I work for Orange, and I was directed to this site in light of the recent security breach. I don't want to say much more about myself as I don't know if I'm breaking any rules by posting on here.
Here's some figures for you. Wanadoo currently have some 22,000,000 customers. It's estimated that about 600,000 customers have ongoing problems, just under 3%.
A large number of customers seem to be under the impression that us Wanadoo/Orange agents sit here thinking, 'OK lets spin this chap some lies and really wind him up'. We work from the information given to us by the customer (which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING), and the (very) basic training we receive. We are human beings and thus, are less inclined to feel compassionate about your situation upon receiving a torrent of abuse and obscenities. A lot of customers with ongoing problems seem to expect the agent to accept the abuse because they have called so many times before. Bear in mind, it is likely that the agent you are shouting at has not dealt with the account before, and is likely to take the abuse as a personal attack.
So, customers of Orange, next time you think about calling tech support, try and get someone competent to make the call (for f**** sake, some of them can't even give the name of their operating system), don't hold a screaming baby next to the phone, and PLEASE at least try to give us something to go on (as I said, "I can't get online", or, "It says Page cannot be Displayed", tells us NOTHING).
Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur. You were warned, so shut the f*** up and stop complaining.
I'm truly sorry if this sounds harsh but I'm sick of taking abuse from disgruntled end users.
That is all,
XeniX
_________________ Signature:
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Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
XeniX
Why do Orange feel the need to have a restraining order on Watchdog - they must have been expecting them to call ??
Nice self-indulgent moan. Your attitude says volumes about the company you work for, the standard of help your customers receive and your own shortcomings. Nice tactic, tell the customers they are at fault for complaining.....troll season anyone?
Never been happier to be an ex-customer than right now....
"Here's some figures for you. Wanadoo currently have some 22,000,000 customers. It's estimated that about 600,000 customers have ongoing problems, just under 3%."
Err !
I don't think Wanadoo, who are now Orange, or hadn't you noticed, have 22,000,000 Internet customers!
Are you getting mixed up with Oranges TOTAL CUSTOMER BASE, Internet + phones etc.?
It appears then that Orangeare happy to have 600,000 customers with problems, and that's only a conservative estimate, it's still over half a million unhappy bunnies !
"A lot of customers with ongoing problems seem to expect the agent to accept the abuse because they have called so many times before."
Why have they got ongoing problems ? why have they had to " call in so many times before", ? usually because of previous abysmal service and being lied to!
"We work from the information given to us by the customer (which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING), and the (very) basic training we receive."
You seem to forget that you are the trained experts, there to solve our problems, and in most instances the information given to you is the only information available from non trained customers . Any agent worth their salt would have the skills to glean the required information from the customer.
"So, customers of Orange, next time you think about calling tech support, try and get someone competent to make the call"
And can Orange make sure that someone competent answers the call?
"(as I said, "I can't get online", or, "It says Page cannot be Displayed", tells us NOTHING). "
Yes it does, if a customer "can't get on line" or "page can not be displayed" that is his problem to be solved by you. It is up to you to ask for the information you need to solve his problem, do you think we phone up just for the fun of it and to pass away a few hours of spare time, no we phone up to hopefully get our problem solved first time,
"Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its call centres."
Wrong again no company or individual is above the law, so who's the prat?
What have Orange to fear from Watchdog ? it couldn't be the truth coming out could it ? They would be given the opportunity to address their side!
"In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur."
Yes I have read the T&C, have you? I agree in the terms and conditions it states that problems may occur. and we all accept this. I can not find in the T&C where it says that I have to put up with abysmally poor customer service, and that I must endure faults that take 3 months to resolve!
"You were warned, so shut the f*** up and stop complaining. "
Nope I won't stop complaining until I get what I pay for. Wouldn't it be great if we didn't have to complain, problem being it's the only way to get something done, eventually!
"I work for Orange, and I was directed to this site in light of the recent security breach. I don't want to say much more about myself as I don't know if I'm breaking any rules by posting on here. "
This suggests that you have not read the terms and conditions of your contract of employment, . A bit rich I must say coming from someone who berates customers for alledgely not reading / understanding their T&C !
"I'm truly sorry if this sounds harsh but I'm sick of taking abuse from disgruntled end users."
Don't you think disgruntled end users are sick and tired of being passed from pillar to post for weeks on end and getting no results?
