Orange Customer Service (terrible)

Jon wrote:
> [email protected] 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.

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....

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› See More: Orange Customer Service (terrible)

"Knowlege Is Powder" <[email protected]> wrote in message
news:[email protected]...

> 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.


--

J B

"Jon" <[email protected]> wrote in message
news:[email protected]...
> no_spam_£[email protected] 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
>> 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
>
> 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.

James Lewis wrote:
> 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

Jack Torrence wrote:
> "Jon" <[email protected]> wrote in message
> news:[email protected]...
>> no_spam_£[email protected] 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
>>> 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
>> 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.
>

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.
>
>

"if" <[email protected]> wrote in message
news:[email protected]...
> James Lewis wrote:
>> 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.