Orange Price changes ?

old-bill_3

I have had contracts with every network going over the last few years. You get good and bad CSR on all networks. I do find that Orange still is one of the best . I am not saying they are perfect but there are a lot worse. Vodafone on the whole are pretty good but can be a little hit and miss. T-Mobile used to be good but having now moved their call centers seem to be going downhill fast. Have not used O2 for about 18 months now but they always seemed to be quite good. Then of course it leaves 3 who do not understand what customer service is.
I work in Customer service myself (not in the mobile field) and you have to remember we are human and we can/do make mistakes. However and I think I speak for a lot of customer service people here if you treat with a little bit of respect then we will go out of our way to help you. However if you treat us like dirt dont expect any favors.

simax

old-bill wrote: »

I have had contracts with every network going over the last few years. You get good and bad CSR on all networks. I do find that Orange still is one of the best . I am not saying they are perfect but there are a lot worse. Vodafone on the whole are pretty good but can be a little hit and miss. T-Mobile used to be good but having now moved their call centers seem to be going downhill fast. Have not used O2 for about 18 months now but they always seemed to be quite good. Then of course it leaves 3 who do not understand what customer service is.
I work in Customer service myself (not in the mobile field) and you have to remember we are human and we can/do make mistakes. However and I think I speak for a lot of customer service people here if you treat with a little bit of respect then we will go out of our way to help you. However if you treat us like dirt dont expect any favors.

Thank you very much. The amount of people who talk to us like dirt and assume we're on minimum wage absolutely astounds me!

If you did leave the network due to the T+C's (that didn't happen) then I wish you all the very best with your new chosen operator.

squirreleater

simax wrote: »

Thank you very much. The amount of people who talk to us like dirt and assume we're on minimum wage absolutely astounds me!

If you did leave the network due to the T+C's (that didn't happen) then I wish you all the very best with your new chosen operator.

For what it's worth, I had one CSR out of 5 was rather blunt and patronising, but not rude, the others were very polite.

I'm actualy regretting going, but it's a matter of principle as they weren't going to tell me about the T+C and I was about to drop my minutes and would of been effected.

mutedwhisper

Just to make another little comment - I'm not quite sure why this post has turned into taking digs at other users of MSE just because they work for orange. Yes, some people weren't the best on the phone but then everyone has their bad days and the CSR's also have guidelines they have to follow, plus not everyone that works for orange is awful! I actually think it's quite inappropriate to be using this site as a way of taking little digs at people.

spark_deals

Hi,
I was just wondering about the people(me) who were not able/ keen on cancelling, where they stand now?
Should they(me) ask the orange to send them the written copy of 'prevailing' T&Cs governing the contract?
Thanks

simax

mutedwhisper wrote: »

Just to make another little comment - I'm not quite sure why this post has turned into taking digs at other users of MSE just because they work for orange. Yes, some people weren't the best on the phone but then everyone has their bad days and the CSR's also have guidelines they have to follow, plus not everyone that works for orange is awful! I actually think it's quite inappropriate to be using this site as a way of taking little digs at people.

I had actually unsubscribed from this thread, but thought on the offchance I would see what was being said, and I have to be honest. I know there are a few bad eggs at Orange (they are at EVERY company), but I am very VERY passionate about the level of good service that I give. My opinion is that if you are not willing to be the best at customer service, then you shouldn't be in the job. Obviously the people on here haven't spoken to me. I'm not being big headed at all, but I know I am good. As with any job, the underperformers leave. I'm still there.

There are people who have my extension number and still contact me about things years on after their first call (and no, they're not still trying to resolve the first problem!), and they are still with us to this day.

I know this thread is a very negative one, and I'm opening myself to all sorts of abuse being on here, but please respect that we are not all robots. Some of us actually do care! If I didn't, I would be here now on my day off posting this! Every company screws up now and again, and we're in the spotlight now, but the other networks have done more drastic things in the past, remember that.

Like I say, we're not all demons. Some of us are passionate about customer service, like me, and I recoiled in horror reading some of your experiences.

Do you think I liked having people coming through shouting to me about "their f'ing rights and you will f'ing cancel my f'ing contract", when I'd merely introduced myself and how I could help?

I don't deserve that. No-one does.

I don't harbour any ill-will against the people who have shouted and screamed at me, who have threatened to "be outside later" and to those who wished I'd die of cancer (yes, one person actually said that when I couldn't actually assist them any further - of course they aren't to know my father recently died of cancer, and if you don't know what that's like, it is the most debilitating, humiliating thing for the sufferer and the hardest thing to ever witness). I simply go to work, do the best job I can, then go home to my loving family.

That's about it. I had to get that off my chest. Sorry.

squirreleater

No need to apologise, that all seemed reasonable to me.

