I've been an Orange mobile customer for years and have always found their customer service to be rather good.
My experience of Wanadoo/Orange Broadband (I've been a customer for almost a year) has been less so. In my year with them I've had connection problems and a faulty Livebox. The connection problems weren't entirely Orange's fault, and unfortunately equipment can break, but my issue is with how the staff, despite the best of intentions, are so poorly equipped to provide good customer service. There seems to be no culture of "customer service" as there is with the mobile side of the business. The emphasis seems to be on ending the call as quickly as possible either by asking you to call back or transferring to another department.
Whenever I've had a problem with my mobile package or a faulty phone the operators I've spoken to take ownership. When the problem is fixed (or even if it isn't) I've received a call from the person I originally spoke to keeping me up to date. Often they haven't given me the news I wanted to hear, but the important thing is they told me - and because it was the one I first spoke to they know what the problem is.
In contrast my problems with broadband are:
- When my account was first set up there was a problem with my BT line. I didn't know this at the time of registering but I would have thought someone would contact me to let me know that there was a problem. Instead I waited and waited for my Livebox to arrive. Eventually I called customer service and they told me that my account had been closed the day after it was set up because of the problem with my phone line. Apparently there isn't a process in place to call customers to let them know this - they just wait for the inevitable call from a now very irate customer.
- My speed was increased (without me requesting it - not that I mind faster speed) but this resulted in me losing connection for over a month. I lost count of the times I called and went through the same checks over and over, being assured it would be fixed "soon" (48hrs, a week, tomorrow, whatever - just get him off the phone). I was never offered a courtesy call to keep me updated. Every time I was told I'd have to call back myself. I had to demand a refund of charges for the time I was without connection.
My problem isn't with the staff themselves - they're no different from anyone else working in a call centre. It's the level of training in dealing with customers and the lack of responsibilty they're given.
Finally, because I have a mobile as well as broadband I have taken advantage of their "free" broadband offer. This was not without its problems (I was told my account had been changed to free but found I'd been billed the following month - apparently it hadn't been changed to the free package at all). But thankfully the operator I spoke to sorted it out and even phoned me a week later to confirm a refund had been given, and all was ok.
I've since learned that if you have the mobile plus free broadband package you are dealt with by operators in the mobile call centre who are now trained in broadband, which may explain a lot. We'll see how it goes. Sorry to ramble.
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
