Orange's Poor Customer Communications

I am a BT customer and have seen many criticisms of their customer service
but they are far better than Orange. Many emails over the last few months
that I send to my cousin, who is an Orange customer, are bounced back by the
Orange server with a message that the content has been rejected. Send them
again and they go through fine. He has emailed customer service and gets
a reply asking him to try this or that. He tries it, replies, and gets a
response from a different person who wants to try and start the case off
again from scratch. This has happened in excess of a dozen times. In
desperation he wrote a carefully and politely constructed letter to the
Chief Executive at the registered office and received the following reply:

"Our Ref. FS/#########/327224/Lyndsey Batterton

hello #####, Thanks for your recent letter dated 20 July 2007.
I'm sorry to learn of the problems that you're experiencing
with our service.
We're aware that some of our customer have been experiencing
problems with their emails recently. Our technicians have now
resolved this issue and customers should experience no further
disruption to their email service.
If you're still experiencing problems, please visit our website
http://help.orange.co.uk/categoryBrowse.do and type in the articles
KB4356, KB4355 and KB75, as these may be of assistance to you.
If you've any further queries regarding this issue, please don't
hesitate to contact our technical support team on 09062 517 517*.

Thanks for taking the time to write to us.

*Calls charged at premium rate.

Yours Sincerely

Lyndsey Batterton
Customer Care"

This is no more than a badly written boiler plate email printed on company
letterhead. Orange's Chief Executive should be thoroughly ashamed that his
staff are sending out such unprofessional letters on his behalf. I might
moan about BT but I cannot imagine them ever sinking to this level of
amateurism.

--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)

In message <(E-Mail Removed)>
at 19:58:22 on Sat, 4 Aug 2007, Keith Willcocks
<(E-Mail Removed)> wrote
>This is no more than a badly written boiler plate email printed on company
>letterhead. Orange's Chief Executive should be thoroughly ashamed that his
>staff are sending out such unprofessional letters on his behalf. I might
>moan about BT but I cannot imagine them ever sinking to this level of
>amateurism.
>
At least they are being typed by a human and not scraped in from
standard phrases. I had a reply from an Indian guy, and it had all the
hallmarks of Indian speak. Needless to say, it was unsatisfactory and I
am now taking the issue up with the ISPA
--
Mike News

"Mike" <turnpike_user@turnpike_REMOVEuser.THIScomANDTHI S> wrote in message
news:(E-Mail Removed)...
> In message <(E-Mail Removed)>
> at 19:58:22 on Sat, 4 Aug 2007, Keith Willcocks
> <(E-Mail Removed)> wrote
>>This is no more than a badly written boiler plate email printed on company
>>letterhead. Orange's Chief Executive should be thoroughly ashamed that
>>his
>>staff are sending out such unprofessional letters on his behalf. I might
>>moan about BT but I cannot imagine them ever sinking to this level of
>>amateurism.
> >
> At least they are being typed by a human and not scraped in from standard
> phrases. I had a reply from an Indian guy, and it had all the hallmarks
> of Indian speak. Needless to say, it was unsatisfactory and I am now
> taking the issue up with the ISPA
> --
> Mike News

Like:
"Yes, we know about problem. Please to reboot computer and problem go away.
Thanking you for telegraphing Bangalore and very goodnights to you in the U
of K.
Please not to harm any bovine animals during reboot, even if infected with
TB."

;-)

George

On Sat, 4 Aug 2007 20:37:33 +0100, "George Weston"
<(E-Mail Removed)> wrote:

>
>"Mike" <turnpike_user@turnpike_REMOVEuser.THIScomANDTHI S> wrote in message
>news:(E-Mail Removed)...
>> In message <(E-Mail Removed)>
>> at 19:58:22 on Sat, 4 Aug 2007, Keith Willcocks
>> <(E-Mail Removed)> wrote
>>>This is no more than a badly written boiler plate email printed on company
>>>letterhead. Orange's Chief Executive should be thoroughly ashamed that
>>>his
>>>staff are sending out such unprofessional letters on his behalf. I might
>>>moan about BT but I cannot imagine them ever sinking to this level of
>>>amateurism.
>> >
>> At least they are being typed by a human and not scraped in from standard
>> phrases. I had a reply from an Indian guy, and it had all the hallmarks
>> of Indian speak. Needless to say, it was unsatisfactory and I am now
>> taking the issue up with the ISPA
>> --
>> Mike News
>
>Like:
>"Yes, we know about problem. Please to reboot computer and problem go away.
>Thanking you for telegraphing Bangalore and very goodnights to you in the U
>of K.
>Please not to harm any bovine animals during reboot, even if infected with
>TB."
>
>;-)
>
>George
>

Well, I hope I am not going to get any hassle when I call Orange
tomorrow to cancel my Orange account! (I hope, too, that I won't have
to keep badgering them to cancel the credit card payment facility.)

MM

In message <(E-Mail Removed)>
at 07:44:15 on Sun, 5 Aug 2007, MM <(E-Mail Removed)> wrote
>(I hope, too, that I won't have
>to keep badgering them to cancel the credit card payment facility.)
>
Oh dear, you're going to struggle with that one I think unless you
cancel your card
--
Mike News

In message <(E-Mail Removed)>
at 20:37:33 on Sat, 4 Aug 2007, George Weston <(E-Mail Removed)>
wrote
>Like:
>"Yes, we know about problem. Please to reboot computer and problem go away.
>Thanking you for telegraphing Bangalore and very goodnights to you in the U
>of K.
>
Use of the phrase "the same" like this
Router is unsupported by Orange and at present Orange cannot provide any
technical support for the same.

