Orange are so not good at customer service

john_bond

I need some advice.

I been a loyal customer to orange for 4 or 5 years with no problems. I upgraded my phone to the Sony Ericcson X10 xperia and after a while started having faults with the phone and they replaced the handset 2/3 times. Then when i placed a call with the same fault the advisor was rude to me on the phone and practically said i was lying.. Hew told me i had to accept the Nokia X6 and it would have a memory card slot and have similar specifications to the Xpeira X10. This is not the case and now lost my contacts as had to back up to the memory card.

Called 2 days ago to make a complaint about the false information given and as the way the advisor spoke to me it seems that I had to accept this phone.

Spoke to an another advisor 2 days ago and they said that the CSR should have either gone through the specifications or let me go and research it before making a decision first and that did not happen.

I made a complaint yesterday to orange and was told I get a call back within 4 hrs. I spoke to the CSR who i made the complaint against and told me not to call orange over this again.

Had no call back so today called again and repeated everything... and was promised I would get a call back in 3 hrs and did not recieve one.

So called back this evening repeated it all again and got cut off and no-one called me back. Called again same thing happened and then called again and was told that because I accepted the phone there was nothing they can do.

What would you have done if you never been through a replacement handset process and when the advisor was rude and the way he spoke to you was saying that you had to accept it what would you do and even though they gave you false information it still the customers fault.

Is there any advice someone can give me on this.

John Bond (Was a loyal orange customer until now)

McCuddly

He is correct regarding the 3 times rule, You either take the same handset again or they offer you a choice of usually 3, but in this case just 1.

Also, You are told several times during the call you need to backup your contacts. The exact words are "Before UKMail come and do the swop out you need to back up your contacts to the sim or other device as you WILL loose them" I've been through several swop outs and have a friend in orange.

As for being rude, Theres no excuse for that, But most CSRs mimic the customer,

john_bond

McCuddly wrote: »

He is correct regarding the 3 times rule, You either take the same handset again or they offer you a choice of usually 3, but in this case just 1.

Also, You are told several times during the call you need to backup your contacts. The exact words are "Before UKMail come and do the swop out you need to back up your contacts to the sim or other device as you WILL loose them" I've been through several swop outs and have a friend in orange.

As for being rude, Theres no excuse for that, But most CSRs mimic the customer,

well they only gave me one option and he did not explain to me that I had the option of turning down the replacement or to get another X10.

He started getting rude when I siad that I had the same fault with my phone and he said it was due to the signal but found out from sony prior that the fault i had was a handset fault.

He didnt even tell me to back-up my contact but i do that anyway and not all my contacts would back up to the sim card so put them onto my memory card and he told me that there was a memory card slot in the phone and it was not.

I was told by another CSR after I had the phone that they should tell us the specification n features of the phone or tell us to go away and look at it online before accepting and this he didnt. He just wanted me to get off the phone.

So when I made a complaint about it all they said there is nothing they can do but i started to look at legal advice and was told that because I was not given the correct advice or information... then they should have done something but he wrote on my notes thatI actually liked the phone and I did not say that!!!!

Wintermute

While it's true that you'll get better service if you're friendly and polite to a CSR, there's no excuse for not calling back, rudeness and telling a paying customer not to call back about an issue regardless of whether or not they think the customer is in the wrong.

About the handset, did you ask for an alternative handset or were you wanting another Xperia X10? If you wanted another X10 that's what you should have got, but if you asked for an alternative handset and accepted the X6 then I'm afraid you are going to be in for a bit of a fight.

The advisor you spoke to who said you should have been able to do some research is correct, you shouldn't feel forced into making a decision that you're not 100% comfortable with, I've told customers plenty of times to go do some research, give it some thought then come back if they weren't 100% about something.

What is the ideal outcome for you? A working X10, a similar handset or something else? My advice would be to work out exactly what you want, phone up, be polite, friendly, but ask to speak to a manager or team leader, the CSR will most likely try to assist you first, let them, if you demand things you wont get very far. If you have no luck with the CSR or the manager (don't accept a call back, stay on the line) then a lot of posters on here have had luck contacting the CEO/executive office.

McCuddly wrote: »

The exact words are "Before UKMail come and do the swop out you need to back up your contacts to the sim or other device as you WILL loose them" I've been through several swop outs and have a friend in orange.

If they have to stick to scripts no wonder their customer service is so bad!

john_bond

Wintermute wrote: »

While it's true that you'll get better service if you're friendly and polite to a CSR, there's no excuse for not calling back, rudeness and telling a paying customer not to call back about an issue regardless of whether or not they think the customer is in the wrong.

About the handset, did you ask for an alternative handset or were you wanting another Xperia X10? If you wanted another X10 that's what you should have got, but if you asked for an alternative handset and accepted the X6 then I'm afraid you are going to be in for a bit of a fight.

The advisor you spoke to who said you should have been able to do some research is correct, you shouldn't feel forced into making a decision that you're not 100% comfortable with, I've told customers plenty of times to go do some research, give it some thought then come back if they weren't 100% about something.

