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Old 27.01.2011, 12:47
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Orange - my customer service experience

Well, after 3 months of various tug-of-wars with Orange, I thought it's time to share, as I don't really have any idea how to proceed

I'm here on an L-permit and so is my wife. Using this L-permit I bought an iPhone + abo. This in itself was kind of lame from the start:
1. Order through the website
2. Got an email asking for a fax with my permit
3. Try to send the fax, number is not working
4. Call them and get another fax number
5. Try to send the fax, number is not working either
6. Call them again, ask if i can send by email, answer is no, fax only
7. Go to Orange dealer, give them permit to fax, they have no luck either
8. Call again, this time i'm informed i can send it by mail
9. Send by mail. Ask for confirmation. No answer after various emails for the next two weeks.
10. Call again to check if they got it, they did.
11. I get the phone some month and a half later

Now I'd like to do the same for my wife (minus the phone) and it's basically the same workflow repeated, except:
7. Go to Orange dealer, they told me they sent it ok.
8. On the way home I look at the fax paper, it says "send error"
9. I call to ask if they got it, after some long pauses and fumbling they tell me they do and I'll get the sim-card in the next days.
10. Holidays pass (about 1 month). I don't get anything.
11. I call again, the guy tells me I need to call between 9-19, because they'll need to talk to my wife.
12. The next day I call in the given interval, I'm told the order was canceled. They don't know why, but they'll email the other department to check and call me back in the next 24h.
13. They don't call me back, so I call them. Finally I'm told she needs to pay a security deposit to get the abo, because of the L-permit. I tell them I didn't have to pay such a thing, and I got a 300sfr phone, not a 10sfr abo. They tell me those are the rules and there's nothing I can do about it. I ask why those rules didn't apply to me. They don't know and the guy quite frankly sent me on my way.

So finally I'm at the point that I don't know what to do. I got Orange because I'm an Orange customer for 10 years in my home country, where I really have nothing to complain about...in 10 years! Here, it's like a nightmare filled with incompetent zombies.

I've tried finding some email address or phone number or something where I can file a complaint, but couldn't find any. I'd normally dump them, but given I have Orange I'd of course rather have my wife on Orange too.

In the end...I guess there is no purpose to this post, other than to vent and maybe let others know to choose other providers (although from what I've heard, it's not sure they're better).

ps: i'm probably going to get a prepaid card
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Old 27.01.2011, 12:51
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Re: Orange - worst customer service ever?

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ps: i'm probably going to get a prepaid card
Just be careful, the prepaid terms to not cover the surfing on your mobile. You may be asked to pay up if you have spent your prepaid balance on surfing and then try to call somebody!

Also, a security deposit is not exactly unheard of here...

Good luck
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Old 27.01.2011, 12:54
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Re: Orange - worst customer service ever?

Sorry, I meant get a prepay for my wife. I'll stick with my no-deposit-needed abo
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Old 27.01.2011, 13:21
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Re: Orange - worst customer service ever?

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In the end...I guess there is no purpose to this post, other than to vent and maybe let others know to choose other providers (although from what I've heard, it's not sure they're better).
The general consensus on this forum is that all providers of TV, internet and phones are the worst.
The only choice you have is to which group of complainers you want to belong to.
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Old 18.10.2011, 17:37
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Re: Orange - worst customer service ever?

I ordered a new iPhone from Orange last Monday and the confirmation email said that it should arrive by Friday.

I've called every day since Thursday last week and gotten a different answer every time. I asked why it's been delayed 'It happens sometimes there is no special reason for the delay'

So seriously....everyone...just go in the store and get the phone. I can't even cancel the order and do this
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Old 18.10.2011, 18:02
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Re: Orange - my customer service experience

I ordered a phone plus SIM card on their website and it came alright in a very reasonable time (one week). Phone worked perfecty, except, when I tried to activate the SIM card, it would not let me do it saying it was an "unprovisioned SIM". WTF?

Went into the store to check why, and, for some obscure reason, their system recognized the order but not the SIM, so the customer person in the store had to phone someone and manually re-enter my details and the details of my order (how much data, how much texts, calls, etc.). They even asked me: did you place the order on the correct website (orange.ch) and not another one? Really??? Didn't I get the stuff delivered???

Not a very promising start. Let's see what happens when the bill comes, hopefully they don't s**** up this one too!
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Old 18.10.2011, 18:02
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Re: Orange - my customer service experience

I can recommend going through digitec instead of the official Orange stores.

