Product Type: Orange in Telecommunications Services
Newest Review: ... moving away for university in 4 months and will very happily be ending my contract with Orange never to return. I have only ever been with... more
POOR POOR POOR customer service! never have i experienced worse
Author Name: helen cheng
Advantages: good reception
Disadvantages: BAD customer service, long waiting times to speak to operater
I have been a customer with orange for more than 5 years and have never had any problems. 4 of those years was pay as you go- no problems there. My orange contract seemed to be fine until i went on holiday.
I purchased a bundle called 'text 75' which enables me to text abroad for £15 for 75 texts. I purchased this before i left for my holiday and also during my holiday (sinc the 1st bundle ran out).
Once i came back home i was dreading to see my bill- as i did realise it wasn't going to be in my usual price range. Well well well! My bill had infact been overcharged more than £70! it turned out that they had charged the bundles and also continued to charge 50p for each of those texts i had sent home. Obviously that was a mistake on their behalf. I rang customer services and after about 20 minutes to try to explain to the advisor, he refused to see any problem and 'tried' to explain what had actually happned- i had sent too many texts and that was the price! After trying to explain to this person what had happend, bout 15 minutes after that he finally seen the error. Spoke to some department and said they would call me back once they had recalculated the errors.
surpirse surpise- did not call. I tried several times after that, which everytime i waited over 20 minutes before i got put through, same thing happened, the advisor tried to correct me by saying i had sent far too many texts and there was no error- apparently they don't have updates of when i last called or any queries to which i last made.
this happened several times, not to mention the many times while i was speaking the advisor actually cut me off. I believe they thought my case was just too much hassle for them to deal with and decide to cut me off!
Each time i called (sometimes more than 5 times a day) i got cut off repeatedly or was put on hold then cut off, this of course, even to a patient person like myself, is extremely furstrating. i also tried to send emails but with no success.
overall orange reception may be good. but customer service is unbelievably poor. I have now left orange (well contract is ending soon so hope that goes smoothly) and now have a vodafone contract. Customer service there has been good, so far.
long waiting times when calling customer services (sometimes more than half an hour!)
customer representatives don't seem to care less
what use is it to give good deals etc when the slightest problem arises and they don't have efficient staff to deal with problems? Never again i will be back with orange!
Summary: one word- dissappointing! need i say more?