Why should PAYG Orange customers pay to call customer services?

derrick

Turnip wrote:

Freephone numbers aren't free from mobiles though...

Yes but surely if you need to talk to CS you could wait till you could get to a landline,unless it was a matter of life and death! and usually if you need to talk to CS then you mainly have a problem and most probs seem to be about service or access and if you can`t get access from the mobile,then you can`t get CS on your mobile anyway. Just trying to help by finding freephone numbers and I thought everyone new that 0800 numbers are not free from mobiles except on some Orange contracts

almahadeus

I've said thanks for the 0800 numbers already, but what you say about access isn't right. There are instances where you don't have credit on your phone and want to top up but can't do it through the free automated service and can't speak to CS because you don't have credit (as what happened to me)- and there are also times when the service doesn't work (as happened to me a few months ago- for a period of 4 days my phone didn't work- and it wasn't my fault, after 4 days orange sorted it out at their end)- I had to pay to call them from another phone on their 07973 number to sort out a mistake which was their fault- and at the time it was 25p/min.

chiny

Just tried two of those 0800 numbers:
First: Waited ages, then the CS adviser said "Retailers only, go away"
Second: Auto answer saying "Go away".

Tried 450 and pressing no key eventually gave me a "Go away".

Could get any way of topping up my PAYG that worked.

Back to the Orange shop next weekend to hassle them. Nil points to Orange.

--
Chiny

almahadeus

chiny wrote:

Just tried two of those 0800 numbers:
First: Waited ages, then the CS adviser said "Retailers only, go away"
Second: Auto answer saying "Go away".

Tried 450 and pressing no key eventually gave me a "Go away".

Could get any way of topping up my PAYG that worked.

Back to the Orange shop next weekend to hassle them. Nil points to Orange.

--
Chiny

Wow, somebody who shares my pain.....I know how frustrating it is- I've written above about all the hassle I've had with them....By the way, although Orange say it costs 25p per call to speak to them via 450, they forget to mention it costs 25p/min if you call their 07973 450 100 number from a landline- costed me more then £2 to call them to top up with my debit card the other day!

andy88_2

Call me naive, but I read this in the small manual with the sim

Registering your credit or debit card
*have your address, password, four digit code and debit or credit card to hand
*call 450 free from your Orange phone
*select the 'registering your credit or debit card' option
*tell the Customer Services Representative that you'd like to register your credit or debit card for future top-ups

There are 5 other options to top up

apart from the possible difficulty of changing the registered card details, which they don't seem to have as an option and could look at, and will only happen every couple of years, there doesn't seem to be a problem

edit- the instructions for an unregistered c or d card also include
"call 450 free from your Orange phone and follow the simple steps"

student100

Mmm. You switched from contract to PAYG, presumably because it saves you money, yet you complain about the cost of calls and customer service?


There would have been a couple of free solutions to your problem: either, don't let your credit run right down to £0.00 in the first place; or top up with an airtime voucher/e-topup, or top up online.

And if you're that bothered about Orange then switch networks.

almahadeus

student100 wrote:

Mmm. You switched from contract to PAYG, presumably because it saves you money, yet you complain about the cost of calls and customer service?


There would have been a couple of free solutions to your problem: either, don't let your credit run right down to £0.00 in the first place; or top up with an airtime voucher/e-topup, or top up online.

And if you're that bothered about Orange then switch networks.

If none of you have had problems with Orange customer services (or lack of it) then I appreciate that you can't really comment. Why not try reading about the examples I gave of when I had problems THAT WERE NOT MY FAULT AND I HAD TO PAY TO GET ORANGE TO SOLVE THEM.

andy88_2

Why didn't you sort out the previous problem at the time instead of this retrospective whingeing? They would have offered you a goodwill credit at the time. That has no relevance now. I'm with student100 on this; remember to top-up on time and try and work out for yourself which is the easiest method instead of bleating to us. If not, go down the local Pound shop and buy some scissors

almahadeus

andy88 wrote:

Why didn't you sort out the previous problem at the time instead of this retrospective whingeing? They would have offered you a goodwill credit at the time. That has no relevance now. I'm with student100 on this; remember to top-up on time and try and work out for yourself which is the easiest method instead of bleating to us. If not, go down the local Pound shop and buy some scissors

None of your points are correct:

1. I did speak to the customer services woman for 10 minutes, complaining that I had to pay for this call and she DID NOT offer me any good will credit, and yes I was polite.

2. Even if I had tried to top up before my credit reached £0 I still would have had to PAY for the call to top up because I would have STILL needed to speak to customer services.

3. I'm not BLEATING to you- I'm making my point- that's the whole point of this website, and nobody's forcing you to read it (or reply for that matter).

4. Scissors? Would you like to explain what you mean by that?

andy88_2

1. top up the credit with a voucher as student 100 suggested
2. call customer services and ask to change your card details; point out that the menu did not have an option to change card details and ask them to refund the call charge
3. if these initiative and negotiating skills are beyond you, cut the card up and migrate to a network with free CS calls for payg