Posts on quality, life, culture, the media, news & tech with a twist & a slice of Limey. I moved my blog to http://renaissancehambara.jp in December 2006, go there for the latest content.
Saturday, July 17, 2004
Customer Service Heroes and villains
Orange turns me green at the gills
One of the things I have learned over the past couple of weeks is that you can't rely on a brand for consistent customer service, only people.
As you may have read, I had some problems when Three cut my number off. Well credit where credit is due, eventually my problem was dealt with in a most professional and helpful manner by a Scottish customer services lady called Sammy Reynolds.
I decided to move to Orange, they seem on the surface to have their act in gear, WRONG!!! The shop staff near Bond Street tube were happy to sell me a phone but weren't so eager to expedite a swift number port from Three. I eventually called the Orange customer services line and got through to the relevant team, things then got Kaftesque. Orange would not be interested in my number until Three called them. Read Orange was not interested in having my custom in a particularly speedy manner. I had to get Three to call Orange to sort things out. Three had given my number up, yet could not do anything as Orange's systems were down for two days.
Orange did not keep me informed of my progress and dealt with me in a manner that would have impressed a civil servant. This was all happening on the back of me trying to sell my house and my best friend about to give birth. My initial impressions of Orange have been disappointing to say the least. Despite Three facilitating the process as much as possible it still took seven and a bit days to port my number over - this is the minimum standard specified by Ofcom!