Why the website? Well, we’ve all been there, on the phone with a call centre for the umpteenth time, explaining the same issue, with yet another person, who you know is not going to make a jot of difference. But you keep your calm because getting cross isn’t going to help the situation. But then they say something that just pushes the right button and you lose it. All of that pent up frustration and anger over the weeks of endless phone calls, and no progress, comes flooding out. Or is it just me?
I’d been in the middle of one of those situations, on the phone with yet another call centre person, trying to resolve an ongoing issue that I was having with my Orange Mobile account, and he well and truely pressed my button. After I’d calmed down I realised the guy was as useless as the previous eight people I’d dealt with, except this one had “rude and patronising” on his CV. At that point I decided that phone calls alone wouldn’t resolve this, they’d just get me even more frustrated. So, I decided to play a little game with Orange. I’d create a website, post details of all my conversations with them to date about this one problem, and see how long it goes on for.
Everyone seems to have a story to tell about their problems with call centres. Why does it have to be like this? Surely companies should be able to get it right by now. It’s not as if call centres are a new thing.
Word of warning - this website is a rant, with a fair bit of rambling…
Power to you. The their webiste isn’t much better – sick of logging in and now seeing my details. When the site is up anyway. It really doesn’t fill me with confidence that comunications company can’t build a website…
Ha ha, it just gets better. They really are a shower of clowns drewdann!
I had the same problem and started insisting on speaking to the supervisor. In my case they were “nice” to me, but didn’t help at all. After speaking to about 3 supervisors in 3 days, I finally got one who did something. I suggested to him he should listen to the recordings of the mis-information I was given by the staff, that caused me the problem.
Thanks for reading the blog and posting Je. I asked several times to speak to a supervisor but I was always told that I “wasn’t allowed” to speak to one. They treated me like a naughty school boy. Anyhow, they lost me business for now and ever more. What got me was that it wasn’t just one member of the Orange Call Centre that failed but everyone of the 15 I spoke to. That convinced me that the issue was with the company and its procedures, and not the individual call centre people.
I was pissed at orange and I typed orange sucks and this website came up. I am so frustrated with orange, they are like the worst network ever and their callcentre is full of people that cannot even speak english (had to keep it clean)l et stand handle your queries.
Glad I’m not alone on this one. Seems to be a very common problem with Orange and all the big mobile/cell phone companies.
Some great detail on the blog – had me laughing.
Great blog. I know exactly what you mean. Having the same issue with my provider at the moment.
I agree, why don’t these companies get it. Stop treating your customers like dirt and listen to them instead of automatically thinking they’re wrong.
Great blog. I’ve had all kinds of issues with my Orange mobile and broadband account in the past. Good to see that I’m not alone. Keep blogging.