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Orange is “committed to providing excellent customer service”

Started by Ewan · 10 months ago

Here’s a tale of woe from Miss Charlie Waldren a semi regular reader here at Mobile Industry Review. Alas, Orange don’t have anything like Vodafone’s Forum Intervention Team so she is, I suspect, destined to roam the land without a response or a resolution. ... Continue reading »

22 comments

  • Barry-Jon

    10 months ago

    " Do we not matter once we have signed the paper to agree to send them money each month?" - you surely jest in asking this, no? Of course we no longer matter - we belong to them for the duration of the contract. Reasoning being that you will have forgotten how bad they were by the time your contract is actually up for renewal and they may offer you a sweetener then - when you do (kinda) matter for a while.

    "Why, as a long-standing, loyal member, am I then left out in the cold like this?" - No offence but you can hardly call yourself a long-standing and loyal customer when you have yourself admitted to being "with Orange for just over two years now" - one full contract term and a single renewal. There is no such thing as true loyalty with phone companies. They are loyal to us as long as we pay them (and the more we pay them the more 'loyal' they are) and we are loyal to them for as long as they give us a good handset and a good deal. As soon as either party feels they are not getting enough out of the loyal relationship we usually end up parting ways so we can be loyal with someone else for a little while. Nothing wrong with that but let's not delude ourselves.

    Truly appalling service from Orange though. And let's not let Nokia off the hook; they have been churning out flaky handsets like this for years.
    reply
  • Charlie

    10 months ago

    I've been paying £40-50 a month for two years, so in my mind that does make me a loyal customer, not to mention that (until recently!) I had promoted and recommened Orange as a good company to friends and family, some of whom switched to them on my recommendation. I rather wish I hadn't now!
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  • Ewan

    10 months ago

    Alas you tend to get this kind of aftertaste from most operators. It's only
    Voda with the safety net of the Forum Intervention Team who you can rely on.


    2008/8/28 Disqus <>
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  • Charlie

    10 months ago

    Yes, I'm becoming more and more persuaded that Voda are indeed the way forward :)
    reply
  • Ewan

    10 months ago

    Do look at 3; however Vodafone's Forum team are the dogs, as the phrase
    goes. You do pay for it though.

    2008/8/28 Disqus <>
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  • MarkW

    10 months ago

    I'd have to agree. Even though I'm a 3 fan and generally a happy customer, it seems increasingly clear there's only VF that gives any kind of damn for its reputation. You get what you pay for.
    reply
  • Charlie

    10 months ago

    I was with 3 when they first came out (largely due to the attraction of a plan with unlimited text messages, which was not heard of at that time), but found their customer service almost as appalling as Orange's!

    I think, all things considerd, I would rather pay a little more and rest safe in the knowledge that were I to have a problem, someone out there will listen, give a damn, and help me get it resolved. :-)
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  • Ewan

    10 months ago

    Agreed

    2008/8/28 Disqus <>
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  • Barry-Jon

    10 months ago

    I'm sorry but tied and loyal are not the same thing. You had no choice but to pay your bills and you did it in return for a service that until now you felt was worth the money. That's not loyalty.
    reply
  • MarkW

    10 months ago

    I do feel for you Charlie. The frustration of this situation is appalling. However, I'm frankly not surprised. I was with Orange for almost ten years when I moved over to 3UK. Did Orange give 'le toss' that I was leaving. Nope. Just offered me a terrible upgrade. They seemed sure that 3 would let me down and I'd be back. Not on your nelly!

    I joined Orange when they were the new kid on the block, with a shiny new digital network, and they were excellent in all things. Then they were sold to the French............ Great wine, cheese, cassoulet and beautiful mediaeval towns - sh1t customer service.
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  • Kip Hakes

    10 months ago

    Well - i've (more precisely my partner) have had some success with Orange. Ewan posted a story about her not being able to make calls to landlines. She complained rather heavyly, and Orange promised to work on the fault, she receieved a phone call, each day, same person, explaining exactly where they were with the fault. Yesterday, they called and confirmed that it was fixed, and indeed it is. Personally i'm not a fan... She's on a £40-50 contract and got offered a Nokia 6500 Slide for upgrade - woop! :)

    K
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  • James Whatley

    10 months ago

    That's just it though - the 6500 slide is *hardly* an upgrade...
    reply
  • jimwild

    10 months ago

    Dont get me started on Orange. The best thing they ever did was let me terminate my contact early, ironic really.
    reply
  • Susan

    10 months ago

    Hi there,

    I work for Orange and might be able to help. Really sorry to hear of your bad CS experience.

    If you drop me an email with your contact details to 'customer.services@orange.co.uk' with 'Susan Orange Response' in the title I will give you a call to see if I can help.

    Thanks,

    Susan

    Orange Response
    reply
  • Ewan

    10 months ago

    Oh look! Very cool!
    reply
  • Richard

    10 months ago

    reply
  • Ewan

    10 months ago

    Impressive...

    2008/8/29 Disqus <>
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  • Charlie

    10 months ago

    Well, I've emailed, and had an automated response....

    I must confess, I'm not holding my breath for a resolution, but it would be very nice to be proved wrong!
    reply
  • Ewan

    10 months ago

    You never know Charlie.....

    2008/8/29 Disqus <>
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  • Ricky Chotai

    10 months ago

    oooh very nice, lets see if they can help!
    reply
  • CharlieW

    10 months ago

    Lucky you, I would be ecstatic if they did that for me - then I could skip on over to VF, and find myself a place where I'm listened to and helped!
    reply
  • coolgra101

    9 months ago

    I ordered a new phone from the orange website last wednesday, my mum ordered it in my name with her card deatils and her name as the cardholder. Orange told us we couldnt do this as the cardholder name didnt match the name of the person the phone was for (which was me), so we rang orange customer services and sorted out the problem, or so we thought, just today i got an email from orange saying there was a problem, so we rang orange again, turns out that they didnt acknowledge the fact that we had sorted out the order details, pretty much they have given us the finger and given the phone my mum had ordered to someone else, and to make matters worse when we ordered the phone originally it WAS in stock, even after we changed the order details the phone was still in stock. To me this is bullshit coming from one of the top UK phone networks.
    reply

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