treeve
Major Contributor
Having met tabtab13 today, a fellow of infinite jest … resolved???
I will now add the following … you gotta be joking, mate.
Telephone call from Orange Customer Care, 1408-1431, 27th October 2009.
Besides talking through my letters, one of which has only arrived today, it was clarified by myself that I did NOT acquire another broadband service (an impossibility for me to have done so), as Orange has interpreted, and that the router fitted was fitted to Orange supplied DNS. This is why I word the letters the way I do, so I can be sure as to whether or not they are being properly read and fully understood. I was in business too long to write in any other way. At no point have I said anything that could be construed as meaning that I obtained broadband services from some other company (how can another company supply broadband on a line on which a broadband company is already supplying broadband, on the basis of LLU with BT.?
It was also clarified from the conversation that the originator of the whole problem was the incorrect registration at inception in the shop. It was an incorrect supply and pricing. I also made it clear that as far as I am concerned the degree of information given to the customer is very sadly lacking;
it was said that the terms and conditions are all online … but how can a customer read them, if the customer is not able to go on line … that point was conceded by the lady.
In fact I had to press for a copy of the Registration. Which is as well that I did.
In my opinion the world has lost the ability to write letters and, more importantly, to understand them and a file of correspondence.
The concept of dated letters in date sequence appeared to have eluded her.
I made it clear that I did not approve of hijacking the landline account, even if it was controlled by the necessity to agree in writing with BT for that to happen. When approached regarding the bypassing of privacy TPS etc, through Orange the lady could clearly not comment as to that fact, avoiding the question deliberately, embarrassed in the extreme, knowing the conversation was being monitored by Orange; that to me confirmed the fact that it is a condition of having Orange landline that the user is subjected to unsolicited advertising phone calls.
She also admitted that call centres were manned in Pakistan and India, though they did have some in the UK, and she did admit that staff at call centres had no direct knowledge of broadband or internet, not having received any special training in either, thereby confirming my suspicions that I would have been fobbed off with some ninny reading from a set of prompt cards, with a smattering of English (which is more than my knowledge or understanding of Hindi).
Apparently the account for which I registered is available at £19.75 per month (not the £9.75 that I was quoted), with no mobile phone [a mistake right from the outset], but with the hijacking of the landline account. The lady also now comprehends that in no way did I have any internet connection after 20th September 2009, and so all communication was by letter, irrespective of the Orange way of phoning at what I understood was 50 pence per minute, and she explained was 4.89 pence per minute, nothing was explained to me as a prospective customer from the start in a clear intelligible manner. The lady stated it was a highly competitive market and this age of squeeze is having a serious effect on their business. My thoughts on that subject are that that is all the more reason to ensure a wider coverage and a firmer customer base, as it is, because of total incompetence and poor documentation, they have lost a customer and he is completely disillusioned about their company, having had a steep learning curve thrust upon his attention. He will certainly not have a good word to say about Orange.
I can see now why confusion and chaos has spread through industry and finance, if this is the ‘modern’ rush and tear of pzazz, hot heads and air heads over the telephone, without a thought or a careful read of data and assessment of correspondence for an intelligent reasoned planned outcome, with no collective, collated order products and businesses fade and die.
=============================================
However, I have no desire to buy timeshare or insurance over the phone. If they are unhappy with the phraseology or vocabulary of the response, they are not of my instigation. They can pay a visit to the taxidermist on their own behalf.
All in all, this company has fallen foul of the very worst business can provide in the way of pitfalls, both for themselves and for a potential customer. I could not have been on the recording end in such a way without having planned it all for a TV ‘fly on the wall production’ – another mugs’ game if you believe any of that fix and rehearse.
My regret is that it was not for TV, as I would be almost as quids in as if I had been running the Orange enquiry line at 4.89 pence per minute.
However this is all real, only my life has suffered, not my sanity – it required considerable patience and persistence. They picked on the wrong guy this time.
I will now add the following … you gotta be joking, mate.
Telephone call from Orange Customer Care, 1408-1431, 27th October 2009.
Besides talking through my letters, one of which has only arrived today, it was clarified by myself that I did NOT acquire another broadband service (an impossibility for me to have done so), as Orange has interpreted, and that the router fitted was fitted to Orange supplied DNS. This is why I word the letters the way I do, so I can be sure as to whether or not they are being properly read and fully understood. I was in business too long to write in any other way. At no point have I said anything that could be construed as meaning that I obtained broadband services from some other company (how can another company supply broadband on a line on which a broadband company is already supplying broadband, on the basis of LLU with BT.?
It was also clarified from the conversation that the originator of the whole problem was the incorrect registration at inception in the shop. It was an incorrect supply and pricing. I also made it clear that as far as I am concerned the degree of information given to the customer is very sadly lacking;
it was said that the terms and conditions are all online … but how can a customer read them, if the customer is not able to go on line … that point was conceded by the lady.
In fact I had to press for a copy of the Registration. Which is as well that I did.
In my opinion the world has lost the ability to write letters and, more importantly, to understand them and a file of correspondence.
The concept of dated letters in date sequence appeared to have eluded her.
I made it clear that I did not approve of hijacking the landline account, even if it was controlled by the necessity to agree in writing with BT for that to happen. When approached regarding the bypassing of privacy TPS etc, through Orange the lady could clearly not comment as to that fact, avoiding the question deliberately, embarrassed in the extreme, knowing the conversation was being monitored by Orange; that to me confirmed the fact that it is a condition of having Orange landline that the user is subjected to unsolicited advertising phone calls.
She also admitted that call centres were manned in Pakistan and India, though they did have some in the UK, and she did admit that staff at call centres had no direct knowledge of broadband or internet, not having received any special training in either, thereby confirming my suspicions that I would have been fobbed off with some ninny reading from a set of prompt cards, with a smattering of English (which is more than my knowledge or understanding of Hindi).
Apparently the account for which I registered is available at £19.75 per month (not the £9.75 that I was quoted), with no mobile phone [a mistake right from the outset], but with the hijacking of the landline account. The lady also now comprehends that in no way did I have any internet connection after 20th September 2009, and so all communication was by letter, irrespective of the Orange way of phoning at what I understood was 50 pence per minute, and she explained was 4.89 pence per minute, nothing was explained to me as a prospective customer from the start in a clear intelligible manner. The lady stated it was a highly competitive market and this age of squeeze is having a serious effect on their business. My thoughts on that subject are that that is all the more reason to ensure a wider coverage and a firmer customer base, as it is, because of total incompetence and poor documentation, they have lost a customer and he is completely disillusioned about their company, having had a steep learning curve thrust upon his attention. He will certainly not have a good word to say about Orange.
I can see now why confusion and chaos has spread through industry and finance, if this is the ‘modern’ rush and tear of pzazz, hot heads and air heads over the telephone, without a thought or a careful read of data and assessment of correspondence for an intelligent reasoned planned outcome, with no collective, collated order products and businesses fade and die.
=============================================
However, I have no desire to buy timeshare or insurance over the phone. If they are unhappy with the phraseology or vocabulary of the response, they are not of my instigation. They can pay a visit to the taxidermist on their own behalf.
All in all, this company has fallen foul of the very worst business can provide in the way of pitfalls, both for themselves and for a potential customer. I could not have been on the recording end in such a way without having planned it all for a TV ‘fly on the wall production’ – another mugs’ game if you believe any of that fix and rehearse.
My regret is that it was not for TV, as I would be almost as quids in as if I had been running the Orange enquiry line at 4.89 pence per minute.
However this is all real, only my life has suffered, not my sanity – it required considerable patience and persistence. They picked on the wrong guy this time.
