Orange = bitter taste

hybrid

fatpigeon wrote:

Having worked in a call centre (Red Letter Days) myself I know how hard it can be talking to angry customers all day long, but honestly, what does Orange think it's achieving? Mass migration of customers, perceived and actual quality of service deteriorating, damaging the brand.

I'm not trying to defend Orange when I say this;

For every customer that has a complaint or problem with broadband, there are hundreds that are okay. I personally have never had a problem. It's the same with any internet company. It's obviously not affecting them that much, because they would put mass plans into effect to counteract anything like this. it makes poor business sense to keep doing the same while customers flock away. Having worked for Orange BB technical support, I know the amount of people who sign up everyday FAR FAR FAR outweigh the number who migrate or cancel.

We are seriously lagging behind the European market here, and the problems are arising because we're trying to force an evolution in broadband, rather than allowing it to take a natural progession as it has in France.

If you have any problems that are slow to progress, I would suggest writing to customer services, as they can offer you callbacks where somebody can take ownership of your case and keep you updated on the progress.

Hope that helps

fatpigeon_2

hybrid wrote:

If you have any problems that are slow to progress, I would suggest writing to customer services, as they can offer you callbacks where somebody can take ownership of your case and keep you updated on the progress.

Hope that helps

I wrote to Orange CS a week ago so I'll wait and see if I get a response.

fatpigeon_2

UPDATE:
I received a letter from Orange yesterday. This is exactly what they wrote (including lower case greeting).

hello ****,

Thanks for your recent letter.

After investigation into this matter we can confirm that calls to our technical support and customer support helplines are made at the caller's discretion. Callers are made aware of the cost of calling premium rate numbers.

All our representatives are fully trained and are monitored on a regular basis to ensure that all information that is given is true and accurate. We can assure you that our technicians give advice in accordance with certain diagnostic procedures and are fully trained with regard to all of our Internet packages.

Although you're a valued Orange customer, we're unable to accept responsibility for these call charges.

Yours Sincerely



*** ***
Customer Care

So the questions I'm left with are:

a) What other method of contact could I have used to fix my faulty broadband service OTHER than calling the premium rate number? Does Orange provide advice via letter or carrier pigeon?
b) The times I was hung up on by support staff - why should I pay for the times they terminated my phone calls?
c) The times my account footprint wasn't updated - do fully trained and monitored staff really fail on such basic points?

hybrid

fatpigeon wrote:

UPDATE:
So the questions I'm left with are:

a) What other method of contact could I have used to fix my faulty broadband service OTHER than calling the premium rate number? Does Orange provide advice via letter or carrier pigeon?
b) The times I was hung up on by support staff - why should I pay for the times they terminated my phone calls?
c) The times my account footprint wasn't updated - do fully trained and monitored staff really fail on such basic points?

Obviously, they expect you to use your email to contact them. Unfortunately, short sighted employees can't understand that when internet doesn't work, neither does your email.

I would reply to the letter and ask for a technical callback in the letter itself. Also, challenge the call charges again. Keep challenging, you may get free months out of them, especially if you give the very valid reason that your email doesn't work, hence you cannot find any other ways of contacting them.