Orange Customer Services!!! what a joke

And30280 · 20-09-2003, 23:02

Well Where do I begin!!!

I have been on Oranges Everyday 50 now for about 3 years and never had any problems upgrading my phone until recently

The guy in the shop tries to change my contract Yeah whatever!!!

I have got 2 phones on the one contract (one for me one for my girlfriend) and so went into my local Orange shop and wanted to upgrade from my 2 8810 to the new 6110 so the guy in the shop says Yeah no problem if you do one upgrade from here and one from Orange we will charge you a £50 upgrade fee and Orange customer services will send you another free of charge.

No problem I say and pay my £50 and get 1 new shiny 6110 yippee and another one will be delivered in 7 days time......... 7 days pass and no phone so call Orange they say they sent it and contact Citylink courier Call them they say its on the van today I wait and wait and no phone call back city link and they say that they have tried to deliver it 6 times in the week and now orange have recalled it City link in there wise wisdom were not able to find my house even though I have a valid uk postcode and its not that hard to find but still they managed it but I am yet to my main problem which is Orange then deny they have it back with them even though I give the reference no to Orange and what building it has been redelivered to So I speak to a services manager who plainly denies that they have it and whilst thinking I am on hold starts to slate me to someone else and when I talk to her again she tries to back track and starts being all apologetic not good enough demand to speak to her boss..

Speak to her boss and although she seems to want to help doesnt all I ask her to do is to authorise me to pick one up from the orange shop and to send one to the shop instead of my house No she says because it may get mixed up with the shops stock and cause the shop bother!!!!! is it run by children how hard is it really!!!!

Anyway say to her that its not good enough and to cancel the phone order and say I may go to another network and she says ok then.

So here I am a customer who spends £100 a month for the past 36 months at least and she is letting me walk away how bad is that for customer services Get me a job there be as rude as you want and get away with.

If anyone senior from orange reads this I still have thier details lol.

So no my dilemma do I stay or should i go.

P.S still only got 1 upgrade buggers
stupid buggars

*Joe* · 21-09-2003, 02:23

OMG, that is pretty bad. I only had one experience with orange CS, and that was helping my techno-illitirate mother try to order a replacement phone for the one she left in the rain. So we called orange CS from france on my phone (nice cheap call) got through. They say it will be £80, they can't deliver abroad, will have to wait till back in england. My mother says thats fine but askes that her prepaid holiday minutes £100 could be transfered to another account (mine) so she could still use them. the CS guy said no, she said, why not, you have barred my account until a new phone arrives, its not like I can use them, they will expire and I will have wasted £100. (BTW my mum spends about £100-£150 a month on calls with orange).
So then guess what the CS guy says "well move to a different provider then sweetheart, we are a company NOT a charity" and he cuts us off.
Unfortunatly we didn't get his name, otherwise it would have been a pretty nasty call to management.

Donkey · 21-09-2003, 09:13

I think Orange sucks as well.

I am a pay as you go customer, and bought a £50 voucher to get my off peak calls for 5p a minute.

Recently, they dropped this and I am now charged 10p a minute, effectively halfing the value of my top up (assuming I use the phone only off peak).

No warning was given, but I found out through Digital Spy what was going on, and rang them. They said this only applied to new top up cards, and my existing minutes would be guaranteed on the old rate.

*ULLSHIT!!! The next call I did I checked, and I was being charged the new rate.

THEY NOW HAVE THE GALL IN THEIR NEW MARKETING CAMPAIGN TO GO ON ABOUT "ORANGE FAIR".

I think Orange should consider changing its name to LEMON.

Shan't complain again. Just wait until the minutes are gone, bin the phone and go to a different provider.

Donkey · 21-09-2003, 09:14

.

sb123 · 21-09-2003, 14:10

If you are having problems with Orange then the Executive Office should be able to help. They seem to have the power to resolve problems that normal CS cannot.

Orange executive office
executive.office@orange.co.uk
50 George Street
LONDON
W1U 7DZ
020 7984 1886
0870 8700862

Simon.

Everything Goes · 21-09-2003, 16:34

Look on the bright side 3's customer service is much, much worse

lee18xx · 21-09-2003, 19:40

I phoned Orange CS up about 6 weeks ago to request the PAC number for my sisters phone number so it can be transferred to o2 Pay-nd-Go Online.

She'd been with Orange for 4 years, topping up an average of £15 a week (totals up £3120). When I asked for the PAC code the lady on the other end asks why the code was needed, and when I explained what for she plainly says; "Oh I'm sorry sir, but we cannot give out PAC codes if you want to transfer your number to o2, its a network compatability problem. Why don't you ask o2 for an easy to remember phone number, say its for an elderly person"

I was shocked at this comment!

