I think you're being unfair and overly generalistic in your interpretation of Orange agents and the reasons for their performance.

pooliecliff has posted elsewhere :
This topic is very interesting. i am having exactly the same problem with my livebox, which is an old wanadoo box. the @ light flashes alternately fast then slow. it continues to do this for ages. Sometimes it fixes itself after about an hour. Mostly it doesnt. I have had the exact same experience as others with the technicians who follow their script and insist on a factory reset. Strangely, a factory reset usually fixes it, but only for a day or so before i have to do it again. I thought this must point to either a line fault or a faulty livebox. After numerous line tests, unanswered emails and unanswered letters I asked the technician to escalate my query so trhat a BT engineer could come out. He told me that he could not do that as they (the technicians) had been instructed that they could not do that "under any circumstances". Presumably as it costs them. He said the same when I asked if I could try a replacement livebox. If I can have neither of these things, then I am in an impossible position, other than going elsewhere. Has anyone solved this problem properly. I am not a techy person, but i know enough to know that the technicians seem to know even less than me, and that's saying something. I have been patient with them, but i am now getting really annoyed with them.

So come on, why are you still getting disgruntled customers, dissatisfied with CS/TS responses.

Is it perhaps, that Orange aren't learning anything from their recorded phone calls.

The bottom line is Orange staff LIE, LIE and LIE again and when they cannot lie, they make something up.

Here are some examples from the last few weeks - some from me, some from a friend who was cut off at the same time.

* Promised that a line test had been done, the next operator said that no line test had been done. (LIE!)

* Asked to speak to manager, agent put my friend on hold and then pretended to him to be his manager, caught out and admitted it (LIE!)

* Told me it was impossible to issue a MAC code during a contract (LIE!)

* Told my friend his internet would be back on by 5pm (LIE! was never fixed)

* When my friend asked if a super nudge ramwheel could be part of the problem, he was told that this was a known problem... (LIE!)

* I was told Three times that my internet would take ten days to fix, each time nothing happened, the second time I was done that no action at all had been taken.

As I've said, I wasn't referring to the tech support in my other post, which in my own personal opinion, has suffered significantly in quality due to increased overseas outsourcing

I think you're being unfair and overly generalistic in your interpretation of Orange agents and the reasons for their performance. Obviously staff are trained. I've worked for Orange for a long time and I've never encountered a script. Agents get commission for retaining customers but this isn't a primary motivator - weekly shopping vouchers are hardly mega-bucks. What is more motivating is the intention to do a good job for your employer which is what your annual pay is for, part of which involves enforcing Orange's cancellations policies and procedures when required (which are subject to industry regulation). In any large company (particularly where outsourcing is used) you are going to find some (probably new) staff that don't give two hoots. This is why all calls to Orange are now recorded, exposing under-performance with the intention of providing a better service to customers.