I have been with Orange now for over 6 years, For the last 5 of them i was happy with the service and quality.
However i have changed my whole mind regarding Orange Customer care.
I have been spoke to Rudely, arrogantly and damm right un helpful.
I'am always polite, helpful and a cheerful chap, I work in a call center my self on Customer Care and Technical Support so beleive you me i know how customers speak to you, But i am nothing but Courtesy, Helpful, Stay Calm and Best of all have a smile so the customer can see that when im speaking to them.
Customers have different views of customer care, my view is " How would i like to be treated when i ring for help "
the only time i have had to put the phone down in 16 years is 3 times and that was when the customer swore at me (This i dont agreen with)
However The Attitude at Orange is we don't care (this is because they have been recruiting new customer care people and they havnt been trianed correctly.
Regarding Treating Exsting customer as the same is completely wrong.
Orange Term and Conditions even say you can migrate to a new 18 month contract but you dont get a phone unless you take a 24 month contract (Work that one out)
Orange are paid on commision, so when they get a new customer they get a Incentive, when they keep a customer they get nothing.
Its all to with the figures, When networks produce them (And all the networks are the same not just Orange)
They can only show how many customers have signed up an not how many customers they keep.
So for instance
Orange singned up 3500 people
T-Mobile Signed up 3000 People
Vodafone Signed up 5000 People
02 signed up 4575 people
Orange Kept 10000 people
T-Mobile Kept 3000 People
Vodafone Kept 6000 People
02 kept 5050 people
Even though Orange kept 10000 and took on 3500 people They only get a bonus on 3500 people and not the other 10000.
Also when the stastics are pulled, it would show that Vodafone are now the number network for customer signing up 5000 people.
Its wrong, but this is how it been for years and I dont think its about to change either.
To me it should change but i wouldnt hold your breath.
I do hope this all makes sense.