You can leave the problems behind when you go home we have the problem 24/7 until solved!
The answer to this is in your hands, either persue it with your management TO PROVIDE A DECENT, HONEST, COMPETENT, KNOWELEDGEABLE CUSTOMER SERVICE or CHANGE YOUR JOB!
Simple.
Reading between the lines of your post my latter suggestion would appear to be your best option!
I work for Orange, and I was directed to this site in light of the recent security breach. I don't want to say much more about myself as I don't know if I'm breaking any rules by posting on here.
This inspires a great deal of confidence in your competence, honesty and quality of the information you've provided here.
cruxx wrote:
Here's some figures for you. Wanadoo currently have some 22,000,000 customers. It's estimated that about 600,000 customers have ongoing problems, just under 3%.
Presumably those 600,000 customers are ALL signed up to Wanadoo/Orange for internet, that would make around 50% of internet customers who are dissatisfied with the service. We can all shift the goalposts. Your figures are completely irrelevant.
cruxx wrote:
A large number of customers seem to be under the impression that us Wanadoo/Orange agents sit here thinking, 'OK lets spin this chap some lies and really wind him up'. We work from the information given to us by the customer (which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING), and the (very) basic training we receive.
Actually, if other customers are like myself they're thinking 'It would appear that 'Technical Support' is a misnomer on two counts.'. Quite frankly, the first thing that usually goes through my mind is 'Why are these ill-trained buffoons defending their company'. Recently I managed to get through to a competent member of Wanadoo's Support team. I could tell they were competent because the first thing they said was 'I'm not going to lie to you, this problem is entirely Wanadoo's fault. I'm not going to try to shift the blame to BT, or suggest that you try to do anything at your end which would be futile.' The reason that 3% of customers are unhappy is that fewer than 3% of employees are qualified to do their jobs.
cruxx wrote:
We are human beings and thus, are less inclined to feel compassionate about your situation upon receiving a torrent of abuse and obscenities. A lot of customers with ongoing problems seem to expect the agent to accept the abuse because they have called so many times before. Bear in mind, it is likely that the agent you are shouting at has not dealt with the account before, and is likely to take the abuse as a personal attack.
This is rather presumptious isn't it? Are you suggesting that every single person who calls Technical Support immediately jumps into a tirade of abuse? Ridiculous. I have only once become angry with an employee of Wanadoo. This was after a string of lies told to me by said employee, to cover her own incompetence. I shall be contacting Orange's head office to direct them to this post as an example of the training that their employees are clearly in desperate need of in matters of 'communication and sensitivity'.
cruxx wrote:
So, customers of Orange, next time you think about calling tech support, try and get someone competent to make the call (for f**** sake, some of them can't even give the name of their operating system), don't hold a screaming baby next to the phone, and PLEASE at least try to give us something to go on (as I said, "I can't get online", or, "It says Page cannot be Displayed", tells us NOTHING).
'Hi, my operating system is Windows XP'. Explain how this makes any difference whatsoever when the problem is with; a) missing/undelivered parts, b) Wanadoo database errors, c) increases in linespeed which are promised but not forthcoming. At this point I would like to inform you that I am a fully qualified IT tech. When something goes wrong with my PC, or with a peripheral connected to the PC, assume that I will personally check every possible solution before calling 'Technical Support'.
Presumably you wish to know my OS so that you can 'guide' me through creating a 'new connection', for example? This was the suggestion made by a Technical Support operative at Wanadoo when a problem with my account led to Customer Support viewing my service as live, and Tech Support viewing details that suggested my service had been deprovisioned.
Anyone with an OUNCE of common sense would immediately realise that this problem is at Wanadoo's end, not mine. With this fact established, the only possible motivation for wasting my time with 'making a new connection' would be to keep me on the phone, in order to make money from the phone call.
If the sum knowledge of your Tech Support department's abilities is setting up a modem to connect to an ADSL connection, no wonder you're incapable of helping customers with their problems.
cruxx wrote:
Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
Interesting. You appear to be under the impression that Watchdog operate legal representation for those wishing to file a claim against a large company. I think that you'll find most people visiting either the CAB, or a solicitor, if they wish to know whether they have a case against Wanadoo. It is heartening to know that Wanadoo's staff have such a brilliant understanding of the British legal system.
cruxx wrote:
In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur. You were warned, so shut the f*** up and stop complaining.
