[rant] Do Orange only employ idiots?

I moved house just after changing my address and phoned Orange to tell
them. I received a bill with the wrong address on, didn't notice at first
but the postcode was wrong and the street name was wrong. Royal Mail must
have figured it out.

I didn't receive my next two bills. On checking the address from the last
bill I could see it was wrong, numbers in the postcode were back to
front, street name was spelt wrong. I phoned Orange up to change the
address and get the missing bills re-issued. No problem they said.

I've found out the address wasn't changed and it only happened when I did
it myself on Orange's website. The two bills were re-issued. I've just
received February's bill and I've been charged 2 x £3.00 for a duplicate
bill!

I phoned Orange to ask them to refund me. The way the agent was speaking
made me think the £6.00 refund would be coming out of his own pocket.

First he insisted I'd asked for a copy of my bill (rather than saying I
hadn't received it) so the charge was correct.

After explaining that I asked for it because I never received the bills
because of the incorrect address he insisted that Orange had posted the
bills to the address I gave so they hadn't done anything wrong so wouldn't
do it free.

He then read the address on my account back to me, checked it was correct
and said that's the address that's always been on my account so not their
fault.

I had the duplicate bills in front of me with the butchered address
and asked the tubby to look for himself. He said he could see the
address was different to what was on my account now but "that was just a
printing error" he explained and still insisted the address had always
been correct.

I said it was a printing error then Orange have made a mistake so it's
their fault and not mine. He eventually said he'll refund it as a one-off
but in the future if this happens they will not refund the charge.

I think the person I spoke to either will either be penalised for
refunding me, had to ask a manager which was too much effort. I've no
doubt that he said he'll refund it to get rid of me and there will be no
credit on my next bill and no record of the conversation either.

Tommy wrote:

> I phoned Orange to ask them to refund me. The way the agent was speaking
> made me think the £6.00 refund would be coming out of his own pocket.

>
> I said it was a printing error then Orange have made a mistake so it's
> their fault and not mine. He eventually said he'll refund it as a one-off
> but in the future if this happens they will not refund the charge.
>

Refund? Don't you know that for even asking you could be imprisoned in
the Bastille for treason against the French Republic :-)

--
Dave C

<SNIP>

I believe it is Orange policy to hunt out the most cretinous people or earth
to run their company. I also believe there is a training programme to take
people who originally fail entrance qualification by showing intelligence,
aptitude and problems solving skills and brainwash them into stupidity.

U¿ytkownik "Hugh Jass" <pen15enlargement@yahoo.com> napisa³ w wiadomo¶ci
news:45cc8e1a_3@mk-nntp-2.news.uk.tiscali.com...
> <SNIP>
>
> I believe it is Orange policy to hunt out the most cretinous people or
> earth to run their company. I also believe there is a training programme
> to take people who originally fail entrance qualification by showing
> intelligence, aptitude and problems solving skills and brainwash them into
> stupidity.
>

Hey guys,
if you want to know why are such things happening, read the book "A year in
Merde" by Paul West. It's fantastic and explains a lot of things about
French People as well, why they don't fire their idiot employees.
Raph

Tommy wrote:
> I moved house just after changing my address and phoned Orange to tell
> them. I received a bill with the wrong address on, didn't notice at first
> but the postcode was wrong and the street name was wrong. Royal Mail must
> have figured it out.
>
> I didn't receive my next two bills. On checking the address from the last
> bill I could see it was wrong, numbers in the postcode were back to
> front, street name was spelt wrong. I phoned Orange up to change the
> address and get the missing bills re-issued. No problem they said.
>
> I've found out the address wasn't changed and it only happened when I did
> it myself on Orange's website. The two bills were re-issued. I've just
> received February's bill and I've been charged 2 x £3.00 for a duplicate
> bill!
>
> I phoned Orange to ask them to refund me. The way the agent was speaking
> made me think the £6.00 refund would be coming out of his own pocket.
>
> First he insisted I'd asked for a copy of my bill (rather than saying I
> hadn't received it) so the charge was correct.
>
> After explaining that I asked for it because I never received the bills
> because of the incorrect address he insisted that Orange had posted the
> bills to the address I gave so they hadn't done anything wrong so wouldn't
> do it free.
>
> He then read the address on my account back to me, checked it was correct
> and said that's the address that's always been on my account so not their
> fault.
>
> I had the duplicate bills in front of me with the butchered address
> and asked the tubby to look for himself. He said he could see the
> address was different to what was on my account now but "that was just a
> printing error" he explained and still insisted the address had always
> been correct.
>
> I said it was a printing error then Orange have made a mistake so it's
> their fault and not mine. He eventually said he'll refund it as a one-off
> but in the future if this happens they will not refund the charge.
>
> I think the person I spoke to either will either be penalised for
> refunding me, had to ask a manager which was too much effort. I've no
> doubt that he said he'll refund it to get rid of me and there will be no
> credit on my next bill and no record of the conversation either.
>
>
Ring again and ask to speak to a Team Leader, make a formal complaint
about the CSR, beleive you me complaints are taken seriously.

