posted on Aug, 21 2012 @ 12:43 PM
Orange has to be one of the most god awful companies on this awesome little planet.
I ordered a 20Mbit/s connection off them 3 months ago and so far all I get is 1-2mbit/s so roughly 10% of what I was quoted on the phone. I spent the
standard 10 days waiting for the speed to go up as they always say it takes a while for the connection to settle in and become stable. I can deal with
that no problem. I completely understand that every single is different and can't handle the same speeds.
However, after 3 months I'm still having the same issue. Next step was obviously to call the Tech Support guys. So far I've spent over 20 hours(no
joke) on the phone over the past few weeks. Obviously they started diagnosing right from the start. They asked me to reset the router, change the
filters, change the cables, try a different router, ask me about what else is hooked up to the phone line (nothing except router) and to check my
computers for viruses. I have 3 machines running, all virus free.
Once I was told that there was a problem with my local exchange, that someone was there RIGHT NOW to fix it. My exchange is only down the road from
me. Happy coincidence right? No. A blatant LIE to get me off the phone. I know where the exchange is and I didn't see ANYONE there. Needless to say
the problem persisted.
Every SINGLE time I call they make me go through the standard scripted diagnostic questions, they MUST see how many times they've made me go through
this. When I insist that it's a problem with the socket or the line to the exchange they brush it off and tell me to wait 72 hours.
In total I was promised 6 call backs, 1 of which actually happened. Today I waited for 7 (!) hours on the sofa waiting for the Engineer who was
supposed to show between 8am-1pm. Needless to say he didn't turn up. I was on the phone straight away demanding an answer as to why I just lost a
days wage for nothing. They said each engineer receives a little note for each customer, briefly describing the problem including contact details.
They told me my note was too long and didn't make it through the system.
A major international communication company that fails at communicating internally. OH THE BLEEDING IRONY! Didn't even get an apology.
Another thing that completely fobs me off is that bout 2 of those at LEAST 30 people I spoke to could actually handle the English language somewhat.
Now I know how hard it is to learn a second language, I was forced to learn English and Spanish along with my first language which is swiss-german and
german. It's just so DAMN hard to understand someone with a thick indian accent over a damn phone. It just makes me want to explode.
I could go on and on about how god damn much I hate this company and everyone involved in it. No one has been helpful so far. I've been lied to, cut
off, put on hold for 20 minutes THEN cut off, also got cut off for trying to explain the difference between MegaBYTE and MegaBIT, a concept they have
clearly never heard of before. Mind you I sound agitated now but on the phone I'm always respectful, calm (as hard as it is, sometimes the occasional
long sigh) but I never swear or insult them, I know that's no way to treat people and get's me nowhere in the end.
I can't even think a straight sentence without shaking a bit with anger. Trying to sort this out over a phone is so damn frustrating, I wish there
was a shop counter I could bang my fist on so someone actually listens.
Something clearly needs to happen with customer service in this country. This is by FAR the worst case I've encountered, unfortunately not the only
Customer service is dead. As long as You give them money they are happy and don't give 3 rat droppings about your product satisfaction.
Wow that felt good.