Friday, 5 October 2012

Orange, you are so terrible that it's funny

I have never before used my blog to call out companies for shocking service. But this is so outrageous that it made me laugh. Does anyone else remember the That's Life saga with the "but I've got no gas!" craziness when British Gas tried to bill a customer for gas when he wasn't even connected? If That's Life was still on, I would be sending this in to them so that everyone else could have a good laugh.

Here is my original e-mail to them, using their own "contact us" e-mail system:
"I am no longer an Orange customer, although I am still receiving text messages from Orange about promotions which I am not able to enter, and I am unable to unsubscribe from them. I would like my number removed from your database.

I have tried to go into an Orange branch with my request, and they were unable to help. I have tried calling your Helpline, but not only was there no number to press for anything close to my query, but the recorded message told me that there was an hour's wait to speak to a customer service representative. There isn't even an option in the obligatory subject line above which is close to my query.

I shouldn't have to point out how unacceptable this is.

Please would you remove my number from your marketing database?
Thank you"

Today I received this response:
"Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time.

For the moment, can we ask you to use one of our alternative Customer Service channels, where our advisors will be happy to answer any question or resolve any enquiry you may have.

You can contact us, between 8am to 10pm by :- 

  • dialing 150 from your Orange handset or
  • calling us on 07973100150 from a landline*
  • If your abroad you can also contact on 07973100150**
  • You can manage your account online, 24 hours a day at Your Account
  • You can also manage your account and get answers to most questions, using our Your Orange app, available to download for all smartphones
  • You can talk to one of our agents using our Click to chat services on our website
  • Alternatively, our Orange helpers are always ready to provide support if you visit our social media sites @OrangeHelpers on twitter or search for Orange Helpers on Facebook
Apologies once again, but we hope to be back soon with an even better email service, so we appreciate your understanding at this time.

*calls are charged at local rates if you're a BT customer, but if you're with another provider it may cost more so do check
** calls are charged at international rates.

A-hahahaha! You've GOT to be kidding me!

OK. You goaded me.

They're so short-staffed at Orange that they've given the job of writing the official apology e-mail to one of their kids who hasn't passed an English exam yet. Advisors? Dialing? My abroad? Haha!

In addition, my complaint is that I am NOT an Orange customer so I can't do any of that stuff except the part about sitting in a queue for an hour being charged at local rates. But since they have suggested taking this to Twitter and Facebook, I might just do that....


Georgina said...

Its probably something to do with EE - the new combined service from T Mobile and Orange! Oh yes they have joined together to form one larger more shocking customer service black hole! Hope you get it sorted - I would certainly put it on facebook though - might be the only way you get a response !

Squirrel x said...

You have my sympathy hunny - Orange are our broadband provider and one word comes to mind is c**p. It breaks down at least three times a week. And of course, it is always our fault - strangely, it always goes off overnight, when we are in bed asleep. Unless of course it is Vince to blame ...... !! Hugs Sxx

Tam said...

ugh! can you report them for spam? LOL

Anonymous said...

I'm currently trying to make a formal complaint to Orange. Contrary to the advice in their Complaints Code, anyone you speak to via 150 insists that you have to send an email.

So I did and they're still responding with the same grammatically incorrect email. It's almost as if they'd rather not be contacted via a method where there's an audit trail...