Orange are registered to ISO9000 (The Quality Standard placing customers first) with Lloyds Register Quality Assurance (LRQA) and have regular assessments throughout the year. If you complain to them about the poor customer service you are experiencing they are obliged to investigate at their next visit. The threat of losing their registration and the lucrative 'corporate business' they would lose as a result should get them to act.
If they are subject to regular check under ISO9000 it is clear that the auditors must be walking around with their eyes shut. With all the bad press and media cover that Orange have been getting it clearly shows that ISO9000 appears to be yet another system which only plays lip service to its principles.
So long as they've got written procedures in place and can prove they follow them then they'll retain accreditation. Just because they have technical problems of their own making doesn't necessarily mean they're not following their written quality procedures.
Also like many companies they've probably separated off departments like maintenance and LLU provisioning so it could be that only their head office administration is accredited.
If I could access their web site I would have checked before posting this.
But it won't work: ISO 9000 doesn't specify that you'll be fault free, it specifies that you've written processes for dealing with a fault, when one occurs.
Here's where it gets ridiculous: you're process could be as asinine as "tell customer we're sorry and send an apology email with details of fault corrections they could try at home".
As long as Orange follow that example procedure, they will still pass ISO 9000 accreditation.
First post for me but I used to work for a company and shortly after I started I was informed I was the quality manager and a day before the ISO 9000 guy appeared we spent 30 minutes writing a report....got it every time...
I'm sure some companies use it but I'm not sure a few random complaints will get anywhere.
I've had issues over the last week, the connected - disconnect and called Orange 5 times, the guy admitted the server is rubbish with an S, they are doing more line tests when we both knew thats doing nothing...I will let them try for another week and then I will contact the executive office at Orange and then when they cannot give joy either Ofcom or trading standards, as they sold me a product that is not fit for purpose.
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