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Cellular Phone Forum / Country Specific / UK Group / November 2006Orange Customer Service (terrible)
I have heard many people complaining about Orange Customer Service but I had never experienced it before today. They took 27 minutes to answer the phone which I thought was terrible, and others have reported much longer waits. Vodafone answer straight away, most of the time, or sometimes 1 or 2 minutes wait but nothing like 27. Why dont they sort this out as with so many complaining they will loose even more customers? > I have heard many people complaining about Orange Customer Service but I had > never experienced it before today. [quoted text clipped - 5 lines] > Why dont they sort this out as with so many complaining they will loose even > more customers? They've been bad for as long as I can remember, I'll never forget around 1999 when they once took over 90 minutes to answer the phone, this was back in the days where your phone would go flat before they'd answered! I'm sure that used to be the point though! >> I have heard many people complaining about Orange Customer Service but I >> had never experienced it before today. [quoted text clipped - 12 lines] > > I'm sure that used to be the point though! I've never had causes to use them BUT... as I am now looking for a new phone is this something to be concerned about? Should I be thinking of going with another telco? Are the others any better? There seems to be a lot of negative stuff about Orange on this forum - are they in decline? John. >> Why dont they sort this out as with so many complaining they will loose >> even more customers? [quoted text clipped - 4 lines] > > I'm sure that used to be the point though! Generally I think Orange have been very good at customer services, they have always answered my call quickly and dealt with my query quickly. At the moment they are having a few problems for whatever reason but any company can hit snags eventually. Compared to 02 who are only open during business hours, and take 3 months to not sort out a problem I had when I mistakenly went with them. > Generally I think Orange have been very good at customer services, they > have always answered my call quickly and dealt with my query quickly. > > At the moment they are having a few problems for whatever reason but any > company can hit snags eventually. Yes, but this moment has been going on for about a year (?) now.  SignatureJ B no_spam_£steffangl@paygi.co.uk declared for all the world to hear... > I have heard many people complaining about Orange Customer Service but I had > never experienced it before today. [quoted text clipped - 4 lines] > > Why dont they sort this out They are trying, but it takes time to recruit and train people. You can't just suddenly come up with a hundred CSRs overnight! SignatureRegards Jon > no_spam_£steffangl@paygi.co.uk declared for all the world to hear... > > I have heard many people complaining about Orange Customer Service but I had [quoted text clipped - 11 lines] > Regards > Jon Orange customer service has been hard work to get through to for as long as I can remember, so saying they can't recruit overnight is not relevant. They have had problems for months/years, or don't care, or it is part of their business plan. > no_spam_£steffangl@paygi.co.uk declared for all the world > to hear... [quoted text clipped - 13 lines] > people. You can't just suddenly come up with a hundred > CSRs overnight! <cynic> Maybe if they had a halfway decent network they wouldn't need so many CSR's. </cynic> I never had any problems getting through when I first joined Orange in the late 90's. It all went downhill when Snook left. Ivor > no_spam_£steffangl@paygi.co.uk declared for all the world to hear... >> I have heard many people complaining about Orange Customer Service but I had [quoted text clipped - 8 lines] > They are trying, but it takes time to recruit and train people. You > can't just suddenly come up with a hundred CSRs overnight! Maybe they should stop upsetting the current ones and then they wouldn't leave quite so quickly. No doubt the rest of their operations will be moved to India soon anyway along with their pay as you go operation. news@charleem.co.uk declared for all the world to hear... > No doubt the rest of their operations will be moved to India soon anyway > along with their pay as you go operation. I certainly hope not! SignatureRegards Jon >news@charleem.co.uk declared for all the world to hear... >> No doubt the rest of their operations will be moved to India soon anyway >> along with their pay as you go operation. > >I certainly hope not! I have never had so much trouble doing a simple thing like changing bank details. I rang one company and it was done in about 3 minutes. Orange was a very different story. I was asked if the account I wanted to switch to was a savings account. No, I said, it is a current account. Oh, the woman replied, you can't set up a direct debit with that account it must be a savings account. Then I tried to explain to the woman what a savings and what a current account was. She still insisted I needed to have a savings account.... this went on and on (needless to say she had an an Indian accent). Constant referrals to the supervisor. It must have taken about 45 minutes and that was once I had got past the music. I was well stressed by the time the call had ended. Remove 'no_spam_' from email address. 