You may have read my extremely l-o-n-g post elsewhere in this forum, but in a nutshell I was without any broadband service for 18 days, entirely through Orange's fault (which they admitted to).
During the course of the 22 calls I had to make before my connection was restored, I was promised £80.00 in compensation to cover the downtime, all my calls, and costs incurred through subscriptions to on-line services that I could not access.
I was promised £80.00 by two different people who said a note of it had been made in my record.
When the £80.00 was not forthcoming, but they still took 40-odd quid out of my account for my monthly phone/broadband bill (!!), I called Orange on 28 April and asked them where my £80.00 was. They advised me that it would be paid into my bank account on 2nd May.
It's now 10th May and no £80.00 has been paid! I have just spent the usual frustrating 20 minutes or so on the line asking about my £80.00 compensation, to be told that there is NO RECORD of this on my account and that I won't be receiving anything as it is a "free" broadband service !!
This is despite being told by two other operatives that the £80.00 would be paid! The customer "service" rep was very rude, kept interrupting me and basically said I was going to get zilch in compensation. When I asked him why his colleagues had been lying to me he said he couldn't comment.
I am absolutely livid. Not only are Orange guilty of the worst customer service in the whole world, they are blatant liars as well.
I am going to take them to the Small Claims Court and get my 80 quid from them, whatever it takes!
I have just received a call from a "Mr Thompson" from so-called customer services at Orange. He said he was in receipt of a 10-page document from me in which I had detailed all the dates and times of calls I had had to make in response to the fact I was without BB for 18 days. I don't have to relate to any of you just how frustrating and stressful it is having to contact Orange; we've all been there otherwise this web site wouldn't exist.
Anyway, the conversation went as follows:
Him: Is that Mrs King?
Me: Yes, it is.
Him: This is Mr Thompson from Orange Customer Services.
Me: Oh yes?
Him: I have in my hand here a 10-page document that you sent in.
Me: Oh yes?
Him: First of all, I must say I find your attitude absolutely disgusting, after all the help (!!) we've given you!
Me: (Incredulous) You find MY attitude disgusting?! And after all WHAT help you've given me?
Him: I've read the document and it is all lies, you are a liar, none of those things happened and you are being accusatory and telling lies
Me: (shaking with disbelief and anger) How DARE you speak to a customer like that! How DARE you!
Him: I will speak to you however I wish!
Me: What did you say your name was?
Him: Mr Thompson
Me: Oh, you're first name is "Mister" is it? What's your full name?
Him: I'm not going to tell you.
Me: Why is that?
Him: Because I choose not to.
Me: Oh, you're ashamed are you, is that it?
Him: No, I'm not ashamed, but you should be!
Me: (speechless in utter silent disbelief)
Him: Are you still there?
Me: Yes, I'm here, I'm just struck speechless.
Him: It doesn't sound like it!
Me: I just can't believe you work in customer services. Your attitude stinks. I cannot believe you would speak to a customer in such a manner. Haven't you ever heard the saying "the customer is always right?"
Him: Yes, but that doesn't apply to problem customers like you!
Me: I have been an Orange customer for seven years. The problems are with Orange, not with me!
Him: We can do without customers like you! I'm going to arrange for the contract to be cancelled.
Me: By all means. Please do that, and I will go home and cancel my direct debit.
Him: We will still be taking the money off you, but you won't get the service!
Me: You'll get nothing from me, because I'm cancelling it. Look, you've read the document, can you really blame me if I'm angry? Would you have put up with this type of appalling service from anywhere?
Him: You are just being awkward. You are a problem customer.
Me: I'm not continuing this conversation. The next time you hear from me will be in court, because I'm taking you to court.
Him: Are you threatening me?
Me: Yes, I AM threatening you! I am not prepared to put up with any more of this fiasco.
(I hung up the phone at this point, absolutely shaking with anger)
He tried several times to call back, but I ignored the call. He then left a message on my voicemail saying it was impossible to hold a civil conversation with me. He also kept calling and calling. This is harrassment now.
I am sitting here in utter disbelief. Instead of offering an apology for the farcical, non-service and having a modicum of sympathy, he had the complete nerve to accuse ME of being disgusting, of being a liar, of being abusing - none of which is remotely true.
I am personally going to see to it that this person is sacked. This just defies belief.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
debbiek61 wrote:
This is an update to my earlier post today.
