Orange Customer Services - Could it be worse?

j0nathon2

For months now Orange have claimed to have a "Tehnnical" problem answering emails - clearly it cannot be technical after all this time. I sent a complaint by letter and never got a single response to that either. I refuse to phone them because they are rude, incompetent liars and it's the call centre staff I am complaining about after I was caused a great deal of distress by them earlier in the year.

However, what bothers me now is this:

"Whoops, due to issues beyond our control we are currently unable to handle your email query. If you need to contact us by calling us on 07973100150 from a landline (landline calls are charged at local rates if you're a BT customer, but if you're with another provider it may cost more so do check). You can also contact us whilst you're abroad on 07973100150, where calls are charged at international rates.

In the meantime, you can always check or manage your account online at orange.co.uk/your account

Our technical teams are working hard to restore the service to you"

Since when did calling mobile numbers from a landline charge local rate?

Also they cannot even get the link to their own website correct, it's orange.co.uk/youraccount .

This company really cannot surprise me anymore.

mobilejunkie

I've had zero response to a formal letter of complaint I sent last week. I didn't know the emails hadn't worked for that length of time, but this is now sadly an appalling company so it doesn't surprise me. Like you, I got absolutely sick of hitting brick walls with their telephone people and their main efforts seem to go into sending you off to India where they expect you to get lost amind all the other annoyed customers facing problems created by them in the first place. After taking the time and trouble to write two emails (one via their website form and another externally) it made matters even worse when I got that response back too. I sympathise!

robpw2

yes they could be as bad as t-mobile customer service and they could merge and create a new company called everything everywhere ... that would be a night mare

Jon_01

robpw2 wrote: »

yes they could be as bad as t-mobile customer service and they could merge and create a new company called everything everywhere ... that would be a night mare

After the merger Orange 'let go' a stack of staff and moved to the T mobile model of outsourcing everything... (this despite the fact that the staff were told that no one would be lost before the merger, in a move to keep everyone quite...).

Guys_Dad

The only advice I can offer is to keep trying between 9.00 and 5.00 and you might get lucky and get a UK based CS. I have an Orange phone as well as my Voda one and I can honestly say that their UK CS are pretty good, helpful and realistic. Not disagreeing or doubting your experiences.

Certainly retentions are UK based (in my experience).

Don't forget that you can also go into the Orange shop and some of their technical staff there are on the ball.

simax

Jon_01 wrote: »

After the merger Orange 'let go' a stack of staff and moved to the T mobile model of outsourcing everything... (this despite the fact that the staff were told that no one would be lost before the merger, in a move to keep everyone quite...).

That's contradictory. In Plymouth they are certainly hiring quite a few new staff as we speak....

T_T_2

simax wrote: »

That's contradictory. In Plymouth they are certainly hiring quite a few new staff as we speak....

It's not contradictory in the slightest. Jon is referring to the NET reduction in the numbers of Orange staff. There will always be a need to hire new people even when you are laying off lots of people. Different roles require different sets of skills so it is possible to let people go at the same time as advertising vacancies.

robbies_gal

i dont think their cs number is classed as amobile number i could be wrong

j0nathon2

Guys_Dad wrote: »

The only advice I can offer is to keep trying between 9.00 and 5.00 and you might get lucky and get a UK based CS.

I find the website live help has always resulted in UK staff (based on their names and quality of English) and I have had good luck with them. Unfortunately they cannot accept complaints and seem only able to give you £5 in goodwill, not refund anything.

I have heard their Newcastle staff are good though.

Unfortunately, whenever I have tried staff in the Orange shops they have said you must phone.

adamc260

I could never get through by email and my written formal complaint also never got 'received'. One of the worst companies I've ever dealt with in fact!

I finally got through to a guy in Newcastle after weeks of trying and he was so helpful, his name is Tony. Amazing guy, did more for me in 20 minutes than every other person in the company did in 3 months!

MrSilk

Peronsally I've never had any issues with Orange customer services, Three on the other hand I found myself repeating myself over and over again and being passed from one person to another and having to explain everything again.

First time I called Orange was for a replacement handset, which they sent out within 24 hours, the most recent call was to change my plan, and spoke to a lovely american girl who actually understood what I wanted to do.