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For the last 16 months I have been a customer of Orange Mobile; during that time I have been misinformed regarding a number of matters including: inactivation of my magic numbers, upgrade promises at the wrong time, failure to put me on the correct plan. The only plus point is that their coverage and call quality has been good.
After 16 months of this I spoke to their retentions team - they are designed to persuade customers that they should stay with Orange and to be fair the offer they have made is a good one.
The only problem is that in making that offer they took away my free insurance, I am no longer a Premier customer and they failed to deliver the phones they promised me. To cap it all I have a supervisor asking me, the customer, if I would like to have the member of staff concerned disciplined! This his a highly contentious thing to do - it breaks every HR rule in the book. What happened to employer confidentiality?
This is not the service level I would expect of such a high profile company such as Orange but yet again, as with the likes of Sky and BT, household names are dolling out poor excuses of service to customers who expect more for their money! The poor attitude of some customer service agents makes me wonder why they went into their place of work in the first place!
When will the large companies such as Orange learn that customers do not want to ring and complain but instead want decent service and decent customer service from the off?
By: StaffsMark
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Orange are awful they take longer than any other mobile firm in the UK to unlock phones ...6 months!
06/04/13 Colinh
-11
Got to agree with the majority of writers regarding the absolute disdain that Orange "customer services " treat customers with. My own story is I ordered a new san francisco2 phone on the Orange website on 18th December asking for delivery on 24th Dec I received an e-mail within minutes confirming my order and stating the delivery b4 10:30am on the 24th . As this was to be a xmas present I was quite happy with confirmation. Needless to say the delivery date came and went and no phone .I checked my bank account and the money had come out for the phone and £10 top-up.I left it until 26th and sent an e-mail "which would be responded to within 24 hours (joke). No response so i rang and was connected to someone that barely understood English let alone spoke it and was put on hold for 10 mins while they supposedly looked into it and Suprise surprise the connection was terminated .after ringing again I was finally told he would pass my concern to a supervisor who would ring the sales team (wouldn't give me the number to ring them myself) After 2 hours the supervisor rang me and told me he would put me through to sales .10 minutes of cheesy xmas music and i had to go through my story again with the sales rep who told me "the orders been cancelled" I asked by who and the reply was we cancelled it because the phone was out of stock , I told him i had confirmation of order and delivery time etc and the cost had been taken from my bank to which he replied "well thats what you get for ordering on-line" because it was after 8:00pm when you ordered and the computers don't update b4 6:00am it must of sold out" I asked why I hadn't been informed as they had 6 days between order and delivery and I was told "well its Christmas and we cant keep everyone up to date on things and anyway you should have ordered it earlier if you wanted it for xmas " I told him when i ordered they gave me 5 different delivery days b4 xmas and he then put the phone down on me.
29/12/12 Anonymous
-13
Beat this for a Catch-22. My Debit Card has expired. Can't top up my Orange PAYG phone with it. I have run out of credit. Tried to add my new Debit Card online. Orange's system wouldn't let me add my new card; the online system told me to call 450 using my Orange phone for assistance.
I dial 450 using my Orange phone to speak to a Customer Services rep.
Orange's system tells me I don't have enough credit to call their Customer Services help line.
For Uncles Cabbages and Kings Or Foul Fiends -
Get Lost!! I am seriously now going to change my provider because of this ridiculous nonsense.
05/12/12 Brain Dead Companies
I dial 450 using my Orange phone to speak to a Customer Services rep.
Orange's system tells me I don't have enough credit to call their Customer Services help line.
For Uncles Cabbages and Kings Or Foul Fiends -
Get Lost!! I am seriously now going to change my provider because of this ridiculous nonsense.
-15
I hate orange with a passion!
Customer service is beyond rude and un-helpful...
Plus i'ts pretty much impossible to get through to customer service! EVERYTHING is pretty much an automated service! This just goes to show how unhelpful and lazy they are
I for one am moving to O2 when my contract is up
28/10/12 Rikki Lee
Customer service is beyond rude and un-helpful...
Plus i'ts pretty much impossible to get through to customer service! EVERYTHING is pretty much an automated service! This just goes to show how unhelpful and lazy they are
I for one am moving to O2 when my contract is up
-13
The Orange phone network is the biggest CON on the planet. You are all liars and cheats
if you go BUST I will cheer from the rooftops
The worst company in the world
17/10/12 eb
if you go BUST I will cheer from the rooftops
The worst company in the world
-9
Have been dealing with the Orange Customer (non) Service team. Had mobile stolen on holiday. Friday 11/05/12 : Called up Orange to see about purchasing PAYG iphone 4s through local Orange shop, told not a problem, always in stock. Saturday 12/05/12 : Went to purchase..none in stock. Went to Carphone Warehouse bought iphone 4s on 3G Orange PAYG (very good quick service).
1200 called up Orange to port my old Orange number and account to new sim and handset, told in 2 hours (1400) it would be done.
1700 and still "no service". OCS apologised, will definetley be on by 2000. Still no service.
Sunday 13/05/12 : 1200 called them again, Supervisor.. "so sorry, will guarantee it will be activated by 1400, if not call me back" 1500 called back he swerved my call (on another) and was left on hold for 20 mins then they cut me off. Called back and they hung up on me. Numerous calls later its now 2210. NO SERVICE. What a joke. Should be "Lemon".
13/05/12 Neil B
1200 called up Orange to port my old Orange number and account to new sim and handset, told in 2 hours (1400) it would be done.
1700 and still "no service". OCS apologised, will definetley be on by 2000. Still no service.
