Orange - worst customer service ever

Shiplu · 02-01-2009, 19:48

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.

darkpaw · 02-01-2009, 19:51

don't they have UK call centres as well?

Shiplu · 02-01-2009, 19:55

Quote:

Originally Posted by darkpaw

don't they have UK call centres as well?

not sure, i think it depends on what time you call.

dorset87 · 02-01-2009, 19:58

Orange are useless, never again! o2 all the way!

SuddenImpulse · 02-01-2009, 20:30

The majority of their PAYG is Indian which I find absolutely disgusting.

darkpaw · 02-01-2009, 20:37

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

calvin&hobbs · 02-01-2009, 20:46

I'm not having this, no customer services could be as bad as Vodafone,it aint possible

SuddenImpulse · 02-01-2009, 20:49

Quote:

Originally Posted by darkpaw

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.

darkpaw · 02-01-2009, 20:52

Quote:

Originally Posted by SuddenImpulse

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.

Dips · 02-01-2009, 21:24

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.

chris20 · 02-01-2009, 21:51

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.

SuddenImpulse · 02-01-2009, 22:19

I guess I just don't get this assumption that if a callcente is in the Uk then they're going to be English.

getstheflak · 02-01-2009, 23:03

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.....

SuddenImpulse · 02-01-2009, 23:05

There's more to the UK than England you know...

mabbus-cattus1 · 03-01-2009, 00:18

Quote:

Originally Posted by Dips

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.

Aye Up · 03-01-2009, 03:30

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.

DXRulz · 03-01-2009, 12:15

Quote:

Originally Posted by calvin&hobbs

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?

Jmoo · 03-01-2009, 13:26

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

magikmax · 03-01-2009, 14:44

Quote:

Originally Posted by Jmoo

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.

Jmoo · 03-01-2009, 15:02

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

skimminstones · 03-01-2009, 15:05

Quote:

Originally Posted by Shiplu

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

02-01-2009, 19:48	#1
Shiplu Forum Member Join Date: Nov 2001 Location: Bolton University Posts: 278	Orange - worst customer service ever 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.

02-01-2009, 19:51	#2
darkpaw Forum Member Join Date: Nov 2006 Location: ♂ Posts: 11,500	don't they have UK call centres as well?

02-01-2009, 19:55	#3
Shiplu Forum Member Join Date: Nov 2001 Location: Bolton University Posts: 278	Quote: Originally Posted by darkpaw don't they have UK call centres as well? not sure, i think it depends on what time you call.

02-01-2009, 19:58	#4
dorset87 Forum Member Join Date: Dec 2007 Location: Dorset Posts: 672	Orange are useless, never again! o2 all the way!

02-01-2009, 20:30	#5
SuddenImpulse Forum Member Join Date: Nov 2008 Posts: 380	The majority of their PAYG is Indian which I find absolutely disgusting.

02-01-2009, 20:37	#6
darkpaw Forum Member Join Date: Nov 2006 Location: ♂ Posts: 11,500	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

02-01-2009, 20:46	#7
calvin&hobbs Forum Member Join Date: Oct 2006 Location: Birmingham Posts: 1,125	I'm not having this, no customer services could be as bad as Vodafone,it aint possible

02-01-2009, 20:49	#8
SuddenImpulse Forum Member Join Date: Nov 2008 Posts: 380	Quote: Originally Posted by darkpaw 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.

02-01-2009, 20:52	#9
darkpaw Forum Member Join Date: Nov 2006 Location: ♂ Posts: 11,500	Quote: Originally Posted by SuddenImpulse 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.

02-01-2009, 21:24	#10
Dips Forum Member Join Date: Jan 2001 Posts: 1,021	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.

02-01-2009, 21:51	#11
chris20 Guest Join Date: Jun 2005 Posts: 3,556	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.

02-01-2009, 22:19	#12
SuddenImpulse Forum Member Join Date: Nov 2008 Posts: 380	I guess I just don't get this assumption that if a callcente is in the Uk then they're going to be English.

02-01-2009, 23:03	#13
getstheflak Forum Member Join Date: Sep 2008 Posts: 49	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.....

02-01-2009, 23:05	#14
SuddenImpulse Forum Member Join Date: Nov 2008 Posts: 380	There's more to the UK than England you know...

03-01-2009, 00:18	#15
mabbus-cattus1 Forum Member Join Date: Jul 2007 Location: Bushey Posts: 5,549	Quote: Originally Posted by Dips 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.

03-01-2009, 03:30	#16
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	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.

03-01-2009, 12:15	#17
DXRulz Forum Member Join Date: Dec 2006 Location: Oswestry, Shropshire Posts: 4,196	Quote: Originally Posted by calvin&hobbs 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?

03-01-2009, 13:26	#18
Jmoo Forum Member Join Date: Dec 2002 Posts: 3,276	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

03-01-2009, 14:44	#19
magikmax Forum Member Join Date: Aug 2005 Location: Scotlandshire Posts: 786	Quote: Originally Posted by Jmoo 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.

03-01-2009, 15:02	#20
Jmoo Forum Member Join Date: Dec 2002 Posts: 3,276	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

03-01-2009, 15:05	#21
skimminstones Inactive Member Join Date: Jun 2006 Posts: 8,186	Quote: Originally Posted by Shiplu 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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Orange - worst customer service ever