is orange CS going dowh hill?

mr_accountant

Yesterday it was time to pay my bill, so rang 150 etc etc
And was kept waiting TO PAY MY BILL for 10mins, eventually gave up and used the automatic system which is what Ill do in the future. it was only 7pm too.

This is now happened on a number of occasions at a number of different times recently and im wondering do they prioritise on high spend customers now (my bill only c£18/m).

If this is the case this is a shame with orange, as in the past they have offered excellent service.

kaaloo

Without a doubt.

I called 150 about unsolicited text messages that I had recieved and had been charged £20 for.

The lady I spoke to was the rudest person ever.

The way she spoke to me was disgusting. Told me it was my fault for activating the service etc even though I wouldnt even know how to. When I asked her what date I activated it she replied by saying she wasnt prepared to go through my account to check!!

She also kept referring to me as a small business and when I told her I wasnt she tried some blackmailing.

"OK - I will take off the free insurance we have been giving you then".

Orange can stick their insurance up their backsides.

I can see me moving to a network that talks to its paying customers with some respect.

mr_accountant

so it looks like not only have orange been matching t-mobile on tarifs, also on customer services too (allegidly of course

pin

Since FT took over Orange has gone down hill, or as FT would claim, they have "simplified" it (and I would like to add to the lowest common denominator).

However Orange still is probably the best of a bad bunch.

matrix999

Hi Folks,

I have to defend Orange as i have never had any problems with their customer service or their network. If i have called customer service the advisors i have spoke to have always remained professional and polite. The network has never let me down and call quality is excellent. Certainly better than the 3 network which i used to have who's customer service is in India

I do hope the above cases are isolated incidents and i'm sure that if you were to write or contact their correspondence department they would give you the reason why your waiting so long to get answered and an apology.

Paul_Varjak

I don't think the quality of ORANGE Customer Service is any worse except that it does take an inordinately long time these days to answer calls.

I am also with VODAFONE - they answer calls quickly but their staff seem unable to deal with even the simplest of queries.

Although I risk being marked as racist (or at least prejudiced like Boris Johnson), I am becoming convinced that the brains of those people from Liverpool (or at least those Liverpudlians working for VODAFONE), work differently to those from other parts of the country! Still, it does seem to produce fine musicians - certainly better than tone-deaf me!

rwgibson99

.....Although I risk being marked as racist (or at least prejudiced like Boris Johnson), I am becoming convinced that the brains of those people from Liverpool (or at least those Liverpudlians working for VODAFONE), work differently to those from other parts of the country!...

I think that post might have stood a chance if you'd given an example.

pin

While some call centre staff (generally, not just related to Orange or Vodafone) are c*ap, regardless of where they come from, I don't think it is fair to blame call centre staff.

They have c*appy jobs, with c*appy hours (the ones who have to work the graveyard shift anyway), with c*appy targets, and most importantly are given c*appy training.

I think it all comes down to training. If the training is good, I think the call staff will be good, or at the least professional.

Woby_Tide

Having spent the day flitting between the customer service of Orange and O2, it's Orange by a country mile

Paul_Varjak

I think that post might have stood a chance if you'd given an example.

O.K. Since I took up service with VODAFONE a few weeks ago I have requested a copy of call charges to the various UK codes from 01 to 09. I have now received nine leaflets detailing the various tariffs and three of their monthly brochures. None of these provide the information I am requesting.

I also requested details of charges to overseas destinations calling from the UK. They sent me details of charges calling to the Uk from overseas destinations on four occasions!

Each of the booklets I received was accompanied by a letter giving an out-of-date address for Vodafone, and three out-of date phone numbers (including an out-of-date phone number for customer services).

When I registered for phone service I was told calls on my tariff would be 12p/min to UK landlines/vodafones and 35p/min to other networks. The letter confirming contract said calls are 15p and 40p respectively. On this occasion call centre staff were right - the contract was wrong!

When I wrote asking them to confirm that contract details were wrong they disconnected my phone service by mistake!

Is that sufficient?

pin

Are you sure the call centre was based in Liverpool?