Orange customer service

Hi

I have been a loyal Orange customer from the earliest days, back when
we all carried bricks! I was always very happy with their service but
over the past year I have been very disappointed. As a business
customer I always got insurance included as part of my package, then I
was told I would have to pay £6 a month extra for it. Now I just tried
to get my faulty phone replaced but was told although I have been
paying for insurance I also have to pay a £15 "administration fee".

When I signed up for my latest contract I was told I would have a
dedicated business support team to deal with my queries. I just called
then to hear "this number is no longer in use, please call our main
number". I've noticed that Orange's standard contract has changed from
12 months, to 18 months and they're now trying to get me to sign a new
24 month contract. If they offered good customer service they wouldn't
need to lock people into 2 year contracts. It appears that Orange is
no longer a customer focused organisation - I know at least 15 people
who have recently cancelled their contract with Orange ... I will be
the 16th.

It's a shame because as I said, Orange used to be great.

Toby

In article <6c84f7a0-d6ae-48f7-a71d-63998352b0b2
@y21g2000hsf.googlegroups.com>, toby.hobson@googlemail.com says...
> Hi
>
> I have been a loyal Orange customer from the earliest days, back when
> we all carried bricks! I was always very happy with their service but
> over the past year I have been very disappointed. As a business
> customer I always got insurance included as part of my package, then I
> was told I would have to pay £6 a month extra for it. Now I just tried
> to get my faulty phone replaced but was told although I have been
> paying for insurance I also have to pay a £15 "administration fee".
>
> When I signed up for my latest contract I was told I would have a
> dedicated business support team to deal with my queries. I just called
> then to hear "this number is no longer in use, please call our main
> number". I've noticed that Orange's standard contract has changed from
> 12 months, to 18 months and they're now trying to get me to sign a new
> 24 month contract. If they offered good customer service they wouldn't
> need to lock people into 2 year contracts. It appears that Orange is
> no longer a customer focused organisation - I know at least 15 people
> who have recently cancelled their contract with Orange ... I will be
> the 16th.
>
> It's a shame because as I said, Orange used to be great.

Small business support is 345 from the phone, or 07973100345. They are
still there and praise the lord they are still in the UK and there is no
IVR, i.e. it's answered by a human being.

The "admin fee" is another word for excess, and has been in place for a
couple of years now. Small business customers do get free insurance
whils in contract. If you're paying for then you probably are not
registered as a small business customer.
--
Regards
Jon

<toby.hobson@googlemail.com> wrote in message
news:6c84f7a0-d6ae-48f7-a71d-63998352b0b2@y21g2000hsf.googlegroups.com...
>Hi
>I have been a loyal Orange customer from the earliest days, back when
>we all carried bricks! I was always very happy with their service but
>over the past year I have been very disappointed. As a business
>customer I always got insurance included as part of my package, then I
>was told I would have to pay £6 a month extra for it. Now I just tried
>to get my faulty phone replaced but was told although I have been
>paying for insurance I also have to pay a £15 "administration fee".
<snip>
>It's a shame because as I said, Orange used to be great.
>Toby
>
FT Orange have gone out of their way to dumb down their service from
one of innovative excellence, to just offering the same or worse crap as the
rest.

It will happen to any company that doesn't have a Captain like
Belgium Hans Snook no longer at the controls.

Just look at the Heathrow BA T5 fiasco.
Britain excels at overpaid incompetent mediocre management.

I like i suspect every Orange enthusiast, have been hoping for a
Hans Snook Mk2 to get the controls before Orange hits the ground.
Maybe it's too late

Steve Terry

On 22 May, 23:06, "Steve Terry" <gFOUR...@tesco.net> wrote:
> <toby.hob...@googlemail.com> wrote in message
>
> news:6c84f7a0-d6ae-48f7-a71d-63998352b0b2@y21g2000hsf.googlegroups.com...>Hi
> >I have been a loyal Orange customer from the earliest days, back when
> >we all carried bricks! I was always very happy with their service but
> >over the past year I have been very disappointed. As a business
> >customer I always got insurance included as part of my package, then I
> >was told I would have to pay £6 a month extra for it. Now I just tried
> >to get my faulty phone replaced but was told although I have been
> >paying for insurance I also have to pay a £15 "administration fee".
> <snip>
> >It's a shame because as I said, Orange used to be great.
> >Toby
>
> FT Orange have gone out of their way to dumb down their service from
> one of innovative excellence, to just offering the same or worse crap as the
> rest.
>
> It will happen to any company that doesn't have a Captain like
> Belgium Hans Snook no longer at the controls.
>
> Just look at the Heathrow BA T5 fiasco.
> Britain excels at overpaid incompetent mediocre management.
>
> I like i suspect every Orange enthusiast, have been hoping for a
> Hans Snook Mk2 to get the controls before Orange hits the ground.
> Maybe it's too late
>
> Steve Terry

Quick correction to Jon's post:

Only business contracts 18 month and over come with free Orange Care
nowadays

Regards

Simon
Business Telecoms

<simonclark123@hotmail.com> wrote in message
news:e81535a1-17eb-4889-9883-fb09619d7913@59g2000hsb.googlegroups.com...
On 22 May, 23:06, "Steve Terry" <gFOUR...@tesco.net> wrote:
> <toby.hob...@googlemail.com> wrote in message
>
> news:6c84f7a0-d6ae-48f7-a71d-63998352b0b2@y21g2000hsf.googlegroups.com...>Hi
<snip>
>> I like i suspect every Orange enthusiast, have been hoping for a
>> Hans Snook Mk2 to get the controls before Orange hits the ground.
>> Maybe it's too late
>> Steve Terry
>
>Quick correction to Jon's post:
>Only business contracts 18 month and over come with free Orange Care
>nowadays
>Regards
>Simon
>Business Telecoms
>
That's another thing, Snook didn't differentiate personal uses as second
class
as FT Orange does.

and Now I see Orange is insulting our intelligence with the daft "animal"
totem
tariffs on PAYG!

Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
i get 300 mins or text, and 300 on net mins.

Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has a
clue
what the hell they get
FT Orange have spent so much time, effort, and huge wads of money on
"animal",
no one in the exec office will admit the truth that the "emperor has no
clothes on"
As of course it would mean sackings all around

Steve Terry

In article <g19oah$8a0$1@news.albasani.net>, gFOURwwk@tesco.net says...
> Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
> i get 300 mins or text, and 300 on net mins.

I would suggest that a reasonable portion of non-industry people would
not know what "on-net" means.

> Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has a
> clue what the hell they get

Of course they will have a clue. It's not difficult to understand, and
the in-box literature is as plain and simple as it could possibly be!
--
Regards
Jon

"Jon Parker" <spam@jonparker.plus.com> wrote in message
news:MPG.22a4a17b347f5f6398969d@news.cnntp.org...
> In article <g19oah$8a0$1@news.albasani.net>, gFOURwwk@tesco.net says...
>> Umm... let me see, on easy to understand 3 PAYG Stretch 15 (quid)
>> i get 300 mins or text, and 300 on net mins.
>
> I would suggest that a reasonable portion of non-industry people would
> not know what "on-net" means.
>
>> Whereas on say Orange (leaving the sinking ship) "Rat" tariff, no one has
>> a
>> clue what the hell they get
>
> Of course they will have a clue. It's not difficult to understand, and
> the in-box literature is as plain and simple as it could possibly be!
> Regards
> Jon
>
Ummm... why should I have to learn to interpret FT Oranges
animal totem obsession?

Steve Terry