Orange's Very Poor Customer Service

matrix999

JonG wrote:

Matrix,

Your problems with Orange sound very familiar to mine. If customer services can't sort your problem out they just don't want to know.

I had no caller ID display on a new (upgrade) PAYG Orange phone bought from an Orange shop. The shop would'nt exchange the phone without a fault reference code from Orange Technical Services. After three weeks of waiting for fault reference code, Orange said they could'nt sort the problem out but still refused to replace my phone!

Took them to the Small Claims County Court (very easy to do now online) and got my full money back.

Good Stuff!!

This is exactly what i'm saying, your paying Orange for a service and the service your getting is very poor.

So if your phone is broken and its not your fault it should be replaced, simple as that. All this running back and forward to shops, customer service phone calls to get fault codes is not your problem its theres and i'm glad to see you took them to the small claims court and won - Good on ya!!!

hlmurray

matrix999 wrote:

The operators are rude, unhelpful and agressive and do nothing for you when you phone up, and then you end up phoning again and again trying to sort the problem out. To be honest i've not got time to mess about on the phone with these idiots and thats why i'm passing this information on to fellow MSE to be aware that this company is a nightmare to deal with. I'd get more sense talking to a chocolate teapot than the staff at Orange, there totally incompetent.

I work at orange.....in customer service and I find your opinion rather offensive.Not everyone is rubbish at their job but like in ALL companies you find some who have a 'bad day'. If people took the time to read the documentation that came with their phones and rang the correct numbers in the first place half the passing round wouldn't happen. Also if you speak to someone useing the kind of names you've listed above it's little wonder they aren't so 'keen' to help you, believe me someone who speaks to you in a considered manner is likely to get further in life then someone who brands you an incompentant idiot

laudo

Well I have been with Orange since the beginning, which is about 1994, and 95% of the time I have had dealings with them they have been very helpful, on the very odd occassion do I get someone who didnt give a donald duck about my question.



Laudo

Woby_Tide

having had issues with Orange and O2 contracts in the last 12 months, despite having to resort to Orange Exceutive Office their CS still was miles better than the clueless O2 staff I had to deal with in terminating a contract early. neither are going to win awards but rather than suggesting people don't ever go with Orange, just bear in mind that the grass is still a complete mess on the other side of the fence

matrix999

hlmurray wrote:

I work at orange.....in customer service and I find your opinion rather offensive.Not everyone is rubbish at their job but like in ALL companies you find some who have a 'bad day'. If people took the time to read the documentation that came with their phones and rang the correct numbers in the first place half the passing round wouldn't happen. Also if you speak to someone useing the kind of names you've listed above it's little wonder they aren't so 'keen' to help you, believe me someone who speaks to you in a considered manner is likely to get further in life then someone who brands you an incompentant idiot

As i've said at the beggining of my post everyone will have different opinions of companies and organistations and my opinion of Orange is that its C**P. I have also said in one of my posts that I'm always polite with the staff on the telephone but as a customer i'm not getting the level of service from Orange that I expect, and as far as my opinion goes the people who I have discussed this with on the Orange C/S number 150 are clueless, rude and agressive with no responsibility for making decisions or taking the customer complaint/comment on board and dealing with it, this is my opinion of Orange and i'm sticking with it - The company is a nightmare to deal with!

matrix999

Woby_Tide wrote:

having had issues with Orange and O2 contracts in the last 12 months, despite having to resort to Orange Exceutive Office their CS still was miles better than the clueless O2 staff I had to deal with in terminating a contract early. neither are going to win awards but rather than suggesting people don't ever go with Orange, just bear in mind that the grass is still a complete mess on the other side of the fence

Good to hear you have had success with Orange

JonG_3

Orange Customer Services are very good IMO and I have no problem with them at all. The problem is the way Orange as a company deal with technical issues that Orange Customer Services can't sort out on the spot.

You are told the case will be referred to "Technical Services" and then have to wait three or four more days for them to call you back. Quite often they don't and you have to keep ringing Customer Services again to chase your query.

Other phone companies recognise your phone is'nt working and will replace it on the spot !

pennypincher_2

Funny thread but interesting. So much passion for customer services,not just the fruity one.

Odd though - must be the number called the least times by anyone each year though so much generalising of the service received, maybe you just were all lucky/unlucky.Let me start complaining about everyone I call each day from my mobile ,private individuals and business,now as I call a fair few numbers repeatedly I maybe be able to provide a true snapshot of the response I receive.....

I think this really hot air. It is pot luck nothing else.Would you really be at your best working in a call centre for the minimum wage answering calls from people with your attitude and expecting to give your 'best' ,how would you perform?

hlmurray

minimum wage? :rotfl:

matrix999

hlmurray wrote:

minimum wage? :rotfl:

This is True However I have heard that some call centre workers get a little bit more than the minimum wage but no that much more - Not my idea of a job I have to say!!