I have to say I'm not an idiot but then neither am I a CSR!

On Fri, 09 Feb 2007 13:31:20 GMT, Tommy <tommy@t.om.myy> wrote:

>I moved house just after changing my address and phoned Orange to tell
>them. I received a bill with the wrong address on, didn't notice at first
>but the postcode was wrong and the street name was wrong. Royal Mail must
>have figured it out.
>
>I didn't receive my next two bills. On checking the address from the last
>bill I could see it was wrong, numbers in the postcode were back to
>front, street name was spelt wrong. I phoned Orange up to change the
>address and get the missing bills re-issued. No problem they said.
>
>I've found out the address wasn't changed and it only happened when I did
>it myself on Orange's website. The two bills were re-issued. I've just
>received February's bill and I've been charged 2 x £3.00 for a duplicate
>bill!
>
>I phoned Orange to ask them to refund me. The way the agent was speaking
>made me think the £6.00 refund would be coming out of his own pocket.
>
>First he insisted I'd asked for a copy of my bill (rather than saying I
>hadn't received it) so the charge was correct.
>
>After explaining that I asked for it because I never received the bills
>because of the incorrect address he insisted that Orange had posted the
>bills to the address I gave so they hadn't done anything wrong so wouldn't
>do it free.
>
>He then read the address on my account back to me, checked it was correct
>and said that's the address that's always been on my account so not their
>fault.
>
>I had the duplicate bills in front of me with the butchered address
>and asked the tubby to look for himself. He said he could see the
>address was different to what was on my account now but "that was just a
>printing error" he explained and still insisted the address had always
>been correct.
>
>I said it was a printing error then Orange have made a mistake so it's
>their fault and not mine. He eventually said he'll refund it as a one-off
>but in the future if this happens they will not refund the charge.
>
>I think the person I spoke to either will either be penalised for
>refunding me, had to ask a manager which was too much effort. I've no
>doubt that he said he'll refund it to get rid of me and there will be no
>credit on my next bill and no record of the conversation either.
>

Orange is now owned by France telecom - which, unsurprisingly, is a
French company. In common with the rest of France it is populated by
some of the most ignorant, unhelpful, miserable people on the planet.
I'm only surprised that FT haven't made their tubbies answer the phone
in French
--
Cheers

Peter

Please remove the invalid to reply

Nic wrote:
> Ring again and ask to speak to a Team Leader, make a formal complaint
> about the CSR, beleive you me complaints are taken seriously.
>
> I have to say I'm not an idiot but then neither am I a CSR!

Rubbish!

Half the time escalated calls in Orange are taken by other CSR's as
coaches/supervisors can't be arsed. If the escalation is genuinely taken
by a supervisor, the complaint will be written on a post it note and
disposed of after the call ends.. Probably before the supervisor/CSR
have mocked the customer for bothering over £6.

To the OP.. Vote with your feet and go elsewhere. Don't call them again
unless it's for a PAC. The only thing their reps can get right you can
now do online anyway.

Orange have been going rapidly downhill for years.

tommy@t.om.myy declared for all the world to hear...
> I think the person I spoke to either will either be penalised for
> refunding me, had to ask a manager which was too much effort. I've no
> doubt that he said he'll refund it to get rid of me and there will be no
> credit on my next bill and no record of the conversation either.

Go to orange.co.uk and register for online account access, then you can
print/view your bills (fully itemised, even if you dont have paper
itemised bill) at your leisure.
--
Regards
Jon

usenetINVALID@nidum.plus.com declared for all the world to hear...
> I'm only surprised that FT haven't made their tubbies answer the phone
> in French

Zut alors!

Don't give them ideas!
--
Regards
Jon

On Sat, 10 Feb 2007 02:03:18 +0000, D Allison wrote:
> To the OP.. Vote with your feet and go elsewhere. Don't call them again
> unless it's for a PAC. The only thing their reps can get right you can
> now do online anyway.

The only reason I'm with Orange is because it was the network that was
part of the 100% cashback phone. I'm only interested in the free phone but
I have to deal with Orange to make sure I stay elligible for the cashback.
I'll be cancelling at the end of the 12 months regardless.