Orange customer service - how do you get any??

rogertyler

Don't get me started with the non-existent Orange customer service issue. It took me three years of therapy to get over my experience with them lol.

I was with Orange for 7 years. I always paid my bills on time and never asked for an upgrade. I only ever called them when there was a network outage. After 7 years I thought - it's time for a new phone - so I called customer service and asked them what they could offer me.

At the time I was paying £30 a month for just 200 any net minutes, no sms and no browsing, so I thought they would offer me something pretty special - omg how wrong I was! The best I was offered as a free upgrade was a phone that, at the time, was only £49.99 on PAYG, anything better and I had to pay! Insulted by what they offered me I sent a complaint to Orange. I received a reply that basically implied if you don't like it, you know where the door is.

I was disgusted that, as a customer of 7 years, I had been treated this way. I'm with Voda now and I've never looked back! My advice is, if you want good customer service, steer clear of Orange!

BR

Roger

Jomo

rogertyler wrote: »

Don't get me started with the non-existent Orange customer service issue. It took me three years of therapy to get over my experience with them lol.

I was with Orange for 7 years. I always paid my bills on time and never asked for an upgrade. I only ever called them when there was a network outage. After 7 years I thought - it's time for a new phone - so I called customer service and asked them what they could offer me.

At the time I was paying £30 a month for just 200 any net minutes, no sms and no browsing, so I thought they would offer me something pretty special - omg how wrong I was! The best I was offered as a free upgrade was a phone that, at the time, was only £49.99 on PAYG, anything better and I had to pay! Insulted by what they offered me I sent a complaint to Orange. I received a reply that basically implied if you don't like it, you know where the door is.

I was disgusted that, as a customer of 7 years, I had been treated this way. I'm with Voda now and I've never looked back! My advice is, if you want good customer service, steer clear of Orange!

BR

Roger

They are a disgrace.

I have to call customer services in order to proceed with my complaint but haven't been able to do so yet (mentally and physically) as I know how draining it can be!!!

I really have to be in the right frame of mind...gain some strength lol!

Big_W

Cripes, looks like I touched a nerve here!! I'll try to get back and reply properly later, but right now my head hurts too much from banging it on the desk - 4 more calls this morning and the only thing useful I got was a PAC code.... I did speak to "Retentions", and issuing the PAC code was all they were interested in doing.

BigLee_24

rogertyler wrote: »

I was disgusted that, as a customer of 7 years, I had been treated this way. I'm with Voda now and I've never looked back! My advice is, if you want good customer service, steer clear of Orange!

Aren't Orange and Vodaphone 'in bed together' now anyway??

Ziggy_Stardust

OMG I had terrible trouble with Vodafone about 6 years ago and moved to Orange to get away from them, looks like me and my family will all be moving to O2, luckily 3 of us are on PAYG. I think it would be great if this website did a customer satisfaction survey of network suppliers and we could get an overall idea of how good the companies customer service is, this might also shame some of the poor performers to 'pull their socks up'.

Jomo

Big_W wrote: »

Cripes, looks like I touched a nerve here!! I'll try to get back and reply properly later, but right now my head hurts too much from banging it on the desk - 4 more calls this morning and the only thing useful I got was a PAC code.... I did speak to "Retentions", and issuing the PAC code was all they were interested in doing.

Strange....maybe they want to phase you out of that deal and sign you up to something more profitable for them? They are naughty...

Jomo

BigLee_24 wrote: »

Aren't Orange and Vodaphone 'in bed together' now anyway??

Orange and t-mobile are....vodafone are still safe

Big_W

Big_W wrote: »

Cripes, looks like I touched a nerve here!! I'll try to get back and reply properly later, but right now my head hurts too much from banging it on the desk - 4 more calls this morning and the only thing useful I got was a PAC code.... I did speak to "Retentions", and issuing the PAC code was all they were interested in doing.

OK, proper update on how I got on on Friday.

Early in the morning I emailed this board's "Orange Company Representative", but having the Orange-imposed deadline to call up or lose my number/email, I couldn't wait for a response, so made 4 further calls.

Call 1 - One last try to get a non-offshore operator. As soon as I heard the "off-shore" accent I hung up - remember I've already tried this four times and am now completely out of patience.
Call 2 - A 10 minute wait to speak retentions, getting the message "all our lines are very busy due to the popularity of the iPhone 4". This was the only time I got to speak to a UK staff member (despite asking to twice on other calls), and the only time I got anything useful done by telephone. I asked for a PAC code and was talked through the process. I did say that I didn't really want to leave, but couldn't get what I'd been promised in the letter. The guy was polite, but clearly uninterested in anything apart from issuing the PAC code.
Call 3 - Getting a PAC code doesn't mean you've committed to leave yet. I thought I'd give it one last go with offshore and stay on the line as long as it took. Nope, that didn't work out - this time I was greeted by "Our systems are down - try again in 20 minutes"
Call 4 - Was told that my Line 2 wasn't going to be cancelled at all!! On asking why I'd got a letter clearly stating it was, he said he was putting me through to Retentions. Stuck that queue for another two minutes before giving up - after all I'd already been there.

On checking my emails in the evening, I found an email from Jonathon ("Orange Company Representative"). He's actioned my original request and given me detail of what should happen next.
Hurrah!! Thanks Jonathon!

But it really really shouldn't be this difficult...

Ziggy_Stardust

Big_W wrote: »

On checking my emails in the evening, I found an email from Jonathon ("Orange Company Representative"). He's actioned my original request and given me detail of what should happen next.
Hurrah!! Thanks Jonathon!

But it really really shouldn't be this difficult...

Agree Jonathan is a star, pity the rest of the company isn't up to his standard though.

Big_W

Guys_Dad wrote: »

You missed my point. Once you get through to the disconnection team, just talk to them about your problem - no need to threaten to leave. They are just more switched on CS guys who will be better placed to help.

Although not quite the way round you meant (I saw this post after speaking to Retentions) I DID talk about my problem after I'd got a PAC code. Zero interest - they didn't even ask me why I wanted to leave.

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".

Took me about 10 minutes to get through on the same line, doing this during working hours (not an option for many people). The difference on Friday was very noticable between general customer service lines (no queue, no iPhone message, but useless operators) and Retentions (queue, message and UK operator). Presumably because Retentions is now effectively a sales line to sell upgrades to customers who have threatened to leave?

Ziggy_Stardust wrote: »

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

This is the same guy I mention in my previous post. Looks like he will sort it. Just pity everyone who doesn't know about this MSE board!