Product Type: Orange in Telecommunications Services
Newest Review: ... to check and doing the work myself. I know of many people who do not rate Orange's customer service very highly but we have had the op... more
Brilliant computer service, shame about the humans.
Member Name: lozzypops
Advantages: Fair priced tariffs, good signal availability, personalised tariffs.
Disadvantages: Terrible customer service in store, misleading to get more money!
I have been with Orange now for about 8 years, and I am more than happy to stay with the provider, although maybe a little less now.
I have what I consider a fair contract, and when I have had issues in the past such as lost or faulty phones the service has been brilliant. On receiving my last phone I found one of the functions did not work, a fault with the phone itself that I cannot blame Orange for. I called, got through fairly quickly and was sent a replacement the next day. Brilliant! Because of service like this in the past I have, perhaps stupidly, decided to stay with the company. I hear a lot of horror stories of other mobile providers not being quite so helpful, and feel my loyalty may aid in the good service.
I have good signal most of the time, the only exceptions being in fairly out of the way places. Orange automatically also reviews my tariff every 6 months and lets me know if I am on the best plan for me. This involves them working out averagely what you use in terms of minutes and texts, and suggesting different plans. It is up to you if you change or not, and they do not bug you if you choose not to switch. Last time, this actually resulted in me paying less.
Before recently, this would have been four star review at least, however sadly thanks to one terrible Orange Shop experience this is not going to be the case now. I decided to upgrade my phone, checked online, decided to keep my 18month contract as it was, simply renew it and get a new handset. It was all fine, although once I got to the "confirm" button I had second thoughts, knowing I was at work a lot in the week I decided it was a lot easier to just go and do this in store, get my phone on the day and have everything sorted at once. I went in, was asked to have a seat until a terminal was free. I sat. I waited. I watched 3 customers come in and get served before me before the manager spotted me waiting and found me a staff member to help me. He, at least, was very apologetic, and I was not too angry, I work in retail and these things can happen. At the terminal I explained to the assistant I wanted to upgrade, same contract, told him which phone model I wanted, he checked, yes that was fine. Only I would have to now pay 2 pound more a month. Oh, and I would also lose 250mb of my internet allowance. I questioned this of course, as online it did not change my contract at all, but I was told if I had clicked confirm a box definitely would have came up saying all this. Eager for my phone I let this slide, I do not use that much internet anyway, and obviously trusted he was telling me the truth. Until I noticed he was looking at a contract that stated 24 month. I explained I wanted 18 month, not 24. Not possible, definitely do not offer this, its the 24 month more expensive contract with less internet or nothing. I left. Went home. Upgraded to the phone I wanted with the contract I wanted within 10 minutes. Oh, and no box popped up either.
I am not impressed with being lied to, especially when I made it clear i was fully aware of what I could actually get, and simply was told it didn't exist. I may need some more knowledge of metaphysics to understand how I got it online then.
I would also say his push for insurance was far too harsh. I had to tell him over 5 times I did not want to insure, I explained I felt I would rather take the chance, and if I lose or break my phone, I will suffer the price, but having paid £4 a month for the past 5 years and making no claims, I felt it was wasting money, and did not wish to get roped into another 5 year insurance contract. I am sure they are told to push the insurance sale, but in my opinion it was simply uncomfortable and unnecessary, the hard sell should not be acceptable anymore.
I believe I will stay with orange overall, however I am keeping away from their actual staff in future. If you are interested in joining Orange, please check their website first, and at least you can go in store if you need to armed with the facts. Not that they will listen!
Summary: If Orange was manned by robots, it would be perfect. Or maybe just some staff training until then...