F**k this! Armed with my sister's phone and her new o2 sim card, I marched off down to the Orange Retail Shop. The bloke there tells me its obvious the lady on the phone couldn't be bothered to go through the trouble, and that there is no such problem with o2 and Orange PAC codes. When I mentioned what she said about easy-to-remember numbers, he was gobsmacked.

Whilst I was there, he phoned up Orange on behalf of me for another attempt. It was all go from there, and within 5 days the number had transferred.

From what everyone has said, Orange CS need to sort themselves out. I've never had problems with Vodafone or T-Mobile. Maybe it would take a Mystery Caller from OFTEL to get it through to them that customers are not the enemy!!

tjclague · 21-09-2003, 22:24

lol i think they shud. i've been with orange 4 about 3 yrs and i've neva had any trouble with them. well actually i hav. on my first fone i bought a £50 top up card so i cud get half pice texting. howeva, wen my fone i got stolen, i bought a new 1 and asked for the balance to my new fone, and they did tht. but they dint transfer over the half price txting

. so tht was v. annoying. but i aint had ne otha bad experiences, they're still my fave network, even if ther charges go up loads

tjc

*Joe* · 21-09-2003, 22:27

this is true. Even with their shite c/s. I would never switch providers. Most of their stuff is good. Call pricing, phone prices, extra services, etc.... I have always been on orange, I had an o2 phone as well for 6 months, but they were actually even more crap.

tjclague · 21-09-2003, 22:35

yeh.where i live the people in the shop dont no anything either, so if something lyk that hapened in my area i wuld b a bit stuk... i was on payg and they kept on giving me pay monthly numbers to call. stupid fools..
tjc

jra · 22-09-2003, 04:56

I ordered an Orange PAYG phone over the internet and it arrived without the battery cover.

So after various phone calls and e-mails, I was sent a battery cover.

Other service providers (Vodafone and T-Mobile) have managed to pack a phone without any parts missing.

badbob · 22-09-2003, 12:01

The Orange Executive Office is not responsible for CS complaints as this is a part of the parent company (Orange SA).

For complaints to CS please contact....

Customer Services
Orange PCS Limited
St. James Court
Great Park Road
Bradley Stoke
Bristol
BS32 4QJ

badbob · 22-09-2003, 12:04

May I also add that Orange do not pack the phones. They are packaged by the vendors (Nokia / Ericsson etc...) who package them with Orange branding on our behalf.

It is embarrasing for Orange when the vendors do not do their job properly, as this reflects on us. But that was a manufacturer issue, not an Orange one.

jra · 22-09-2003, 15:15

Quote:

Originally posted by badbob
May I also add that Orange do not pack the phones. They are packaged by the vendors (Nokia / Ericsson etc...) who package them with Orange branding on our behalf.

It is embarrasing for Orange when the vendors do not do their job properly, as this reflects on us. But that was a manufacturer issue, not an Orange one.

Fair enough, but it is natural to assume it is down to Orange as they are the people dealing with the order and delivery.

Most people (unless they knew what you said) would automatically consider it an 'Orange problem' rather than a phone manufacturer's problem.

The phone in question was a Motorola.

RSK · 22-09-2003, 18:27

Quote:

Originally posted by Everything Goes
Look on the bright side 3's customer service is much, much worse

It'd be rude to leave O2 out of this!!! Their customer service is pretty poor, too!

badbob · 22-09-2003, 20:13

That is why it is embarrasing for Orange when these things happen. People do naturally assume that it is the networks fault.

We have strict quality control in place before a product gets branded with the Orange stamp, but even the most comprehensive quality control cannot stop every problem.

No company has perfect customer services. Orange just seems to be worse than a few others. Telewest have one of the worst customer services teams i have ever had the misfortune to deal with, and SWEB are not much better.

Like most customer care teams, persistence will win them over, and it is unfortunate that it has to be done this way.

