Here, dearest Blog Trotters mine, is a letter sent, via the medium of ‘e’ mail, to the CEO, CMO and (oh but yes) the Chief Performance Officer of Everything Everywhere, the company formed through the alliance of Orange and T-Mobile. I’ll let you know whether I get a response.
(Still have no email on my B’Berry, by the way.) (I knew you’d be concerned.)
“Dear Olaf, Pippa and Ralf
Having been, finally, beaten by your impenetrable ‘customer service’ network (a completely new and totally unexpected definition of the term ‘customer service’ that I’d not encountered before), I am really, really hoping that you will be able to solve my Orange problem for me. (Congratulations on the company name, by the way – genuinely visionary and grandiose. If only it wasn’t the complete opposite of my experience to date.)
A long story short – as I’m sure you’ve all got better things to do (I know I have) – I’ve been a genuinely loyal customer of Orange for over 10 years and, to date, while it’s been (with hindsight) a bit pricey and I don’t like being sold insurance that I don’t need, I’ve been happy with it. Never even considered moving. Over the last four days, however, all of that has changed – rarely have I felt so powerless in the face of complete corporate ineptitude. Seriously, guys, whoever designed your call handling systems, the automated responses and the customer-facing website functionality should be tracked down and punished, in a cruel and unusual way. And so should the person who sold you the idea of outsourcing your call centres (I’m guessing that they are outsourced) – as the systems don’t work and even if they did, the call centre staff don’t have the knowledge to do anything with the account data the system is supposed to provide. I suspect it’s cost-cutting and lack of forward planning – but, whatever the cause, it’s frustrating and it will lose you business.
So – I’ve got an upgrade to a new Blackberry device. There was a slight delivery snafu, but it arrived. I’d been told to ring a number to activate the SIM. Did that on Sunday – the rather irritating call centre chap told me I should have done it online (incidentally, when I DID try to do it on line, the service didn’t work), but then said he’d be able to sort it out. Monday morning – not done, so I called again. Monday afternoon, nothing happening, called again, assured that a supervisor would be activating my SIM. Late Monday afternoon, call again, recorded message tells me that a problem precludes me being connected to an operator, and I should call back. Monday evening, nothing doing, call again, put on hold for 20 minutes, then cut off. (Meanwhile, and while I’m on a roll, why do I have to go through umpteen ‘if you want this, press that’ prompts, every time I ‘phone, when I still end up with the same lacklustre call centre staff, all of whom (without exception) have to contact someone else to address my query? And what, in the name of all that’s holy, is a ‘magic number’?)
Tuesday morning – hallelujah – SIM activated. Attempt to connect to my internet email accounts. Wah-wah and, indeed, oops. Either I’ve got a purely enterprise device, not allowing (as I’m sure you know) connection to internet mail accounts, or I’m being stupid. Let’s take the latter option – it’s been known. I visit your Orange website – again, do you know how difficult and painful it is to find things on that site? Couldn’t find anything helpful. Today I braved your call centres again, looking for a resolution to the problem – who knows (not me) maybe Orange can tweak the B’Berry enterprise software and provide me, remotely, with a consumer-facing device. Suffice it to say, your operative either couldn’t, or didn’t, address the issue. Nor did she call me back when she said she was going to.
So, here I am, with device, without email. Perhaps unfortunately, I tend to rely on email to keep me in touch with career and business opportunities, so I’m a little stifled right now. Two questions:
How has Orange come to this? It was brilliant – now it’s rubbish. Is this the Everything Everywhere influence?
Can you sort this out for me – or do I, and with regret, take my business elsewhere? I know I’m just one punter, but on the basis of my recent experience, I won’t be the last.
Perhaps a little less spend on marketing and a little more on nuts and bolts and getting the experience right.
All the best
PS And, lest I be accused of not making enough effort (sigh), yes, I have emailed Orange, via the same difficult website, twice, once asking advice and once complaining. No response to date. I know it says ‘a response within 48 hours’ – but, really, 48 hours? In today’s social media-driven world? Time for reflection, I think.
PPS I know I wrote, earlier, ‘long story short’ – but, well, hey……….”