"Customer Service"? "Technical Support"? Not with Orange! If you are thinking of signing up then my advice is DON'T
I've been with Orange since pre-broadband days, when they were Freeserve and Wanadoo and I've in that time I've only ever had to call for support on one previous occasion and all was sorted quickly - that was back in the Freeserve days when they seemed to care about their customers. Yes, there were days when I couldn't access my emails, or the line was down, but nothing that was insurmountable. Until now ...
Last Monday my router told me that my username and/or password were not being accepted and to call my ISP - which I duly did, to be told by the accounts department that my account was fine and to call Technical Support. Technical Support decided that there must be a fault with the line. I told them that no, the line was fine, it was my username and password. To no avail - they promised to organise a linecheck and update me.
The next day I receive a mobile message telling me an update is available and to phone Technical Services. I phone. There is no update, but would I mind trying to enter my username and password again - I do. The support person seems to think I am stupid and that even after all these years I obviously have no idea of either my username or password ... I enter, and re-enter and re-enter again before she admits that perhaps there is a problem. They will look into it.
Wednesday I receive another "We've an update" message. I phone, there is no update. I receive the same message twice on Thursday, another on Friday, yet another on Saturday and another two on Sunday. Each time I phone the number and endure a wait to get through before being asked to enter my username and password - there is no update, they just seem to want to pretend they are doing something! I have now been without internet access for eight days -no one seems the least bit interested in sorting the problem, all they seem to want to do is make more money out of me by making me phone them everyday and sit in a queue to wait for someone to tell me that my internet isn't working.
So last night I decided enough was enough. After being a loyal customer for all these years I cracked and phoned for my MAC code ...
I'm about to do the same for the Orange connection I organised at work and to cancel mine and my families Orange mobile phones. I shall also make sure that I tell everyone and anyone what a lousy, uncaring company Orange now are!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
I don't think that as a company they are uncaring , it's just that their overseas call centre staff are clueless. If when you actually get to speak with UK based staff you start to get somewhere. That's in my experience anyway.
I'm on their LLU service & after the first month of having problems & calling India with the same experience as you it's been very good. Just hope I never get a problem.
I don't think that as a company they are uncaring , it's just that their overseas call centre staff are clueless. If when you actually get to speak with UK based staff you start to get somewhere.
Surely if Orange were taking the needs of their customers seriously, they'd either get rid of the dire operation that is 'Orange CS India', or re-train them properly ?
Sadly this is the issue for many comapnies operating offshore call centres.
Orange currently have 2 call centres in India ( trained by UK staff flown over) and a recent addition is a centre in Manila, Phillipines.
These workers have to have believe it or not, a degree level education to work for Orange. Much less then UK based. The issue is language barriers, PAYG phones and Broadband is based offshore. All i can advise is to request to be transfered to the UK if you cant get your issue across.
As an employee i can 100% confirm that our offshore collegues know what they are doing and have the same systems as us in the UK but the language issue does cause issues.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
network worker wrote:
As an employee i can 100% confirm that our offshore collegues know what they are doing and have the same systems as us in the UK but the language issue does cause issues.
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