Well, finally made the decision to ask for a MAC from Orange. I'm told that this will arrive by email within the next 24 hours.
I just spoke to a really nice girl at BT called Becky, who was instructive, polite and helpful. That single phone call has pretty much made my decision for me.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
maxi0 wrote:
Well, finally made the decision to ask for a MAC from Orange. I'm told that this will arrive by email within the next 24 hours.
I just spoke to a really nice girl at BT called Becky, who was instructive, polite and helpful. That single phone call has pretty much made my decision for me.
I'll let you know how the migration goes.
After dealing with Orange it feels really good talking to decent customer support people doesn't it
Good luck with your migration and don't forget to cancel your direct debit.
After dealing with Orange it feels really good talking to decent customer support people doesn't it
Good luck with your migration and don't forget to cancel your direct debit.[/quote]
I'm torn between BT and Pipex now. Think that the two free months, and no 12 month contract Pipex are offering might swing it their way. Spoken to friends, browsed some forums and compared some comparisons. Pipex, apparently, have excellent Customer Support .
"I have done a quick search on google and been on watchdogs website and found nothing.
if someone does find a website with proof that
Quote:
XeniX wrote:
Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres
please can you post the link here "
Orange would not need a restraining order, unless repeated forced or illeagal access had been attempted, the call centers are presumably private property.
I presume also that due to the nature of the data held at the call centers that a robust security system is in force to prevent access to any department other than reception, to anyone than a current passholder.
Then again realising Orange's competence in these matters you could possibly walk straight in to one, sit down at a work station and sort your own problems out !!!
Then again realising Orange's competence in these matters you could possibly walk straight in to one, sit down at a work station and sort your own problems out !!!
Taking the confused nature of most Customer Support ops, are you sure this isn't happening already?
which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING
surely being an Orange employee you were taught about open and closed questions remember not everyone that phones customer services knows the same as the last.
Joined: 10 Aug 2006Posts: 47Location: Hampshire, UK
Hi,
I am an Orange employee and have been for the last 5 years, I've read through a number of these threads in the past few weeks.
I've read with interest a lot of the comments and likewise on here, but this post by XeniX has annoyed me enough to register!!
How do any of the comments you made possibly help the situation?! Rather escalating customers frustration and make Orange look ridiculous, feel free to hand in your resignation, got a feeling you won't be missed.
I realise that this is a bit late as most comments ended in june but it really wound me up!
True but given the original post I expect he'll be looking for new employment not because of choosing to resign if the post is any indication of how he treats customers.
Joined: 10 Aug 2006Posts: 47Location: Hampshire, UK
Well I hope he got/gets fired or at worst has received some heavily needed customer service skills training! Havent read such narrow minded views in a while from someone who's meant to be open minded and willing to help.
Is something wrong with Orange at the moment? I just got a new phone contract and I can't register it. The phone is barred from calls so I'm phoning the 980 number from another phone. I was just on hold for 2 hours and then disconnected. What's the problem?
hey XeniX i work for Orange myself i understand what u mean about the abuse fair enough ppl have probs but its not fair to shout at us we do our best. ive been called a b***h a f**kin c**t whats the point id nver in my life disrespect somone like that. when ive had problems with my bb im pleasent and polite even tho my bb has been of for 4 weeks. when i come of call i give the abuse to my wall lol so please cst treat ourselves with respect and we will do it back as we' are only doin our jobs. so guys ive got my own blog so if u need any help go there its called ask teq gal for advice cheers
Well, finally made the decision to ask for a MAC from Orange. I'm told that this will arrive by email within the next 24 hours.
I just spoke to a really nice girl at BT called Becky, who was instructive, polite and helpful. That single phone call has pretty much made my decision for me.
THESE CAN BE GENERATED IMMEDIATELY THROUGH A SYSTEM CALLED ECO WHICH IS SHARED WITH BT - HOWEVER THESE WILL GENERALLY ONLY WORK IF YOU HAVE AN IPSTREAM CONNECTION.
IF YOUR ON LLU THE MAC CODE CAN BE GENERATED BUT YOU'LL STRUGGLE TO FIND ANOTHER ISP THAT WILL ACCEPT IT.
IF YOUR FOBBED OFF WITH A RESPONSE THAT SUGGESTS IT'LL BE EMAILED TO YOU OR THAT IT CAN'T BE PRODUCED, ASK THE CALL TO BE ESCALATED[/quote]
Sorr if this is a bit long but I've had nothing but problems with ocs since 1999 and just thought I'd post a letter recently sent in regards to the fact that Orange tryed to take payment from me for FREE broadband, which I believe is a breach of my contract as I signed for FREE broadband. It also took them 2 months to sort out each of the problems in here, meanwhile feeding me full of fobbing offs and general lies, never actually doing anything they said they would do, Anyway, have a read.
RE: Lack of communication, lack of customer support, inability of staff to do any task or job requested, general total unhelpfulness and poor attitudes of customer service staff.
Mobile Account: *******, Mobile Number: *******.
Broadband Account: *******, Home Number: *******.
Even though this letter will no doubt fall on deaf ears, or never get answered in the same way as previous complaints have been void of acceptable answers or plain ignored, at least when I take this complaint further I can say I tried.
The customer service I have received from Orange in the past 2 months has been totally unacceptable and in some cases unbelievable.
My first “run in” with incompetence was in 1999 and it continued until I left Orange to join a rival service in 2003 however as the reception for this service in the area where I lived was not very good, I was forced into returning to Orange as this was the best reception received on my phone.
