who i am does not matter , all you need to know is when it comes to wanadoo/orange i feel i can answer a lot of the questions you guys seem to ask on a regular basis.(unless its something deeply technical)
i am not here for you to sound off about how unfair everything is or how bad the company is , my purpose is to hopefully help to resolve any issues you may have and to also convince you that no matter what you may feel or have experienced ,it is nothing personnal you were just one of the unfortunate casualties in the modern business world.
so please any questions anyone.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Mrx wrote:
who i am does not matter , all you need to know is when it comes to wanadoo/orange i feel i can answer a lot of the questions you guys seem to ask on a regular basis.(unless its something deeply technical)
OK I'll ask some very short to-the-point questions.
Question 1) Why did Wanadoo take money from me after I was no longer a customer? They will have been notified by BT that my MAC was used, but that information appears not to affect the billing system. Why not?
Question 2) Three times I have been promised that my money will be refunded. Why has it not been refunded?
Question 3) Why do the agents give different times as to how long the refund will take i.e. 7 days, 24 hours and 48 hours?
Question 4) Why do agents claim to be in a different department to the one they are in? e.g. one bod claimed to be in billing but was not.
Question 5) Is it correct that refunds are organized by an agent e-mailing their supervisor and so the refund may not take place because the supervisor has not been reading his e-mails? This is one of the silly explanations I was given.
hi to staffsfc and alaininafallowfield for posting the above questions for me,i will answer them in turn
with regard to the BT adsl max service , wanadoo/orange are well aware of the service and a brief was issued to all frontline staff in march of this year.
this service is currently being tested in on a willing test group and once Orange have come to a decision concerning its viability and cost effectiveness , then it will be rolled out to existing cmrs if this is deemed appropriate. the approx timescale for this is towards autumn of this year.
moving on
Orange do unfortunatly get from time to time calls from cmrs who after successfully migrating to another isp. find themselves still paying for their Orange acc. This is caused by the new isp not contacting Orange and letting them know that the MAC code has been used, therefore due to this oversight the cmrs account is not closed and is billied as normal.
but be assured that if this happens to you ,it is simply a case of ringing up cmr services who after contacting BT and finding out the date the MAC code was used, will close the Orange acc and refund you accordingly.
ok so on to refunds, rather than answering the specific questions alan asked i will go over the company prosedure regarding refunds
The one thing that seems to bother cmrs is the timescale for receiving any due refunds back into their direct debt or credit card. quite simply Orange only have access to your dd or cc accs on the set payment date. no monies can be given back or taken out of a cmrs acc on any other date.
I understand that this is frustrating but the staff are powerless to change this.
The only staff members who are authorised to apply refunds to a cmrs acc are unit supervisers(escalations) or team leaders.
If you do want to discuss any refunds it is better to speak to a superviser to get that applied there and then if it is appropriate to do so, although frontline agents do ask team leaders to apply refunds on to accs for them. the team leaders are very busy, and i know this is no consulation for any disgruntled cmrs but they do often forget. .
As a general point regarding infomation given to any cmr from frontline agents ,i know that many times csa do tell cmrs incorrect infomation or even worse what the cmr wants to hear rather than the actual facts,you must understand that this is not oranges fault rather than the outsourced contact centres who deal with cmrs on behalf of Orange.
The staff turnover is very high so the number of people who have to be hired each week is in the hundreads meaning that the company cannot afford to be too particular in who they employ and i agree that the quality of the staf hired at some of these contact centres is sometimes questionable but again that is just a byproduct of the industry.
I will leave you with a bit of advice. remember that most of the staff who work evenings or weekends are often students working part time. you stand a better chance of speeking to a more mature experience member of staff, if you ring mon to fri 9 to 6
If the autum date is correct have Wanadoo/Orange have had their head in the sand for the last year ?
They would have been advised by BT Wholesale as to what was happening with new products, technical changes etc. If other ISP's can roll out adsl Max why can't Wanadoo/Orange, the answer is PROFIT, I suppose if they can LLU the major area's of customers I.E. major towns and cities then they will in the end making more profit than using BT's products. Sod the customer who is out of area.
I don't want to leave Wanadoo/Orange in a hurry because of our email use but I wish they had their facts right.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Mrx wrote:
The one thing that seems to bother cmrs is the timescale for receiving any due refunds back into their direct debt or credit card. quite simply Orange only have access to your dd or cc accs on the set payment date. no monies can be given back or taken out of a cmrs acc on any other date.
Why? Is this limitation due to Orange or their contract with the band/CC company? Why can't they just send me an old-fashioned cheque?
Mrx wrote:
The only staff members who are authorised to apply refunds to a cmrs acc are unit supervisers(escalations) or team leaders.
If you do want to discuss any refunds it is better to speak to a superviser to get that applied there and then if it is appropriate to do so, although frontline agents do ask team leaders to apply refunds on to accs for them. the team leaders are very busy, and i know this is no consulation for any disgruntled cmrs but they do often forget. .
