Appalling Orange customer 'service'

NGlady

Wow a whole 5 texts a day - for all that stress and palarvour and the almost tears.. really?

"told her in no uncertain terms that I was getting that package back or else" Love to know what you'd have done there.

drbesty

I think you should maybe try and apply abit of perspective to your problem

DemiDee

NGlady wrote: »

Wow a whole 5 texts a day - for all that stress and palarvour and the almost tears.. really?

The package is 5 free texts a day for life, not just for a week or a year. Add the value of that up and you will see that it's something most people who bought it would like to keep. And why shouldn't they? The contract is for life. There are people here who barter with banks and utility companies to gain less off their bills than what I get through the 5-a-day text package. The point I'm trying (very hard) to make is that it doesn't matter whether it was five texts or one hundred, I still had to speak to five people when all it should have taken was one call of a few minutes and absolutely no changes to my packages.

DemiDee

jb66 wrote: »

5 free texts, whooptydoo

No, five free texts per day, for life. At 10p per text, that's £182.50 per annum. Cheapest sim only bundle deal is around £10 per month for unlimited texts - that's £120 per year. So yes, I guess I can whoop a little.

drbesty

If the package is quite old there's a good chance that the people you spoke to will never have heard of it, add that to the language barrier, and maybe your tempremant, and the result is sometimes things take abit longer to sort than usual

DemiDee

You are quite right, Dr Besty. Sometimes a LOT longer than usual! However, all that the first person needed to do was to say he would find out if it were possible and then call back. Such a palava over something that could have been sorted out very quickly.

DUTR

DemiDee wrote: »

No, five free texts per day, for life. At 10p per text, that's £182.50 per annum. Cheapest sim only bundle deal is around £10 per month for unlimited texts - that's £120 per year. So yes, I guess I can whoop a little.

If the out here package is no longer on offer then the CS rep cannot do much for you

DemiDee

DUTR wrote: »

If the out here package is no longer on offer then the CS rep cannot do much for you

Did you read my original post? *sigh*

A. The Out Here package is a contract for life, therefore people all over the country still use it, therefore all CS reps at Orange should know about it.

B. The package was working perfectly until I made that first call and it was then cut off completely. I wasn't asking to go onto a package that is redundant, as your post seems to imply, but rather to be reconnected to a package I had been using and am entitled to.

gjchester

DemiDee wrote: »

A. The Out Here package is a contract for life, therefore people all over the country still use it, therefore all CS reps at Orange should know about it.

It does but you moved off it. Given it's an old tarrif it may not be possible to move back.
I'm not saying it was right or wrong that you moved but it may be the tarrif is closed and once moved from it you can't be reverted back eeasily. It may not be something front line customer service can do, and may need to go to the back office to be resolved.

Jon_01

gjchester is quite right. All the old tariff's have been removed from the system (as their no longer available to anyone). If you've been moved off it it'll need higher level access than the CS agents have to put it back.
The other issue is there are only about 1 team leader to 4 teams in on weekends so it can take a while to get anything sorted. And, yes. Thats not ideal but there's no point having a go at the staff for decisions management make...