Orange - Appalling Service

Kona*

Kona*

Kona*

Associate
Joined
29 Dec 2003
Posts
2,039
Location
Newcastle upon Tyne
I posted in someones thread before about my dealings with Orange. A quick low down on what has went on:

It takes 2 to 3 tries to phone someone when in a 3G area, setting the phone to "GSM Only" isnt good enough.

People cant always phone me, they normally get put through to my voicemail.

Phone will show "No calls allowed" or "Invalid SIM" at least once a day.

Customer Services have been no help, fobbing me off every time I have called them. They said last Wednesday that they would call me within 72hrs with an update, and they havent.

Now for the final nail in the coffin:
orangehold.jpg


Now I am a paitient person, but this is seriously taking the biscuit. I have been into the Orange shop where I bought the phone from but they cant do anything until I have a fault code. As soon as I get this fault code (If I EVER get through to Customer Services) I will be canceling my contract.

Let this be a warning to people considering switching to Orange.

Craig
 
Can't you just return it to the shop under the 14 day cooling off period ? Or is it out of that now.
 
I am out of that period now sadly. I thought I would give Orange the benefit but obviously they are taking it too far now - The sale of goods act has me covered on this one though.

Craig
 
Thats the really odd thing I joined Orange a few months back and they have pretty much been great, tru that I have had no problems and rarely need to call them and also people on the old Premier plans (not sure about panther), get a special customer services team. When I have needed to speak to them I have had really good polite service plus I rang them at 11pm the other night about my upgrade and they were still open, trust me people you havent been with O2 CPW yet!!!! Now thats a hoot!!

Although saying that a good friend of mine has had problems from the first day he joined orange and he has spoken to so many different people its mad, its odd with Orange as the feedback seems to be so varied.
 
Well that was interesting, they actually suggested I cancelled my contract because they couldnt offer me anything better on an upgrade from a W800i. So i duley abliged.

I cant believe they suggested I leave them?

+44
 
3hrs 37mins 8secs - Still going. Also have the house phone on hold to Cancelations.

If I dont get through by 10:30pm I will be taking a day off work and parking myself in the Orange shop until they sort it - how can they get away with customer service like this?

Craig
 
Actually thats tru I spoke to an Orange rep who used to visit CPw stores and he said that Orange are not following T-Mobile's suit as they do not need an influx of customers, he gave me some stats like for every customer who spends about £600 a year orange only make £100 or something and for some customers it actually costs Orange to keep them on the network etc....

Dunno if I believe that fully but thats what the reason was given to me.
 
Xpander said:
This is quite interesting:

http://www.mobiletoday.co.uk/content/3418.asp?men=&sub=1
Click to expand...

Well, except enable is an automated system that requires no csr intervention, and currently there are no job losses in cs (the announcement was cost reduction, not job reduction, most outlets just assumed the only way to reduce costs was to cut jobs. Incidentally it hasn't taken effect yet)

Call queues are high in some areas at the moment though, however these things take time to try and resolve.
 
I still dont see how they can run a company with a 4hr 35min call queue (and still going) - I will post a pic at the 5hr mark, if I get no results tomorrow then off to the local paper I go.

Craig
 
Xpander said:
What's going on with Orange recently?
Click to expand...

A lot.

Their only saving grace has been the brand name and its reputation for previously great service... they've been riding that one for a good few years now and its starting to show through.
 
There we go, hit the 5hr mark. Gave up for tonight and going to try again in the morning.

Pic:
orangehold5hr.jpg


Craig

Edit: Dolph - I know your not here to answer questions about work, but is there ANY sure way to get through to someone to get a fault code? I am loosing the will to live :( Cheers
 
Last edited:
blatant Photoshop!!!














Jus kidding mate thats appaling pal im surprised you've hung on for that long i'd hate to be the person that you get thru to!! you must be ready for war right now!
 
Out of curiosity I tried calling the number again, after roughly 8mins I was through to a nice geordie girl who said that the problems I described could be solved but if I wanted a fault code I could have one for my phone powering itself off and on again.

I think my call got lost somewhere in the ether, the 8min call pickup time hasnt soothed the 5hr pain by any means. But now I can go and cancel my contract tomorrow, woohoo.

Craig
 
Cr4iG said:
There we go, hit the 5hr mark. Gave up for tonight and going to try again in the morning.

Pic:

Craig

Edit: Dolph - I know your not here to answer questions about work, but is there ANY sure way to get through to someone to get a fault code? I am loosing the will to live :( Cheers
Click to expand...

Unfortunately the only sure way is over the phone, and there aren't any real shortcuts. What I will say is that something must be seriously wrong to be on hold trying to get through for that long, it certainly wasn't that busy earlier today (when that call would have started).

what options did you choose on the IVR?
 
The options I chose were 1,2,3,3 - The "Your having problems making a call/send a text message" option :)

Craig
 
You must log in or register to reply here.
Back
Top Bottom