I apologise for the length of this post, but I thought I would share my experiences over the last eight days or so, in trying to get a line check carried out by Orange.
My reasons for wanting to progress the complaint via email were;
1. I have hearing difficulties which means that I have a problem understanding telephone conversations in general, and greater difficulty in understanding conversations with people whose native tongue is not English.
2. Past dealings with Orange have taught me the importance of keeping a written record of all communications.
3. I do not see why I should have to pay for the privilege of getting Orange address my problem.
This is a summary of events:
26 Jul 08 Intermittent fault on main telephone line reported to Orange via website.Details given - Name, Email address, Username, Telephone number, Operating System and details of problem.
Reply received from Sachin asking for Name, Email address, Telephone number (already supplied), Date of birth, Postcode and two characters of Password.
I replied with details requested.
27 Jul 08 Email received from Alka asking which Landline was affected (already supplied), any error code or message, and details of the fault (already supplied)
I replied with the information requested.
Email received from Saumhil asking me to telephone Home Phone Technical Support. Calls charged at National Rate.
I replied to say that I preferred all dealings with Orange to be conducted in writing so that I could keep a record. I asked them to provide an email address I could use.
Email received from Ashish asking me to carry out the usual checks which I did and reported back that the problem still existed and could they confirm that they were refusing to supply a contact email address to a long standing customer with a legitimate problem. (I have been with Freeserve/ Wanadoo/Orange for 10-12 years with no previous problems)
28 Jul 08 Email received from Manish asking me to confirm whether the problem was on the Land Line or the Second Line connected to Livebox.
I replied with the information requested but also pointed out that it had been supplied twice aleady. I also pointed out that I was not happy with the way the problem was being handled and requested that my complaint be passed to someone who could deal with it individually and in a proper manner.
29 Jul 08 Email received from Vaidyanath requesting me to telephone the Home Support Team.
I replied expressing my dissatisfaction with their support and requesting again that my concerns were dealt with properly otherwise I intended to pursue that matter via the ISPA. Their procedure clearly states that a complaint can be made bu email, letter, telephone call, or in person.
Reply received from Shveta requesting that I ring the Home Phone Support Team
I replied that I intended to pursue my complaint via email and requested that it be passed to someone who could deal with it properly.
30 Jul 08 Email received from Shane requesting that I now contact the Broadband Customer Support Team (as opposed to the Home Telephone Support Team) via telephone (at national rates)
I replied stating that I was unhappy at receiving yet another “pre-prepared cover all” reply which bears little or no relevance to my particular complaint. I asked again for an email address which I could use to contact someone able to address my complaint in the proper manner.
Email received from Akbarali requesting me to contact the Broadband Support Team (calls charged at 5p per minute)
I replied pointing out that I had now requested Three TIMES that my complaint be given proper attention and asking for it to be passed to someone capable of dealing with it in a proper manner.
Email received from Sachin saying that they understood I did not wish to call the Home Phone Technical Team I could write to them via snail mail at an address provided.
I replied to say that I believed they were now being deliberately obstructive.If the problem can be dealt with by Snail Mail then why can it not be dealt with by email which is obviously much more efficient and cost effective.
Email received from Rohan saying that he had tried to telephone me but could not get through.
I replied to say that the reason he could not get through was that there was a fault on the line which had been reported – TO THEM.In any case, as I had pointed out several times, I wished the complaint to be handled by email as I was noe making a record of all communications in order to make an official complaint.
Another Email received from Rohan stating that they had arranged a TELEPHONE call back and could I give him a time slot.
31 Jul 08 I replied to say that I wished all communications to be in writing.
received another email from Rohan requesting a time slot for a telephone call back.
I replied once more pointing out that I insisted on all communications being in writing.
2 Aug 08 Email received from Siddharth advising me to telephone the Home Phone Support Team (5p per min flat rate)He went on the say that if I did NOT wish to complain (??) I could write to a snail mail address and I would get a response within 5 days.
He pointed out that it would speed up my complaint if I could include the following information – Email address, Telephone number, date of birth, full postal address, Password (all already provided several times)
I replied stating that I did not understand what was meant by “if you do not wish to complain” write to the following address.
I also asked how the provision of my email address would “speed things up” when they could not, or would not, handle the problem by email.I pointed out that the situation was becoming sillier and siller.
Email received from Saumhil requesting me to write to the snail mail address or alternatively ring the Home Phone Technical team.
I replied saying that, as they were fully aware, I wished my complaint to be handled by email. I requested that they pass the matter to someone who was able to address the problem properly under the terms of the ISPA Procedure.
3 Aug 08 Email received from Vijit requesting, unbelievably, that I provide a time slot for them to institute a TELEPHONE call back.
Replied to say that I wished my complaint to be handled by email and requesting that they pass the matter to someone who was able to address the problem properly under the terms of the ISPA Procedure.
3 Aug 08 Telephone call received at 6:59am on a Sunday Morning from a male with a heavy Indian accent.
I emailed Orange letting them know my annoyance at being telephoned despite my insistence on written communication only.
I informed them that I will be reporting this matter to the relevant authorites, along with copies of all emails exchanged between us, with a view to taking further action, as I considered their action to be intimidatory and totally unacceptable.
Emailed received from Akbarali saying that the issue cannot be resolved by email and requesting that I provide a time slot for them to telephone me.
I replied requesting answers to the two questions I had posed previously in order that I could consider what action was available to me to have the matter resolved.
Email received from Smitha advising me to send my complaint to the address previously supplied.
Replied to say that I now felt that any complaint made directly to Orange would be met with the usual mixture of arrogance and downright incompetence and that I now intend to seek action via OFCOM, the ISPA and, hopefully, BBC Watchdog.
Approx 11:00am another telephone call received from OrangeSupervisor Gillien Pomen.Even though I was furious that my wishes had been ignored again, I tried to explain to her the reasons for my insistence on written communication with Orange which are:
1. I wish to keep a written record of any dealings with Orange
2. I am not comfortable using the telephone due to personal hearing loss
3. The fact that very few, if any, of Orange’s staff have English as their native tongue makes any telephone conversation much more difficult for me to understand.
She was polite and tried to be helpful but her heavy accent made it difficult for me to understand.I did however manage to get her to confirm that, if I did not agree to Orange’s conditions and procedures, they were unable to pursue the complaint.
In NINE days I had emails from 16 different Support Staff. I also received Three telephone calls despite repeatedly and specifically stating to Orange that I was not prepared to communicate by telephone.
Hi i have had simelar problems you are like me and disabled Orange have to abide by your request to e mail you
i took them to task for the same i complained and took it to their arbtration scheme and got equivelant to ababout £300
if you are still having problems use this e mail to get at them...
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Edit by Admin:
Sorry all - We were contacted by this Orange Department and asked to remove the email address as they are unable to deal with broadband help
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...they are in the uk and understand english the fact is they need to get their house in order
Good luck
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