A word ref: Orange Customer Support

[Zak33]

A quite ridiculous drop off in customer support has occured.

I've been Orange for 4 years, and that's because they answer fast, sort problems and offer unparalled service.

Well....they did! Now it's 1-> 1 1/2 hours on hold, and it is tiring me out.

New 5500, wanted it for a long time, new tariff, went and pre ordered in store, and collected.

Text Message Centre wont work....cant input it. Need SIm update.

Long Story -> Short.....I was on hold for so long, for so many times, that my total time spent on 150 (Orange Customers *cough* Support) has exceeded 5 hours.

I sorted the problem myself eventually by fluke, putting a few other sim cards in until the phone sorted itself out and is now working...

but what a nightmare.

Qucikest I've got through? 15 minutes, by calling the "I'm leaving ORange" line and bluffing my way through to an internal transfer.

Longest? 1 hour 50 minutes.

Do the Orange staff know how long we're holdng? Nope...they have no way of knowing why so many people are angry when they get through. That's not a good way to run a call centre.

Rant over.

[0iD]

I normally call in the early hours if I can, but I've been waiting 12 days for a PAC code from them.

[theuncharmed]

I'm on Orange and I rarely have a problem with their phones or network and when I do need to call, like the other week 5 mins waiting just after lunch time and I got straight through. 5 mins later I was off the phone and chuffed

Sorry to hear your not getting on as well as you did with Orange, but whos better? 3? Vodafone? BTCellnet? and that other one ... is it Onetel?

Vodafone would be my only other choice.

[Steve]

Do the Orange staff know how long we're holdng? Nope...they have no way of knowing why so many people are angry when they get through. That's not a good way to run a call centre.

Trust me, they probably do know how long you've been waiting. When I worked in a customer service center, I could see the length of the queue on my phone's display.

[b0redom]

Orange domestic and business customer support have screwed up my account so badly, the local store manager is offering to buy me out of a business and domestic contract. She also said that if they do that, there may be no way of recreating a new Orange account, so I'd have to leave the network.

Anyone have recommendations? How good are 3? They seem to be offering some fantastic deals.

As an aside, the various people I've been talking to tell me that they are moving call centres about, hence the (very) long queues, and that normal service will be resumed "in the near future".

Tom

[MD]

personally I would go with Vodafone at the moment, excellent customer service excellent call pickup time, much better range of phones, and I have had three now, all unlocked and unbranded.

Matt

[dave87]

Mate of mine (actually sharing a house with him at Uni atm) was on hold for 4 hours - and just ended up giving up. This was all after they managed to screw up porting his number accross from his previous provider - ie his phone has been useless for the last week. Lets just say he was not a happy chappy....

[dave87]

personally I would go with Vodafone at the moment, excellent customer service excellent call pickup time, much better range of phones, and I have had three now, all unlocked and unbranded.

Matt

Yup, that's who I'm with currently, due to their great student deals

(£25/month - 125 mins unlimited txt & mms)

Oh, and the k800i for free