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Orange - worst customer service ever


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Old 02-01-2009, 19:48
Shiplu
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Just phoned up orange to querie why my £5 credit hasn't been added for transfering number from o2.

Indian call centre guy just said "it will be added in a few minutes and said goodbye and hanged up.

I didn't get the £5 that i was promised.

worsted service I ever experienced.
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Old 02-01-2009, 19:51
darkpaw
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don't they have UK call centres as well?
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Old 02-01-2009, 19:55
Shiplu
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don't they have UK call centres as well?
not sure, i think it depends on what time you call.
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Old 02-01-2009, 19:58
dorset87
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Orange are useless, never again! o2 all the way!
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Old 02-01-2009, 20:30
SuddenImpulse
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The majority of their PAYG is Indian which I find absolutely disgusting.
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Old 02-01-2009, 20:37
darkpaw
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i think DS forum member Carmen Queasy used to work in Orange customer service... and i am fairly sure he's English... and he certainly knows his stuff and is very helpful on this forum to people with Orange problems

so they must have UK call centres but as Shiplu says it could depend on the time of day that you call
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Old 02-01-2009, 20:46
calvin&hobbs
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I'm not having this, no customer services could be as bad as Vodafone,it aint possible
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Old 02-01-2009, 20:49
SuddenImpulse
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i think DS forum member Carmen Queasy used to work in Orange customer service... and i am fairly sure he's English... and he certainly knows his stuff and is very helpful on this forum to people with Orange problems

so they must have UK call centres but as Shiplu says it could depend on the time of day that you call
They don't have to be English to be in a UK callcentre.
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Old 02-01-2009, 20:52
darkpaw
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They don't have to be English to be in a UK callcentre.
true... but if as you say the majority of them are Indian, i would imagine they must have Indian call centres as well as UK ones. i am sure Carmen Queasy would know.
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Old 02-01-2009, 21:24
Dips
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Been with O2 for the past 10 years and I moved to Orange two weeks ago. I've had to call Orange up a few times to set things up and move my number.

I have found Orange CS to be superb. They all seem a bit older than O2's CS who seem to all be students. Orange CS that I have dealt with have all been English and sounded a bit more mature.

Been much more helpful than O2 have, can't really fault them so far.
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Old 02-01-2009, 21:51
chris20
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yea if you get through to uk orange customer its one of the best but if you get through to india its like any one rubbish soon it will all be in the uk.
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Old 02-01-2009, 22:19
SuddenImpulse
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I guess I just don't get this assumption that if a callcente is in the Uk then they're going to be English.
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Old 02-01-2009, 23:03
getstheflak
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Helpdesk mainly India but some UK based
PM Handset Support / Faults mainly Plymouth - Darlington
PAYG India & UK
Premier UK


Not hard and fast rule but in general this is how it is....

Orange is a lot better than most.....
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Old 02-01-2009, 23:05
SuddenImpulse
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There's more to the UK than England you know...
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Old 03-01-2009, 00:18
mabbus-cattus1
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Been with O2 for the past 10 years and I moved to Orange two weeks ago. I've had to call Orange up a few times to set things up and move my number.

I have found Orange CS to be superb. They all seem a bit older than O2's CS who seem to all be students. Orange CS that I have dealt with have all been English and sounded a bit more mature.

Been much more helpful than O2 have, can't really fault them so far.
I also find their CS superb. I have been with Orange for about 7 years and in that time have found their staff extremely friendly and very helpful. To the extent that when I was ripped off by another company a couple of years back after they sent a text message to me offering an upgrade which seemed to come from Orange, the lady I spoke to actually gave me her own mobile number to call as she wanted to make sure I spoke to the same person from Orange CS in order to get the situation sorted (which took a couple of days).

More recently I was offered a deal with Virgin as I get my internet and TV through them.

I contacted Orange and told them I was considering changing because the cost with Virgin was £10 a month (which included VAT) - Orange immediately gave me a tarrif of £10 with 500 texts and 300 minutes each month (which is more than adequate for my use).

I cannot fault them.
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Old 03-01-2009, 03:30
Aye Up
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PM customers should find at the end of January they will rarely if ever speak to someone in India, they are going to be solely dealing with PAYG enquiries in future. This whole "I Am" change thats taking place at Orange is gonna take about 12 months to implement, I have rang up connections many times recently and dealer support and I don't remember the last time I spoke to someone not in this country.

It's taking time, but the company will get there.....eventually.
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Old 03-01-2009, 12:15
DXRulz
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I'm not having this, no customer services could be as bad as Vodafone,it aint possible
I agree Orange customer service is bad, one of the reasons why i wont be an Orange customer again. I am on Vodafone as my services info says on the left and although i have not had to deal with their customer service, i have heard bad reports and that their call centres for pay as you talk are outsourced by a 3rd party company and they are not doing a very good job at it?
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Old 03-01-2009, 13:26
Jmoo
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Only spoken to an Indian once in about twenty calls in the last two or three years. I find them superb and if they can't assist me with a problem they try their up most to find a solution. Wouldn't think of moving to any other network at present
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Old 03-01-2009, 14:44
magikmax
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Only spoken to an Indian once in about twenty calls in the last two or three years. I find them superb and if they can't assist me with a problem they try their up most to find a solution. Wouldn't think of moving to any other network at present
Had the opposite experience I'm afraid. I've been with T-Mobile since March, and I would never go back to Orange. T-Mobile have been fantastic, but I had no end of trouble with Orange

Orange seem to be fine with simple billing enquiries, or if you're enquiring about one of their products etc, but if anything goes wrong - and it probably will - they fall flat on their faces. I've never had such poor service from a supplier. The original poster's comment about the £5 pretty much summed up the attitude I got when I phoned to cancel my contract. Didn't get a thank you, didn't ask why I was leaving, and didn't want to give me the time of day, after being a very good customer for many years.

Stuff em.
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Old 03-01-2009, 15:02
Jmoo
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Well I had a problem with my phone around 5 weeks in so they quickly arranged a next day delivery and collection of a new phone because they knew it was a common problem. I also had noted that I was paying a lot more for my data bundle than other companies and they gave me a much better bundle for less.

I can't understand how some of these people have had such bad service but fingers crossed it has yet to happen here
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Old 03-01-2009, 15:05
skimminstones
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Just phoned up orange to querie why my £5 credit hasn't been added for transfering number from o2.

Indian call centre guy just said "it will be added in a few minutes and said goodbye and hanged up.

I didn't get the £5 that i was promised.

worsted service I ever experienced.
They hung up and it's the worst service you have experienced
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