@conorfromorange #orange worst service ever

So I offer a semi-apology for this blog post, as it was never my intention to use it for this sort of thing, but I feel a record of it somewhere is required.
I have been a long standing customer of Orange (9 years), but now I feel I am obliged to leave after receiving the worst customer service I have ever received from any company.
Last Thursday, I phoned the retentions department and agreed a deal with one of Orange’s representatives. I am currently on a sim-only contract, but he agreed to sign me up to a 2 year contract;
-with a HTC Desire HD for 199 pounds, discounted by 46 pounds so that I paid 153pounds for the handset
-400 minutes, unlimited texts, unlimited internet
-£20 a month line rental
I was somewhat pleased with this deal and glad that I could stay with Orange with my same number. The advisor informed me that I should receive a text either Friday or yesterday to let me know when the handset was ready, as it was in testing still. We had an extensive conversation about the merits of the phone.
By the end of Monday, I had not received a text, so I phoned retentions and spoke to a female representative, who informed me the handset was still in testing and that she would send me a text message today, that there were 800 available. At 16h00 today I realised I had not yet received a text message, so I spoke to the retentions department again.
Here is where the service became truly appalling. I spoke to a different representatives, whose name unfortunately I neglected to write down as I was so upset. However I have been informed by a customer service representative that Orange records and log all their calls and that the company should be able to retrieve his name. He informed me in fact, that as I was not 90 days into my contract, that he was not able to look into the system to even consider offering me an upgrade, and that I shouldn’t have been offered a new contract at all. He denied the calls ever took place, at least with his department and stated the Desire HD was out of stock, despite it not even being on the website yet. When I put it to him these conversations had taken place, he repeatedly asked me where was the phone then if I was telling the truth, which I found quite offensive. I am deeply offended by the service I received by this representative and indeed, the previous representatives I spoke to as they may have lied to me. The only thing he could do was suggest I call back when the 90 days were over, and try again at getting another deal. Effectively, he offered me zero help. He also told me if I wanted to complain, I would have to write to Orange, taking four weeks for a response. No mention of their email.
So now I am left without a deal or a new phone, and the prospect of having to fight for a decent deal again at the end of this month. I am in no mood for this, having been offended by Orange’s service and I would rather leave than be faced with this indignity.
I would ask that in order to save Orange the loss of a loyal customer, who is exploring avenues for a more formal complaint to OFT, that they honour my original deal asap (or better, frankly) and that I receive an apology, that all the staff involved in this matter are dealt with accordingly.
However, I am not holding my breath. I’ve sent an email to Orange Customer Services and will be writing to them in the coming days.

2 responses to “@conorfromorange #orange worst service ever

  1. Right, stop dealing with Customer Services and deal with this man, be polite and clear and paraphrase what you’ve said in your blog:
    Orange Tom Alexander, Chief Executive Tom.Alexander@orange.co.uk

    I had the same excruciating, undeserved stress with my O2 broadband and we resolved it all amicably but only after drastic action on my part.

    Let me know how you get on.. x

  2. I understand how you feel. It’s sad. Myself I’ve been a loyal Orange customer for more than 5 years spending from £50 to way over £100/ month every month. I’ve been their customer in Poland too. In fact most of my family is with Orange. Now I would advise anyone to go to other providers than Orange. The service is getting worse and worse. All is ok till you have issue with the phone or you realize there were changes done to your contract without confirming that with you or till your upgrade, although I thought that would be the moment they would just need to be polite, but NO. There are some good reps, but most of them are just inpolite and rude. They make mistakes and never admit it, the customer needs to pay for them. They make changes to your contract without asking for permission and then you need to make sure you cancel added on items and that whatever is agreed at the upgrade point is really in place. I presume they have enough customers to treat them like they’re worthless. I got to the point when I think “That’s it”. another bad service was just too much. I prefer to loose the discount and move to other provider, which will respect me and provide relevant support when required. I’ve had issues with my phones; no help, no idea how to help. The guys in the stores seem to know just the top features of the products and new contracts, but are not really trained to help while you’re in contract. The guys on the line are similarily helpless. When the upgrade comes up they treat you like you have never had a contract with them, maybe you’ll get £5-£10 off, which other providers can give you too. The point is not what the customer wants and what they can/ can’t offer, but the way they deal with people. That’s unacceptable and I’m sure they’ll eventually loose lots of customers if they don’t change the approach, as I’m not the only person complaining about their service. The service shouldn’t depend on the person you speak to; it should be constantly excellent. The market is full of mobile network providers.

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