Would these be the same Terms and Conditions that quite clearly state that - 'Before we can be sure that we can provide you with the Broadband Access Service we (Wanadoo (now Orange ofc)) must: successfully activate the Broadband Access Service.'? Contrary to this claim, there was a direct debit set up 8 days prior to Wanadoo providing me with adsl. As Wanadoo/Orange have already breached their own Ts and Cs prior to my being subject to them, Wanadoo/Orange are, in fact, already liable.
Additionally: 'We will provide you with the Broadband Access Service using reasonable skill and care and in accordance with the provisions of the Broadband Agreement.'
Finally:
13. GENERAL - COMPLAINTS PROCEDURE
13.1 If you have a complaint about any aspect of the Services or the Payment Handling Services, please let us know by calling Customer Support and we will endeavour to resolve any complaints as soon as is reasonably possible.
13.2 If you are not satisfied that your complaint has been resolved, you can escalate your issue, by following the procedure set out in the Code of Practice available here. Once your complaint has been fully investigated we shall reply back to you.
13.3 The above notification provisions will apply irrespective of which Orange Company supplies you with the service about which you complain. We undertake to ensure that the complaint is resolved by the correct Orange Company responsible for such service and such process will be co-ordinated by the Customer Action Team.
Would you like to comment on your company's liability were they to be found in breach of the aforementioned terms and conditions?
cruxx wrote:
I'm truly sorry if this sounds harsh but I'm sick of taking abuse from disgruntled end users.
That is all,
XeniX
Then I would question your choice of careers. By definition, your job is 'dealing with disgruntled customers'. This is akin to applying for a job as a sewerage operative, then whining because it involved climbing down man-holes into filth, stink and nastiness.
I'm fairly confident that anybody at Orange with any clout who finds themself reading your post will be less than overjoyed to discover the attitude of their Technical Support staff represented in this manner.
Thanks, 1 step. I'v become increasingly disgusted by the 'support' staff at wanadorange, and their capacity for poor quality service. I don't particularly mind that they're poorly trained. It's more that they don't put up their hands and say 'uuhhm, actually, I'm a little confused by this and don't really know what I should do next so I'll put you on to someone competent'.
Even when offered this as a get-out, they still refuse to give it up. A recent conversation went something like this:-
"Hello, my name is 'whateveritwas'. You're through to Customer Support, how can I help you?"
"Hi, just thought I'd phone up again and ask about my missing modem and whether I'll be getting the speed increase I've been promised since moving house."
"OK, can you tell me your full name and your telephone number?"
(I provide the details)
"Could you tell me the first and last letters in your password?"
(And again)
"Right, give me a minute, I'm just waiting for your account details to come up on the screen."
(If this is the case, how can they double check my personal details and password beforehand?)
"Right, I'm just looking here, I can see you ordered a modem from us in March, is that right?"
"Actually, no, that isn't correct. I requested that I be taken off the Wireless and Talk package, and put onto a normal adsl package as I have lost all faith with the flashing wedge you provided. The modem was ordered on my behalf as an alternative to the livebox, and I'm told a small plastic sack should arrive for me to return said wedge. Unfortunately, I discovered (via parcelforce btw) that you apparently sent the new modem to my old address. I have since requested that a replacement be sent out at least once every 5 days."
"I can't see any record of that on your account, sir."
"Really? So no replacement has ever been sent to my new address?"
"Not according to the details on the screen."
"Amazing. Would you care to comment on why this would be the case, considering the number of calls I've made?"
"If it had been ordered it would be on my screen, sir."
"Are you suggesting that I haven't made any calls on this matter?"
"I can order you a new modem to be sent out, sir."
"That would be nice, and could you make sure you make a note of it on my account please?"
"Anything else I can help you with?"
"Yes, I mentioned my speed increase."
"What speed are you on now, sir?"
"I'm on 512kb, I've been promised an upgrade to 1Mb since November. This was the speed at which I was originally told I'd be connected after moving to this address from my old address - the one you sent the modem to. I have been told on an almost fortnightly basis that Wanadoo is going to bump me up to 1Mb, yet this hasn't happened."
"Well, let me just check the-"
"Don't bother. The line can take it, I'm 1.4 Km from the exchange, with an excellent signal. The exchange is also Max enabled, meaning another company would already have me on 3Mb or more."
"OK, there will be a charge of £20."
