I work for Orange broadband and want to spell out what i think of free broadband.
Free broadband for those of you who want it on £30 per month pay cotracts for your phone.
The problems:
Orange has inherited wanadoos systems.
Orange has inherited wanadoo's outsourced staff!
Orange is making no money on this
The problems we have, by the way i work for Orange and always have are that we have a dedicated team at Orange called Convergence. Our staff here although their are only 100 or less of us so give a fu*k. we get paid over the going rate for the job and many of us have a lot of knowledge with computing. We also have our calls monitored and this affects our bonus. we also have a system called ASAT. if you call using your mobile we send a text automatically asking what you think.. If we're bad this affects our bonus again.
Wanadoos systems however have constraints, ie they are really bad. Orange systems arent bad however we have to escalate to people who dont give a s**t!!
Wanadoos staff get paid really poor as they are outsourced. As such they dont care in the slightest. Also if you shout and swear would you want to help if you were in there shoes.
Let me know any questions and i'll see what i can do to answer your queries?
i renewed my phone contract with Orange back in June/July 2006 part of me doing this was that i would then get my broadband for free........
Firstly i was told my name wasnt on the account? so i sent the change of account name form back, orange then replied and told me i was already the a/c holder (i knew that)
by now we are into august and i have already paid 2 months of broadband i shouldnt have paid for, never mind a quick letter back to Orange will sort things out , letter sent august 2nd never receieved a reply.... Ok i will phone "yes sir we will arrange that" me.. " can you send me confirmation in writing?" "yes ok we will"
guess what never receieved anything and another 17.99 comes out in august and again this month..... I have also emailed Orange recently (12 days ago) and havent even received a standard reply..........
Add into this that my wireless connection is awful and Orange wont help (elanha on this site has been far more helpful than your team has)
If you could in anyway help me with this id appreciate it , send me a private message if you would like more details
In defence of the outsourcers some really do care even with the poor pay. I've seen stupid mistakes from all sides and it'll always be a mixed bag no matter what department you get through to as some people will understand and pickup things quicker.
Most of the stuff I suggest on here is what should be suggested when you call, just depends how well the agent understands wireless and their experience as the "scripts" can only go so far.
in response to your request. always call Orange through your mobile to 550 and always ask for the convergence team.
we will sort it out for you and refund any money due. this is probably because we need a code to make it free and this wasnt input earlier, there fore making it charged.
in response to your request. always call Orange through your mobile to 550 and always ask for the convergence team.
we will sort it out for you and refund any money due. this is probably because we need a code to make it free and this wasnt input earlier, there fore making it charged. do not email
Joined: 20 Sep 2006Posts: 15Location: BRADFORD, WEST YORKSHIRE
Nice to see the posts from Coldstream
I have to say that not all my contact with Wanadoo or Orange has been a bad experience.
There are some very patient and experienced people working for the company and as we have a customer service section in our business I know that you can get some really upset individuals on the end of the phone.
I do not blame those workers for the present problems.
Everything starts at the top and works down.
If the boss is doing a good job he will make sure that the environment and tools provided to those on the lower rungs is right and fit for purpose.
The problem is that so many boards are driven by bottom line profits.
I remember years ago in the travel industry the attitude used to be "bums on seats" This philosophy permeates through many other industries and the argument of "as long as we are right more times than we are wrong - we'll be alright".
That is only partly right. Businesses need to consider those customers where they get it wrong.
I cannot believe that the bosses in Orange are not aware of the problems they are facing and sadly we do not see them being honest with the public and admitting these facts. Tell folk straight. Say what is wrong and what you propose to do about it. Keep your integrity intact and you will maintain the trust and support of the consumer public.
Give them bull***t and your business will stagnate and die.
Orange is a major player in the world of telecommunications and has the clout to give good deals to its customers.
Those good workers at Orange have a vested interest in keeping their jobs and for Orange to prosper. Don't just monitor this forum. Respond to it.
This should be as a corporate approach and not only from well-intentioned individuals who want to help or set the record straight.
Come on Eric - I have invited you to respond before. Are you going to pass up a chance of a lifetime. Your company has left me disillusioned and frustrated with my experiences but I am still willing to listen to what you might have to say.
Set up a new section with some meaningful dialogue. Delegate it if you wish but talk to us.
Long time since I posted on this forum. But what has been said hereabout outsourcing needs a little clarification. So here goes:
a) Most companies outsource. So it is not a big deal.
b) HOW well is the outsourced company doing the job should be the concern.
c) If the parent company is cheating, then is it fair to blame the the outsourced company?
In my opinion, Orange is deliberately cheating its customers by:
1) Not admitting wholesale outages.
2) Not having a toll free tech. support number
3) Charging 50p / min for Starter pack customers
4) Blatantly Lying about line test results, very well knowing that their back end systems are not in place.
5) Never apologizing publicly about the LLU problems.
I strongly feel that Orange does not have the values and principles needed by such a large organization. This, in the long (or short: lol) run will ruin one of the best known brands of recent times. I am sure that this post will be monitored by Orange bosses. I have only one thing to ask: How long will you bury your heads in the sand, hoping that the storm will pass? Wake up and smell the coffee........
I agree with you whole heartily marshapc. I myself can’t wait for my year contract to finish so I can ‘jump ship’. I always thought companies couldn’t blatantly lie to their customers, but Wanadoo/Orange has proved me wrong!
Yep, also in aggreement. I've got until March remaining on my contract and even though my connection came back after 2 weeks i'll also be saying a very relieved goodbye to Orange, poor misguided fools that they are. I'm just not prepared to deal with such a set of lying cheating thieves.
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