Basically, since I've been LLU'd my speed is atrocious, and India refuse
to progress my call even further. I did try the livebox they delivered
to me when I first started, but it won't go online
--
Mike News

On Sun, 5 Aug 2007 10:26:56 +0100, Mike
<turnpike_user@turnpike_REMOVEuser.THIScomANDTHI S> wrote:

>In message <(E-Mail Removed)>
>at 07:44:15 on Sun, 5 Aug 2007, MM <(E-Mail Removed)> wrote
>>(I hope, too, that I won't have
>>to keep badgering them to cancel the credit card payment facility.)
> >
>Oh dear, you're going to struggle with that one I think unless you
>cancel your card

What happens? One tells Orange that one wants to cancel, and then they
keep charging the credit card for months afterwards?

What I plan to do is ring them to cancel (they require a phone call, I
believe), then write to them to confirm the telephone call, sending
that letter by special delivery (who cares if it costs a fiver), then
the very first time I get an erroneous payment on my credit card
statement I'll be on to Mastercard with the "proof" quicker than you
can say antidisestablishmentarianism.

MM

On Sun, 05 Aug 2007 11:06:00 +0100, MM <(E-Mail Removed)> wrote:

>On Sun, 5 Aug 2007 10:26:56 +0100, Mike
><turnpike_user@turnpike_REMOVEuser.THIScomANDTHIS > wrote:
>
>>In message <(E-Mail Removed)>
>>at 07:44:15 on Sun, 5 Aug 2007, MM <(E-Mail Removed)> wrote
>>>(I hope, too, that I won't have
>>>to keep badgering them to cancel the credit card payment facility.)
>> >
>>Oh dear, you're going to struggle with that one I think unless you
>>cancel your card
>
>What happens? One tells Orange that one wants to cancel, and then they
>keep charging the credit card for months afterwards?
>
>What I plan to do is ring them to cancel (they require a phone call, I
>believe), then write to them to confirm the telephone call, sending
>that letter by special delivery (who cares if it costs a fiver), then
>the very first time I get an erroneous payment on my credit card
>statement I'll be on to Mastercard with the "proof" quicker than you
>can say antidisestablishmentarianism.

Well, actually, it was all quite painless. The Orange help desk was
polite and friendly. No 3rd degree as to why I'm leaving.

MM

"MM" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On Sun, 05 Aug 2007 11:06:00 +0100, MM <(E-Mail Removed)> wrote:
>
>>On Sun, 5 Aug 2007 10:26:56 +0100, Mike
>><turnpike_user@turnpike_REMOVEuser.THIScomANDTHI S> wrote:
>>
>>>In message <(E-Mail Removed)>
>>>at 07:44:15 on Sun, 5 Aug 2007, MM <(E-Mail Removed)> wrote
>>>>(I hope, too, that I won't have
>>>>to keep badgering them to cancel the credit card payment facility.)
>>> >
>>>Oh dear, you're going to struggle with that one I think unless you
>>>cancel your card
>>
>>What happens? One tells Orange that one wants to cancel, and then they
>>keep charging the credit card for months afterwards?
>>
>>What I plan to do is ring them to cancel (they require a phone call, I
>>believe), then write to them to confirm the telephone call, sending
>>that letter by special delivery (who cares if it costs a fiver), then
>>the very first time I get an erroneous payment on my credit card
>>statement I'll be on to Mastercard with the "proof" quicker than you
>>can say antidisestablishmentarianism.
>
> Well, actually, it was all quite painless. The Orange help desk was
> polite and friendly. No 3rd degree as to why I'm leaving.
>
> MM

That's because they know they're going to continue taking your money ;o)
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)

On Sun, 5 Aug 2007 15:59:16 +0100, "Keith Willcocks"
<(E-Mail Removed)> wrote:

>
>"MM" <(E-Mail Removed)> wrote in message
>news:(E-Mail Removed).. .
>> On Sun, 05 Aug 2007 11:06:00 +0100, MM <(E-Mail Removed)> wrote:
>>
>>>On Sun, 5 Aug 2007 10:26:56 +0100, Mike
>>><turnpike_user@turnpike_REMOVEuser.THIScomANDTH IS> wrote:
>>>
>>>>In message <(E-Mail Removed)>
>>>>at 07:44:15 on Sun, 5 Aug 2007, MM <(E-Mail Removed)> wrote
>>>>>(I hope, too, that I won't have
>>>>>to keep badgering them to cancel the credit card payment facility.)
>>>> >
>>>>Oh dear, you're going to struggle with that one I think unless you
>>>>cancel your card
>>>
>>>What happens? One tells Orange that one wants to cancel, and then they
>>>keep charging the credit card for months afterwards?
>>>
>>>What I plan to do is ring them to cancel (they require a phone call, I
>>>believe), then write to them to confirm the telephone call, sending
>>>that letter by special delivery (who cares if it costs a fiver), then
>>>the very first time I get an erroneous payment on my credit card
>>>statement I'll be on to Mastercard with the "proof" quicker than you
>>>can say antidisestablishmentarianism.
>>
>> Well, actually, it was all quite painless. The Orange help desk was
>> polite and friendly. No 3rd degree as to why I'm leaving.
>>
>> MM
>
>That's because they know they're going to continue taking your money ;o)

The bloke assured me that my most recent payment would be the last!

MM