Orange Customer Services

1 post

In my weekly work routine I deal with many call centres, and know well the difference in good customer service & poor customer service.
Orange Customer Services / Call Centres used to be among the best a few years ago, But for this past year or more they’ve been Disastrous.

*So many poorly trained cocky & cheeky staff..
*They say they’ll call you back but very very often don’t..
*After spending Hours on the phone (Over several calls) we have to write…
*They manage to frustrate customers very much so that by the time the customer gets speaking to someone with more experience the patience needed to resolve the situation have all but gone..

Till this month I’ve still managed to spend £900+ a year on my personal bill alone. but after wasting many valuable hours on the phone to customer services and hearing the message “Orange are committed to providing a high quality of customer services” I can take no more!

For Problems with orange contact
Complaints at Correspondents Department, PO Box 10, Patchway Bristol, BS32 4BQ

1 post

I've to say I am totally new to Orange. I've got a 3G/GPRS mobile card in July 22nd. After playing it for a few days, I decided to have it returned since it's 3G coverage is nowhere near Vodafone's.

Afterwards, I phoned up their customer service team. I couldn't believe I was talking to a poorly trained, cocky representative. He even wouldn't allow me to speak to someone else to resolve the problem. The way he spoke to me is extremely frustrating.

At the end, I had to hang up the phone and redialled for another custmer representative.

From Ipswich, 1 post

I had a phone stolen and numerous calls were made with my phone. I can accept that there was a gap between when the phone was stolen and when it was reported but it added £50 to my phone bill. You may say that it's only £50 but that's a hell of a lot to a £10/week budget student! The only offer that they made was that the phone would be dropped to incoming calls only and the contract changed - it took ages for me to get them to match a 3G contract and I'll be damned before I let that one get away. I can't believe that they were unable to come to a reasonable offer to spread the cost over a few months without imposing a block on my phone. Not just that but I came across one very cheeky and arrogant person on their customer support team (North Tyneside) who seemed to take glee at the fact that my phone was stolen. I've been with Orange for years and am now 100% certain that I will move on when my contract runs out. Unfortunately I'm contracted for a year or I would move on now.

1 post

Today, i have had very much the same problem with an Orange Customer Services Advisor. I was told that i am unable to communicate properly - i find this strange, i am a Barrister. I have written to Orange and, i believe, the matter will be taken further. However, i must say that i like Orange, i have been with them for many years, and generally i think they have good customer services, and run an excellent mobile phone network. Perhaps they would be well advised in being more careful about which 'kids' they let represent them.

From Nuneaton, 1 post

I am totally disgusted by the way i have been treated by orange.There customer services is the worst i have ever spoken to.If they treat all there customers in same way as me then i hope they go bust.I have now cancelled my phone because of the way they have treated me.I stronly warn anybody considering buying a phone from these poeple. I have made over 30 phone calls and still no phone dispite loads of promises from there rude staff.

From Uk, 1 post

My daughter was going to work in America and needed a triband phone. She was going to wait and get one when she got there but heard of a student offer of 1000 texts and 200 mins for £30. she phoned up to see if she could use the minutes in us and was told she could so she went online and ordered the phone. Before she left she phoned to make sure the phone was set up for use in us and again asked if she could use her minutes and texts and was told she could. Her first bill after she arrived was £386 it was partly used before she left and all of her minutes were used as well as lots of others and most of her texts were used so she paid it. The next bill was £513. No minutes were used and not texts. When she queried this (20 mins at £1 per minute from us) she was told that she couldn't use her minutes and texts in us and had to pay the bill. when she explained that she had been told she could use her mins & texts she was told they had no trace of her calls!they said that as she paid the first bill she accepted liability for her calls, and the only thing to do was not to pay it and ger herself bad credit rating. She has e-mailed, phoned and written but tough they don't care. She is a 19 year old student working over 40 hours a week in a remote part of us where it takes a week to ten days for mail to arrive and she is not allowed to use the land lines to phone home. Orange have virtually made her a prisoner.

From London, 27 posts

I am a relatively new Member to Orange. So far any problems i have had with them have been easily resolved by customer services. Furthermore when i talk to them on the phone they are very helpful and kind, well thats so far, will have to see how it goes from here!! but so far so good with Orange.

From Dulverton, 1 post

I am sick if Orange Customer Services. I had to get my Sanyo S750 replaced 3 three times in a month, so i asked if there was a possibility that i could get a replacment of a different model, and they mucked me around for ages, redirected me eight times, and i still didnt get anywhere. Four days later i had to get another replacment so i phoned them up and said, "there is no way on earth you are giving me the same model, i want a different handset," and the problem got sorted in 10 mins. The problem is still going on and has been for almost two months. Also bacause i have a strange name when customer services ask me for my name they think i am saying a different name beacause it has a strange spelling, and on more than one occasion i have been threatened by orange that they will report me for fraud. i feel physically and mentally tired and stressed whenever there is a possibility that i will have to phone Orange. If its not something major i just leave it. i have had problems with compensation as well. Unfortunately orange is the only service provider i can get in my area, otherwise i would change for sure.

From Coventry, UK, 1 post

I have been an Orange customer for many years, and have had no problems with their network or billing, but customer service is a different matter. Despite my mobile being registered with TPS (not much use), I started to receive cold sales calls, and contacted Orange to find out how these people had got my number, and to try to stop any more calls. I was put through to an obstructive and arrogant person whose attitude was so bad that I sent a letter of complaint to Orange, as well as asking for answers to my original enquiry. Two weeks later, no reply, so I phoned again. A supervisor called me back, and promised to ring me within 24 hours. 11 days later, no call, and still no letter. Companies who treat customers so badly do not deserve to be in business. My contract runs out in three weeks, and I'll be changing networks.

From Herts, UK, 1 post

After 11 years with Orange, got a better deal with O2 so cancelled my wife's phone and mine about 2 months ago... still being billed by Orange.



Phoned Cusomter Services on Friday around 16:30 and told to phone again on Monday as the Customer Service guy couldn't contact anyone!



I explained that the direct debit had already been cancelled and they would need to contact me if they needed to clarify anything.



Roger...