Orange called me up ranting because of poor feedback!

ahrimaniac

Cheek and the nerve.

I lost my bank card on Monday so had to call the lost and stolen line - but had no credit on my phone, so had to call Orange first to top up.

After spending ten minutes in their bloody automatic-voice-recognition hell (I have a very complicated surname!) they put me through to someone who was utterly useless - kept telling me my phone was registered to another person (it's not, I've called loads of time and had no problems), then telling me my address was wrong (!), then saying the system was down, and then hanging up on me!

I went and bought a voucher and did it that way, and it was sorted.

ANYWAY. I then got a 'feedback' text survey from Orange asking me to rate the call, how helpful, how confident I am that they handled my call correctly and the like. I rated the service poor, the advisor terrible and when asked 'How could it improve' I put 'Nice not to be hung up on next time'.

I thought that was the end of it.

I then get a call yesterday from an advisor (supposedly the advisor's manager) at Orange demanding to know why I'd marked the advisor down, that his job was now in jeopardy, that he'd listened to the call and all was well etc etc.

He was bloody rude and though it made me laugh, I do want to complain - I'm not having Orange call me trying to guilt-trip me for their poor service!

Any contact details or advice? It was definitely a call from Orange because when I redialled the number it came from, it said 'an advisor from Orange has tried to call you' etc etc.

mrcol1000

To be fair you can't just pull people apart and expect no come back. I think when people are ranting and raving and complaining and getting abusive and nasty they forget that there is another person on the other side of it.
I think if you complain about someone then there manager has a right to respond to that postively or negatively.
Also Orange are well known for not liking pay as you go customers. Thats why they don't subisde their PAYG phones to the extent other companies do.
I would write and complain if you feel you were poorly treated but don't start crying if they decide to respond to your complaints.

Torby

Bad service...bad feedback, no guilt trip required...too often people sit back and accept bad service and poor quality and thats why a lot of these companies think this is the norm nowadays.

Even if you were "ranting" as you put it, that doesn't acount for the fact they "kept telling me my phone was registered to another person (it's not, I've called loads of time and had no problems), then telling me my address was wrong (!), then saying the system was down, and then hanging up on me!"

You were just right, if people don't complain, how would they know to fix it. If what you say is true (and I've no reason to doubt you) if his job is in the balance, tough, the job should have been done right in the first place...just a pity the same doesn't apply to government ministers and bankers!

Amistoso_2

mrcol1000 wrote: »

To be fair you can't just pull people apart and expect no come back. I think when people are ranting and raving and complaining and getting abusive and nasty they forget that there is another person on the other side of it.
I think if you complain about someone then there manager has a right to respond to that postively or negatively.
Also Orange are well known for not liking pay as you go customers. Thats why they don't subisde their PAYG phones to the extent other companies do.
I would write and complain if you feel you were poorly treated but don't start crying if they decide to respond to your complaints.

sorry but they asked for her feedback, I think it's bang out of order for them to call and question her the way they did, had they called and said can you tell us more about what happened and why your not happy then fair enough, but don't ask for someones opinion and then go off on one because you don't like the answer (bit like some of the people on MSE)

ahrimaniac

His feedback - and I wasn't ranting! I was very polite to the advisor the first time around - I always am - worked at BT for long enough to know if someone is rude, you'll get nowhere!

I was polite, gave negative feedback via text over crap service, and got a snotty phone call!

ahrimaniac

Don't over-react - I always say thank you at the end of my threads rather than telling each person thank you each time - jeezus.

ahrimaniac

Though if it makes you feel better, I've clicked thanks. I do appreciate the feedback from everyone.

funkymonkey849

Amistoso wrote: »

sorry HIS, like we're supposed to know!! :rolleyes:
don't know why we bother sometimes, when people take time to correct you but can't even be bothered to say thanks...

Oops I thanked you when I was trying to quote you saying you're being a bit out of order, the OP hasn't said anything wrong

Ah well have a free 'thanks' on me

Tigerlilley1980

TBH they have asked you for the feedback and I certainly wouldn't expect a call from a manager saying things like the advisors job is in jeapordy, that seems very unprofessional to me. I would maybe expect a call from them wanting more information on the awful service you received so they can put it right. It annoys me when you ring up somewhere and they hang up on you, I would deifinitely complain about the advisor and the manager aswell, if it was indeed the manager that rang you and not a disgruntled advisor!!

Tiger x

funkymonkey849

To OP I would write and complain (again lol), you gave feedback and that should be the end of it

If they had listened to the call and decided there was nothing wrong then the advisors job shouldn't be in jeopardy - this is not how call centres usually work, they will take customer complaints and recorded calls into account otherwise people would be getting sacked left right and centre when people complain

Sounds like the advisor rang you to have a go, I didn't think you were supposed to get feedback on your feedback!

Complain about him again and he really will get the sack!

aliasojo

Tigerlilley1980 wrote: »

I would deifinitely complain about the advisor and the manager aswell, if it was indeed the manager that rang you and not a disgruntled advisor!!

That seems so much more likely to me. Or perhaps it was his pal sitting next to him he got to phone you?

This is very, very unprofessional behaviour from a manager, and I think it unlikely that a manager would discuss the fact it would affect a person's job.

I wouldn't let this go...if I'd been asked for my opinion and then been slated for it, by god they'd know about it.