try and turn the situation around.

NFH

ZhugeEX wrote: »

No i got what you meant. What i'm saying is EE are aware and are starting training programs for their call centre staff very soon to try and turn the situation around.

But the problem is not about insufficient staff training; it's about a deteriorating network.

grumbler

Training is unlikely to change anything. They have far more serious underlining problems that they must solve, but fail.

In this case the supervisor was either new of had very little knowledge of their unlocking department. Otherwise he would have directed the customer to ebay that I believe their unlocking department has very strong links with, unlike with youtube.

Jon_01

Training is part of the problem, when I started the course was 3 weeks and for the last 2 hours you where in the call center listen to and then taking calls.
I think the course now is 1 week.

But the main issue (that I could see) was they only paid the lowest wage they could get away with and just kept demanding more and more from the staff. Anything from forcing mobile tech support to take calls on broadband when they bought Freeserve, to changing the shift patterns every few months, when people had taken the job because of the shift pattern!

They had team leaders who know nothing about CS as they came straight from Uni and wouldn't listen to anyone else.
One had such a terrible review from his team he was set to listening to phone calls and doing feedback. And then I heard he'd been promoted to a call center manager! Just goes to show what you can get if you spend half your day brown nosing with the management!

Hardly a surprise they're in the state they are...

Jon_01

grumbler wrote: »

In this case the supervisor was either new of had very little knowledge of their unlocking department. Otherwise he would have directed the customer to ebay that I believe their unlocking department has very strong links with, unlike with youtube.

You have any links? I can't find a one that does Orange UK??

gjchester

Jon_01 wrote: »

!Just spoken with a super at Orange and was told to write in and they'd do it, OR, quote 'If you look on Youtube you'll find people there that can do it and it'll be faster than us doing it' !!!!!

I would not put anything in it, they sound like they are talking out of their hat..

Iphones are not unlocked by entering a code or typing a command, they are unlocked by the network requesting Apple unlock the phone, Apple then change a flag in their database and the phone unlocks when it next contacts Apple to check it's status, usually when you change the SIM card.

No-one can do it via watching a you tube video, the only non legit way it can be done a unlocking company having someone at a network who's willing to enter codes to Apple on the side. The risk here is they get caught, or the network does an audit and all of these on the side codes are removed and the phones will re-lock the next time they connect to Apple to do a check.