Who has the best (or least worst) customer service?

MuddledOfMiddlesex

OK, I am coming up to renewal/end of contract with Vodafone after a generally hellish time. Everything about them drives me crazy, from their incredibly slow billing, to their impossible to contact customer service. I was with them a few years ago and to me at least, it feels like they have gone seriously downhill.

So, I am off. I was with Orange before this contract and they were OK. Some irritations now and then but not too dreadful. So I am considering them or basically any other network except Vodafone. My boyfriend has also had horrendous problems.



I wondered what the experience overall has been for other customers of all the networks? I just want:

• Transparent billing that is fairly easy to access online
• Response in a reasonable period of time in the event of problems

Er. That's it. I am thinking of possibly getting an iPhone this time, too.

Any thoughts?

Exhortation

It's all down to individual experience. Others speak highly of O2 but my personal opinion of them isn't that high. Many people trash Three but until recently I'd had no problem with them. Now, my opinion is that their frontline staff are equally as bad as all the rest.

Three's online billing could be better. They break everything down on the actual bill but during the course of a billing period you can't see how much data you've used unless you've exceeded your allowance.

ruggedtoast

I've found Orange to have decent customer service, staffed by UK based people who at least try and help you, but a pretty flaky network.

Vodafone have a much better network, but their customer service is proportionately much worse.

mobilejunkie

I agree about Orange; I had had a big argument with them a few months ago, but apart from that they seem very good. T-Mobile is absolute crap and don't give a toss (and usually Indian script readers); I haven't had too many problems with Vodafone for quite a while - but I always avoid their main cons of "upgrading" offers which turn out very different to what people agree to.

lozzaman

Shows how inconsistent things can be. I'd vote for T-Mobile here. My questions have been pretty straightforward but have always been answered quickly. I have just called them and the phone was answered in one ring once past the IVR - no queue at all. Friendly, chatty staff (Philippines this time I'd guess from the accent, Wales the time before)

Cheapest network I've been on and I'm far happier with them than I've been with Orange or Vodafone. o2 weren't bad at all either.

I would say their email responses although responded quickly, are a little bit laughable sometimes. Clearly copied and pasted - so unless you want a password reset or roaming enabled, I'd call.

daindian

yeh i would vote for t-mobile if i have had a problem it is swiftly solved mostly with a credit to my account or my new loyalty discount!

LeeSouthEast

I've been with every network in the last 10 years, and I've always stuck with 3. Before your eyes glaze over, let me explain why.

To begin with, having to contact customer services is a rare event anyway. They rarely stuff anything up, and everything "just works". The billing is superb, timely, and accessible online (a PDF of your full paper bill, that can also be searched in My3), as well as a general view of remaining minutes, texts, internet, etc. The tariffs are great, and when you do have to contact CS, India can resolve simple issues, you're never holding on (most I've waited in 7 years of being with them is about 5 minutes and that was when half the country was ringing because their SMSC had died!). Generally they answer on the first ring.

If your issue is complex, it isn't long before you get bumped to 2nd line, who have a lot of power. Still India, but they don't work off a flow-chart. When my local cell site failed and I could only get a very weak 3G signal at home, they gave me 3 MONTHS credit for the inconvenience, and fixed the issue within 6 days.

Good times in my view!!

LeeSouthEast

Exhortation wrote: »

Three's online billing could be better. They break everything down on the actual bill but during the course of a billing period you can't see how much data you've used unless you've exceeded your allowance.

You can now. My3 changed a few days ago (certainly for The One Plan anyway... others may vary).

JimArnold

Tried them all over the last few years so heres my personal opinion

Orange good cs poor network in my area and signal seems to die inside buildings

O2 OK CS decent network

T mobile terrible CS have changed their contract terms but denied customers chance to terminate but cheap, have v good offers on new phones good European bundles. Shop quite helpful after sales service

Vodabone - best network coverage but CS dreadful have also changed contract terms and made it difficult for customers to terminate- you need to record all dealings because their staff will deny saying it

Three CS OK if you get through to the right person Network poorest of them all dont even bother asking for help at the shops

As someone else noted individual experiences vary need to llook at weight of opinion - esp those who had a major problem

Exhortation

LeeSouthEast wrote: »

You can now. My3 changed a few days ago (certainly for The One Plan anyway... others may vary).

I hadn't had a bill so far this month and went onto the site to check first thing this morning. It still says the same for me, so perhaps it's a case of migrating people over to a new system. It isn't actually that much of a bother for me because I hardly use any data (42mb this past month).

Guys_Dad

Reception is the key. You need good reception where you most use it. There is no use having good CS if your reception is poor as they can't really do anything about it.

Also, you need to ask why you need CS. Obviously Handset problems - but I buy mine separately and go Sim-only. Apart from that, you need them when your contract runs out to get their offer for a new deal (assuming you are not Sim-only, but even then I got a better deal than the advertised ones from Voda.)

I have used Orange and Voda privately and have used O2, Voda and T-Mobile at various times for over 110 handsets at work. Currently on Voda. Now business CS is often better than private and I have to say that they were all good.

Equally, I have positive comments about Orange stretching back over 10 years and Voda just over 1 year on my personal handsets. I do have reception problems at home with Orange, but their CS has been good when I needed them. Both have excellent on-line billing systems too.

Lastly, you should look at the linked broadband deals for mobile customers. Orange and O2 give line reductions and, again, I found the Orange broadband guys - who are offshore based - very helpful and knowledgeable when their CD software would not let me connect to the livebox.

There are always some people who have negative views on each network and equally those who have positive views, all based upon their personal experience. It is just a matter of trusting your own instincts and, to repeat, getting good reception so that you don't have to ring CS in the first place!!!