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> What are your experiences of customer services from your UK network provider? Good and Bad please!
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@frakker
It actually is very simple and yet sad, they got sold for the first time, Hans Snook left, The end of quality customer service and downhill since.
Now the service every customer got as standard is only available to Premier and Business customers. But i have no idea of the quality of service they provide, maybe its is better and a customer will say so, but they'll still brand your phone to hell, just MO of course.
Marc
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Posted: 2006-11-06 20:02:41
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Virgin Customer Care is Great. They do things like they say they will.
Vodafone Customer care is ok but not overaly fantastic.
T-Mobile Customer care is again good, but not overaly brilliant.
I have Phones with the above but only PAYG.
I have contracts with Orange and O2.
My Thoughts on O2. (Carphone Warehouse Customer Care)
Im not with 02 direct but with CPW.
I have to say that at first i wasnt impressed. However in the last 3 months i can say they have had a major training and revamp. I can honestly say that customer care has improved dramaticaly. They are friendly (And i have rang them alot) Helpful, polite and cant do enough,
My thoughts on Orange.
I have been with orange as a contract customer for 6 years now and PAYG for 8 years.
Im sorry to say Orange Contracts in the last 12 months are utterly useless, unhelpful, rude, arrogant and ignorant.
I have been spoke to like im a piece of crap on a shoe, had the phone put down on me as they couldnt be bothered to deal with my querey, i can hang on the phone for over hour (Altho this has improved).
One person doesnt no what the other one is doing and how do i know
Well on Thursday 26th Oct I asked how much would it be to cancel so here goes
Thurs £142
Fri £146
Sat £156
Mon £154
Tues £184
We now have a competion at work to see who gets to the closest on the day.
Dont get me wrong there are a few good people there but generaly they dont give a damm.
Im sorry to say Orange Shops arnt brilliant either. My local shop are useless. I had to have a row in the middle of the shop to obtain a 3g card. In the end I told bloke to ring customer care and you speak to them.
I got my 3g card after 45 mins are arguing. They are utter Crap.
Orange PAYG however are completely different. They are helpful, friendly and cant do enough for you. So they are on a different planet to the rest of Orange.
** You may ask why do i stay with orange ** Well i can say that the network is superb and i cant fault orange for that and thats my main reason.
When i upgrade i just sell the handset on, I hate Orange branding its utter cack and loads of people have said the same, but I get good deals and customer care is still free and 24 hours (Although this is changing from the new year) Yes Orange is loosing its 24 hour customer care. They have yet to sort the times out but at preset it was set 7am to 12 midnight.
** I know that there are people on here that work for Orange so Im sorry people. Im only saying what i think and what thousands are saying on the net and im sorry to say even people in Orange are saying the same.
I know that Orange are offering fantasit deals and good bb and i cant fault people for that. I would do the same, Just wish Orange Customer care had a massive shake up and stopped being up there own a*se
[ This Message was edited by: darrengf on 2006-11-06 20:55 ]
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Posted: 2006-11-06 21:50:42
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I might be being a tad biased here, but on all the threads of a similar nature to this one, but there appears to be VERY few complaints about T-Mobile or there handsets! Do you think this is due to good service or down to few people using the service?
This message was posted from a K800i
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Posted: 2006-11-06 23:18:16
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@lovewalrus
Probably the latter. O2 and Orange probably have the majority of mobile consumers in the UK between them. Which is why I guess there has been less Vodafone, T-Mobile complaints (although watch that change now!).
Surprised no one has mentioned 3 yet though!
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Posted: 2006-11-06 23:26:27
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dont think anyone has mentioned 3 as there pittyfull customr service is now a given! ha
This message was posted from a SPV C500
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Posted: 2006-11-06 23:37:20
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I'm on Orange and have been ever since I got my first mobile about 9 or 10 years ago. They were the best and had the greatest customer service ever, there tarrifs were also good and they offered stuff for free that the others charged for.
But now that French company owns them I have heard LOADS of horror story's about them AND they are going to charge for things like itemised billing. I haven't decided if I stay with them or not but there network is usually pretty good for coverage and I have yet to experiance any bad customer service from them.
It's a shame that IMO the best UK network has gone down the toilet like this.
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Posted: 2006-11-07 04:10:02
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going to charge for itemised billing??
ermm that changed a good few months ago matey...
i indeed have noticed a shift too.... im not saying its all since hans snook and john alwood left but they were "orange" through and through, just like myself, im part of the old school orange. and although i cant argue that number is king, however i dont feel it should come at a cost of the orange experience, but it appears to be..
as some one ponited out payg is a whole diff kettle of fish.. i love speaking to payg.. they dont have a care in the world and are more than happy to do anything that can.. even if that means doing some naughty things.. but they are truely customer focused...
as for shops..... dont get me started......
i work in one as most of you know and i pride myself on being the font of knowledge on all things orange.....
fatreg
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Posted: 2006-11-07 21:28:41
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I think the author of this thread hit the nail on the head- it's not all about cost, coverage and handsets, it's also about service! All providers have strengths and weaknesses, but it's truly world class service that sets the men from the boys when it comes to who's gonna fly and who's gonna fall in the next 5 or so years! Either way, battling networks will hopefully be the turnin point and customers will eventually get what they pay for!
This message was posted from a K800i
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Posted: 2006-11-07 22:13:15
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@frakker
I think you will find of late that approx 50% of new connections are going to T-Mobile as there Web N Walk tariffs for Data users is unbeatable and their Flex and Relax tariffs also offer very good value as well. My personal experience of T-Mobile customer service is all good and its defiantly not down to a lack of customers far from it IMO.
Marc
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Posted: 2006-11-12 13:00:50
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I am with T-Mobile and O2...
When I purchased a O2 online contract... For 2 whole months I had so many issues with them... They couldnt get the SIM and PHONE to me as everytime I would order the phone... its in stock... then when it came to delivery it wasnt...
After all this I got the 8800 FREE on a contract that was for only 3G Handsets and also got £50.00 CREDIT
I have been with T-Mobile for 8YRS now and only have had one bad experience... I sent a letter within 2 weeks a manager rang and resolved the issue.
I have found T-Mobile customer service very good for me... and O2... only with then for the TARIFF.
Cheers
ENJOY
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Posted: 2006-11-12 14:54:24
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