I am sitting in utter disbelief this evening about the continuing SAGA that I and my family have had with Orange customer care over several months now.
Our broadband service never worked. They would not discuss this with us on the telephone because they had misrecorded our personal details and thus we failed the security checks. They would not cancel the account for the same reason. So we had a service that was not working, that they would not discuss with us, that we could not cancel and yet they continued to expect payment for!!!
We ended up stopping the direct debit to them as there was no other way to solve this ridiculous situation, but they continued to place a marker on the line and still refused to talk to us! We have finally now arranged for the account to be closed, but customer care has been utterly obtuse and have insisted that their marker won't be lifted until the end of December. What is particularly shocking is that I don't live at that address any longer, so they are placing a marker on my family telephone line when the registered account holder lives elsewhere!
I will not be using Orange again now or at any time in the future. I have registered a formal complaint today and fully intend to take this further if it is not resolved satisfactorily. Where am I best to take this next? I also intend to spread the word and let other people know about the terrible service I have received. Would Watchdog listen to this do you think?
Have other people had a comparibly unprofessional, unethical and completely farcical experience?!
if you had failed the security questions then whoever youve spoke to when youve phoned up are just doing their job and covering their backs and being professional by not taking the call furthur as per the data protection act
if you had failed the security questions then whoever youve spoke to when youve phoned up are just doing their job and covering their backs and being professional by not taking the call furthur as per the data protection act
No, you are wrong.
A professional would have offered a solution to the customer's problem.
Time and time again, this is the situation with Orange, you either do not or cannot offer a solution.
So they come onto this site and get solutions instead.
no because of the data protection act if a customer does not pass security checks they cannot take the call furthur otherwise they are risking their job
LISTEN : the Data Protection Act does not prevent a professional assisting a customer who has a problem which has been caused by that professional.
You check with Richard Thomas, the Information Commissioner.
Unfortuantly the burden of proof is on you at this point and there is a process to follow. Usually you write in with the details and any proof needed and then they get everything changed over to the correct details.
Failure to log data correctly then refusal to enter into discussions for its correction, would contravene any quality procedures they might have. So one does begin to question if procedures are formalised.
Nobody, as yet, has been able to confirm that Orange's broadband service has quality accreditation.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