I went on to explain that I'd already paid an upgrade fee at my previous address, and was unwilling to pay to have my line upgraded to the speed it was originally ordered at. Especially when I'd already been informed some 20+ times that I'd be regraded for free. When she refused to comply with these earlier promises I asked for a MAC, which she failed to provide.
If she was correct, which I assume she was, then none of the requests I've put in for a new modem + speed increase have actually gone further than the ears of the CS operative I was speaking to at any given time. This is somewhat worrying, especially when the call charges start to add up.
I'm currently contemplating a switch to BT. Say what you will about BT, they usually employ competent and trained staff. Orange are supposedly providing a Max service as of July. If I get a free upgrade to adsl Max through Wanadoo, I'll stick around. Otherwise its time for some ship-jumpery.
Still haven't got my modem btw. The speed increase went through last week, more than half a year late .
If you're not on a contract and can stand to have some downtime, then I really would suggest leaving this awful company either by MAC or cease & reprovide if you're stuck on LLU. Orange and Wanadoo were quite bad enough as separate entities but now they are a useless, amorphous mass of a company who need to cut costs and jobs, things will only get worse for customers, hence the style and language of one of their employees starting this thread.
I work for Orange, and I was directed to this site in light of the recent security breach. I don't want to say much more about myself as I don't know if I'm breaking any rules by posting on here.
Here's some figures for you. Wanadoo currently have some 22,000,000 customers. It's estimated that about 600,000 customers have ongoing problems, just under 3%.
A large number of customers seem to be under the impression that us Wanadoo/Orange agents sit here thinking, 'OK lets spin this chap some lies and really wind him up'. We work from the information given to us by the customer (which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING), and the (very) basic training we receive. We are human beings and thus, are less inclined to feel compassionate about your situation upon receiving a torrent of abuse and obscenities. A lot of customers with ongoing problems seem to expect the agent to accept the abuse because they have called so many times before. Bear in mind, it is likely that the agent you are shouting at has not dealt with the account before, and is likely to take the abuse as a personal attack.
So, customers of Orange, next time you think about calling tech support, try and get someone competent to make the call (for f**** sake, some of them can't even give the name of their operating system), don't hold a screaming baby next to the phone, and PLEASE at least try to give us something to go on (as I said, "I can't get online", or, "It says Page cannot be Displayed", tells us NOTHING).
Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur. You were warned, so shut the f*** up and stop complaining.
I'm truly sorry if this sounds harsh but I'm sick of taking abuse from disgruntled end users.
That is all,
XeniX
Whats your problem!
If i worked at Orange i would give you the sack for giving the company a bad name!
even if
Quote:
XeniX
Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
Customers can still take Orange to a small claims court or seek legal action else where!
Quote:
XeniX
In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur. You were warned, so shut the f*** up and stop complaining.
No one here is going to shut up because you said so!
The fact you can't write a message with out sweering makes you sound like a lamer who wants to start a flame war!
I work for Orange, and I was directed to this site in light of the recent security breach. I don't want to say much more about myself as I don't know if I'm breaking any rules by posting on here.
Here's some figures for you. Wanadoo currently have some 22,000,000 customers. It's estimated that about 600,000 customers have ongoing problems, just under 3%.
A large number of customers seem to be under the impression that us Wanadoo/Orange agents sit here thinking, 'OK lets spin this chap some lies and really wind him up'. We work from the information given to us by the customer (which, I might add, is usually abysmally poor. For your information, saying "It doesn't work", or, "It says page not displayed", tells us NOTHING), and the (very) basic training we receive. We are human beings and thus, are less inclined to feel compassionate about your situation upon receiving a torrent of abuse and obscenities. A lot of customers with ongoing problems seem to expect the agent to accept the abuse because they have called so many times before. Bear in mind, it is likely that the agent you are shouting at has not dealt with the account before, and is likely to take the abuse as a personal attack.
So, customers of Orange, next time you think about calling tech support, try and get someone competent to make the call (for f**** sake, some of them can't even give the name of their operating system), don't hold a screaming baby next to the phone, and PLEASE at least try to give us something to go on (as I said, "I can't get online", or, "It says Page cannot be Displayed", tells us NOTHING).
Another point I would like to make, those of you who continually threaten us with legal action, you are making an utter prat of yourself. Orange currently have a restraining order in place that prevents any representative of Watchdog from entering any of its callcentres.