Unfortunately, the customer service problems started again, the first instance was in 2005 when I changed my telephone number instead of porting my current one to a new phone. However when I tried to register this new number online, having had online access for the previous year, the system refused to let me register my new number and then stopped recognising my old number as a contract phone number. I appreciate that technology can sometimes seem to have a mind of its own; however that was only the beginning of the problem.
I was told by customer services to ring a technical line, which was charged at £7.50 per minute. I rang and explained my problem to the technician who said we’d have to start again and that he would delete my details from the online services altogether and if I tried in ten days to register as a new account I shouldn’t have any problems.
However, ten days came and went. I was still getting the same messages, and unable to register my new number online.
I again rang the high cost technical line and asked why nothing had changed from last time I spoke to someone. I was told the same thing would have to be done again and that was the only thing they could do; I would have to try again in yet another ten days.
I then received a message from a technician, ‘could I ring back with my contract account number and just ask the person to pass it immediately to the lady that rang, giving me her name’.
When I did ring back the person on the end of the phone did not even seem to know who he worked for yet alone how to do anything or pass a message on.
I was kept on hold for nearly ten minutes at £7.50 a minute while he asked someone how to take a message.
However this was still not sorted out after even all of these calls, I still could not access my account online, it had now been nearly six weeks since I first reported the problem but nothing had been done.
This leaves me to believe that either no-one knew what they were talking about and had no idea what to do, they knew what needed to be done but could not be bothered or, that Orange customer services are trained to keep fobbing customers off with great technical sounding stories but not to actually ever do anything, in the hope that the customer will eventually tire of complaining and let it go. Unfortunately for Orange, I am not one of those customers.
The online problem was finally sorted out after about five calls to the overpriced technical line to which I was assured that some of the charges would be refunded as I had been messed around for nearly two months. I then had to ring again when I received my phone bill as this was not done and all charges to the technical number had been put on my bill. Yet another instance of being fobbed off by incompetent staff.
Most of the instances and grievances have been more recent when I renewed my phone contract, and set up the offer of free broadband that came with it. I have had nothing but problems, lack of communication, and general incompetence with setting up the broadband since the beginning.
When I signed my new contract I was told that the computers were having problems and that my broadband would have to be set up at a later date, and was told a note on my account had been put there to that effect.
When I later rang a few days later no-one seemed to know anything about any notes or that I had wanted to set up broadband at all. I was told I needed a MAC code from my previous provider. I had with me at the time having already requested it and gave this code again during that first phone call. I was told that the equipment needed and notice of when my Orange broadband would activate would come in the post within ten days.
After four weeks of hearing nothing at all, I again rang broadband services to ask if there was a delay for some reason only to be told that the broadband account had been closed, as the MAC code had been invalid.
At this point, I voiced complaints by e-mail about why I was not informed of this so I could get a new code. I was expecting a prompt reply that fully answered my questions, as stated in your codes of practise, but was fobbed off with a speech that did not answer my questions at all and when I replied stating this, I was ignored.
I then requested a new MAC code from my previous provider and started the whole process again. Only this time, when I rang the registration line I was told that I had come through to the right department but that they could not set it up and I had to ring a different number! To me this sounds completely backwards and implies that the person on the end of the phone just could not be bothered to do anything to help or even to do their job.
I have now finally got my broadband service only to find out yesterday that so called FREE broadband is being charged at £17.99 a month!!!
Again, I have been forced into ringing customer services for an explanation, which was again met by a fob off speech and included rude and uncooperative comments from the person who was being so unhelpful.
I was told that I could change my package online by signing in and picking the relevant option. As I was sat at my computer, I tried this whilst on the phone and found that in fact I could not do this.
When I informed the customer service assistant I was met with “I don’t believe you” He then carried on to insulting me, basically calling me a liar in a completely sarcastic tone and telling me that I must have done everything wrong and he couldn’t do anything about it. He was not helpful in the slightest and several times I requested to speak to a supervisor or manager, as stated in your code of practise, and was told that he would not put me through to anyone as they would say the same thing. I find this kind of service totally unacceptable.
By this time I was no longer interested in finding out why my broadband was incorrect but, being totally flabbergasted and not sure if what I was hearing was correct, wanted to put in a complaint about the customer service I had just received. Due to the shock I was experiencing having being spoken to like a piece of dirt, I am only sorry I did not get the name of the rude, incompetent man.
This is more than proof of the incompetence and downright unhelpfulness of staff at Orange customer services. I myself work within one of the biggest customer focused industries in the world and if I was to speak to customers the way I have been spoken to recently or to be as unhelpful as possible, as I have found Orange staff to be, then I would certainly be severely reprimanded if not dismissed from my employment.
The man finally put me through to someone I could complain to who immediately said they would refund the charges on my account and put me on to free broadband. If it was that easy, why could he not do it?
I would like to written confirmation that this has been done within the next seven days, as I do not yet trust that I have not been fobbed off yet again.
My new contract clearly states that I have signed up for FREE broadband, and this has now been confirmed on the phone today that it will finally be set up correctly.
To the best of my knowledge, if Orange now attempt to take any payment from me for Broadband services, then Orange will be in breach of contract and I will take the matter to my solicitor and trading standards.
I will also cancel the direct debit instruction to prevent this from happening.
After numerous years of being a customer and putting up with the excuses as to why simple jobs cannot be done, I now find Orange’s promises and advertising slogans preposterous, my future maybe bright, but it’s certainly not going to be with Orange if problems continue.
Nope, but I do know that companies are legally bound to provide a Duty of Care to their customers, and if, going by the Orange employee posts on here, we are to establish that level of Duty of Care, then we have an awful lot of evidence.
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