Just got off the phone to a rude obnoxious woman from customer care.
She said that this website is just something written on the internet and I have no facts. I told her I had recorded a call last night with a customer service rep and that the rep had told me that LLU lines were being capped at 608kbps.
At this she panicked and got off the phone after i pointed out that im holding all the cards and would complain to ISPA every 5 days.
Now my connection is getting intermittent. Wonder if they are cutting me off or upgrading my line...
Just got off the phone to a rude obnoxious woman from customer care.
She said that this website is just something written on the internet and I have no facts. I told her I had recorded a call last night with a customer service rep and that the rep had told me that LLU lines were being capped at 608kbps.
At this she panicked and got off the phone after i pointed out that im holding all the cards and would complain to ISPA every 5 days.
Now my connection is getting intermittent. Wonder if they are cutting me off or upgrading my line...
Talking 'at' their customers rather than 'to' their customers is the Orange way. Scripted responses and ignorant staff represent Orange's attitude to the mugs - sorry I meant customers. What exactly was your problem with Orange?
I hope you told the CS rep that you were recording the call otherwise you have committed an offence.
If the 2nd CS call was being recorded by Orange then they have you by the S&Cs.
As far as I understand it it's not illegal to record any call but only to provide that recording to a 3rd party without consent of the person featured in it.
Quote:
The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, ie someone who was neither the caller or sender nor the intended recipient of the original communication.
I'm not a lawyer though and things posted online should always be taken with a pinch of salt so it would be good to get that verified by a professional who knows all the details.
Elhana, I was anticipating that pdoherty76 would use the recording for the complaint to ISPA.
You are correct, it is not illegal nor do you have to inform the person that you are recording the conversation provided the recording is for your own purposes only and not to be divulged to a 3rd party.
Just got off the phone to a rude obnoxious woman from customer care.
She said that this website is just something written on the internet and I have no facts. I told her I had recorded a call last night with a customer service rep and that the rep had told me that LLU lines were being capped at 608kbps.
At this she panicked and got off the phone after i pointed out that im holding all the cards and would complain to ISPA every 5 days.
Now my connection is getting intermittent. Wonder if they are cutting me off or upgrading my line...
Talking 'at' their customers rather than 'to' their customers is the Orange way. Scripted responses and ignorant staff represent Orange's attitude to the mugs - sorry I meant customers. What exactly was your problem with Orange?
Jerry
My problem is that I was out of contract and planning to leave Orange but one of their desperate retention department people tempted me to sign a new 18 month contract with 8meg speed and the line rental included. I like the package but the day after it was activated i recieved an email saying my new speed was up to 1meg!!!
In fact I am on an LLU line that is capped at 608kbps. Nearly a 10th of what my line could acheive.
Now Orange will not let me out of the contract and will not take the cap off and deny it exists.
The shady swines wouldnt even cancel the 18 month contract the day after it started.
I have no option but to keep putting the complaints in and keep trying to intimidate the staff as they have done to me.
If it comes to the crunch I will take them to court as I have the email saved and they clearly are in breach of contract.
I want to avoid this though as it means losing connection for god knows how long while switching to another ISP. Thats if another ISP will take my LLU line.
I recommend recording every official call you have as a matter of course. Its just like keeping official letters and receipts.
Im not going to use the recording but im certainly going to mention the customer care person by name in my complaints to the ispa.
I had problems with Orange and found their customer service rude, but then I can't remember the last time I finished a phone call to any customer service department feeling that I had received quality service.
I found the following site when I had an ongoing complaint about my kitchen installation from hell http://www.complaintcopy.com I now record any calls to customer service departments so I can use them for reference at a later date if needed.
I also plan to use this in the future if placing an order for anything over the phone. Like pdoherty76 has the email saved as evidence of the initial offer, as long as I tell the person I am ordering from that I am recording the call then I have a backup of what they should provide me with (they should have no issue with this at the order stage - if they don't want me to record the call then I don't wanna order from them!)
as long as I tell the person I am ordering from that I am recording the call then I have a backup of what they should provide me with (they should have no issue with this at the order stage - if they don't want me to record the call then I don't wanna order from them!)
N.B. you do not need to tell the person you are recording, provided the recording is solely for your own personal use.
"Under the Regulation of Investigatory Powers Act 2000 (Ripa) it is permitted to record personal phone calls, for personal use - even without the consent of your interlocutor - as long as no-one else is involved in the recording and those recordings are not passed on to a third party."
N.B. you do not need to tell the person you are recording, provided the recording is solely for your own personal use.
"Under the Regulation of Investigatory Powers Act 2000 (Ripa) it is permitted to record personal phone calls, for personal use - even without the consent of your interlocutor - as long as no-one else is involved in the recording and those recordings are not passed on to a third party."
Thanks Borednow. I am aware I don't need to inform them, but if I am placing an order the chances are if I follow that up with a complaint about the product I won't be speaking to the same person and I can play back the call to anyone until my hearts content
It will also be a good indication of what their customer service is like at a time where I can change my mind on ordering their product. If they have a problem with me recording the call when placing an order, then I have no confidence they are going to supply me correctly.
I think you will find that it is normal business practice to terminate all phone calls once the company knows a recording is being made, particularly during a commercial transaction.
This isn't indicative of the quality of customer service, product or the company, it's just good business commonsense. No company can control all employees' comments at all times.
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