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Best/worst customer service?


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Old 24-04-2013, 12:11
Scoopie
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Hi, just wondering in your opinions which networks have the best/worst customer service?

Daughter having a bit of a time with Orange at the minute!

Are any of them actually any good with their customer service or are most pretty poor?

Thanks.
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Old 24-04-2013, 12:18
jabbamk1
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They're all as bad as each other to be honest. I've heard horror stories from all networks.

The only one i'd actually rate as good would be O2. They have great customer support.
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Old 24-04-2013, 12:35
JFC
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If you have a look at EE's Facebook page at the moment they seem to be leading by a country mile for title or worst cs.

Three have improved massively recently
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Old 24-04-2013, 12:57
enapace
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O2 probably have the best customer service [Only thing they are good at]
Vodafone is probably next best
Three is third best at moment but slowly increasing to rival vodafone.
EE has the absolute worst customer service.
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Old 24-04-2013, 13:10
The Lord Lucan
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Three by a mile. Vodafone customer service in general is ok but it has a pretty shocking billing dept.

Never had a problem with EE (Orange) but i think i used to/still get better Customer service as original iPhone customers got free premium CServ. My other half when on Orange used to have to wait a good few minutes to get an agent but if i tried, normally within a minute.. still to this day it's like that.

With EE (4G) it seems to have improved (but we're both on business tariffs so not sure if it makes a difference)

O2 has good customer service to a degree... which is good because the 3G network IN MY OPINON currently stinks.
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Old 24-04-2013, 13:16
Anika Hanson
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Best: O2
Worst: 3
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Old 24-04-2013, 14:05
mred2000
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http://forums.digitalspy.co.uk/showthread.php?t=1812124

In my experience of Orange and O2 I'd say the figures are spot on.
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Old 24-04-2013, 14:15
BKM
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Hi, just wondering in your opinions which networks have the best/worst customer service?

Daughter having a bit of a time with Orange at the minute!
My worst experiences with poor CS have also been with Orange - but they did give me a PAC when I finally lost patience with them!
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Old 24-04-2013, 14:28
jabbamk1
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O2 probably have the best customer service [Only thing they are good at]
Vodafone is probably next best
Three is third best at moment but slowly increasing to rival vodafone.
EE has the absolute worst customer service.
This is pretty accurate. But there are always exceptions and different experiences with all.

Three by a mile. Vodafone customer service in general is ok but it has a pretty shocking billing dept.

Never had a problem with EE (Orange) but i think i used to/still get better Customer service as original iPhone customers got free premium CServ. My other half when on Orange used to have to wait a good few minutes to get an agent but if i tried, normally within a minute.. still to this day it's like that.

With EE (4G) it seems to have improved (but we're both on business tariffs so not sure if it makes a difference)

O2 has good customer service to a degree... which is good because the 3G network IN MY OPINON currently stinks.
I wouldn't say Three are that bad compared to others. They've definitely improved a lot since i've been with them. They're nowhere near the best but i've had good experiences with them each time.

EE have average customer service, but the majority of complaints seem to be coming from price increase anger and network upgrade anger (which is understandable) so that's why they're currently bottom of the ratings table.
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Old 24-04-2013, 14:28
gother
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in my experience
best - orange
worst - three
second worst - giffgaff because of the hassle i had getting my pac code from them.
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Old 24-04-2013, 17:03
BKM
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second worst - giffgaff because of the hassle i had getting my pac code from them.
That's surprising! I "asked an agent" who immediately pointed me towards a button in "My GiffGaff" to request the PAC. By far the least hassle of anyone as no-one tried to talk me out of it and the function was built-in to the user interface.

Totally unlike Orange - who spent a LONG!! time arguing hard with me before finally sending me it (and by post as I recall!)
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Old 24-04-2013, 17:06
BKM
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I wouldn't say Three are that bad compared to others. They've definitely improved a lot since i've been with them. They're nowhere near the best but i've had good experiences with them each time.
Not that I need to contact mobile firms that often but - totally from postings in this forum - it may be that Three are (or used to be!) hard to extract a PAC out of!

Mind you they cannot be any worse than Orange in that respect!
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Old 24-04-2013, 17:50
lost boy
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That's surprising! I "asked an agent" who immediately pointed me towards a button in "My GiffGaff" to request the PAC. By far the least hassle of anyone as no-one tried to talk me out of it and the function was built-in to the user interface.

Totally unlike Orange - who spent a LONG!! time arguing hard with me before finally sending me it (and by post as I recall!)
Agreed about giffgaff - as you say there's a button on the website under 'my giffgaff', or you can call 43431 from the giffgaff handset. Frankly they make it pretty easy, as long as the request doesn't fail of course.

As for Orange - you did better than me. I remember a (rather nasty) two and a half hour phone call attempting to get a PAC out of Orange before... unsuccessfully so.

Anyway...

Hi, just wondering in your opinions which networks have the best/worst customer service?

Daughter having a bit of a time with Orange at the minute!

Are any of them actually any good with their customer service or are most pretty poor?

Thanks.
As has been said you'll find horror stories for all of them quite easily. In my experience though:

Does wilfully lying to customers count as bad customer service? If so, then Orange by a country mile. Granted not every single member of their staff is at it, but I found that for every one that is not, there are several who are. I'm not even going to mention their phone queues... Vodafone are hot on their heels (minus all the lying) - I found that unless you get through to Scotland then you might just as well hang up straight away and ring back.

As far as the good guys go - I found O2 customer service was generally good. Other than cheerfully telling porky pies about their coverage they were generally rather proactive in resolving issues... just a shame their coverage wasn't as effective. Three's contact centre has always been good to me too, particularly when responding to emails - I'll admit though that they can be terribly slow, which can drive some people wild.
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Old 24-04-2013, 17:57
KieranDS
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Out of the networks I've been on (3, Vodafone, O2, Orange)

Best
Vodafone (even if I do have trouble understanding the customer service agents, my issues are always sorted out ASAP. Their e-mail/Twitter is also very helpful.)
O2 (generally okay)
Orange (poor)
3 (this was several years ago, and I believe they have made massive improvements.)
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Old 24-04-2013, 20:38
wrexham103.4
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O2 best.

T mobile not great but then again not bad

EE business - brilliant
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Old 24-04-2013, 21:29
drivel
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I'd vote O2 for best.
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Old 24-04-2013, 21:38
moox
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Orange CS does not impress me. They once refused to talk to me about my account because I "sounded too young". This is interesting considering I apparently sound much older than my age (people are always surprised when I tell them how old I actually am).

I don't have much to say about the other networks, I have never really had any problems dealing with them.
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Old 25-04-2013, 10:09
Bagov
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EE are definitely the worst, and I work for them. The problem is that,no matter how dedicated the staff-member is to doing their job and helping the customer, their hands are tied by a fantastically complex bureacratical system for getting things done. I work in an EE shop, at the sharp end, and I've seen some heart-breaking failures of customer care, and have spent hours trying to resolve other people's screw-ups. It's doubly annoying because sorting admin/accounting problems should NOT be my job. My job is to sell, and we are under VERY heavy pressure to achieve targets: time spent sitting in front of a justifiably angry customer waiting in a call-queue attempting to get a bill changed to what it should be is time I cannot be doing my real job. Things have started to improve over the last few months, but there's a hell of a lot more to do.
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Old 25-04-2013, 12:55
danielmeah
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I think three are the best. granted its offshore. they seem to generally want to help and fix things. for example i got a 20 refund this month because of local mast problems (Heavily congested) dispite me only paying 15.
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