There are no Orange tech/customer support etc agents who actually work directly for Orange. the only agents who work for Orange (hahah agent Orange) are the Orange mobile ones, and they dont really know about the broadband. <br><br>
as usual in callcentres (trust me ive worked in a few) they plunge the poor sods in there with no training. i dont work for Orange, but ive worked for more then one isp, and a couple of cheap landline providers. believe me though, you'll never get an official statement.
When an individual or a group advertise their business to attract customers then they should be able and competent enough to give the service that has been promised and is being paid for by the customers.
Granted, in all businesses there are minor glitches and problems which is understandable, but when people make promises they can't or won't keep for whatever reason either out of incompetence or greed then they have no excuse and deserve everything that they will reap.
It has nothing whatsoever to do with the customer how this or these businesses go about giving the service that was promised. Ie: If you buy a product from a high street store then the store are responsible for the sale of the item with regards guarantee and not the manufacturer. The contract is between the store and the customer. The contract with Orange is between itself and the individual customer and is ultimately responsible for whatever it has sold the customer ie: "a broadband connection at whatever speed it claims will be given" how Oranges achieves this promise is nothing to do with the customer as the customer is not responsible for how Orange runs its business.
Business is business, it's nothing personal.
Now go back to your corners and when the bell goes come out fighting with all you've got
_________________ Spread the word and let's get some action going!
Orange Fightback
Oh dear. You really dont get it do you? Iv seen your site and i think its feeble. I dont think you have any realisation of what working in a call centre is about. Also to hillie their are people supporting broadband for Orange who work for Orange directly.
Dog with a bone you must really think that whatever situation your in requires such an activist approach. I dont beleive it does. I can see you now watching a Daz avert and screaming due to the fact you didnt receive the free promotion in your special pack of Daz. I just think its petty and possibly the real reason you have never gotten anywhere with anyone at Orange is due to the fact that your not civil enough to communicate with. Thats my honest oppinion and im not trying to insult you, im simply trying to understand why you seem to be so hell bent on casting Orange down a pit of dispair.
do tell
This is why agents can not honestly hope to post upon this site and be taken seriously as their is no moderation for anyones biased hatred which frankly makes me sick.
When i ring Orange im a nice guy and things get done, i dont know weather im lucky or its a large factor, I cant prove it either way but i know one thing. I would be more likely to help someone who is malleable to the situation than someone whos stiffer than a dead man.
_________________ ppp_serverdown god damn it i hate it!!!
When i ring Orange im a nice guy and things get done
There comes a point where being Mr Nice Guy is not enough. Having now had an unresolved problem ongoing for 3 months with relentless phone calls and emails at considerable time and cost to me then upping the anti is fair game. If that means being more assertive at the risk of being seen as an activist then so be it. Like 192.168.1.1 I'll happilly take the insults.
Quote:
im simply trying to understand why you seem to be so hell bent on casting Orange down a pit of dispair.
Don't kid yourself, the pit of dispair has been there for a long time now. You can't be that blind to the posts on this forum.
Quote:
I would be more likely to help someone who is malleable to the situation than someone whos stiffer than a dead man.
Me, I'll take the dead man anytime. Unleast they do not treat you with contempt.
your opinion is valid but i just dont like the way dog with a bone talks about people. thats all it just seems inhuman
That'll be the same inhuman that means 'lacking humane feelings and understanding', and humane means 'inflicting as little pain as possible' Three months, No fix to my fault, Being given the run around and treated like punch ball by Orange. Well I think both the definitions suit Orange fine.
Unfortunately a forum is a medium for open discussion. If I do not like something that another poster says in any forum I have a choice. I either walk or engage. I think when it becomes unacceptable is when the discussion drops to a level of personally attacking individuals. Dog with a Bone, although having strong views has always from what I see kept it generic.
you know what thats fair and i retract what i said due to what you have just pointed out. i dont think i should post on this forum as im too deeply involved. sorry
_________________ ppp_serverdown god damn it i hate it!!!
you know what thats fair and i retract what i said due to what you have just pointed out. i dont think i should post on this forum as im too deeply involved. sorry
I think you should grow up a little bit and realise that we all have opinions and have a right to express them. You seem to be chucking your toys out of the pram because you can't get your own way regarding me! That's very immature. Your views here are just as important as mine or anyone elses; apart from that is, clowns who advertise p o r n or paintballing etc.
I haven't slagged anyone off who didn't deserve it (in my opinion). I gave Orange every opportunity in a calm and reasonable manner to sort out the problems that THEY created regarding the service they sold to me and did tell them of my intent on all fronts so I haven't done anything wrong. I've simply exercised my right as a citizen of the United Kindom to free speech and to show my utter disgust at the way I and others who have paid and are still paying for a service are being treated!
Make no mistake my friend, the law is changing with regards companies like Orange and the sooner it does the better.
