Orange mobile....

Luis-FlightManWithAPlan

Ok my first real rant here!

I understand Orange have in recent years gone a bit wavy on customer service but I didnt feel the effects first hand untill the last few weeks....

I joined in November to get cheap calls to the u.s.a as they offer a rate of 7p per minute...bargain I thought! which it is.

Anyway,last week the reception went to "limited service" where it stayed there for 3 days......then again at the end of the week for a day.....and now this week for 2 days.....so in total out of nearly 14 days 6 I havn't been able to use my phone. I have actually had to go out and buy another phone just to be able to receive calls.

So I rang customer services to find out what was going on,I rang the number which is advertised on their website costing 14ppm from a Bt landline,I waited for 4 minutes,a polish lady answerd and asked me for literally everything to do with my phone even tho I was enquiring about the network problem many people have been having in our area.She told me to wait and asked me for nearly 10 minutes very strange and to be honest time consuming questions not relevent to my problem! Finally she passed me on to 'another department' where I waited for 10 more minutes only to find myself then cut off......the call costing me £2.50! Anyway later that day I made a call to to my friend which took 5 calls to finally finish the conversation due to poor service even tho im in apprently a good orange area....,each time I was connecting to a call it was charging me 30ppm so thats another £1.50

Now I know it could be classed as fuzzy,but I just feel that if I have just topped up with £10 and had nearly 1 week out of 2 unavailable to make calls/txts and having to pay for them disconnecting me both on my home phone/mobile surely as good customer service I would get some kind of credit back......at least you'd think....

Does anyone have a contact email for them? I can only find the little gap where you enter your details,which is no use as they take 2 weeks to reply with a generic email!

98jdougl

bad weather affects the orange signal and their masts- had this problem regularly where I was over the summer

Luis-FlightManWithAPlan

Just gave them a ring again to ask about their customer service.... after 20 minutes on a 14ppm line (as their freephone number goes dead) I got offered and amazing £1 of credit!!! which if you add up all the minutes its cost me to ring them (35 minutes) against the £1 of good will........then.....I am down about £3....Still its made clear what a terrible company they are,and how they dont deserve custom if this is the kind of service they offer.

Its a small compalint yes,there are more important things in the world yes,but thats no excuse for greed and rudeness!

KILL_BILL

orange sucks - period

there receiption particulary in london is crap

however with virgin i have never had a drop call with them - with orange i had to go upstairs to get a signal - downstairs i couldnt get or receive any calls

their call service in india never helps too

custardy

orange have call centres in india? never have when ive called.
is that on contract or PAYG?
as its a deciding factor for me. i find they very rarely understand the scots accent!

Kilty_2

custardy wrote: »

orange have call centres in india? never have when ive called.
is that on contract or PAYG?
as its a deciding factor for me. i find they very rarely understand the scots accent!

Last time I called Orange with a PAYG enquiry I was put through to an English call centre.

Jennikay

Kilty wrote: »

Last time I called Orange with a PAYG enquiry I was put through to an English call centre.

Lucky for some.

I've only talked to an English person once on Orange, and that was 2 years ago.
Last few times I ever spoke to them it's always been an Indian sounding woman.
(I was on PAYG for about 2 years.)

My OH though, everytime he needs a problem resolving, goes into the nearest Orange shop, asks them, and if they can't help, he asks to ring CS from the shop, and he always talks to someone British :rolleyes:


I'm on O2 now, much better (in my experience) and much more generous
(Through their mess-ups, I've gained about 800 O2 mins, and £13 in credit, and 200 xnet texts which is more than enough to last me a month or 2 )