Just received a letter from customer care regarding my claim for phone call charges. They have knocked me back and in their letter go on to tell me that calls to tech services are made at the customers discretion. They also go on to say that their representatives are fully trained and are monitored on a regular basis to ensure that all information is true and accurate.
The fact that my equipment or software was not at fault seems to make no difference to them. In effect I shouldn't have had to make any calls whatsoever as the problem was not with me or my gear!
How do I know this? Simple. As well as my PC downstairs that has been checked by all these wonderful techie folk I have a PC upstairs on which the settings have never changed or been altered since my broadband was installed and when I got back online this PC fired up and logged on without any probs.
My advice then, if you're getting no joy on the phone after the first few calls is save your money! Don't bother telephoning them again!
Just write a registered letter to head office and address it to The managing director That way you can cut out all the crap and buck passing. Then make a couple of copies and send them straight off to ISPA and OFCOM as well as emailing both the latter.
Keep copies yourself.
Go to my webpage (at the bottom of this post) and copy and paste a message there into an email and send it to as many people as you know, asking them to do the same.
Even if you only send to 2 people and they do the same the message will spread out rapidly and reciprocaly. Ie 2 becomes 4 becomes 8 etc!
Talk to as many people as you can about your problems and pass on links to this website and any others that support fair service for a fair price!
Keep digging away folks and keep putting the boot in.
Remember: Be like a Dog with a bone
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Orange Fightback
When you have to contact tech support, you're going to get 4 out of 5 representatives being low paid, unhappy, young people who feel resentful towards the company, and the customer (usually because of unreasonable targets like fix the problem in 10 minutes or else, when there's 40 calls in the queue and they just want the time to fix the problem and the freedom to call back rather than listening to another person shouting about the 40 minute wait and the 15 calls they've previously made where noone's helped (usually because the agent is thick or not bothered). <br><br>
anyway, excuse the tangent, most of your problems can be solved by email, at least up until the point of line tests, they can point you in the right direction. line tests need to be done while the modem is definitely switched on and the line can be guaranteed to be clear. intrusive line tests can cut out your phone, and non-intrusive ones are designed for you to be on the phone at the time. so obviously they can't be done by email. <br><br>
fact is, a company with over 500,000 customers can't possibly employ the sheer manpower to monitor all of those connections, so they need the customer to tell them when something is going wrong. I won't accuse Orange of anything, because im familiar enough with companies in general, and isps in specific, to know that this is common practise. Your tech agent won't have a specific email address, or phone number, so it's completely pot luck. they can't call you back because there's other people that need their help. Treat the support guys fairly and they'll treat you the same.
fact is, a company with over 500,000 customers can't possibly employ the sheer manpower to monitor all of those connections, so they need the customer to tell them when something is going wrong. I won't accuse Orange of anything, because im familiar enough with companies in general, and isps in specific, to know that this is common practise. Your tech agent won't have a specific email address, or phone number, so it's completely pot luck. they can't call you back because there's other people that need their help. Treat the support guys fairly and they'll treat you the same.
In general:
It's not the employees who are at fault but rather the company that fails to make provision, through poor planning and lack of attention to the employment of the correct caliber of staff etc for sorting out potential faults that may occur due to the amount of customers it has on its books!
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Orange Fightback
In general it seems that these days a lot of companies, especially the servicing sector with its need to balance engineer to work load ratio are failing to meet the standards that they promise will be adhered to!
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Orange Fightback
fact is, a company with over 500,000 customers can't possibly employ the sheer manpower to monitor all of those connections, so they need the customer to tell them when something is going wrong.
Its 2007, we're in the 21st century. Used to work for a telecoms company that has, like most telecoms company's, intelligent monitoring system manned by real engineers capable of using those sytems and proactively reacting. It was not run by sheer volumes of manpower. Now maybe Orange has such a system but has the wrong people in place to monitor and proactively react. In which case they would be aswell consigning that system along with the operators to the scrapheap.
Quote:
Treat the support guys fairly and they'll treat you the same.
Does'nt get the problem resolved though. Being fair is fine but there comes a point when being Mr Nice Guy is achieving nothing, which is quite often the case, at which point you find yourself upping the anti. I think its called frustration. I would not regard them as support, more telephonists who have been given a crib sheet to read of and once at the end of that sheet the last line says' call us back in 5 days'
Just received a letter from customer care regarding my claim for phone call charges. They have knocked me back and in their letter go on to tell me that calls to tech services are made at the customers discretion. They also go on to say that their representatives are fully trained and are monitored on a regular basis to ensure that all information is true and accurate.
The fact that my equipment or software was not at fault seems to make no difference to them. In effect I shouldn't have had to make any calls whatsoever as the problem was not with me or my gear!
How do I know this? Simple. As well as my PC downstairs that has been checked by all these wonderful techie folk I have a PC upstairs on which the settings have never changed or been altered since my broadband was installed and when I got back online this PC fired up and logged on without any probs.
I'm confused. Are you saying your BB is working fine on another PC? If so, then that would suggest that there is a problem with your other PC. And if that is the case then how is it Orange's fault?
When I began having problems, both my PCs would not log on and had the same error messages.
After contacting Orange all the tests they do which in my case was quite a few, were done using my PC downstairs; the one upstairs was not touched at all during the time I was unable to get bb.
After contacting ispa etc I was offered a call back by a techie who did exactly what I and umpteen other folk at Orange had done and set up my connection again manually and hey presto I got online and was told by the techie that doing this seems to correct the problem. I explained that this had been done on several occassions without success and he then come clean about not really being savvy as to all the problems going on as LLU was new technology and there had been a lot of glitches.
Now get this:
When I switched on my PC upstairs that hadn't been touched since the failure to get bb started, it logged on without a problem, thereby proving that it had nothing whatsoever to do with resetting connections manually.
Wasn't that clear before?
Maybe it was my fault for not explaining that my PCs are running independant of each other on a starter pack. There's not a problem with regards the modems clashing because only one PC is used at any one time.
Does that clear things up?
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Orange Fightback
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