The word reasonable doesn't exist in the business dictionaries of many companies these days, but rest assured; with sites like this one and people who won't stand for the bullying and bullshitting tactics employed by these grabbing b****** who have the nerve to make promises they can't or won't keep, things will change!
As far as your comments about me are concerned; I have nothing against you for your views.
I have printed them out and at present I am sitting in the smallest room in my house with them before me. Soon they will be behind me Good luck!
_________________ Spread the word and let's get some action going!
Orange Fightback
Oh dear. You really dont get it do you? Iv seen your site and i think its feeble. I dont think you have any realisation of what working in a call centre is about. Also to hillie their are people supporting broadband for Orange who work for Orange directly.
Dog with a bone you must really think that whatever situation your in requires such an activist approach. I dont beleive it does. I can see you now watching a Daz avert and screaming due to the fact you didnt receive the free promotion in your special pack of Daz. I just think its petty and possibly the real reason you have never gotten anywhere with anyone at Orange is due to the fact that your not civil enough to communicate with. Thats my honest oppinion and im not trying to insult you, im simply trying to understand why you seem to be so hell bent on casting Orange down a pit of dispair.
do tell
This is why agents can not honestly hope to post upon this site and be taken seriously as their is no moderation for anyones biased hatred which frankly makes me sick.
When i ring Orange im a nice guy and things get done, i dont know weather im lucky or its a large factor, I cant prove it either way but i know one thing. I would be more likely to help someone who is malleable to the situation than someone whos stiffer than a dead man.
I'll quote you here just to make sure this topic does not get fragmented and confusing due to any editing or backsliding.
Once again your comments whatever they may be as far as I'm concerned are quite welcome!
_________________ Spread the word and let's get some action going!
Orange Fightback
As i say im sorry. It just got to me a bit thats all as i work for Orange but im also a customer and have been for many years and it feels as though you are attacking me directly. Obviously this is not the case but it just feels that way to me. As i say i retract what i said as it was uncalled for however my oppinions do stand regarding Orange. Yes processes are rough and scetchy and it pisses a lot of people off who need help but to me it just seems you want to not only attack Orange but also the people who work for them. Which brings me back to the topic. Of course people from Orange are looking at this site, hell as soon as i post this someone at Orange will attemp to find out who i am and give me a stiff talking to. But the main thing that hits me when i read these posts is that poeple are getting blanketed with one steriotype of "the person that works for Orange"
I mean would anyone work for Orange if they first came here and read how people treat them. I really mean them as in the person not the company. I feel like an annoyed little kid sometimes and yes a acted like one when i posted that and i apologised. I just feel that the people who do try and help are being hard done by.
Orange employees are not allowed to post on these sites if they say who they work for and what their names is so i should be ok. However im sure some of you guys out there at Orange are thinking about helping someone on here so just be carefull.
_________________ ppp_serverdown god damn it i hate it!!!
1. The person may not read off a script, but it sure as hell feels like it. PPP server down, link down. Now when I am connected to the Wireless interface via 4 device and not one of them can get onto the net, it's not going to be a problem with my pc's wireless card is it? So why do I have to reconfigure it? This is not technical it's common sense.
2. After 3 months my Talk, still isn't wrking. "Tech support" either lie, or don't record the fact. Either that or departments don't talk to each other.
How do I know
Quote:
I can see that your issue was raised
with our FSD department on January 23rd.
I have no idea what the FSD is, but I've reported this several times since the begining of December. "Tech support" tell me it's being escalated. To who?
3. How come they don't know how to fix the problem with Talk, but clearly do, because people (eventually) do get it fixed. Indeed if it is the famous
Why not simply send out a live box where they do. Unless of course we are being lied to?
And before you say I have no call centre experience, wrong. I actually design the Telephone systems for our internal ones.
On Technical desks 100% of the people you speak to, will be Technical. Other desks may have no technical staff, but that is not their job.
Customer service are a waste of space, no real sense of urgency. I deal with Telecoms companies on a daily basis (cue it's your hardware response), so I'm used to the lies and fob off, but trust me , Orange (Broadband) are possibly the worst I've dealt with.
Joined: 15 Feb 2007Posts: 10Location: WEST YORKSHIRE
watchyourback wrote:
hello. i am currently a team leader working on behalf of wanadoo at a call centre outsourcing company that wanadoo uses for all aspects of customer service, tech support...etc
i know first hand through the dozens of manager calls i take weekly that wanadoo has some major issues which could use a bit more of a personal touch instead of a standard corporate response. indeed LLU is fastly becoming a crisis but i deal with adsl (normal broadband) issues so any and all questions that are not account specific i will try my utmost to answer for u.
in regards to the post below; the service status can be seen in wandoo call centres so if u give us a ring, we can tell you straight away.
lasty, wanadoo do have a useful system in place for issues like error messages etc. if you go to this url, it is a search engine for all wanadoo info including tech support. please give it a try http://help.wanadoo.co.uk/
any queries, please reply to me
cheers
Hello Team Leader,
For 5 years i've been a happy BT & Freeserve/Wanadoo BroadBand customer using up to 1meg BroadBand with no problems.
