"Orange is committed to providing excellent customer service"..... my !!!!!! Blog Discu

bylromarha

Gonna have to disgagree too. Not about Orange, but about the fact that Orange haven't given good CS.

They asked you to wait for them between 1pm and 5pm. You weren't there. I'd say it's excellent that they turned up at 1.05, leaving you to not have to wait in for the other 3 hours, 55 minutes.

If the Orange helpline had been able to contact the driver, by the time the call had got through to turn round to try to redeliver the phone, the guy would have been even further away, thus making it even longer for him to turn round and get back to you. This is even worse for all the other customers waiting for their phones behind you, who are also waiting in for 4 hours and didn't have the pleasure of being first in the afternoon delivery queue. If everyone did this, the last people wouldn't get their goods within the 4 hour time slot.

But the delivery failure report part could be improved, or maybe that check is in place to ensure that repeat orders aren't made?

So I don't think that you have any reason to be mad at Orange, just at yourself for having to pay an extra £13 for tardyness (or london traffic). And there is never a need for rude language, especially when you are in the wrong!

However, saying all that, I think that having to wait in 1 location for up to an entire day is horrid, but as I'm a stay at home mum, I do it quite a lot for friends so they don't have to take a day's holiday to wait for deliveries. My toddler does get a little frustrated in these situations though...as do I as they've normally just moved in so there are open boxes everywhere for little hands to discover. Fun.

irritable

Orange and Customer Service are two phrases NOT linked. They are just as useless as all the other mobile providers. I have tried them all and can assure you that they have no idea what those two important words mean. I recently changed back to Orange having previously been with their service but purchased through a reseller(also hopeless). I went to France on business and found I didn't have a signal. Called Orange who basically mugged me of £150 as a deposit because they didn't have 3 months trading experience. I tried to explain that they had one year on another contract. As I didn't have the account number they wouldn't check for me. I paid £150. When I got back I tried to get my money back. Their "Customer Services" (ha) said they didn't have the authority to do that. When I asked to speak to somebody with that authority I was told that 'they are not customer facing'!
Even pointing out to them that I am a customer, an obvious point to any company who really provides a top service, failed to get their attention.
What did get their attention was that I downloaded Officer details from Companies House and wrote to their Company Secretary direct. Voila - I now have my £150.
Points are, first why do all mobile phone companies presume that all customers don't have the ability to pay their bills. Their attitude is completely untrusting. Surely they must give customers the benefit of the doubt, but take action immediately if they fail to pay, on an individual basis. If that had been the case I would have got my roaming, they would have saved both of us a great deal of agro.
Second, why do they make things so difficult for their customers when things gone wrong? They certainly don't work to the maxim, Customer is always Right (choosing the opposing view instead). I am in business and therefore expect to be treated in a businesslike manner.They are in business, yet behave with the arrogance of the Mafia.
When a company which really knows how to look after their customers finally comes on the scene, they will clean up.

IvanOpinion

Having had problems with Orange in the recent past (still sorting it out) I can not agree with Tiara Noodlenose. They met their part of the bargain and it was just unfortunate that Tiara got delayed. I have always wondered why companies cannot contact van drivers but then I am guessing that they can't have their van drivers doubling back all the time otherwise they would get nothing delivered.

After all it is ONLY a bloody mobile phone ... sit at a desk and pick up the black/grey item that you used to use - it does exactly the same thing. What is it about society that wants everything right now even though what they are asking for quite often is unreasonable? It used to be that you had to wait for a jiffy bag and post your phone back for repair before one got sent out ... people complained about that ... then you could take it to the shop to get it returned a bit quicker ... people complained about that ... then shops were allowed to say if the phone was faulty or not .. people still complained because they did not have their phone for rest of the day ...

CS has come a long way, the problem is more to do with customers making unreasonable/unrealistic demands. And if you are thinking I am having a go, I am sick of hearing people whinge because their mobile phone isn't working, I have just said exactly the same thing to my mother who got into an awful state when her phone broke ... IT IS ONLY A BLOODY PHONE ... GET REAL ... GET SOME PERSPECTIVE PEOPLE, THERE ARE ALTERNATIVES! I would actually say that if it is that important to you then you should always have a spare.

Ivan

jenny_jordan

I have just spoken to Orange myself, to query why they have been charging me twice times for many of the texts I have sent, and they have informed me that "a text" is only 160 characters long - any longer than this and you are charged for two texts (or theoretically more if your phone allows longer texts!) :mad:

This is something I have never been made aware of, and can't see any reference to on their website in either their tems and conditions or their explantation of text messaging. I will be requesting a copy of their written terms and conditions asap to see whether they detail this little known fact there.

I used to be a Vodafone user, and never had this problem with them - I think I'll be going back very soon......

They were also useless when I took out the contract, as they somehow failed to set up my direct debit and then threatened to cut me off because I had not paid them in time!

So, Orange text users beware!!!!!

jenny_jordan

:mad: Before anyone points it out - I've just checked, and my phone can only send a message up to 160 characters long - so this is not why I'm being charged more than once for many texts. So the response I received from Orange's "correspondence department" is in fact incorrect - confirming Martin's view that Orange DOES NOT have provide a superior customer service offering.

I had previously assumed that the double charging for texts I have experienced is because I am being charged for failed texts (I have very poor service where I live, and regularly have to send texts more than once as they fail first, and sometimes second time) - but was told that this would not happen and it must be failures on the behalf of the receiving network each time (something I would not believe as I did not experience failed texts or poor service with Vodafone, and was never charged more than once for a text).

So now I'm going to have to phone Orange for a third time (as well as having written to their correspondence department) to find out why they are regularly charging me more than once, when I'm only sending one message. They have tried to fob me off with two implausible responses already - interesting to see what they come up with next time!

tin

Quality!

My orange "excellent customer service" experience involved the executive office calling me back when I queried a constantly breaking phone and being overbilled and had got nowhere with the customer service people.

The bloke on the phone actually argued with me over £12 of overbilling (I checked twice and he was very wrong) and then eventually gave in saying he "hadn't got time to argue with" me!!! The cheek!

That prompted another letter that got ignored, and another one where there response was a voicemail saying they "took the matter very seriously" and they'd call me back on Monday. No phone call, one cancelled orange contract.

It's just unfortunate that I then went with o2 who are WORSE :eek:

Hunnymonster

nightshot wrote:

sorry but this is total codswallop!! orange will never take you to court for not paying your bill, the debt gets passed to a debt collection agency for you to deal with if you dont pay your bill.

Not when they first started up they didn't..... talking 1993/4 time.... Would never have another Orange in my life even if they paid me.

mini

Orange seem to have new set of adverts on tv about how life is better with your phone turned off

At least they are honest :rotfl:

jaybeeEEE

Its a shame that you have written such childish comments about the logistics of delivering a package (it could be any package - but you will find the same situation even if it was a washing machine!). The point is - is that it is nye on impossible to get deliveries right and you were the one that messed up the delivery because YOU were late - not Orange. Find something worthwhile to write about and GROW UP AND GET A LIFE LOOOOOOOOSER!:T

shellsuit

jaybeeEEE wrote: »

Its a shame that you have written such childish comments about the logistics of delivering a package (it could be any package - but you will find the same situation even if it was a washing machine!). The point is - is that it is nye on impossible to get deliveries right and you were the one that messed up the delivery because YOU were late - not Orange. Find something worthwhile to write about and GROW UP AND GET A LIFE LOOOOOOOOSER!:T

Ermmm, this thread is over 3 years old. :rolleyes: