Orange customer service - how do you get any??

Jon_01

blackqueen wrote: »

Hey guys, not the same issue and I can't help at all, but I'm having trouble getting through Orange's phone system without having to wait for AGES! I want a PAC code so I can leave but I keep getting the message "all our lines are very busy due to the popularity of the iPhone 4". Great! I don't even want an iPhone but have tried about a dozen times to get through on the phone and failed miserably so far from having to wait for ages and ages and ages. If they're that busy, put more staff on! Or at least try to keep a few lines free for us poor unfortunate customers who have other problems and issues other than trying to get an iPhone 4!!! Sorry, Big W and Jomo - this doesn't help but just a bit of solidarity really...

Picking the option for 'I'm thinking of leaving Orange' should get you away from all the sales lines and the sheep wanting an iPhone.

Ziggy_Stardust

Rob I feel your pain, had the same problems contacting Orange and getting some sense, I contacted this guy http://forums.moneysavingexpert.com/showpost.php?p=26736635&postcount=2 . He called me and was very helpful and told me he had sorted my billing problem, can't confirm if its been sorted yet as I've not had the next bill but I do have more confidence in him than the other 'clowns'.

blackqueen

Thanx Jon 01, that's what I've been trying and I'm still getting stuck in phone queues! Aren't these automated phone systems a nightmare? Whatever happened to nice people to talk to who are based in the UK AND understand what you say?!!! Answers on a postcard to Exasperated of Exeter, lol! x

Jon_01

blackqueen wrote: »

Thanx Jon 01, that's what I've been trying and I'm still getting stuck in phone queues! Aren't these automated phone systems a nightmare? Whatever happened to nice people to talk to who are based in the UK AND understand what you say?!!! Answers on a postcard to Exasperated of Exeter, lol! x

Hum. Ok, try the option for 'I can't send MMS's or use the internet'.

That'll get you to date support (who I can't help you I admit) but they should be able to transfer you to righ dept on the internal system (they used to be able to call NMP and get your pac but I understand they can't any more, but its worth a try !)...

blackqueen

Thanx Jon 01 - I'll give it a go. I'm determined! Rubbish Orange!!!

Old_Gold

I feel that the onlly route is to write to the CEO about your issue. He will hand it to his executive office. This is often the only time they get a chance to get real feedback about how their operation works. It does not need to be nasty so a nice letter will give the exec office a chance to sort this out.
I am afraid these days customer service are usually useless and often rude if it something outside of the piece of paper they are quoting. As for retentions they are only helpful if it is in their own interest. Feedback needs to be given by the customer so that the top guys at Orange know the true picture and not always the Kings clothes they are fed. Give them a chance first.
CEO [EMAIL="Tom.Alexander@orange.co.uk"]Tom.Alexander@orange.co.uk[/EMAIL]

Jomo

blackqueen wrote: »

Thanx Jon 01, that's what I've been trying and I'm still getting stuck in phone queues! Aren't these automated phone systems a nightmare? Whatever happened to nice people to talk to who are based in the UK AND understand what you say?!!! Answers on a postcard to Exasperated of Exeter, lol! x

I know what you mean. I was on the phone to Orange at 9.30pm the other week and still there was a long queue....and that was before the iphone problem lol!

It just shows that Orange have some very unhappy customers at the moment...me being one of them :rotfl:

They say it is best to ring very early...or late...not sure there is a good time anymore though.

Exhortation

Old_Gold wrote: »

office a chance to sort this out.
I am afraid these days customer service are usually useless and often rude if it something outside of the piece of paper they are quoting.

That's always assuming that the person can read in the first place. O2's Gold Insurance explicitly states that equipment covered by it will be repaired or replaced even if it is outside of its warranty period. Try getting one of O2's monkeys to honour that, though.

Ziggy_Stardust

Exhortation wrote: »

That's always assuming that the person can read in the first place. O2's Gold Insurance explicitly states that equipment covered by it will be repaired or replaced even if it is outside of its warranty period. Try getting one of O2's monkeys to honour that, though.

Hmm I was toying with moving to O2 but it seems they might be just as bad

Jomo

Ziggy_Stardust wrote: »

Hmm I was toying with moving to O2 but it seems they might be just as bad

O2 at least provide a service....that can't be as bad