shocking Orange service...

[J4MES]

... after 10 years with Orange I'll be paying my way out of my contract...

i asked to speak to a supervisor when i was struggling to get [my point] through and

Originally Posted by Orange CS

sorry, I don't believe this instance warrants you speaking to my supervisor

:O

[hsncool]

....and?

what are you trying to say.

and why didnt you just ring them up?:S

[J4MES]

I was on the phone to them at the time!

recommend another network?

[Steve B]

what was the problem?
complain, get put through to retentions, get your bill cut in half, simple

[J4MES]

cba tbh - it's the last straw and i'll admit defeat! they've worn me down (contract issues, insurance issues) thing is, I used to recommend Orange on the strength of their CS but now they seem overpriced and like I said the service has gone downhill...

so, 02 or Vodaphone?

[CrazyMonkey]

Im on 02 no problems, my phone was stolen (well lost ) and i got a replacement asap. 02 have great coverage all around the world, i would recommmend

[Funkstar]

I'm with O2, they treated me very well when i asked for my PAK code to transfer away from them. Cut me a deal no one else could even come close to. Reception isn't a problem here in Aberdeen apart from a few locations, work for example only gets an Orange signal, but that isn't a great loss. Orange has a rubbish signal in my flat and at my parents.

EDIT: On the other hand i was very very tempted at t-mobile because of their very good data costs, but you don't get 3.5G up here anyway, so that is really a moot point.

[Spud1]

I had a very similar experience - Orange customer support is shocking - to get through to a supervisor you need some kind of magic powers I think, and the individual call centre people have no power at all it seems.
I bought a 6280 off them on a contract, and when it arrived it was missing some advertised features (such as active standby and some photo options). When I called orange and asked for either a replacement phone with the feature enabled (it was software disabled) or a phone of similar value and features (such as the 6233 - the 'candy bar' equivalent) I was told my only options were to a) Cancel my contract or b) keep the phone! anyway i have a thread on it here somewhere with the details.

Since then I switched over to 3UK - and i've been *constantly* impressed with the service. The call quality is fine, i've noticed no problems with calls dropping out, I get full 3g signal in almost all of where I live (Stafford, not a big city) and the 3G content is quite good if you want to take advantage of it ( I was surprised by how good the mobile TV is for example ).

Customer service with three has also been (surprisingly) excellent. I've called them a number of times, and although their reps are outsourced to India(I think?) Every rep I have spoken to has spoken very good english and been able to understand me and my thick northern accent fine.

The only problem I have is with my phone - the N73 - Version 2.x of the firmware has an annoying bug in it which can crash your phone during a call - and three don't have V3.x of the firmware ready yet. However after speaking with their technical team they are going to pick up my phone for repair tomorrow, leave me with a temporary phone and then try and get mine fixed and back to me asap. If they can't fix it three have offered me either a new N73 or an equivalent phone (eg the N80).

Best consistent customer service I have ever had from a network provider - even more so than vodafone who also have excellent CS!

So in other words don't dismiss three based on their past performance - they have learnt ALOT since they started up, and are now a respectable company

[Beninio]

I was in exactly the same situation a few months back. Orange in my eyes were the best of the bunch but they went downhill a few years ago.

After trying to contest a charge in my bill and being told "it is impossible for our bill to be incorrect" as well as "the time it shows that you made a call on your bill is the time that is on your clock on your mobile phone" I knew it was time to start thinking about moving providers.

[mart_haj86]

Im very impressed with Vodafone myself, they have always been very helpful. Cant complain really.

[dade]

I've been with Orange for 5 years, but after a terrible customer service experience I am going to quit (probably going for 3 or O2). It took me an average time of 50 minutes to get connected to the customer service and when I did, they were hopeless. Just FORGET Orange if you were gonna go with them!

Dave

[Jonny M]

I joined Orange in September of 2005, and was honestly impressed by every aspect of the service. However, by the time September 2006 rolled around they were dire - 45+ minute waits to speak to someone, no help at all, lieing to me about upgrade prices (this eventually got me to leave them). I'm with O2 at the moment who I have no complaints about, but I find myself needing to use my phone less and less because I'm nearly always in the same building as the people who need me, I'm probably going to just go to PAYG at some point in the future.

[herulach]

How come youre not considering t-mob? My experience of their cs is excellent, emails are usually responded to within 2 or 3 housr, either by return or by phone call (admittedly they only ever phone if youre wanting to spend money) And the guys in the stores actually deal with you if youre a web customer, as opposed to some places (02) who basically tell you to sod off and call the 0870 number.

[dave87]

Originally Posted by mart_haj86

Im very impressed with Vodafone myself, they have always been very helpful. Cant complain really.

Yup, both in store and on the phone they were brilliant

[fev]

issues within CS are down to the migration of systems at the moment, there's nothing that can be done to cut queues at the moment. Best times to call are between 7am-11am then 6am-11pm

they're the quieter times in the day

[Leepox]

sticking with orange because of orange wednesdays... thats it really, so far they have been good to me...