Customer service matters: Orange and the HTC Hero


HTC HeroIt’s no secret in the Coast Digital offices that I am not a fan of Apple’s iPhone; and that’s why I opted for an HTC Hero on a tariff from Orange. Without doubt, it is the most amazing phone I have ever owned.

Although my phone is certainly better than your iPhone (if you have one), that’s not what this post is about. Instead, I want to tell you about what happened when my HTC Hero failed.

Last Saturday, I woke up and found my phone had no signal. I tried to make a phone call, but I was told my handset wasn’t registered on the network. I wondered whether Orange was having problems, so I put the SIM card in one of my older phones. It worked perfectly. The problem had to be with the HTC Hero.

At first I tried changing settings, and then decided on a factory reset – I reasoned that I might have installed a dodgy application or something. No joy.

So I called Orange.

A very helpful person offered to replace my handset, and gave me a range of times I could receive my replacement on the next day – Sunday.

I don’t have Orange Care. I am not a business user. And when I chose for my replacement phone to be delivered between 9am and 1pm, it arrived at 11am sharp. All I had to do was plug in my SIM card and – bingo! – I was back on the Orange network. After re-syncing my contacts with Outlook, I was good to go.

From broken phone to replacement – in only 19 hours. Over a weekend. That’s customer service.

It’s also good business: so many of our clients come via referrals from satisfied customers. Perhaps we can help you too?

More on this subject