Orange Customer Service Nightmare!

dewling

I just can't believe how bad Orange customer service is these days. I have had the worst experince in the last few days but I had exactly the same a year ago too from the same Orange call centre, North Tyneside!

They have completely messed up orders before and been very rude which I eventually got a £20 apology for, but today was amazing!

I actually called to upgrade my phone and ask why my monthly fee had gone up from £10 to £30 per month. I was told it was due to my contract expiring but was told it was likely I would get the previous discount back (having been with Orange for over 10 years!). I was also told I may get a deal on upgrading to a Blackberry and was put through to the 'Customer Service Specialist'. This person in the North Tyneside call centre was immediately agressive saying I could not get any discont or any upgrade offer, essentially he was saying he had nothing to say to me. I was pretty surpised by his tone and was then asked if I was now happy to 'terminate' my contract.

I was stunned that I was being invited to leave orange rather than stay, but when I asked to speak to a manager I was told they were all sick and one was too busy to talk. I asked if he could send them a message to call me and he said he was unable to send a message to a manager, this wnt on until I said I would take it up elsewhere and ended the call.

I've had a similar attitude from this call centre before who just seem to hate their jobs and hate orange customers, I guess its easier to terminate someone than discuss their options???

If anyone from Orange bothers to read this forum, why on earth would I now stay with you? And why do I have to write to you through the post to complain???? I also have all the names of people I spoke to, times and the comments I was given back, names of managers who were 'allegedly' sick etc if anyone is intersted!

proplusplus

that is very poor service.

While it's partly the company's fault, it has a lot to do with the individual. You have to deal with that guy in any company and he'll probably give you just as good service anywhere else.

Probably in part due to an unmotivated employee or was just upset when you got through to him.

Try again is all i'd recommend, and if possible (i know it's frustrating in view of the recent experience!) remain courteous to whoever you get through to next. Hopefully you'll get through to someone nice who'll be more than happy to help you.

From experience - if someone's nice, they instinctively get better service. You're nice, they're nice. Doesn't always work that way - and as a customer you should expect the best service at all times.

Hope you manage to get a cracking deal.

proplusplus

dewling

Thanks for the response and I completely agree with you, my main concern is that i've experineced very similar attitude from the same call centre wich is why I asked both times which call centre it was, seems to be an ethos or training issue there.

The good news for me was I went on to have a cracking chat with Sky to upgrade my sky package having just moved and spoke to the most delightful Customer services rep who did everything right and was really lovely and professional to speak to.

Gave me some confidence again in customer service and British based call centres as this one was in Scotland for sure, her name was Emma (She deserves the praise).

Orange, I doubt I will hear from but have seen some good offers from rivals today...Much better than the offer of termination or nothing from Orange. Thanks for the 10 years loyalty then! Surely its better business to retain custom than the cost per aquisition of new....

Orange_Company_Representative

Hi dewling

I was sorry to read of the service you experienced recently, and I would be interested to receive further details of the people you spoke to and the comments you received.

Please send an email to the address in my profile, including your contact details and username from this site, and I will give you a call to discuss. In order that your email is forwarded to me quickly, please add "Darren Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Darren
Orange Response Team