25/10/2006:Symantec charge exactly as much in GB pounds as they do in US$ for the same Norton DOWNLOAD. It's goodbye Norton - hello free AVG until they stop ripping us off. Why should we be ripped off in the UK? > news@charleem.co.uk declared for all the world to hear... >> No doubt the rest of their operations will be moved to India soon anyway >> along with their pay as you go operation. > > I certainly hope not! They're just in the process of closing one UK call center and hiring more India op's to take over... > no_spam_£steffangl@paygi.co.uk declared for all the world to hear... > > I have heard many people complaining about Orange Customer Service but I had > > never experienced it before today. > > > > They took 27 minutes to answer the phone which I thought was terrible, and > > Why dont they sort this out > They are trying, but it takes time to recruit and train people. You > can't just suddenly come up with a hundred CSRs overnight! They're trying to cut costs. If they were that concerned they wouldn't be shutting the Peterlee call centre. http://news.bbc.co.uk/1/hi/england/tyne/5224268.stm Zac.McDonough@gmail.com declared for all the world to hear... > They're trying to cut costs. If they were that concerned they wouldn't > be shutting the Peterlee call centre. > > http://news.bbc.co.uk/1/hi/england/tyne/5224268.stm I heard that most of those people are transferring to Darlington so headcount will only dip a little bit. SignatureRegards Jon > Zac.McDonough@gmail.com declared for all the world to hear... > > They're trying to cut costs. If they were that concerned they wouldn't [quoted text clipped - 7 lines] > Regards > Jon In all seriousness Jon do you have any tips/numbers for getting through to Orange customer services, tried to get through today (around 2-3pm) 1st call was still not answered after 1Hr 36 mins second 2nd was answered after 31minutes (dialled as after an hour I wasn't sure the initial one was still even in a queue,) Do you use "special" numbers to get through, while the rest of us outside the internal orange world are left to suffer LONG queues. Or do you suffer the same queues? It is just about unbearable. Regards Mark Mr.Phoney@gmail.com declared for all the world to hear... > In all seriousness Jon do you have any tips/numbers for getting through > to Orange customer services, tried to get through today (around 2-3pm) > 1st call was still not answered after 1Hr 36 mins second 2nd was > answered after 31minutes (dialled as after an hour I wasn't sure the > initial one was still even in a queue,) Sadly not. > Do you use "special" numbers to get through For certain things we do, for example for processing a 28-day in store exchange, and we have a dealer IVR line which routes calls to various teams within CS but the queues on those are shared with regular CS so it's no quicker for us. Fortunately we can do most things electronically and we use the phone as last resort. > while the rest of us outside the internal orange world are > left to suffer LONG queues. Or do you suffer the same queues? It is > just about unbearable. It's very unbearable! Took me an hour to perform a 28-day swap out yesterday. Once you get through it's a 3-minute call, vast majority of the time is spent waiting. SignatureRegards Jon > Zac.McDonough@gmail.com declared for all the world to hear... >> They're trying to cut costs. If they were that concerned they wouldn't [quoted text clipped - 4 lines] > I heard that most of those people are transferring to Darlington so > headcount will only dip a little bit. No, most are leaving due to being p*ssed about so much over the last year (a load took the free trip to Dalro to look round, but that was just to get a day off). Orange are hiring more op's in India though, so that'll be alright.... > no_spam_£steffangl@paygi.co.uk declared for all the world to hear... >> I have heard many people complaining about Orange Customer Service but I [quoted text clipped - 11 lines] > They are trying, but it takes time to recruit and train people. You > can't just suddenly come up with a hundred CSRs overnight! Jon, you seem to suggest that this is a sudden problem Orange has faced without any warning, when in fact Orange have let it get this bad over a period of time. You also suggest Orange train their CS staff - I find this unlikely - unless of course they actually do train them to be rude and incompetent. There was once a time when Orange CS blew away the competitions, then along came France Telecom. >> no_spam_£steffangl@paygi.co.uk declared for all the world to hear... >>> I have heard many people complaining about Orange Customer Service but I [quoted text clipped - 16 lines] > unlikely - unless of course they actually do train them to be rude and > incompetent. CSR training lasts a week (or it used to, 3+ if your on data support), their trained on the systems, on how to enter info and update acc's, but at no point are they trained in people skills (if you like). It's the old saying isn't it, pay peanuts, get monkeys. Which is why you get CSR's that call customers 'buddy' or 'mate'. > There was once a time when Orange CS blew away the competitions, then along > came France Telecom. > I have heard many people complaining about Orange Customer Service but I had > never experienced it before today. I found pre 2003 they were fine. Since, they have been getting steadily worse. My main complaints are their inability to deal with fault reports. all the best, Ian >> I have heard many people complaining about Orange Customer Service but I >> had never experienced it before today. > > I found pre 2003 they were fine. Since, they have been getting steadily > worse. My main complaints are their inability to deal with fault reports. Hear hear. Over 6 months into trying to get something very simple resolved and I don't seem to be getting anywhere at all with it. |
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