- Orange's Poor Customer Communications
- Posted by Keith Willcocks on August 4th, 2007
I am a BT customer and have seen many criticisms of their customer service
but they are far better than Orange. Many emails over the last few months
that I send to my cousin, who is an Orange customer, are bounced back by the
Orange server with a message that the content has been rejected. Send them
again and they go through fine. He has emailed customer service and gets
a reply asking him to try this or that. He tries it, replies, and gets a
response from a different person who wants to try and start the case off
again from scratch. This has happened in excess of a dozen times. In
desperation he wrote a carefully and politely constructed letter to the
Chief Executive at the registered office and received the following reply:
"Our Ref. FS/#########/327224/Lyndsey Batterton
hello #####, Thanks for your recent letter dated 20 July 2007.
I'm sorry to learn of the problems that you're experiencing
with our service.
We're aware that some of our customer have been experiencing
problems with their emails recently. Our technicians have now
resolved this issue and customers should experience no further
disruption to their email service.
If you're still experiencing problems, please visit our website
http://help.orange.co.uk/categoryBrowse.do and type in the articles
KB4356, KB4355 and KB75, as these may be of assistance to you.
If you've any further queries regarding this issue, please don't
hesitate to contact our technical support team on 09062 517 517*.
Thanks for taking the time to write to us.
*Calls charged at premium rate.
Yours Sincerely
Lyndsey Batterton
Customer Care"
This is no more than a badly written boiler plate email printed on company
letterhead. Orange's Chief Executive should be thoroughly ashamed that his
staff are sending out such unprofessional letters on his behalf. I might
moan about BT but I cannot imagine them ever sinking to this level of
amateurism.
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)
- Posted by Mike on August 4th, 2007
In message <v_SdnUwQWeXQUSnbnZ2dnUVZ8qqlnZ2d@bt.com>
at 19:58:22 on Sat, 4 Aug 2007, Keith Willcocks
<buccaneer@invalidaddress.inv> wrote
standard phrases. I had a reply from an Indian guy, and it had all the
hallmarks of Indian speak. Needless to say, it was unsatisfactory and I
am now taking the issue up with the ISPA
--
Mike News
- Posted by George Weston on August 4th, 2007
"Mike" <turnpike_user@turnpike_REMOVEuser.THIScomANDTHIS> wrote in message
news:emxmrTDX7MtGFwqe@turnpike.home...
Like:
"Yes, we know about problem. Please to reboot computer and problem go away.
Thanking you for telegraphing Bangalore and very goodnights to you in the U
of K.
Please not to harm any bovine animals during reboot, even if infected with
TB."
;-)
George
- Posted by MM on August 5th, 2007
On Sat, 4 Aug 2007 20:37:33 +0100, "George Weston"
<geoweston@googlemail.com> wrote:
Well, I hope I am not going to get any hassle when I call Orange
tomorrow to cancel my Orange account! (I hope, too, that I won't have
to keep badgering them to cancel the credit card payment facility.)
MM
- Posted by Mike on August 5th, 2007
In message <2bsab3p5k7q58l1nj8m4afcf0tqjun9qnv@4ax.com>
at 07:44:15 on Sun, 5 Aug 2007, MM <kylix_is@yahoo.co.uk> wrote
cancel your card
--
Mike News
- Posted by Mike on August 5th, 2007
In message <5hk2ruF3jrgiiU1@mid.individual.net>
at 20:37:33 on Sat, 4 Aug 2007, George Weston <geoweston@googlemail.com>
wrote
Router is unsupported by Orange and at present Orange cannot provide any
technical support for the same.
Basically, since I've been LLU'd my speed is atrocious, and India refuse
to progress my call even further. I did try the livebox they delivered
to me when I first started, but it won't go online
--
Mike News
- Posted by MM on August 5th, 2007
On Sun, 5 Aug 2007 10:26:56 +0100, Mike
<turnpike_user@turnpike_REMOVEuser.THIScomANDTHIS> wrote:
What happens? One tells Orange that one wants to cancel, and then they
keep charging the credit card for months afterwards?
What I plan to do is ring them to cancel (they require a phone call, I
believe), then write to them to confirm the telephone call, sending
that letter by special delivery (who cares if it costs a fiver), then
the very first time I get an erroneous payment on my credit card
statement I'll be on to Mastercard with the "proof" quicker than you
can say antidisestablishmentarianism.
MM
- Posted by MM on August 5th, 2007
On Sun, 05 Aug 2007 11:06:00 +0100, MM <kylix_is@yahoo.co.uk> wrote:
Well, actually, it was all quite painless. The Orange help desk was
polite and friendly. No 3rd degree as to why I'm leaving.
MM
- Posted by Keith Willcocks on August 5th, 2007
"MM" <kylix_is@yahoo.co.uk> wrote in message
news:vglbb3dvgsu8pla9euc93henheeb2oaqg3@4ax.com...
That's because they know they're going to continue taking your money ;o)
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)
- Posted by MM on August 5th, 2007
On Sun, 5 Aug 2007 15:59:16 +0100, "Keith Willcocks"
<buccaneer@invalidaddress.inv> wrote:
The bloke assured me that my most recent payment would be the last!
MM
- Posted by Mike on August 5th, 2007
In message <mjpbb3107lae58opa5llspauukdmkbua0f@4ax.com>
at 16:03:15 on Sun, 5 Aug 2007, MM <kylix_is@yahoo.co.uk> wrote
protection scheme, you go to your bank if Orange take unauthorised
payments. With a continuous card facility, you're potentially screwed.
It's not called continuous for nothing.
Out of interest, how far into your contract were you?
--
Mike News
- Posted by MM on August 5th, 2007
On Sun, 5 Aug 2007 18:35:51 +0100, Mike
<turnpike_user@turnpike_REMOVEuser.THIScomANDTHIS> wrote:
You mean with Freeserve/Wanadoo/Orange? Years. I can't remember when I
opened the account, but it's six years at least.
MM
- Posted by Mike on August 5th, 2007
In message <975cb3la512a03slufjtn0rrg30fdnnc0n@4ax.com>
at 19:21:23 on Sun, 5 Aug 2007, MM <kylix_is@yahoo.co.uk> wrote
speed upgrade for example
--
Mike News
- Posted by MM on August 6th, 2007
On Sun, 5 Aug 2007 22:11:24 +0100, Mike
<turnpike_user@turnpike_REMOVEuser.THIScomANDTHIS> wrote:
Ah, no, I did expect something of the sort, but they didn't ask me why
I was leaving or anything. I'm not really all that worried about
Orange's accounts department lamming me for another payment, because I
would get it back via Mastercard sooner or later. (I have kept a
record of what was said between me and the Orange people and when.)
MM
- Posted by Keith Willcocks on August 8th, 2007
"Keith Willcocks" <buccaneer@invalidaddress.inv> wrote in message
news:v_SdnUwQWeXQUSnbnZ2dnUVZ8qqlnZ2d@bt.com...
I just had to post the latest response from Orange (yet another customer
care agent). My cousin is now in the process of tearing out his hair (and
I don't know what ivr means).
"Hello #####,
Thank you for your email.
We understand your concern and regret the inconvenience caused .
and would like to inform you the account seems to be
inactive and we advise you to call our customer support at 0870 010 2462
ivr option 1 and 4 for investigation as they have access to the tools
required to perform necessary actions.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Kartik
Broadband Support
REF:WOOBB"
You simply couldn't make it up.
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)
