d the circle of madness that can only be designed by computer programmers that have been very lazy. I call the number to top up the phone and proceed through the stages of having a automated service which is voice activated. I get through the service until the "lady" wants to know my surname. When I tell her, she does not recognise it. She asks me again to say my name, I comply. She fails to recognise it again. Now she is obviously losing her temper as she speaks patronisingly to me that she wants my last name. I tell her one last time my surname, which she mishears and says she cannot continue instead I need to talk with someone.
In sum, EE/Orange:
1) Do not offer a SIM card if you will not allow someone to top it up simply via a card without requiring credit in the first place.
2) Do not provide software based systems that rely on audio recognition of names when they are clearly inappropriate for the job.
3) Do not provide Automated Voice recognition programmes which have a person apparently getting cross and patronising when the system is at fault for not recognising the name. In fact why get a person to apparently get laboured when speaking to your customers. This is the customers first contact with your service and the customer should be treated with respect and as correct at all times not made to feel stupid beacause your technology is rediculous.
4) Do not save money by removing real people from key jobs such as providing help. Also do not charge 25p per minute for the opportunity to speak to someone unless there is a guarantee of a fast fix otherwise you are no better than the UK Tax office and are using customers help as a income generation.
5) Do not have a system that relies on a new customer trying to give you money requiring to be connected to a paid service in order to top up their new SIM card. Anyone who wants to PAYG will not have money on the SIM so cannot use the paid service. Furthermore, no one will want to use their credit to purchase credit from you. This is rediculous.
6) If you are a phone and broadband provider it is sensible to have sufficient resources for someone who requires help to have the answers easily available to them.
7) When you design any system it is important in the usability testing that the customer is the focus of the design. Real cost savings are made by retaining customer satisfaction and providing good service.
EE/Orange - Fail