Mobile Industry Review - Latest Comments in Orange is “committed to providing excellent customer service”

Re: Orange is “committed to providing excellent customer service”

coolgra101 — Mon, 22 Sep 2008 13:34:15 -0000

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.

Re: Orange is “committed to providing excellent customer service”

rickyc — Fri, 29 Aug 2008 07:50:10 -0000

oooh very nice, lets see if they can help!

Re: Orange is “committed to providing excellent customer service”

CharlieW — Fri, 29 Aug 2008 05:20:57 -0000

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!

Re: Orange is “committed to providing excellent customer service”

smstextnews — Fri, 29 Aug 2008 05:19:08 -0000

You never know Charlie.....

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Re: Orange is “committed to providing excellent customer service”

Charlie — Fri, 29 Aug 2008 05:16:23 -0000

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!

Re: Orange is “committed to providing excellent customer service”

smstextnews — Fri, 29 Aug 2008 05:15:09 -0000

Impressive...

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Re: Orange is “committed to providing excellent customer service”

rich_1234 — Fri, 29 Aug 2008 05:05:51 -0000

More examples of "Orange Response" they seem to have been active for a couple of months:
http://forums.macrumors.com/showthread.php?t=52...
http://www.techsupportforum.com/networking-foru...
http://www.wirelessforums.org/members/orange-re...
http://www.digitalspy.co.uk/forums/showthread.p...
http://www.whatmobile.net/forumvb/showthread.ph...

Re: Orange is “committed to providing excellent customer service”

smstextnews — Fri, 29 Aug 2008 04:24:05 -0000

Oh look! Very cool!

Re: Orange is “committed to providing excellent customer service”

Susan — Fri, 29 Aug 2008 04:11:17 -0000

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

Re: Orange is “committed to providing excellent customer service”

jimwild — Thu, 28 Aug 2008 18:09:39 -0000

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

Re: Orange is “committed to providing excellent customer service”

smstextnews — Thu, 28 Aug 2008 12:36:11 -0000

Agreed

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Re: Orange is “committed to providing excellent customer service”

whatleydude — Thu, 28 Aug 2008 12:33:07 -0000

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

Re: Orange is “committed to providing excellent customer service”

barryjon — Thu, 28 Aug 2008 11:48:16 -0000

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.

Re: Orange is “committed to providing excellent customer service”

Charlie — Thu, 28 Aug 2008 11:44:46 -0000

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. :-)

Re: Orange is “committed to providing excellent customer service”

kcjh — Thu, 28 Aug 2008 11:44:35 -0000

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

Re: Orange is “committed to providing excellent customer service”

MarkW — Thu, 28 Aug 2008 11:33:13 -0000

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.

Re: Orange is “committed to providing excellent customer service”

smstextnews — Thu, 28 Aug 2008 11:23:13 -0000

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

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Re: Orange is “committed to providing excellent customer service”

Charlie — Thu, 28 Aug 2008 11:18:56 -0000

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

Re: Orange is “committed to providing excellent customer service”

smstextnews — Thu, 28 Aug 2008 10:52:30 -0000

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.

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Re: Orange is “committed to providing excellent customer service”

MarkW — Thu, 28 Aug 2008 10:40:52 -0000

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.

Re: Orange is “committed to providing excellent customer service”

Charlie — Thu, 28 Aug 2008 10:37:59 -0000

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!

Re: Orange is “committed to providing excellent customer service”

barryjon — Thu, 28 Aug 2008 10:16:55 -0000

" 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.