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20-07-2007, 06:43

I used to think Orange was the best network... I've stayed with them for 10 years. BUT, since they moved one of their call centres to Malaysia they seem to have gone down hill rapidly.

I called them to activate a change of name of my account after getting married a couple of weeks ago. The guy taking the call seemed incapable of understanding my request - and after 10 minutes arguing with him I asked for a supervisor on the grounds that his English wasn't sufficient to deal with my "complicated" request. Eventually I got someone with a better grasp of English, who insisted I had to take my marriage certificate into an Orange shop because they couldn't do it over the phone and refused to give me an address to write to as they "only have an address for complaints". Working in a city centre, I tried to explain I didn't want to queue an hour just to see someone - which they couldn't understand.... told me "oh, you'll only have to wait a few minutes"... I guess they've never been to Bham city centre at lunch time!!

SO, eventually I get to an Orange shop only to find they cannot help me and have to call the helpdesk in... yup, Malaysia!! After another disagreement with them (cos I'm only in the shop cos they were adamant I had to go there) I gave the phone to the assistant and told him to deal with it. He finally gets a fax number from them and kindly faxes over my marriage certificate.

By this time I'm completely fed up with them and call retentions when I get home for my PAC code to change networks. Well, funny that retentions are in the UK. After a good 15 minutes with the staff member trying to offer me various deals to stay, I got bored and reminded her the reason I was cancelling was the lack of understanding by their Malaysian call centre and I wanted a network providing support in the UK. She finally agrees to send me the PAC and the call is terminated.

I've since had a further 2 calls from Orange (UK) asking why I'm leaving and trying to offer me deals to stay. I could probably even be convinced as I've never really had bad service and I have a reasonable talk plan... BUT... 2 weeks later they still haven't actioned my change of name and seem to know nothing about it. I did try the call centre again (Malaysia), just to give them one more chance cos I haven't decided yet which network to go with, and they told me to take my marriage certificate into an Orange shop. Haven't we been here before and gotten nowhere?? YUP!!

PAC code has finally arrived so I just need to decide whether it's 02 or Vodafone.

20-07-2007, 06:43	#25
PÃƒÂ¸Ã¢â‚¬Â ÃƒÂ¸Ã†â€™GÃƒÂ¸LÃƒÂ Inactive Join Date: Jul 2005 Location: West Midlands, UK Services: 10meg BY Cable Posts: 222	Re: I just decided Orange are crap I used to think Orange was the best network... I've stayed with them for 10 years. BUT, since they moved one of their call centres to Malaysia they seem to have gone down hill rapidly. I called them to activate a change of name of my account after getting married a couple of weeks ago. The guy taking the call seemed incapable of understanding my request - and after 10 minutes arguing with him I asked for a supervisor on the grounds that his English wasn't sufficient to deal with my "complicated" request. Eventually I got someone with a better grasp of English, who insisted I had to take my marriage certificate into an Orange shop because they couldn't do it over the phone and refused to give me an address to write to as they "only have an address for complaints". Working in a city centre, I tried to explain I didn't want to queue an hour just to see someone - which they couldn't understand.... told me "oh, you'll only have to wait a few minutes"... I guess they've never been to Bham city centre at lunch time!! SO, eventually I get to an Orange shop only to find they cannot help me and have to call the helpdesk in... yup, Malaysia!! After another disagreement with them (cos I'm only in the shop cos they were adamant I had to go there) I gave the phone to the assistant and told him to deal with it. He finally gets a fax number from them and kindly faxes over my marriage certificate. By this time I'm completely fed up with them and call retentions when I get home for my PAC code to change networks. Well, funny that retentions are in the UK. After a good 15 minutes with the staff member trying to offer me various deals to stay, I got bored and reminded her the reason I was cancelling was the lack of understanding by their Malaysian call centre and I wanted a network providing support in the UK. She finally agrees to send me the PAC and the call is terminated. I've since had a further 2 calls from Orange (UK) asking why I'm leaving and trying to offer me deals to stay. I could probably even be convinced as I've never really had bad service and I have a reasonable talk plan... BUT... 2 weeks later they still haven't actioned my change of name and seem to know nothing about it. I did try the call centre again (Malaysia), just to give them one more chance cos I haven't decided yet which network to go with, and they told me to take my marriage certificate into an Orange shop. Haven't we been here before and gotten nowhere?? YUP!! PAC code has finally arrived so I just need to decide whether it's 02 or Vodafone.