I love Orange!

[Guest pipin]

:) i for 1 do not swear at any customer services representives, i do not get my head off with them, i do not lose my cool with them, but what i do, do to them is wave their terms and conditions that both they and i agreed to under the consumer rights. if that does,nt work then i let the Trade and Standards Office know, and let them deal with the matter full stop.

ps. mind you there is a saying little things please little minds. and i think it applies in this instance.

i have to agree with rangero_gerant on this 1 people Orange Sucks Full Stop :roll: 8)

[Guest casper508]

Im making a general comment here. I have to say that we're always the first to jump at people's throats if thing don't go as we desire but on the other hand we dont give much credit when its due. WHY IS THAT?

So many people have complained about OCS and their lack of knowledge. But not many are willing to accept that this is a SMARTphone and it probably wasn't meant for any Tom, Dick or Harry.

I've called OCS of three occasions in the last three months and have been sorted there n then. I’m not setting a benchmark or anything. Point is I asked for a service and the people on the other end sorted me or alteast pointed me in the right direction. At times I’ve called at 3-4am and still I got a polite reply. In my few years of mobile phone experience, ORANGE are right up there and I’ve had contract phones from all the top four service providers.

So my request to you all is please stop winging all the time and for once give some credit where it’s due.

Cas

[Guest fixit]

Hmmm.

I've had an Orange contract for about four years now. They must think I'm a pretty perfect customer, normally spend about 40 notes a month with them without giving any hassle. After 2 years with an ancient brick of a 3310 I did have to threaten to cancel my contract to get a free upgrade (something you routinely get with voda) and after a year with that (A Samsung A300 - horrible) I shelled out the 100 notes for an SPV. And to be honest, thus far they've been reasonably cheap, not objected to my regular tariff chop and changing as it suits me, and when a phone dies have had a replacement on my desk within 24 hours. And as far as the SPV is concerned, you have to look at it this way - they sold you a bleeding edge handset for bug*er all, and to expect them to support it comprehensively in such a competitive market as mobile phones would be a bit like looking a gift horse in the mouth, it's a complicated bit of kit and they could have charged you a lot more for it.

I can get answers for pretty much any question I care to pose here, as a rule there will always be a post from somebody with a similar problem. Nowadays if asked (and I do get asked by friends and colleagues) I can answer most SPV questions myself.

So where's the give and take, you miserable whingeing gits? Take your cheap Smartphone handsets with open arms, de-certify them so you can play NES games and at least have the decency to say, "Cheers Orange, it was a good loss leader and I'm on the right side of it, so Yay flipping me."

Daresay I'll change my tune when they expect me to assume the position for GRPS in late March though...

[Guest HelloDave]

I have to agree with the majority of this thread - the people at OCS are generally very helpful providing what you are asking them is something they can deal with. If you phone them saying that your bill is wrong they don't have the authority (I don't think) to sort it, but they normally try their best; i've called them a few times and anything they can sort out themselves they're happy to do, even when I phoned at 4am! The problem is, as with all CS workers, they can't do everything; you can't expect them to be an expert on every phone there is, and the training Orange gives them doesn't really help! I have moaned about OCS in the past, but that was becuase of a communication problem - the girl thought i'd been sent a SIM update when I hadn't, so she spent a long time trying things that didn't work to resolve the problem - it wasn't her fault!

I've worked on a customer service desk in a department store (I won't name names, but they were Scouse!), and most people were nice enough until they couldn't get what they wanted, when their general attitude seemed to be "i'll shout until I do". Working there was very frustrating because -

a) You couldn't reach out and throttle the customer or insult them (though I got very close a few times)

:) I didn't have final authority, so whatever management said went, even if it was wrong (for whatever reason)

c) Management's general attitude was that if a customer got arsey and you'd said no, they'd overrule you simply becuase they couldn't be bothered to argue, even if that meant going against company policy

I did have some ridiculous claims while I was there, for example, a woman brought back a 2 year old toaster because it had broken, even though it had a one year guarantee, and then got very upset becauase I told her there was nothing we could do! I was called many amusing things while working there, including a disrespectful, uneducated liar simply because I refused to give a woman her money back on a (soiled) garment she brought in with no proof of purchase whatsoever. I decided not to tell her that I had five A Levels and was half way through a degree course; it seemed a bit pointless at the time... Often the funniest customers were the ones who "knew the law" and "their rights" when you knew everything they were saying was bulls**t! I found the easiest way to deal with the annoying people was to laugh at them (not face to face of course!) and realise that they really did have nothing else in their lives but to complain; if anyone got shirty with me then I would not go out of my way to be helpful, and if there was any reason not to give them what they wanted then they wouldn't get it from me! From this experience I'm always mindful of how bad it can be to work in CS, and try my best to be nice whenever possible - it really does get you further!

[Guest Rob.P]

Customers expect too much nowadays, I think miracles are the sole privilage of gods, not ordinary humans in a call centre.

[Guest FragMeister]

I truly do feel sorry for those on Orange Customer Support.

Thinking back to the complexity of my previous handset (Nokia 6150) and to what we have all got now, the number of different problems which these guys must have to deal with for the SPV must have increased significantly from the "simple" pre-SPV days.

In the 3 dealings that I have had with them since I got the SPV, they have improved greatly in their understanding of problems for this phone.

As mentioned on another post, their script based fault system improves with age so we will hopefully all find that our initial gripes (SPV, whats that?, phone 156) will not be repeated.