One major shortcoming (amongst many, I know) of Orange's approach to fault management appears to be that no one person, or team of people, appears to have ownership of any particular fault - so it is left to us, the customers, to keep pestering for updates and remedial action.
I get the impression that, if I didn't keep ringing and asking for a progress report and complaining that my fault has not been fixed, that Orange would automatically close the fault down (again), flag my account as 100% working, and keep sucking away at my credit-card.
The best service I have received so far is when TS staff have taken my case to heart and carried work forward into the next day - chasing the faults team etc and trying, at least, to get update info to me. I get the impression though, that they are "bending the rules" and would be in trouble if they were forund out, rather than getting the praise they deserve.
So, could you kind folk with an inside view of Orange please explain what processes, if any, are in place to ensure that faults get fixed and the customer kept informed of progress?
For the rest of us, what improvements should/could Orange make in the way they handle fault reports?
Within Orange it's always the same. You have to ring to find out anything, we have so many customers that we can't have one specific person to deal with one problem. But we now have escalations who can now take over these problems if you feel that us reps aint helpin. I'm generally good with my customers and help them all the way. what meg are you on?
Put simply -
Orange do not care about their customers.
If they did they would try and sort problems, including my 2 week disconnection and withholding my MAC code, instead of giving excuses and making things up over the phone.
The day I left Orange was a very happy one, they have destroyed the broadband service which was fine with Wanadoo and Freeserve.
Nobody seriously expects one person to be dedicated to each call, but when a fault has been identified and Orange are not waiting for customer action, it should be someones responsibility to make sure that the fault diagnosis or resolution is progressed.
I do not expect, when I phone up for a progress report, to be told that the fault has been "automatically closed". If Orangeare waiting for customer action, then Orange should persue the customer - by phone or email - to remind them what to do and to provide feedback.
Just because Orange are a large company with a large customer base is no excuse. If anything, orange have more resources to apply - if they chose to.
Most other IT companies and ISP's I deal with have some sort of ticketing system that assigns a unique reference to each incident, and, usually, one TS will be assigned responsibility for the fault - even when they subsequently hand it off to second or third line. Part of their role is to keep the customer informed of progress and chase the internal teams if no feedback is forthcoming. Many companies have parts of this process automated - with automatic customer updates and/or a web-based interface to the fault system so that customers can see quickly, cheaply and accurately, that the problem is being worked on.
When I report a problem then, I usually get a reference number and a contact name and phone number. I know who to contact for updates, and they are familiar with the state of play both with troubleshooting and investigation. I do not need to repeat the basic troubleshooting steps over and over gain when nothing has changed. I do not need to relate the story over and over again because the notes that the company has in its system are a patchwork of sometimes complete misintepretations of the facts.
It should not be just the customer that escalates faults. Orange's internal processes should automatically escalate faults - for a customer to be without their contracted service for weeks on end is bad enough. When the customer also has to undertake the fault management role as well it is not surprising you encounter the bitterness that many on this site express and I certainly share.
Andy is right, nobody in Orange cares about their customers. I don't mean that hard-working and conscientious people like yourself in the frontline- you are cannon-fodder and have to follow the rules (or bend them and face the consequences). The people that don't appear to care are those responsible for running customer service and technical support, who appear to be doing little to bring their organisation's customer support offering up to reasonable standard.
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
