Orange Call center - where can I complain?

mess0804

:mad:

I few weeks ago I called Orange Customer Services (from payg 25p per call) to activate my voicemail . The guy to whom I spoke said ok, that's done for you. I took it for granted. A few days ago I received an email from an employment agency who said they tried to contact me for a job oportunity but they had no way of leaving a message to me; the job has gone now, but they wanted to know if I'm still looking ..... I turned off the phone and called myself from another phone and they're right: I have no voicemail!

I called Orange to complain (and activate it maybe this time) and they said that they can't trace the person i spoke to because they haven't actualy opened the account (so they just answered and said ok, ok, that's done) and that they don't actually monitor (or record) all calls ... so that's it :mad:
The CS person can still have his job and do nothing at it ... and I lost a job that I'm looking for months now.... I am really upset as it seems that they actually could care less if their employees don't do their job (another thought is that you can get someone swearing at you or whatever and of course you can't prove... as not all calls are recorded.)

Is there somewhere where I can complain about Orange Customers Service?

Jon_01

You can write to the Exec office, but if there was no action taken on the acc there will be no audit trail to find out who did (or in this case, didn't) do it.
There are wrong, some calls are recorded, but with the volume of incoming calls not all of them can be recorded. Also, team leaders can monitor anyone on their team and listen in to what their saying and watch their screen as they go through the call.

Jon_01

Sorry just realised I didn't give you the address for the exec office. . .

Orange Executive Office.
50, George Street,
London.
W1U 7DZ

Hope that helps you.

lawbunny

If you called from your Orange phone they can do a trace on your account and see every time it has appeared on screen - and which csa's login it was. Your account should have popped up on their screen the min you called, so regardless of whether or not they left a note on the account they can be traced.

Jon_01

lawbunny wrote: »

If you called from your Orange phone they can do a trace on your account and see every time it has appeared on screen - and which csa's login it was. Your account should have popped up on their screen the min you called, so regardless of whether or not they left a note on the account they can be traced.

True, but only the team in the Exec office (I think) would have the time to go through those records. The call centre staff are so snowed under with answering calls in X amount of time they don't have much time for those kinds of task...

lawbunny

I concur.

I was just pointing that out as it was said in an earlier post that not all calls are recorded. I'm just pointing out that the call didn't need to be recorded for them to find who it was.

Jon_01

lawbunny wrote: »

I concur.

I was just pointing that out as it was said in an earlier post that not all calls are recorded. I'm just pointing out that the call didn't need to be recorded for them to find who it was.

I'm not do sure that's the case. I worked on the frontline at Orange and one day I had a call from Sir someone or other who asked a question and then rang off because he had far more important things to do than wait while I found the answer for him.
I had his info on screen in front of me and before I could do anything another call came through and wiped his info and displayed the new caller's details.

I asked for the last callers info from the support team and got a printout of my call through put log for the time in question but he wasn't on it and I was told that as I hadn't made changes to his acc nothing would show on the log !
No I agree that there must be a trace somewhere, I'm not sure how easy it is to get to and after some time it'll get harder to find it ?

lawbunny

They do have a facility to see all calls that come through to you, even if they drop after just a second. This is how they can monitor staff if they suspect they are accessing accounts improperly or dropping calls.

But it's a complicated process so they don't usually use it just to enable a callback (my experience on that front is the same as yours).