Comments on: Orange is “committed to providing excellent customer service”

By: coolgra101

coolgra101 — Mon, 22 Sep 2008 23:34:15 +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.

By: coolgra101

coolgra101 — Mon, 22 Sep 2008 18:34:15 +0000

By: coolgra101

coolgra101 — Mon, 22 Sep 2008 17:34:15 +0000

By: Ricky Chotai

Ricky Chotai — Fri, 29 Aug 2008 11:50:10 +0000

oooh very nice, lets see if they can help!

By: CharlieW

CharlieW — Fri, 29 Aug 2008 09:20:57 +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!

By: smstextnews

smstextnews — Fri, 29 Aug 2008 09:19:08 +0000

You never know Charlie…..

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By: Charlie

Charlie — Fri, 29 Aug 2008 09:16:23 +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!

By: smstextnews

smstextnews — Fri, 29 Aug 2008 09:15:09 +0000

Impressive…

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By: Richard

Richard — Fri, 29 Aug 2008 09:05:51 +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...

By: smstextnews

smstextnews — Fri, 29 Aug 2008 08:24:05 +0000

Oh look! Very cool!

By: Susan

Susan — Fri, 29 Aug 2008 08:11:17 +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

By: jimwild

jimwild — Thu, 28 Aug 2008 22:09:39 +0000

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

By: smstextnews

smstextnews — Thu, 28 Aug 2008 16:36:11 +0000

Agreed

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By: James Whatley

James Whatley — Thu, 28 Aug 2008 16:33:07 +0000

That's just it though – the 6500 slide is *hardly* an upgrade…

By: Barry-Jon

Barry-Jon — Thu, 28 Aug 2008 15:48:16 +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.

By: Kip Hakes

Kip Hakes — Thu, 28 Aug 2008 15:44:35 +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

By: MarkW

MarkW — Thu, 28 Aug 2008 15:33:13 +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.

By: smstextnews

smstextnews — Thu, 28 Aug 2008 15:23:13 +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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By: Charlie

Charlie — Thu, 28 Aug 2008 15:18:56 +0000

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

By: smstextnews

smstextnews — Thu, 28 Aug 2008 14:52:30 +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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By: MarkW

MarkW — Thu, 28 Aug 2008 14:40:52 +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.

By: Barry-Jon

Barry-Jon — Thu, 28 Aug 2008 14:16:55 +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.