How many e-mails does it take to get a reply from Orange customer services? I know it sounds like a bad joke but does anyone know? I have sent over half a dozen e-mails regarding several issues with the Wanadoo / Orange Jukebox fiasco over the past 2 1/2 weeks and have yet to receive a reply.
Whats more at least Wanadoo used to publish technical helpline numbers on their website that were reasonably accessible but can anyone tell me where I can find a telephone number to speak to someone at Orange?
Unbelievably I have received an e-mail response from Orange Jukebox technical support within a couple of hour of sending it!!!
A bit of background info. on Sunday night I logged on to Orange Jukebox to see if they had the latest Keane album for download, but Keane apparently don't exist as far as Orange are concerned. When I logged in the credit shown was around £68. I downloaded 2 single tracks that I had already purchased on Wanadoo Jukebox onto a second computer so should not have paid anything. Today I logged in and discovered that the credit balance on my account has reduced by £47 since Sunday and I have not transferred. Here is a copy of my e-mail to them and their reply (their reply is uppermost).
Is it just me getting wound up or is this the lamest response possible? If I could find a way to recover my credit from Orange Jukebox myself I wouldnt have been e-mailing them for the last 2 1/2 weeks to get them to give me the credit balance on Orange Jukebox back!!
"Thank you for contacting us via the Jukebox website.
We have successfully received your e-mail. We want to inform you that the only person capable of modyfing your credit account is you. The credit from your account is the one that transferred from the former Wanadoo service. Many thanks for your understanding.
We hope that this has answered your query. Please don’t hesitate to contact us again if you need more help.
Thank you for choosing Orange for your digital music.
--- Original Message ---
From: ******************** edited by admin!
Received: 07/05/2006 05:47pm Romance Standard Time (GMT + 2:00 )
To:
Subject: Payement problem
Description:
The last time I was logged on to Orange Jukebox my credit was in excess of £68, I cannot remember the exact amount, however I have logged on today to discover that my credit has reduced to £21.02 yet the only tracks that I have downloaded recently are ones that I have already purchased and wanted to transfer to a new computer, and should therefore be free of charge, even so there were only 2 individual tracks at 79p. This is one of many problems that I have experienced since you changed me from Wanadoo Jukebox to Orange Jukebox without informing me and I want a resolution to this problem immediately."
Well I didn't notice that, I actually mean't the address it came from the Jukebox team on. If it looks like a generic department address then it might be handy to post for others to use.
Since I received the e-mail I sent another one back to them with a copy of their original response and again detailed exactly what the problem was and requested that this time they actually read the contents of the e-mail before responding with a stock answer. Not surprisingly I am still waiting for a reply to that one.
The e-mail address I received the original reply from was a departmental Customer Support address.
On a slightly different note I did receive a reply to an e-mail that I sent to od2 (who supplied Wanadoo Jukebox prior to the change) Customer Support. The e-mail was quite long and detailed but the jist of it was that I wanted to get access to the back catalogue of music that I purchased with Wanadoo Jukebox. Unfortunately they could not help and referred the e-mail to Orange Jukebox customer services.
Guess what! I was given detailed instructions of how to download Orange Music Player so I could access the "great new service!!"
I wonder if Orange Jukebox CS use a random phrase generator to respond to e-mails as so far the answers that I have received seem to be unrelated to the contents of the e-mails sent!
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