Regards, badbob

20-09-2003, 23:02	#1
And30280 Forum Member Join Date: Apr 2003 Posts: 12	Orange Customer Services!!! what a joke Well Where do I begin!!! I have been on Oranges Everyday 50 now for about 3 years and never had any problems upgrading my phone until recently The guy in the shop tries to change my contract Yeah whatever!!! I have got 2 phones on the one contract (one for me one for my girlfriend) and so went into my local Orange shop and wanted to upgrade from my 2 8810 to the new 6110 so the guy in the shop says Yeah no problem if you do one upgrade from here and one from Orange we will charge you a £50 upgrade fee and Orange customer services will send you another free of charge. No problem I say and pay my £50 and get 1 new shiny 6110 yippee and another one will be delivered in 7 days time......... 7 days pass and no phone so call Orange they say they sent it and contact Citylink courier Call them they say its on the van today I wait and wait and no phone call back city link and they say that they have tried to deliver it 6 times in the week and now orange have recalled it City link in there wise wisdom were not able to find my house even though I have a valid uk postcode and its not that hard to find but still they managed it but I am yet to my main problem which is Orange then deny they have it back with them even though I give the reference no to Orange and what building it has been redelivered to So I speak to a services manager who plainly denies that they have it and whilst thinking I am on hold starts to slate me to someone else and when I talk to her again she tries to back track and starts being all apologetic not good enough demand to speak to her boss.. Speak to her boss and although she seems to want to help doesnt all I ask her to do is to authorise me to pick one up from the orange shop and to send one to the shop instead of my house No she says because it may get mixed up with the shops stock and cause the shop bother!!!!! is it run by children how hard is it really!!!! Anyway say to her that its not good enough and to cancel the phone order and say I may go to another network and she says ok then. So here I am a customer who spends £100 a month for the past 36 months at least and she is letting me walk away how bad is that for customer services Get me a job there be as rude as you want and get away with. If anyone senior from orange reads this I still have thier details lol. So no my dilemma do I stay or should i go. P.S still only got 1 upgrade buggers stupid buggars

21-09-2003, 02:23	#2
Joe Forum Member Join Date: Apr 2003 Location: Coventry Posts: 3,007	OMG, that is pretty bad. I only had one experience with orange CS, and that was helping my techno-illitirate mother try to order a replacement phone for the one she left in the rain. So we called orange CS from france on my phone (nice cheap call) got through. They say it will be £80, they can't deliver abroad, will have to wait till back in england. My mother says thats fine but askes that her prepaid holiday minutes £100 could be transfered to another account (mine) so she could still use them. the CS guy said no, she said, why not, you have barred my account until a new phone arrives, its not like I can use them, they will expire and I will have wasted £100. (BTW my mum spends about £100-£150 a month on calls with orange). So then guess what the CS guy says "well move to a different provider then sweetheart, we are a company NOT a charity" and he cuts us off. Unfortunatly we didn't get his name, otherwise it would have been a pretty nasty call to management.

21-09-2003, 09:13	#3
Donkey Forum Member Join Date: Aug 2002 Location: Plymouth Posts: 871	I think Orange sucks as well. I am a pay as you go customer, and bought a £50 voucher to get my off peak calls for 5p a minute. Recently, they dropped this and I am now charged 10p a minute, effectively halfing the value of my top up (assuming I use the phone only off peak). No warning was given, but I found out through Digital Spy what was going on, and rang them. They said this only applied to new top up cards, and my existing minutes would be guaranteed on the old rate. *ULLSHIT!!! The next call I did I checked, and I was being charged the new rate. THEY NOW HAVE THE GALL IN THEIR NEW MARKETING CAMPAIGN TO GO ON ABOUT "ORANGE FAIR". I think Orange should consider changing its name to LEMON. Shan't complain again. Just wait until the minutes are gone, bin the phone and go to a different provider.

21-09-2003, 09:14	#4
Donkey Forum Member Join Date: Aug 2002 Location: Plymouth Posts: 871	.

21-09-2003, 14:10	#5
sb123 Forum Member Join Date: Aug 2003 Posts: 1,865	If you are having problems with Orange then the Executive Office should be able to help. They seem to have the power to resolve problems that normal CS cannot. Orange executive office executive.office@orange.co.uk 50 George Street LONDON W1U 7DZ 020 7984 1886 0870 8700862 Simon.

21-09-2003, 16:34	#6
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Look on the bright side 3's customer service is much, much worse

21-09-2003, 19:40	#7
lee18xx Forum Member Join Date: Jul 2003 Location: UK Posts: 2,794	I phoned Orange CS up about 6 weeks ago to request the PAC number for my sisters phone number so it can be transferred to o2 Pay-nd-Go Online. She'd been with Orange for 4 years, topping up an average of £15 a week (totals up £3120). When I asked for the PAC code the lady on the other end asks why the code was needed, and when I explained what for she plainly says; "Oh I'm sorry sir, but we cannot give out PAC codes if you want to transfer your number to o2, its a network compatability problem. Why don't you ask o2 for an easy to remember phone number, say its for an elderly person" I was shocked at this comment! F**k this! Armed with my sister's phone and her new o2 sim card, I marched off down to the Orange Retail Shop. The bloke there tells me its obvious the lady on the phone couldn't be bothered to go through the trouble, and that there is no such problem with o2 and Orange PAC codes. When I mentioned what she said about easy-to-remember numbers, he was gobsmacked. Whilst I was there, he phoned up Orange on behalf of me for another attempt. It was all go from there, and within 5 days the number had transferred. From what everyone has said, Orange CS need to sort themselves out. I've never had problems with Vodafone or T-Mobile. Maybe it would take a Mystery Caller from OFTEL to get it through to them that customers are not the enemy!!