I have just received a call from a "Mr Thompson" from so-called customer services at Orange. He said he was in receipt of a 10-page document from me in which I had detailed all the dates and times of calls I had had to make in response to the fact I was without BB for 18 days. I don't have to relate to any of you just how frustrating and stressful it is having to contact Orange; we've all been there otherwise this web site wouldn't exist.
Anyway, the conversation went as follows:
Him: Is that Mrs King?
Me: Yes, it is.
Him: This is Mr Thompson from Orange Customer Services.
Me: Oh yes?
Him: I have in my hand here a 10-page document that you sent in.
Me: Oh yes?
Him: First of all, I must say I find your attitude absolutely disgusting, after all the help (!!) we've given you!
Wow! You got a callback Do you have that recorded?
Quote:
He tried several times to call back, but I ignored the call. He then left a message on my voicemail saying it was impossible to hold a civil conversation with me. He also kept calling and calling. This is harrassment now.
I am sitting here in utter disbelief. Instead of offering an apology for the farcical, non-service and having a modicum of sympathy, he had the complete nerve to accuse ME of being disgusting, of being a liar, of being abusing - none of which is remotely true.
I am personally going to see to it that this person is sacked. This just defies belief.
Make sure you keep the voicemails. I'd contact places like Watchdog and www.theregister.co.uk to give Orange the "publicity". I'd also contact OFCOM to find out what their position is on ISP representatives acting like this.
If the calls are upsetting you then contact BT, but it's probably better to have his rants recorded. If it gets really bad then contact the police.
I was promised £80.00 by two different people who said a note of it had been made in my record.
When the £80.00 was not forthcoming, but they still took 40-odd quid out of my account for my monthly phone/broadband bill (!!), I called Orange on 28 April and asked them where my £80.00 was. They advised me that it would be paid into my bank account on 2nd May.
It's now 10th May and no £80.00 has been paid! I have just spent the usual frustrating 20 minutes or so on the line asking about my £80.00 compensation, to be told that there is NO RECORD of this on my account and that I won't be receiving anything as it is a "free" broadband service !!
This is despite being told by two other operatives that the £80.00 would be paid! The customer "service" rep was very rude, kept interrupting me and basically said I was going to get zilch in compensation. When I asked him why his colleagues had been lying to me he said he couldn't comment.
I am absolutely livid. Not only are Orange guilty of the worst customer service in the whole world, they are blatant liars as well.
I am going to take them to the Small Claims Court and get my 80 quid from them, whatever it takes!
How did you resolve this in the end?? I am facing a very similar situation...promised £££ to cover the costs of dial-up incurred while my broadband was down for 2 months (following a change of address), confirmed by several people that it was in my notes, but now Orange are claiming there is no record that I was promised this money. To add to the problems, although I have requested a copy of my notes, they have still not arrived. I have asked again for them to be sent. We shall see. I fully expect there will be no mention of this in my notes, as I believe my notes have been altered with the relevent information deleted. I would like to know what is the best course of action to take my complaint further, and to finally get this resolved.
It's unlikely that any of your notes have been deleted. If there are even facities to delete notes they are given to very very few. At least the first 3 levels of staff don't get that ability.
How would you explain this? It seems to be much more than mere incompetence. At least 3 separate people promised me this money, and assured me it was noted in my record. Either there is a pre-meditated plan to lie to me by virtually the whole staff of customer services, or they are lying to me now, or someone has deleted the relevant information from my notes. All of those options are pretty despicable. I cannot think of another explanation.
In fact I even predicted this would happen. I asked a customer service representative that the promise of what is owed to me to be put into writing. He said they couldn't do that. I told him I was worried that when I tried to claim the money I would be told there was no such promise. He said he understood my concerns and assured me it was recorded in my notes and that I could request a copy of my notes to be sent to me by writing to Orange. As I mentioned in my previous post, those notes have not been forthcoming, and Orange is in fact claiming I never was promised this money. Just as I predicted.
Can anyone suggest how I can resolve this and claim what I am owed?
Hi Lefty, I did eventually get my £80.00 back. I went into my local Orange retail shop, spoke to the Branch Manager, explained to him the whole saga and said that, whilst I realised he was a retail manager selling phones and nothing to do with broadband, he was still an Orange employee and, as such, should "own the problem".
He got someone on the phone while I waited and he spoke to them first, explaining the whole sorry saga. I then spoke to the person, took their name and details and (with the phone on loudspeaker so there were witnesses) got them to agree to pay me the £80.00.
A couple of days later the £80.00 was credited to my account.
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Do you have that recorded?
