Orange customer diservice

keefj

If you are thinking of getting a phone from Orange be warned their customer service is dire. I've rung three times in the last couple of days chasing £35 pounds they've taken off my PAYG phone. They won't refund because they can't see where it went (their system apparently take a day or two to update the info on calls?!).

This is the third time this has happened in the three months since I've had the phone. I've been promised a call back on several occassions but this never happens. The call centre is in India and the staff seem poorly trained using a slow and out of date system so it's not their fault, but it's very frustrating.

I'm unlocking the phone and moving to some less rubbish...

sporedude

Taking 24 hours to update calls on a customer management system sounds pretty standard to me

keefj

sporedude wrote: »

Taking 24 hours to update calls on a customer management system sounds pretty standard to me

Hey? whose side are you on? I thought this was a consumer forum. It's well over 24 hours now and they're still not able to tell me where my credit went. If that's the standard then it's not good enough. Orange's "standard" also include ignoring emails and not calling back when promised.

Jon_01

No one on here is on anyone's side (apart from the networks reps, of course).

You asked a question, that's the answer. All networks billing systems take a while to update their info. You might not like it, but that's the way it is, there no point having a go at the messenger. . .

stclair

Every time I call orange there in the UK.

Plus it does take 2-3 days for the call information to update. Its not that the advisor is being unhelpful they just can access the information you require.

Ive been with orange for years and ive never had a days trouble with them they get a big thumbs up from me.

keefj

I'm not having a go at the messenger, I'm having a go at Orange. My post wasn't a question it was intended as report on poor customer service, hoping to save others the hassle I've had with them over the last three months. So I was naturally a bit peeved by the dismissive reply above.

Jon_01

I can understand how you feel, if they kept losing my £35 I'd be upset with them too.

But the agents can't speed up the system, it updates in it's own good time and there's nothing they can do about it. Obviously they can't refund you until they can see what's happened. People call in for all kinds of reasons, some are pure fiction (not for one moment saying yours is), but they have to prove the error before they can resolve it for you. Give them time and I'm sure they'll sort it for you. . .

stclair

keefj wrote: »

I'm not having a go at the messenger, I'm having a go at Orange. My post wasn't a question it was intended as report on poor customer service, hoping to save others the hassle I've had with them over the last three months. So I was naturally a bit peeved by the dismissive reply above.

Im sure youll get ovet it, why have they taken £35.00 from your credit?

boliston

sporedude wrote: »

Taking 24 hours to update calls on a customer management system sounds pretty standard to me

Really? If I make a call or a text is shows on my online itemised billing within about 10 seconds of ending the call.

keefj

That's what's so frustrating stclair, they can't tell me and I've been left with zero credit on my phone for the last two days and loathe to add any more unless they take that too. I suspect they are charging for 3G usage, which they have done twice in the past, despite the fact that I bought an iphone from them with a years free 3G.

Both times previously they have refunded the credit eventually but I'm fed up with having to ring them every month to sort this out. Sorry to rant but that's why I'm leaving Orange. But guess what it will cost me £20 to unlock the phone and I don't have any credit!

boliston wrote: »

Really? If I make a call or a text is shows on my online itemised billing within about 10 seconds of ending the call.

Thanks Boliston, so sporedude and Jon 01 might be wrong as well as a bit patronising.

Jon_01

Well I only used to work in CS at Orange, and if I appeared patronising I didn't intend to...

While the amount that you spend will appear straight away, the transaction info won't show for a time, the system has to filter the data and feed it into the logging section of your acc file. The speed it updates depends on what it is and where it's coming from. Hence why they can't give a set time for when it'll be there. . .