In conclusion, if you had read the terms and conditions when you signed up, you would be aware that the problems you are experiencing may occur. You were warned, so shut the f*** up and stop complaining.
I'm truly sorry if this sounds harsh but I'm sick of taking abuse from disgruntled end users.
That is all,
XeniX
people dont listen to this fool.
The problem with Orange broadband customer support is to get the amount of people to answer their calls, they need to hire people that will work silly shifts. Therefore, they are forced to hire dozens of 16 and 17 yr olds who work straight after leaving college for the day.
dont get me wrong, as a team leader i have coached, trained and assessed most of these and they continually surpass all my standards and the standards set by Orange.
Admittedley, there are some punks (very few) who think they are the proverbial dogs b****x who have the attitude of this fool above called XeniX. he is a reflection of his age demographic, not the customer service as a whole.
I work on behalf of Orange in a office not far from rotherham for the 3rd party company called ventura, who run the customer service and tech and everything else for Orange Broadband (orange do not have ANY of their own staff in any call centres for internet, they all work on behalf of Ventura, Garlands or IBM who manage their call centres).
this email goes to a little team at Orange themselves somewhere in Leeds who can get anything and everything sorted out called the CUSTOMER ACTION TEAM (C.A.T) (all director level complaints are actually dealt with here, all the suits do is sign the letters after this team has put a response together)
Anyway, sorry to have rambled on. people, you need help on a non-account specific query, send me an email or reply to this post.
WATCHYOURBACK
P.S. 22,000,000 CUSTOMERS? FOR THE REAL AMOUNT OF CUSTOMER WITH Orange BROADBAND, TAKE THAT NUMBER AND DIVIDE IT BY TEN. HONEST!!
The problem with Orange broadband customer support is to get the amount of people to answer their calls, they need to hire people that will work silly shifts. Therefore, they are forced to hire dozens of 16 and 17 yr olds who work straight after leaving college for the day.
dont get me wrong, as a team leader i have coached, trained and assessed most of these and they continually surpass all my standards and the standards set by Orange.
Admittedley, there are some punks (very few) who think they are the proverbial dogs b****x who have the attitude of this fool above called XeniX. he is a reflection of his age demographic, not the customer service as a whole.
I work on behalf of Orange in a office not far from rotherham for the 3rd party company called ventura, who run the customer service and tech and everything else for Orange Broadband (orange do not have ANY of their own staff in any call centres for internet, they all work on behalf of Ventura, Garlands or IBM who manage their call centres).
this email goes to a little team at Orange themselves somewhere in Leeds who can get anything and everything sorted out called the CUSTOMER ACTION TEAM (C.A.T) (all director level complaints are actually dealt with here, all the suits do is sign the letters after this team has put a response together)
Anyway, sorry to have rambled on. people, you need help on a non-account specific query, send me an email or reply to this post.
WATCHYOURBACK
P.S. 22,000,000 CUSTOMERS? FOR THE REAL AMOUNT OF CUSTOMER WITH Orange BROADBAND, TAKE THAT NUMBER AND DIVIDE IT BY TEN. HONEST!!
I think that we've taken it as a given that the fool is, indeed, to be ignored.
The trouble is, whilst I'm ready to believe in your claim that you train quality staff members, this clearly isn't the norm at Orange. It speaks volumes that they need external aid in training their staff, and suggests that Orange themselves suffer from a shortage of trained team-leaders and managers that are capable of doing this in the first place.
Orange would have no problems whatsoever if they cut Customer Support and Tech Support out of the equation, and instead diverted all calls immediately to one of the escalations or provisions teams. I would suggest that 90%+ of dissatisfied customers are primarily unhappy with the abyssmal attitude, skill and level of honesty shown by CS/TS. When you actually get beyond these trained monkeys the speed of resolution is usually excellent. In short, why must I make a minimum of 5 phone calls before getting through to a competent member of staff, via a slightly-less-incompetent-than-normal Customer Support operative?
I must, however, thank WYB for offering constructive feedback on this thread. The nature of your post suggests that you do, in fact, understand the essence of communication with customers that goes beyond 'I can't do anything about it' (seemingly the favourite CS response). I'm putting an email together to send to the address you suggested. Thanks a lot for your time and the professional attitude of your post, which shames the half-wit further up.
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Your attitude says volumes about the company you work for, the standard of help your customers receive and your own shortcomings. Nice tactic, tell the customers they are at fault for complaining.....troll season anyone? 
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