IME very often the customers are not able to speak to supervisors. The agents say that the supervisors are too busy. At that point there is nothing customers can do.
Mrx wrote:
As a general point regarding infomation given to any cmr from frontline agents ,i know that many times csa do tell cmrs incorrect infomation or even worse what the cmr wants to hear rather than the actual facts,you must understand that this is not oranges fault rather than the outsourced contact centres who deal with cmrs on behalf of Orange.
That is Orange's fault both legally and ethically. If Orange use call centres that employ people who "tell cmrs incorrect information" i.e. lie to customers, then that is Orange's fault. Orange should have customer QoS clauses in their contracts with the call centres and they should monitor that they are being satisfied. If they can't find a call centre that will perform adequately, then they should insource (I hate that word) the function. The legal implications if Orange know that the call centres do this are `interesting'
Mrx wrote:
The staff turnover is very high so the number of people who have to be hired each week is in the hundreads meaning that the company cannot afford to be too particular in who they employ and i agree that the quality of the staf hired at some of these contact centres is sometimes questionable but again that is just a byproduct of the industry.
Trouble is that, apart from annoying customers, there are legal consequences to companies not being "too particular" and hiring "questionable" staff. I'll ask an accountant mate of mine how the risks are factored into the supposedly reduced cost. I probably won't understand his answer but I'll have tried anyway.
I'm not convinced that outsourcing is cost-effective anyway. Having "questionable" staff just means that problems don't get solved for ages and that those staff have to be employed mis-answering calls for the same fault. If Orange employed people who actually solve the problems then they could probably get away with employing far fewer people to do so, and pay them much more. That's the sort-of virtuous circle that some other companies employ.
Mrx wrote:
I will leave you with a bit of advice. remember that most of the staff who work evenings or weekends are often students working part time. you stand a better chance of speeking to a more mature experience member of staff, if you ring mon to fri 9 to 6
Been there (between 9 and 6), bought the T-shirt but still not got my refund
Mrx wrote:
hope any of my ramblings have helped
Thanks for being brutally honest about the agents.
Orange should provide you with a pouch to send it back in. But you need to send it to NetLink(orange's equipment supplier). I think they are in birmingham.
wanadoo/orange are well aware of the service and a brief was issued to all frontline staff in march of this year.
this service is currently being tested in on a willing test group and once Orange have come to a decision concerning its viability and cost effectiveness , then it will be rolled out to existing cmrs if this is deemed appropriate. the approx timescale for this is towards autumn of this year.
moving on
As a general point regarding infomation given to any cmr from frontline agents ,i know that many times csa do tell cmrs incorrect infomation or even worse what the cmr wants to hear rather than the actual facts,you must understand that this is not oranges fault rather than the outsourced contact centres who deal with cmrs on behalf of Orange.
The staff turnover is very high so the number of people who have to be hired each week is in the hundreads meaning that the company cannot afford to be too particular in who they employ and i agree that the quality of the staf hired at some of these contact centres is sometimes questionable but again that is just a byproduct of the industry.
most of the staff who work evenings or weekends are often students working part time. you stand a better chance of speeking to a more mature experience member of staff, if you ring mon to fri 9 to 6
If you worked for me, and mentioned anything like the above things about my company, I'd have given you the sack. It clearly says Orange are monitoring this site, so I'd watch what you say.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
skiba wrote:
If you worked for me, and mentioned anything like the above things about my company, I'd have given you the sack
If Mrx worked for me, I'd rather he came and told me about these issues so that I could address them! By raising these issues, he is obviously concerned - perhaps he should be promoted and maybe he can sort some of these issues out.
Perhaps Orange (Wanadoo) are aware of these issues and are not adressing them. Perhaps it's time they did.
who i am does not matter , all you need to know is when it comes to wanadoo/orange i feel i can answer a lot of the questions you guys seem to ask on a regular basis.(unless its something deeply technical)
i am not here for you to sound off about how unfair everything is or how bad the company is , my purpose is to hopefully help to resolve any issues you may have and to also convince you that no matter what you may feel or have experienced ,it is nothing personnal you were just one of the unfortunate casualties in the modern business world.
so please any questions anyone.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Mrx
I have been with Freeserve from the start with no problems - great service.
Last Wednesday I had no connection. I called support who told me part of the system said that I was active the other part said that my account was closed. They did not know why and escalated the problem. I still have no connection.
I have not done anything to make them close the account.
I use a Livebox and all I've got is a slow flashing @.
My question is how can I get them to turn it back on. It went off overnight so why did it not come back on overnight?
They've done exactly what's needed in order to get it turned back on.
The slow flashing @ means it's not allowing your username and password, the part which is "closed" will be denying you access, it has to be passed on to find out why and prevent it from reoccuring.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
