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  1. #1
    Hi

    I have been a loyal Orange customer from the earliest days, back when
    we all carried bricks! I was always very happy with their service but
    over the past year I have been very disappointed. As a business
    customer I always got insurance included as part of my package, then I
    was told I would have to pay £6 a month extra for it. Now I just tried
    to get my faulty phone replaced but was told although I have been
    paying for insurance I also have to pay a £15 "administration fee".

    When I signed up for my latest contract I was told I would have a
    dedicated business support team to deal with my queries. I just called
    then to hear "this number is no longer in use, please call our main
    number". I've noticed that Orange's standard contract has changed from
    12 months, to 18 months and they're now trying to get me to sign a new
    24 month contract. If they offered good customer service they wouldn't
    need to lock people into 2 year contracts. It appears that Orange is
    no longer a customer focused organisation - I know at least 15 people
    who have recently cancelled their contract with Orange ... I will be
    the 16th.

    It's a shame because as I said, Orange used to be great.

    Toby



    See More: Orange customer service




  2. #2
    Jon Parker
    Guest

    Re: Orange customer service

    In article <6c84f7a0-d6ae-48f7-a71d-63998352b0b2
    @y21g2000hsf.googlegroups.com>, [email protected] says...
    > Hi
    >
    > I have been a loyal Orange customer from the earliest days, back when
    > we all carried bricks! I was always very happy with their service but
    > over the past year I have been very disappointed. As a business
    > customer I always got insurance included as part of my package, then I
    > was told I would have to pay £6 a month extra for it. Now I just tried
    > to get my faulty phone replaced but was told although I have been
    > paying for insurance I also have to pay a £15 "administration fee".
    >
    > When I signed up for my latest contract I was told I would have a
    > dedicated business support team to deal with my queries. I just called
    > then to hear "this number is no longer in use, please call our main
    > number". I've noticed that Orange's standard contract has changed from
    > 12 months, to 18 months and they're now trying to get me to sign a new
    > 24 month contract. If they offered good customer service they wouldn't
    > need to lock people into 2 year contracts. It appears that Orange is
    > no longer a customer focused organisation - I know at least 15 people
    > who have recently cancelled their contract with Orange ... I will be
    > the 16th.
    >
    > It's a shame because as I said, Orange used to be great.


    Small business support is 345 from the phone, or 07973100345. They are
    still there and praise the lord they are still in the UK and there is no
    IVR, i.e. it's answered by a human being.

    The "admin fee" is another word for excess, and has been in place for a
    couple of years now. Small business customers do get free insurance
    whils in contract. If you're paying for then you probably are not
    registered as a small business customer.
    --
    Regards
    Jon



  3. #3
    Steve Terry
    Guest

    Re: Orange customer service

    <[email protected]> wrote in message
    news:[email protected]m...
    >Hi
    >I have been a loyal Orange customer from the earliest days, back when
    >we all carried bricks! I was always very happy with their service but
    >over the past year I have been very disappointed. As a business
    >customer I always got insurance included as part of my package, then I
    >was told I would have to pay £6 a month extra for it. Now I just tried
    >to get my faulty phone replaced but was told although I have been
    >paying for insurance I also have to pay a £15 "administration fee".

    <snip>
    >It's a shame because as I said, Orange used to be great.
    >Toby
    >

    FT Orange have gone out of their way to dumb down their service from
    one of innovative excellence, to just offering the same or worse crap as the
    rest.

    It will happen to any company that doesn't have a Captain like
    Belgium Hans Snook no longer at the controls.

    Just look at the Heathrow BA T5 fiasco.
    Britain excels at overpaid incompetent mediocre management.

    I like i suspect every Orange enthusiast, have been hoping for a
    Hans Snook Mk2 to get the controls before Orange hits the ground.
    Maybe it's too late

    Steve Terry





  4. #4
    Steve Terry
    Guest

    Re: Orange customer service


    <[email protected]> wrote in message
    news:[email protected]...
    On 22 May, 23:06, "Steve Terry" <[email protected]> wrote:
    > <[email protected]> wrote in message
    >
    > news:[email protected]m...>Hi

    <snip>
    >> I like i suspect every Orange enthusiast, have been hoping for a
    >> Hans Snook Mk2 to get the controls before Orange hits the ground.
    >> Maybe it's too late
    >> Steve Terry

    >
    >Quick correction to Jon's post:
    >Only business contracts 18 month and over come with free Orange Care
    >nowadays
    >Regards
    >Simon
    >Business Telecoms
    >

    That's another thing, Snook didn't differentiate personal uses as second
    class
    as FT Orange does.

    and Now I see Orange is insulting our intelligence with the daft "animal"
    totem
    tariffs on PAYG!

    Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
    i get 300 mins or text, and 300 on net mins.

    Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has a
    clue
    what the hell they get
    FT Orange have spent so much time, effort, and huge wads of money on
    "animal",
    no one in the exec office will admit the truth that the "emperor has no
    clothes on"
    As of course it would mean sackings all around

    Steve Terry





  5. #5
    Jon Parker
    Guest

    Re: Orange customer service

    In article <[email protected]>, [email protected] says...
    > Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
    > i get 300 mins or text, and 300 on net mins.


    I would suggest that a reasonable portion of non-industry people would
    not know what "on-net" means.

    > Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has a
    > clue what the hell they get


    Of course they will have a clue. It's not difficult to understand, and
    the in-box literature is as plain and simple as it could possibly be!
    --
    Regards
    Jon



  6. #6
    Steve Terry
    Guest

    Re: Orange customer service


    "Jon Parker" <[email protected]> wrote in message
    news:[email protected]
    > In article <[email protected]>, [email protected] says...
    >> Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
    >> i get 300 mins or text, and 300 on net mins.

    >
    > I would suggest that a reasonable portion of non-industry people would
    > not know what "on-net" means.
    >
    >> Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has
    >> a
    >> clue what the hell they get

    >
    > Of course they will have a clue. It's not difficult to understand, and
    > the in-box literature is as plain and simple as it could possibly be!
    > Regards
    > Jon
    >

    Ummm... why should I have to learn to interpret FT Oranges
    animal totem obsession?

    Steve Terry





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