UKNM: Orange.net's poor customer service.

[Ian Fenn (Chopstix)]

[Sam says: for the purposes of illustrating poor e-commerce customer service

this is fine, but everyone should bear in mind this is, albeit loosely, a

discussion forum for marketing. uk-consumer anyone?]


At the risk of being branded Mr Angry of Tooting, today I'd like to moan

about Orange.net.


A good six weeks or so I took delivery of the Orange Nokia 7110e

WAP-enabled phone. One of the first things I did was to order the

registration CD-Rom for Orange.net. This involves dialling 438 from the

handset and pressing 1.


Two weeks later the CDRom hadn't arrived, so I called Orange customer

services. Even though they didn't know what Orange.net was, they suggested

that I go through the registration procedure again.


Another two weeks later the CDRom still hadn't arrived so, after spending a

good hour on the phone to Orange Customer Services and Orange.net technical

support, I thrashed out the following e-mail to Orange:


 >I have now been waiting a month for an orange.net CDROM. The waiting time

is meant to be ten working days. I've ordered it twice. I've spoken to

customer services at length, but nobody could help, referring me to the

automated 438 line yet again. I even rang the 50p-a-minute technical

support line, but they said they couldn't help either. If I've been charged

for that call, expect massive storms overhead. Please, please, please

ensure that a CDROM is heading in my direction and don't tell me I need to

wait another month, or even ten days. Thank you.


As you can see, I was a little frustrated.


I received the following non-sensical response this week:


 >Thank you for your recent mail. I would like to advise you that the date

your Orange.net CD was made active was 14.02.2000. The authorisation code

will expire 15/03/2000. I hope the above information is of assistance.

Kind Regards Liz Customer Service


Given that this was no assistance whatsoever, I called Orange HQ and the

Chief Executive's office. They have just taken three days to tell me to go

through the registration procedure yet again.


My recent experiences with Orange and other companies seem to illustrate

that a reasonable standard of customer service is out of the question for

most on-line retailers and businesses. Or is it me?


(N.B. I have copied this e-mail to Orange in the hope that they might feel

the issue important to comment on)


All the best,

--

Ian Fenn

http://www.chopstix.net/



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