Appalling Orange customer 'service'

DemiDee

Thankfully, I have it back now (perseverance pays off in the end!) but just to clarify..I never moved away from it and never told them I no longer wanted it. Orange took me off after I'd asked if my packages could be swapped. Instead of simply saying 'no', they somehow lost my package and changed my other phone (on Dolphin) to the Racoon package, none of which I'd asked for. Some years ago, Orange tried to take away the Out Here package from everyone who had it, but there was an uproar since it would have been a breach of contract.

Fire_Fox

If you have a complicated complaint - especially if you are going to have to wait half an hour only to encounter a language barrier - the best thing to do is to make a written complaint. E-mails arrive within seconds, letters by the following day - it's a lot easier to explain, they tend to be taken more seriously and cost less than being on hold.

DUTR

DemiDee wrote: »

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.

Yes I did well most of it, was a bit drawn out :rolleyes:

but in answer to your (a) I already said that if the package is no longer available as in to new customers then no CS rep will be able to put you onto an out here package.

It seems that from your rant, you are the only one making a rod for your back, but one thing I can agree on, is that orange has gone rubbish over the last few years.

epatolles

cant you send like 10 free txts a day on online txting services? is it really worth having another phone to get 5 txts a day... yes i know FOR LIFE! to be fair its probably costing you the same amount of money in electric to keep the phone charged up :-S

Can you not find a new contract to replace the other phone that gives HUNDREDS of txts a month that you'll never go over or unlimited like mine so you don't need the extra phone?

I know its pretty bad they messed you around but they are human beings and its pretty much pot luck if you get through to a nice helpful person or someone vindictive who probably wanted to annoy you as you were already wound up?

DemiDee

It's a good question, epatolles. The main reason I wanted to separate my number from the package was because then, in the near future, I could keep the number I've always had and get onto a more reasonable package, and sell the Out Here package, which is still attractive to those who text infrequently and would only use the five a day max. But it seems that there is no way of separating the two. I can understand (well, no I can't really) why someone might react to me when already wound up, but this was not the case when I spoke to the first guy at all - and this was effectively caused by this first response (or lack of). If there are really that many vindictive/useless/incompetent people working for Orange, then I'd rather vote with my feet and go elsewhere. Their loss, not mine.

DUTR

DemiDee wrote: »

It's a good question, epatolles. The main reason I wanted to separate my number from the package was because then, in the near future, I could keep the number I've always had and get onto a more reasonable package, and sell the Out Here package, which is still attractive to those who text infrequently and would only use the five a day max. But it seems that there is no way of separating the two. I can understand (well, no I can't really) why someone might react to me when already wound up, but this was not the case when I spoke to the first guy at all - and this was effectively caused by this first response (or lack of). If there are really that many vindictive/useless/incompetent people working for Orange, then I'd rather vote with my feet and go elsewhere. Their loss, not mine.

Demi, you may find within the next few years there will be little difference to seperate the mobile outfits, also some CS reps that you call from all companies, if they are not sure about something they will try all sorts to fob you off, rather than just be honest and say I don't know or I can't help you
Also, you may find the tariff has little value to anyone else, it is hard not to get free texts simply for topping up an account, my brother waited and waited to sell his mecury 121 sim with free evening calls , sadly there were not as desirable as he thought

epatolles

DemiDee wrote: »

If there are really that many vindictive/useless/incompetent people working for Orange, then I'd rather vote with my feet and go elsewhere. Their loss, not mine.

i think you'd find theres people like there everywhere. its just human nature. surely in your life you see people who are vindictive/useless/incompetent ? these people are allowed to get jobs. they work in your bank, they work for your phone network, they work for the government.

if you don't know of people like that maybe you've already voted with your feet and your living on an island only inhabited by yourself?:rotfl:

baxgttdi

As above really, I've read through this post in its entirity and don't really understand. For the hassle you're going through to maintain the "5 free texts a day...for LIFE!" wouldn't it be much easier to just get a PAYG sim with free texts on it for when you use it, I'm sure you're overestimating the value of said sim card/deal. I mean if you look at say an Orange payg simcard (dolphin) that would get you 300 txts a month for £10 as well as your call credit in theory saving you 300 x 10p x12 (months) = £360 a year, syrely that's as good if not better?

mchale

DemiDee wrote: »

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.

Yes, but it does state in the T&C's its not transferable, which is what you wanted to do, so it's not really all Orange's fault

DemiDee

mchale wrote: »

Yes, but it does state in the T&C's its not transferable, which is what you wanted to do, so it's not really all Orange's fault

Or, looking at it another way - what a shame that they don't know their own terms and conditions. And 'not transferable' is open to interpretation (ie. not transferable to someone else who hasn't purchased it - as I would have interpreted it - or not transferable to another phone owned and operated by the same purchaser).