21-09-2003, 22:24	#8
tjclague Forum Member Join Date: Aug 2003 Location: Reading Posts: 370	lol i think they shud. i've been with orange 4 about 3 yrs and i've neva had any trouble with them. well actually i hav. on my first fone i bought a £50 top up card so i cud get half pice texting. howeva, wen my fone i got stolen, i bought a new 1 and asked for the balance to my new fone, and they did tht. but they dint transfer over the half price txting . so tht was v. annoying. but i aint had ne otha bad experiences, they're still my fave network, even if ther charges go up loads tjc

21-09-2003, 22:27	#9
Joe Forum Member Join Date: Apr 2003 Location: Coventry Posts: 3,007	this is true. Even with their shite c/s. I would never switch providers. Most of their stuff is good. Call pricing, phone prices, extra services, etc.... I have always been on orange, I had an o2 phone as well for 6 months, but they were actually even more crap.

21-09-2003, 22:35	#10
tjclague Forum Member Join Date: Aug 2003 Location: Reading Posts: 370	yeh.where i live the people in the shop dont no anything either, so if something lyk that hapened in my area i wuld b a bit stuk... i was on payg and they kept on giving me pay monthly numbers to call. stupid fools.. tjc

22-09-2003, 04:56	#11
jra Forum Member Join Date: Jan 2002 Posts: 40,658	I ordered an Orange PAYG phone over the internet and it arrived without the battery cover. So after various phone calls and e-mails, I was sent a battery cover. Other service providers (Vodafone and T-Mobile) have managed to pack a phone without any parts missing.

22-09-2003, 12:01	#12
badbob Forum Member Join Date: Sep 2003 Location: Wishaw, North Lanarkshire Posts: 17	The Orange Executive Office is not responsible for CS complaints as this is a part of the parent company (Orange SA). For complaints to CS please contact.... Customer Services Orange PCS Limited St. James Court Great Park Road Bradley Stoke Bristol BS32 4QJ

22-09-2003, 12:04	#13
badbob Forum Member Join Date: Sep 2003 Location: Wishaw, North Lanarkshire Posts: 17	May I also add that Orange do not pack the phones. They are packaged by the vendors (Nokia / Ericsson etc...) who package them with Orange branding on our behalf. It is embarrasing for Orange when the vendors do not do their job properly, as this reflects on us. But that was a manufacturer issue, not an Orange one.

22-09-2003, 15:15	#14
jra Forum Member Join Date: Jan 2002 Posts: 40,658	Quote: Originally posted by badbob May I also add that Orange do not pack the phones. They are packaged by the vendors (Nokia / Ericsson etc...) who package them with Orange branding on our behalf. It is embarrasing for Orange when the vendors do not do their job properly, as this reflects on us. But that was a manufacturer issue, not an Orange one. Fair enough, but it is natural to assume it is down to Orange as they are the people dealing with the order and delivery. Most people (unless they knew what you said) would automatically consider it an 'Orange problem' rather than a phone manufacturer's problem. The phone in question was a Motorola.

22-09-2003, 18:27	#15
RSK Forum Member Join Date: Sep 2003 Location: Warwickshire Posts: 115	Quote: Originally posted by Everything Goes Look on the bright side 3's customer service is much, much worse It'd be rude to leave O2 out of this!!! Their customer service is pretty poor, too!

22-09-2003, 20:13	#16
badbob Forum Member Join Date: Sep 2003 Location: Wishaw, North Lanarkshire Posts: 17	That is why it is embarrasing for Orange when these things happen. People do naturally assume that it is the networks fault. We have strict quality control in place before a product gets branded with the Orange stamp, but even the most comprehensive quality control cannot stop every problem. No company has perfect customer services. Orange just seems to be worse than a few others. Telewest have one of the worst customer services teams i have ever had the misfortune to deal with, and SWEB are not much better. Like most customer care teams, persistence will win them over, and it is unfortunate that it has to be done this way. Regards, badbob

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Orange Customer Services!!! what a joke