Orange customer service - how do you get any??

Big_W

Old_Gold wrote: »

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"][EMAIL="Tom.Alexander@orange.co.uk"]Tom.Alexander@orange.co.uk[/email][/EMAIL]

To be fair, no-one was actually rude to me, but the offshore operators were indeed useless for anything outside their scripts.
Their response would be either
1) Tell you that you were wrong or had been misinformed - got this three times with two different stories. Remember I was quoting from a letter sent on behalf of the Director of Operations Orange Customer Services). If challenged they'd go to (3) or (2).
2) Palm you off to another department - who'd then tell you you'd got the wrong department and try and send you to another - on the first call I was asked for a choice of two department to be passed to!
3) Put you on hold long enough for you to go away - or if you hung on long enough, go back to (2)

It should have been a simple job for retentions to do what Jonathon did - I never complained about being kicked off Line 2, I wasn't after an iPhone for £1 a month, I just wanted what was promised in the letter. But no help with anything except helping me to leave!

As to going to the Exec Office - yes they do get things moving and some credit to them. But that shouldn't be necessary - a properly-functioning call centre system should not fail to the extent that trivia like my problem should get that close to the top!!!

Jomo

I emailed the exec office and they turned me away saying i needed to go via customer services (like I haven't already done so a zillion times already).

Going round in circles...will try cust serv again but I have to get myself ready for it all...! They are all hard work...

Big_W

rogertyler wrote: »

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

Although I can understand that in business loyalty can mean nothing, in the pursuit of new high-paying customers, mobile phone companies to tend to forget the value of people who stick around for years on relatively poor-value contracts and don't ask for regular handset upgrades. We're low maintenance, therefore low cost!!

Skeksis

I think the answer to most of these companies customer service problems is to stop being bloody greedy and bring the pathetic cheap outsourced/offshore 'customer service' back to the UK and, here's a novelty, create some new jobs for the ailing British economy at the same time, and, here's another novelty, maybe end up with more satisfied customers.

I am currently locked in a 'fight to the finish' with TalkTalk over a botched 30 day trial broadband package cancellation, despite written notice being given and several wasted phone calls to their appalling South African call centre. I now send increasingly irate letters to their customer service director at London head office only, still without success, so I'm afraid the next letter will be sent to Dunstone himself. Charles, you have been warned!

Jomo

Skeksis wrote: »

I think the answer to most of these companies customer service problems is to stop being bloody greedy and bring the pathetic cheap outsourced/offshore 'customer service' back to the UK and, here's a novelty, create some new jobs for the ailing British economy at the same time, and, here's another novelty, maybe end up with more satisfied customers.

I am currently locked in a 'fight to the finish' with TalkTalk over a botched 30 day trial broadband package cancellation, despite written notice being given and several wasted phone calls to their appalling South African call centre. I now send increasingly irate letters to their customer service director at London head office only, still without success, so I'm afraid the next letter will be sent to Dunstone himself. Charles, you have been warned!

Hit the nail on the head there!!

Big_W

Hello again Jomo

Jomo wrote: »

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!

I know exactly what you mean about psyching yourself up to talk to them. I'm usually a fairly calm person, but you could see this week me all red-faced, teeth gritted desperately trying to be polite...

Jomo wrote: »

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

That was something I found odd. They didn't ask why I was leaving, showed no interest when I told them anyway, and didn't try to sign me up to anything else. Guess I was considered by Retentions not worth ANY effort to retain.

Jomo wrote: »

I emailed the exec office and they turned me away saying i needed to go via customer services (like I haven't already done so a zillion times already).

Going round in circles...will try cust serv again but I have to get myself ready for it all...! They are all hard work...

Sorry Jomo - that really is no fun at all. I myself had given up on any service from Orange (apart from help on leaving!) until I got the email.

Jomo

Big_W wrote: »

Hello again Jomo



I know exactly what you mean about psyching yourself up to talk to them. I'm usually a fairly calm person, but you could see this week me all red-faced, teeth gritted desperately trying to be polite...

Same here!!! I normally think along the lines of 'if I am nice and calm I might get somewhere', not so with Orange!!

That was something I found odd. They didn't ask why I was leaving, showed no interest when I told them anyway, and didn't try to sign me up to anything else. Guess I was considered by Retentions not worth ANY effort to retain.

I recently called Virgin Media to cancel one of my services with them and they did all they could to get me to keep it. Infact I am now paying less than what I would be paying had I not kept it!!

Sorry Jomo - that really is no fun at all. I myself had given up on any service from Orange (apart from help on leaving!) until I got the email.

I can't wait til the day I can leave....part of me doesn't want the stress of it all so I think I might just make do with the non service I'm getting...but other times it gets me mad and think why am I paying £25 a month for this!!!

What happened to 12 month contracts? Bring them back!!

Jomo

Jomo wrote: »

I can't wait til the day I can leave....part of me doesn't want the stress of it all so I think I might just make do with the non service I'm getting...but other times it gets me mad and think why am I paying £25 a month for this!!!

What happened to 12 month contracts? Bring them back!!

At last!! A break-through!!! :p:p:p:p

A nice chappie took me out of this contract which ultimately allowed me start a new one with a different handset (thank the lord!!! - not that I'm religious or anything )

It wasn't the ultimate solution I was hoping for but the only one that was offered to me...

At last!

I think half the problem is the tweeps you end up talking to...this guy I spoke to last night was really great...