Sunday 13/05/12 : 1200 called them again, Supervisor.. "so sorry, will guarantee it will be activated by 1400, if not call me back" 1500 called back he swerved my call (on another) and was left on hold for 20 mins then they cut me off. Called back and they hung up on me. Numerous calls later its now 2210. NO SERVICE. What a joke. Should be "Lemon".
-9
travelling through spain and had a problem with my bank card. this was resolved with my orange mobile. i was very grateful for the phone. however my credit ran out. due to the problem with the card orange stopped my credit facility. that's fine, good security, but no credit and no access to a landline and no free phone no. WHAT DO YOU DO WITHOUT GETTING VERY ANGRY? TERRIBLE CUSTOMER SERVICE. I WOULD LOVE TO KNOW HOW YOU CAN GET A RAPID REPLY TO AN EMAIL AND A SATISFACTORY OUTCOME!
17/01/12 Winx
-13
MICHAEL - 28-Dec-11 17:20
Then why don't put your brain into gear and complain to them? What is the point of posting about it here? Do you think someone from Orange will read it, or even care?
29/12/11 MikeP
Then why don't put your brain into gear and complain to them? What is the point of posting about it here? Do you think someone from Orange will read it, or even care?
-11
I HAVE HAD"" VERY VERY "" BAD EXPERIENCE FROM YOUR ORANGE TEC OFFICE RUDE UNHELPFUL
28/12/11 MICHAEL
-12
I have been with Orange now for clsoe to 16 years and I have never had a bad word to say until this year. Now yes I will say not that once in a bule moon a bill is not paid on time, But I will always work to bring it up to date straight away.
Well this year I have had may issues with my phone where is would not allow me to make calls or texts or even recive any. The only advice I got from thier faults team is " Please turn off your phone and take the battery out and after a minute put it back in and turn the phone on." After that I had to call again 5 times in one day to be told the same this I told each agent that I had done this and that after a while my phone just stops again. None of the agents would listen to me the bloke on the phone calling in again on the same day with the same fault!
In the end I ask if I could get a replacement phone as it was clear that there was an issue with the hand set. the reply was: " Yes sir I will be happy to do that for you I need to to pay me £15.00 for this." It was only after speaking to a Team leader that I would be done for free due to the time I have been with the company.
Well now my contract is about to end and I would like the new I phone and what a surprise I have to pay for it at full price. When I asked about me being with them for so long and what dose this get me I was told to go away in a nice way.
Well if thats what they think of me and my money I shall just do that.
25/10/11 Anonymous
Well this year I have had may issues with my phone where is would not allow me to make calls or texts or even recive any. The only advice I got from thier faults team is " Please turn off your phone and take the battery out and after a minute put it back in and turn the phone on." After that I had to call again 5 times in one day to be told the same this I told each agent that I had done this and that after a while my phone just stops again. None of the agents would listen to me the bloke on the phone calling in again on the same day with the same fault!
In the end I ask if I could get a replacement phone as it was clear that there was an issue with the hand set. the reply was: " Yes sir I will be happy to do that for you I need to to pay me £15.00 for this." It was only after speaking to a Team leader that I would be done for free due to the time I have been with the company.
Well now my contract is about to end and I would like the new I phone and what a surprise I have to pay for it at full price. When I asked about me being with them for so long and what dose this get me I was told to go away in a nice way.
Well if thats what they think of me and my money I shall just do that.
-17
Orange customer for five years, called customer services to set up email address on my account. I could not get passed security due to my password and d.o.b did not match thier records (the same d.o.b I have had since birth).
I was asked for a copy of driving licence or passport to be sent in, so I sent a copy of my passport to the orange fraud team which is based in Manila, many thousands of miles away.
After several days a note was put on my account "the fraud team can not verify this driving licence." YOU MORONS IT WAS A PASSPORT, VISIBLY STATES PASSPORT. this is the fraud department.
I can not access my account because orange who is supplying me a mobile phone and use of their network can not verify my passport, because they think it is a driving licence.
24/10/11 Distressed
I was asked for a copy of driving licence or passport to be sent in, so I sent a copy of my passport to the orange fraud team which is based in Manila, many thousands of miles away.
After several days a note was put on my account "the fraud team can not verify this driving licence." YOU MORONS IT WAS A PASSPORT, VISIBLY STATES PASSPORT. this is the fraud department.
I can not access my account because orange who is supplying me a mobile phone and use of their network can not verify my passport, because they think it is a driving licence.
-10
Just complained to orange as I changed from dolphin to monkey then realised I had made a mistake so I had to wait till the 26th may to change back which was the earliest I could change back, however, they reapplied the monkey rewards on so I have to wait another month to actually be on dolphin. The customer services guy was obnoxious and might as well call me a liar
31/05/11 kate
-11
I am not happy with this so called orange service,you are on line, doing your work, then the arrow freeze's and you cant do jacks...t only turn off set and turn on again.
I cant get in touch with orange at all, but I do know if it keeps up,i will not stay here,
23/05/11 joe
I cant get in touch with orange at all, but I do know if it keeps up,i will not stay here,
-18
we've had a similar problem as sunshinelollipop, having upgraded to a htc mozart and being told we didn't need a bundle if only accessing internet at home to then receive a bill for hundreds cos the phone roams when out and about eating megabytes. Why weren't we told by salesman? For £5 we could have had 500megabytes ,so now in dispute ....
27/04/11 chef
-10
I Hate these B'tards
Why are the roaming charges for the internet service inthe European Union set at about 70 pence a MegaByte. This is utterly outrageous. At home data charges are roughly £15 for 1 GigaByte, for which if you were roaming you would pay £7,000.
A complete and disgusting bad joke.
Greed is the phenomenon of the modern world!