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-   -   Orange mobile international roaming (https://www.englishforum.ch/tv-internet-telephone/179634-orange-mobile-international-roaming.html)

Scott_Richards 13.06.2013 12:11

Orange mobile international roaming
 
A word of caution to anyone with an Orange subscription - I have just spent ~30 minutes on my 11th phone call with Orange customer in 2 weeks after they took my order for an international roaming package then, inexplicably, cancelled the order later the same evening prior to my travels.

The initial few days was spent calling or being called by Orange for (about ~30 min per call), mostly being put on hold while a long trail of uninformed and generally unhelpful & disinterested customer service reps passed me around the office. Finally, a manger was introduced (three days after my initial request) to listen to the recorded call of my order, which served as proof that the error was with Orange. Since that time, there have been several confused, time-wasting, & entirely uninformative follow-up calls, culminating in a final confrontational session today, only to find out (at the end) that a new bill was in fact sent out to me.

A few words of advice:

1) If you are tempted to use Orange, have a drink or a cup of tea, think of the agony of dealing with a hostile and dreadfully incompetent customer service team after an error of the company's own commission, and decide that it would be a tragic mistake.

2) If you are already an unlucky customer, ask plenty of questions (repetitively) to any customer service rep to ensure that the information they provide is consistent and correct. If possible, order on-line.

3) Consistently monitor charges on your bill, especially if using a roaming package of any sort. And be mindful that it takes ~24 - 48 hours for new usage information to show up in your account on-line.

Connor MacLeod 13.06.2013 12:20

Re: Orange mobile international roaming
 
I've been with Orange for 10 years, never once had an problem and found them to be extremely helpful with any questions or changes to my contract.

There are always happy and unhappy customers.

Scott_Richards 13.06.2013 13:06

Re: Orange mobile international roaming
 
Quote:

Originally Posted by Connor MacLeod (Post 1903051)
I've been with Orange for 10 years, never once had an problem and found them to be extremely helpful with any questions or changes to my contract.

There are always happy and unhappy customers.

Clearly invaluable wisdom...

just words of caution.

FabrizioM 13.06.2013 13:12

Re: Orange mobile international roaming
 
Thanks for the heads up and for the useful post

I switched from Swisscom to Orange for the overseas call package at about 100 per month. I am on a business package so the service may be different. I have found them pretty good but maybe not as good as Swisscom

MrsSerendipity 13.06.2013 13:16

Re: Orange mobile international roaming
 
I am with Orange & use a roaming package.

Ive never had any problems or issues with my bills and Im quite happy. :)

Ed Pummelon 17.06.2013 12:17

Re: Orange mobile international roaming
 
On a related note, what's the best deal for Orange CH customers travelling to the USA and who want to use mobile data over there?

I was looking at their Travel Packs 10/20/50, but they only seem to be good for Europe.
The other option is Travel Data, which only seems to be available by calling their call centre, not online.

Has anybody else looked into this and come up with better options?

porsch1909 17.06.2013 12:22

Re: Orange mobile international roaming
 
I've found orange customer service to be pretty awful. I just hope and pray that I don't have any problems and have to call them!

lewton 17.06.2013 13:22

Re: Orange mobile international roaming
 
I change my Orange subscription and options all the time (I never get a phone subsidy so I am free to change as I wish) and their system always manages to charge exactly what it should charge.
And the best thing is that usually they give me the full monthly "stuff" I should get for the remaining period of the month.

E.g. recently I changed to the new 3GB plan.
They charged me as they should, but then I had the full 3GB for the remaining 10 days until the end of the billing period.

I am tempted to believe you have miscalculated.

AbFab 17.06.2013 13:52

Re: Orange mobile international roaming
 
Quote:

Originally Posted by Scott_Richards (Post 1903039)
A word of caution to anyone with an Orange subscription - I have just spent ~30 minutes on my 11th phone call with Orange customer in 2 weeks after they took my order for an international roaming package then, inexplicably, cancelled the order later the same evening prior to my travels.

Was it not a little imprudent to arrange a phone contract the day before you travels, especially if the phone was important to you abroad?

That said I've been with Orange to over 10 year and have little to complain about. Their coverage in CH is not the best. I only once had a problem when trying to cancel my initial 12 month contract in order to go on to pre-paid:

I called a month before the contact end only to be told I should call a day or two before. When I did this they told me it was too late and I was in for another year. However I explained the previous call, which they had logged, and Orange agreed to end the contact...

Confloozed 18.06.2013 20:54

Re: Orange mobile international roaming
 
Quote:

Originally Posted by Scott_Richards (Post 1903039)
A word of caution to anyone with an Orange subscription - I have just spent ~30 minutes on my 11th phone call with Orange customer in 2 weeks after they took my order for an international roaming package then, inexplicably, cancelled the order later the same evening prior to my travels.

Well you do know of course that Orange is French. NOT famous for customer service.

Orange used to be France Telecom...bon appetit!!!

lewton 18.06.2013 21:02

Re: Orange mobile international roaming
 
Quote:

Originally Posted by Confloozed (Post 1907227)
Well you do know of course that Orange is French. NOT famous for customer service.

Orange used to be France Telecom...bon appetit!!!

Please check your facts.
Orange -unfortunately- is not French any more.

Confloozed 18.06.2013 21:06

Re: Orange mobile international roaming
 
Quote:

Originally Posted by lewton (Post 1907235)
Please check your facts.
Orange -unfortunately- is not French any more.

I called them today, and it is what I was told. Also, the other day in their store.

Confloozed 18.06.2013 21:09

Re: Orange mobile international roaming
 
http://en.wikipedia.org/wiki/Orange_(telecommunications)

lewton 18.06.2013 21:18

Re: Orange mobile international roaming
 
Sorry mate, Wikipedia only refers to the France Telecom group and the people at the store may be wrong (in this case they are wrong, or they lied in purpose thinking it would be easier to secure a sale if they told you there's a big group backing the company).

Orange CH was sold a bit more than a year ago.
http://www1.orange.ch/media/filer_pu..._en_120229.pdf

Confloozed 18.06.2013 21:51

Re: Orange mobile international roaming
 
Quote:

Originally Posted by lewton (Post 1907256)
Sorry mate, Wikipedia only refers to the France Telecom group and the people at the store may be wrong (in this case they are wrong, or they lied in purpose thinking it would be easier to secure a sale if they told you there's a big group backing the company).

Orange CH was sold a bit more than a year ago.
http://www1.orange.ch/media/filer_pu..._en_120229.pdf

Well who owns Orange the parent company?

lewton 18.06.2013 22:11

Re: Orange mobile international roaming
 
Quote:

Originally Posted by Confloozed (Post 1907295)
Well who owns Orange the parent company?

Orange (France Telecom) is a publicly traded company.
Owned by thousands of people who own shares.

But Orange Switerland was sold by the Orange group to Apax Partners. So it does not belong to Orange group any more.


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