14th Sept 2006, After a standard (unrequested) service upgrade my SpeedTouch USB modem started to fail, constantly disconnecting with ridiculous frequency.
I phoned Cust Support numerous times, they did nothing but state the obvious (how to reconnect, Do'h, that's hard).
After a short while i came to the conclusion that the SpeedTouch modem couldn't cope with the standard Orange upgrade to 8meg, so i reported this to Cust Support who promptly ignored me and again stated the obvious (as if it was scripted)
10th Nov 2006, I phoned Orange to cancel stating that the equipment no longer worked for more than a few seconds at a time, at this point for the 1st time i was put through to a UK call centre.
After logging my wish to cancel i was passed on to Tech Support to see if there was any way that i would stay with Orange Broadband, I said i would if they could restore my BroadBand service.
Tech Support offered a LiveBox within 5 days, a free upgrade to BroadBand Plus & NO CONTRACT tie in.
18th Nov 2006, Still no LiveBox so i phoned again, They had no record of my replacement equipment order for the LiveBox, so placed the order again and stated 5 days before it will arrive.
28th Nov 2006, Still no LiveBox so i phoned again & asked to be connected with a Cust Support Manager, instead i was passed to a rude, obnoxiuos Supervisor who stated that there was no record of any LiveBox order & that i would not get BroadBand Plus and also that my LiveBox would take 10 days to arrive, breaking all verbal agreements previously made by both previous Cust Support members.
Against my better judgement i agreed in order to keep the peace, I'd rather have told her to stick it and now wish that i had.
7th Dec 2006, LiveBox finally turned up but wasn't compatible with my PC, had to buy an ethernet LAN card so that i could install my LiveBox.
Problems from word go, still disconnecting & unable to reconnect for several hours at a time, reinstalling software, resetting the LiveBox & LAN card had no effect.
Phoned India again & found out how to reconfigure the LiveBox using the admin password & username, Still the same problem, disconnecting & unable to reconnect for hours at a time.
30th Jan 2007, Phoned Orange Cust Support to report that there was NO BROADBAND on my phone line, was told that it would be reconnected within 48 hours.
30th Jan 2007, Sent a letter to;
Customer Support Manager
Orange Home UK Head Office
Verulam Point
Station Way
St. Albans
AL1 5HE
I outlined my problems and made my complaints, stating that the continual fobb-offs will not be well received.
1st Feb 2007, Still no BroadBand on my line even though the 48 hour deadline has passed.
13th feb 2007, Received a reply to my letter, basically 3 lines off fobb-offs stating that any costs incurred by myself during a period of NO SERVICE are my responsibility, finished off with "I hope this restores your faith in Orange".
No answer to any technical questions.
No cause admitted for the reason behind the problem.
No assurance that the problem will be rectified.
No compensation for dial-up costs.
No timescale given for a return to normal service.
13th Feb 2007, Consumer Direct, BBC Watchdog & Ofcom emailed about the problem with Orange BroadBand & Orange Cust Support.
13th Feb 2007, Phoned Orange Cust Support & asked to be connected with a Cust Support Manager, instead i was again passed to a different but equally rude, obnoxiuos Supervisor who stated that Orange are not in breach of contract and that i should read the small print.
This Supervisor was quite willing to escalate my questions to an argument, refusing to provide any information about what was being done, only that they were working on the problem & eventually refused to answer any more of my questions.
One bit of information that i did get out of this Supervisor is that if Orange BroadBand users set up an Orange AnyTime account to use when they are not receiving BroadBand, then the £14.99 monthly fee will be refunded.
I tried to set up an Orange Dial-up account way back in 2006 but the webpages would time-out before they loaded making it impossible to proceed through the online account set-up and installation.
13th Feb 2007, Using BT Yahoo to connect to the internet, I set up an Orange AnyTime account which was cancelled by Orange within 24 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
15th Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 6 days, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
21st Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 2 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
22nd Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 5 days, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
28th Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which has lasted the day so far...
There is still NO BROADBAND on my phone line, during the last 3 month i have had BroadBand for less than 19 days, I haven't heard a thing from Orange for 4 weeks.
i have a bit of a confession to make, i work in one of the contact centres that Orange have outsourced to, i shall not say which one but im here to help, as you can see from my post about the installation CD's, which has been stickied in the livebox issues section. I shall continue to post more fixes as time goes on, if you feel that i should be able to post a fix to a particular problem, send me a PM on the site, and i will delve into my knowledge and find a solution for you, even if i have to take it to work and ask around with others, believe me, there are some people in the call centres that DO want to help, you are just unlucky enough to not get to them!
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Good luck!
