Now I understand why Orange is haemorraging customers

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Now I understand why Orange is haemorraging customers

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fenns

Sep 3 2008, 18:16

Post #1

Newbie

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Joined: 30th November 2005
From: Botanical Gardens, Kew
Member No.: 160,773

Device(s): M600, M500 & C500

I have just wasted the best part of a day talking to Orange Customer Dis- Service trying to get a replacement phone for my son following it's theft.
Frankly, the experience has been appalling
If any business wants an example of how to piss off cutomers so much that they very seriously consider paying hundreds of pounds to get out of contract should look to this bunch of drones.

I was a very early adopter - joined in 1995 when it was an innovative and customer orientated company. You rang and spoke to people who wanted to help and understood what you were talking about. I have lost count of the number of people I recommended Orange to and the business that generated for them - at no cost to them. What a fool I was!
Now it is like dealing with Traffic Wardens - dull of voice and without a flicker of understanding about customer service. They simply don't get it and the worst part of it all is they don't care because you are but one tiny little customer and your loss means absolutely nothing.

Anyone reading this please take note that i am not a frothing mouthed professional moaner - I simply expect to deal with a sentient being who has been told (and understands) that customers are their life blood and they should be put first. No scripts to read because if you can't do it without then you aren't up to the job.

My advice is avoid this lot and certainly don't expect Orange Customer Care to do what it says on the tin if you do fall for their 'quaint' advertsing campaigns - it won't, unless you lie and I'm not prepared to let a bunch of French sharks make me compromise my values in this respect. If it's offered free then regard it as wrapping paper that you throw away.

If anyone knows a provider offering the real customer service experience please let me know as I'll be off as soon as I am financially able to do so.

Looby

Sep 3 2008, 19:26

Post #2

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From: United Kingdom
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I don't think it's just Orange it's the general attitude in this Country

fenns

Sep 4 2008, 09:03

Post #3

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From: Botanical Gardens, Kew
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QUOTE(Looby @ Sep 3 2008, 20:26)

I don't think it's just Orange it's the general attitude in this Country

Sadly looby I think you are right

How have we come to this eh?

WearTheFoxHat

Sep 4 2008, 10:36

Post #4

TOMnia !

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Device(s): Samsung SGH-i900 Omnia

Hmmmm.....

Not all of the service in this country is bad. However we Brits do seem to put up with it. These days, if I'm not happy with something I complain.

I've found T-Mobile's customer service to be really good. You email them, and get a personal response back, rather than a stock standard response.

Orange on the other hand were great up until they were sold from Hutchinson. From that point on they went downhill. I even recall testing their customer services line to see how quick they reply. On my low tariff phone, it took far longer than on my higher tariff line!

DSG also have terrible customer service, and it baffles me how they are still in business. Other than the fact they are so huge and people buy from them out of convenience.

Regarding the telco's:

Orange - Terrible
02 - Not as bad as orange, but still awkward at times
Vodafone - Pretty good, but just couldn't be competitive.
T-Mobile - Love them to bits, great customer service every time I call.
Three - Outsourced to India (I make no comment, but let you all make your own judgement).

--------------------

My Toys:
Omnia: Samsung SGH-i900 Omnia - 8GB SD HC
O-SeXy Advent 4211 - 2GB Ram - 250GB HDD - Running OSX Leopard like a dream!
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Dark Horse

Sep 4 2008, 23:47

Post #5

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From: Leafy Surrey
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QUOTE(WearTheFoxHat @ Sep 4 2008, 11:36)

Regarding the telco's:

Orange - Terrible
02 - Not as bad as orange, but still awkward at times
Vodafone - Pretty good, but just couldn't be competitive.
T-Mobile - Love them to bits, great customer service every time I call.
Three - Outsourced to India (I make no comment, but let you all make your own judgement).

Just to add to that list, Virgin Media is also outsourced to India (mainly evenings and weekends) and I'm fully prepared to comment, it's complete cack!

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