What is the ideal outcome for you? A working X10, a similar handset or something else? My advice would be to work out exactly what you want, phone up, be polite, friendly, but ask to speak to a manager or team leader, the CSR will most likely try to assist you first, let them, if you demand things you wont get very far. If you have no luck with the CSR or the manager (don't accept a call back, stay on the line) then a lot of posters on here have had luck contacting the CEO/executive office.If they have to stick to scripts no wonder their customer service is so bad!

hi wintermute,

on what you have said when I was put to through to 3 managers this evening and when they just kept repeat everything I said and that there is nothing they could do and i could not revert to the back to the X10 i got a little bit angry but i said I know this is not your fault personally.

If I knew I had cetain options I would of liked another android phone. But I was told that the nokia X6 was one of those. As i never been through the DMR process I did not know my rights myself and after explaining about the false information that CSR gave me about the phone itself and also about the memory card I thought it be ok.

When I reported the fault he was rude and said that I would recieve a nokia X6 to my home address and that was it. I did want a different handset as every X10 I had the sae proble happened within a week of me getting them.

I did ask to speak to managers tonight and twice my call was dropped by them.. They said they didnt do it but noone called me back. So I recorded the calls on my partners mobile from the 2nd call and they just kept rrepeat the same thing and that there is nothing they can do as I accepted the handset and that on the call I gpt frustrated with last week when he was rude the CSR wrote in my notes I liked the phone and I did not and I got witness' to back that up.

My only outcome is that I want a similar phone to the X10 on an android system!! that is all. On the X6 I cant even access my works email through the internet like I did on the X10 as it does not let me get certain letters annd the phone is sooo much slower.

I am more angry at the fact at the way my complaint been handled and to me orange is not dealing with it correctly so I am seriously thinking of getting legal advice and going to the trading standards and even the ombudsman over this.

Sorry for the ranting!!

John

Wintermute

Then orange customer services are worse than I though. Did the managers not offer any sort of resoloution? Have you asked for the call to be listened to?

It does sound like they've done a horrible job handling your situation. I think the best thing would be to email a formal complaint to executive.office@orange.co.uk and see if you get any where.

john_bond

Wintermute wrote: »

Then orange customer services are worse than I though. Did the managers not offer any sort of resoloution? Have you asked for the call to be listened to?

It does sound like they've done a horrible job handling your situation. I think the best thing would be to email a formal complaint to [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL] and see if you get any where.

Hi winterMute,

nope all they said was that there is nothing they can do as I accepted the handset! The CSR who was rude spoke to me yesterday and apologised and then told me not to call orange again over this and then never recieved a call back.

I think I may call tomorrow and be asked ot be put through to the executive office as well.

the calls I made this evening I actually recorded as had my handset on loud speaker so have some evidence with what i was trying to say.

But to me the notes which were taken by them are not an accurate record and am not getting my hopes up over this

Orange_Company_Representative

Hi john_bond,

I confirm the replacement policy is correct if you report 3 faults with the same fault code you may be offered an alternative. Sometimes this can be up to 3 obviously in this case there was only one different model available.

If you are unhappy with the way the matter was dealt with I advise you request to escalate the matter. This starts with asking to speak to a supervisor. When asking to do so a call back may be arranged, at this point ask for the managers name and the extension number for the person you are speaking to. If you are unhappy with the response from the supervisor you are able to request the matter be escalated higher.

I hope this helps.

Steve, Orange Helpers

Twitter:@OrangeHelpers
Facebook: Orange UK

ruggedtoast

Blimey, even Vodafone give you a link to email them.

Why are Orange paying people to go on forums telling people who have complained of poor customer service on the phone, to phone again to complain about the poor customer service.

Rubbish.

john_bond

Orange_Company_Representative wrote: »

Hi
I confirm the replacement policy is correct if you report 3 faults with the same fault code you may be offered an alternative. Sometimes this can be up to 3 obviously in this case there was only one different model available.

If you are unhappy with the way the matter was dealt with I advise you request to escalate the matter. This starts with asking to speak to a supervisor. When asking to do so a call back may be arranged, at this point ask for the managers name and the extension number for the person you are speaking to. If you are unhappy with the response from the supervisor you are able to request the matter be escalated higher.

I hope this helps.

Steve, Orange Helpers

Twitter:@OrangeHelpers
Facebook: Orange UK

Hi Steve,

I did this process for over 3 hours last night and everytime I asked to speak to a manager after the supervisor I got cut off twice. IT seems to me that the staff on nights run off a script and only listen out for the problems with the phone and now what I am actually complaining about.

I actually called back to day and spoke to a CSR who was so helpful and have taken over my case and emailed the rude CSR in question to see if he admits his own fault. If not then they will listen to all the calls.

I am still gonig to email the exectuive email address over this matter asI have previously said that I am a loyal customer and never had any problems and I don't expect to be talked to like a child.

John

john_bond

ruggedtoast wrote: »

Blimey, even Vodafone give you a link to email them.

Why are Orange paying people to go on forums telling people who have complained of poor customer service on the phone, to phone again to complain about the poor customer service.

Rubbish.

Thanks for that comment and I totally agree. As just posted I called again today andto me it seemed like I actually spoke to someone in this o!!!!ry and they were alot more helpful and understanding.

She is gonig to follow my complaint all the way through. But I think I will still complain to the executive office as that is totally an unacceptable way to be treated and having 2 calls dropped by a supervisior when asking to speak to a manager.