I went to the digitec shop in Zurich, and found that they knew more about the Orange contracts than the "assistants" in the Orange shops I'd been to. I walked out on the same day with the phone I wanted and the contract I wanted.

The other advantage is that they have a wider range of phones, and the phone will almost certainly be unlocked - even though you still get the phone at a subsidised price.

Worth a try, anyway.
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Old 18.10.2011, 18:35
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Re: Orange - my customer service experience

I ordered a san francisco from orange for collection at the store, they then emailed to say it wasn't in stock, so I ordered from Amazon instead, but now I'm still waiting for a refund from Orange a month later because the store apparently hasn't returned the first one I ordered to the warehouse yet (even though they told me it wasn't in stock)...

Theiving 917's

Needless to say I wasn't ever planning on leaving it as Orange, the first thing I did when I got is was throw away the orange sim, unlock it, root it and install another version of Android.

All I can do now is email them every couple of days in the hope that eventually I get my money back...
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Old 18.10.2011, 18:41
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Re: Orange - my customer service experience

Hi all,
I wanted to remind orange clients that if you wish to end the abo with orange, you should call before 1 months up to the last day of the contract.
It is shame that I didn't know or didn't read the contract paper first,
when I wanted to cancel the last day of the contract but it already extended by 12 months again, and if you want to cancel you will be charged 300 chf. It is just unfair and I don't know what to say cause contract is still running but I won't be in switzerland next year,
Just really frozen rules... at least they should ask me to cancel or to be continued.
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Old 18.10.2011, 18:53
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Re: Orange - my customer service experience

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Hi all,
I wanted to remind orange clients that if you wish to end the abo with orange, you should call before 1 months up to the last day of the contract.
It is shame that I didn't know or didn't read the contract paper first,
when I wanted to cancel the last day of the contract but it already extended by 12 months again, and if you want to cancel you will be charged 300 chf. It is just unfair and I don't know what to say cause contract is still running but I won't be in switzerland next year,
Just really frozen rules... at least they should ask me to cancel or to be continued.
If you have a letter from the commune saying you're leaving you wont have to pay any ETF.
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Old 18.10.2011, 18:55
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Re: Orange - my customer service experience

I just find it amazing how a company this big can have such a prehistoric ordering system whereby they can't even tell me when I will receive my phone or why it's been delayed.

The site says dispatch within 72hours...on the phone they say it can take 2 weeka

Absolute joke.
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Old 12.12.2011, 15:08
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Re: Orange - my customer service experience

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If you have a letter from the commune saying you're leaving you wont have to pay any ETF.
I logged a ticket through the Orange website re cancelling my contract and the guy that called said that as I am part-way through a 2 year contract, there would be a cancelling fee of 800CHF, BUT they would waive that if I had a deresgistration letter from the Canton, but he went on in the next breath to say that they will be stopping that in the future...something to bear in mind!
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Old 12.12.2011, 16:15
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Re: Orange - my customer service experience

I had a problem with my iPhone when I went abroad. All the Apps on my phone kept connecting to the internet to update etc.. (My own fault for not adjusting the settings correctly, but in my defense I didn't know I had to change anything!) So when I got home my phone bill was massive. I rang Orange customer service prepared to cry and beg, and as soon as I'd told the man I was calling about my latest bill he straight away said "Oh I see what happened here, I'll delete it from your bill". I didn't have to explain or plead or anything.

So in among the general complaints about Orange (which I'm sure are valid) here is one recommendation of their good customer service
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Old 15.12.2011, 11:03
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Re: Orange - my customer service experience

I have only had positive experiences with Orange.ch compared to Orange.fr when I lived in Paris.

Walked into the Orange shop in Bern with my better half. Only I had the B permit at the time and wanted two subscriptions. Was told only one was possible but the Orange dude talked to his supervisor and no problem. 10 min later we both had full working Orange subscriptions and never have any problems. Brilliant price as well as only three months tied contract so can leave at anytime now. OK, did not buy a handset which obviously changes things.

While on the subject: UPC Cablecom. Ordered full package online and a few days later the box was available for pick up at the local post office. Came home, plugged it in and all worked as per the specs.
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Old 15.12.2011, 21:26
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Re: Orange - my customer service experience

I am not happy with the coverage, everything else is perfect.
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