4810510

I'm a little unusual in that I have only even used Orange since I got my first mobile back in 94/95 so I can't really compare the different staff at different networks. I find the vast majority of people that I speak to at customer services very nice. Sometimes you get someone who isn't very helpful. I remember speaking to one guy who was being an !!!! and I eventually just hung up on him, called back - by this time p!ssed off - and the lady I spoke to was a real sweatheart and could not have been any nicer.

I got the O T&Cs text very early on, and since I use 08 number and go over my minutes I would have been entitled to cancel. I didn't want to cancel but it didn't stop me trying to help others who wanted to (see post #6 in this thread). I felt the increase was unfair and then the reports coming back from people who had tried to cancel encouraged me to help even more.

In my opinion, if the posters to this and other forums are to be believed, Orange acted dishonestly by providing false information (re Ofcom approval) and also refused to allow people to cancel their contracts when they were entitled to. Ofcom and perhaps the Office of Fair Trading or Trading Standards should investigate this serious failing. I believe that every person who called 150 during the relevant time period should be allowed to cancel their contract unless Orange can prove that the call did not involve a cancellation request.

I also believe that lots of Orange staff were only doing as they were told and I don't think that we should hold that against them. Orange CSRs :T.

love_my_2_boys

4810510 wrote: »

I'm a little unusual in that I have only even used Orange since I got my first mobile back in 94/95 so I can't really compare the different staff at different networks. I find the vast majority of people that I speak to at customer services very nice. Sometimes you get someone who isn't very helpful. I remember speaking to one guy who was being an !!!! and I eventually just hung up on him, called back - by this time p!ssed off - and the lady I spoke to was a real sweatheart and could not have been any nicer.

I got the O T&Cs text very early on, and since I use 08 number and go over my minutes I would have been entitled to cancel. I didn't want to cancel but it didn't stop me trying to help others who wanted to (see post #6 in this thread). I felt the increase was unfair and then the reports coming back from people who had tried to cancel encouraged me to help even more.

In my opinion, if the posters to this and other forums are to be believed, Orange acted dishonestly by providing false information (re Ofcom approval) and also refused to allow people to cancel their contracts when they were entitled to. Ofcom and perhaps the Office of Fair Trading or Trading Standards should investigate this serious failing. I believe that every person who called 150 during the relevant time period should be allowed to cancel their contract unless Orange can prove that the call did not involve a cancellation request.

I also believe that lots of Orange staff were only doing as they were told and I don't think that we should hold that against them. Orange CSRs :T.

You put your point across very elequently, but I have to disagree with the last part of your post. When someone starts tutting at you as soon as you start to speak and talks over most of what you are trying to say then I'm afraid that I will hold it against them. People who work in customer service are there because we have bought products or services from their companies. If it wasn't for customers having to call and make enquieries then they wouldn't have a job. They are there supposedly to help us are they not?
Now don't get me wrong, I'm sure there were many people who called Orange to cancel and were probably as rude themselves, but in my experience I went on the phone in the manner I always do, start off polite friendly and try to get my point across, but still I encountered rudeness, arogance and outright lies!! Yes they are there to do their jobs but if they can't keep control and stay professional then perhaps they are in the wrong line of work.

mutedwhisper

simax wrote: »

I had actually unsubscribed from this thread, but thought on the offchance I would see what was being said, and I have to be honest. I know there are a few bad eggs at Orange (they are at EVERY company), but I am very VERY passionate about the level of good service that I give. My opinion is that if you are not willing to be the best at customer service, then you shouldn't be in the job. Obviously the people on here haven't spoken to me. I'm not being big headed at all, but I know I am good. As with any job, the underperformers leave. I'm still there.

There are people who have my extension number and still contact me about things years on after their first call (and no, they're not still trying to resolve the first problem!), and they are still with us to this day.

I know this thread is a very negative one, and I'm opening myself to all sorts of abuse being on here, but please respect that we are not all robots. Some of us actually do care! If I didn't, I would be here now on my day off posting this! Every company screws up now and again, and we're in the spotlight now, but the other networks have done more drastic things in the past, remember that.

Like I say, we're not all demons. Some of us are passionate about customer service, like me, and I recoiled in horror reading some of your experiences.

Do you think I liked having people coming through shouting to me about "their f'ing rights and you will f'ing cancel my f'ing contract", when I'd merely introduced myself and how I could help?

I don't deserve that. No-one does.

I don't harbour any ill-will against the people who have shouted and screamed at me, who have threatened to "be outside later" and to those who wished I'd die of cancer (yes, one person actually said that when I couldn't actually assist them any further - of course they aren't to know my father recently died of cancer, and if you don't know what that's like, it is the most debilitating, humiliating thing for the sufferer and the hardest thing to ever witness). I simply go to work, do the best job I can, then go home to my loving family.

That's about it. I had to get that off my chest. Sorry.

Simax, I totally agree with you and have also had experiences similar to yours, although I no longer work in a call centre. I think it's best just to ignore the comments coming across on this forum as there is absolutely no need for them.