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Well I was right all along and Orange have said that its lost its sparkle and o2 now have it!!
Orange loses its sparkle
15:34PM Thu 28 June 2007
Orange is reeling from findings of a wide-ranging customer survey, which has concluded that it faces major problems on four fronts.
An internal memo to Orange staff states: 'Recently, things haven't been that rosy.' The network surveyed its customers, as well as customers from rival mobile operators and broadband providers.
The memo reveals:
• 'Pay-monthly customers say we've lost the sparkle we used to have.'
• 'Broadband customers are confused with all the changes and are yet to be convinced of the benefits of being part of Orange.'
• 'Business customers are asking for better account management and customer services.'
• 'Pay-as-you-go customers say we're OK, but could do better.'
The revelations have prompted the company to launch an internal campaign called 'Dave', to continually monitor customer feedback. This name is used because 'Dave' is the most common name among Orange customers.
Orange's director of customer base management, Alex Ford, told Mobile: 'Part of the reason for being perceived to “have lost that sparkle” is that we are not listening to customers as we should be.'
He said many of Orange's strengths have been copied by rivals: 'O2 has taken the freshness of Orange, and it is a world of difference from Cellnet. It is now a people company, rather than a technology company.'
Ford added: '[Orange] has been through a lot of change in the last 18 months with all the integration of France Telecom's fixed and mobile assets.'
Some have blamed Orange's parent, France Telecom, for diverting its focus away from what matters to the customer.
Ford said: 'We are part of FT and we have tough targets, but there is a general internal belief that we want to deliver for the customer.'
The Dave campaign is intended to redirect Orange's attention back onto customers, Ford claimed.
The memo also states: 'If we charge a little bit more, our products and services have to be better than everyone else's.'
** they dont need to change a little bit, they need to change a lot. customer care that care and listen, shops that dont talk to you like crap and stop messing round with there phones!! **
Opps forgot to add orange new walking men picture
http://www.mobiletoday.co.uk/content/16476.asp?men=2&sub=6
[ This Message was edited by: darrengf on 2007-06-28 19:59 ]
[ This Message was edited by: darrengf on 2007-06-28 19:59 ]
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Posted: 2007-06-28 20:52:36
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I agree i was an Orange pre pay customer until recently but moved to O2 as i was fed up with ringing customer services and hanging on the phone for ages. Once i was on hold for 2 hours before giving up. Plus i find customer services rude and their shop staff too. I remember the good old days when they were the best but believe someone will change them again in the future for the better.
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Posted: 2007-06-28 21:40:42
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It all seems to have gone *it's up in the last 2 years or so......
Let's hope they fix it soon...
I assume it's only ever being with them, but I like Orange..
albeit a tad on the expensive side, but as they say in life, you get what you pay for!!
just seems O-range ain't delivering it just now!
wind the clocks back 4 years Sanjiv... get Hans back as let's see the vast improvements he would make!
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Posted: 2007-06-28 21:47:52
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Yep I agree.
2 Years ago Orange was theking of the crop.
No look how the mighty have gone and it hasnt took much.
they come either last or near the bottom in surveys for care.
The shops talk to cusotmers like dirt of the shoe and the staff who answers the phones at the other end dont give a monkeys either.
It will take a lot now to gain customer loyalty back.
It just goes to show what one company or person can make.
I was with orange for 8 years, now with o2.
wow o2 are fantastic. Ive had one minor hick up which was sorted out, credited, another person called to check if i was happy and everything was ok. Customer care are superb, shops are out of this world for being helpful.
they dont brand there phone like orange do and there unlocked.
I get twice as much more for less and i dont even mind spending more with them as i get a service i can trust and use.
So orange if you do read these forums which i know you do.
You need to now go back to the good old days, do more for customers, offer better deals and stop being up your own a*se.
Shows how the mighty has fallen!
It just goes to show that consumer power really does work.
Its not fancy adds and unlimited products etc. its how you are dealt with as people. (sorry animals as orange thinks of us i think) now what was i going to be before i told them where to go (oh yes a Monkey or a Gerbial)
[ This Message was edited by: darrengf on 2007-06-28 22:59 ]
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Posted: 2007-06-28 23:47:50
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Its about time they woke up and had a good look at themselves. I started off with Orange a few years ago and they were great.
One of the first to offer 200 mins and 500 texts for £30 with any phone free.
When it came to upgrade a year later the deal was I could have 200 mins plus either a free phone OR 500 texts. So I moved to O2 and the data charges where extortionate.
t-mobile is where I am now.
Orange seem to go through price plan restructures that don't really give anything back to the customer - in fact if you examine what they do, they have tended to offer plans that are designed to squeeze more money out of their current crop of customers rather than design ones to attract NEW customers with better deals. Especially as they took a few hammer blows from t-mobiles flexT, O2's long weekends and Vodafones 'stop the clock' etc.
On top of that the horrendous waiting times to get through to anyone have ruined what was probably the most Savvy of all the UK networks. I don't know who's fault it is but oh how the mighty have fallen.
Orange, lost its sparkle? Definitely.
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[ This Message was edited by: goldenface on 2007-06-29 09:36 ]
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Posted: 2007-06-29 10:33:58
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i also would have to agree. ive been an orange customer for 10 years now, the customer service now, in the shops and on the phone has gone down a huge amount. When i recently upgraded the staff in the orange shop were appalling (Orange Victoria Station), took well over an hour. Only 2 years ago Orange shop in covent garden upgraded me in 5 mins. They've also obviously got a non uk call centre now and its pot luck weather or not you can get someone who'll actually help you.
Who ever the iPhone comes out on i'll be leaving Orange.
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Posted: 2007-06-29 10:54:02
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Hi all,
I agree with Fatreg since Hans Snook left and Orange changed ownership a couple of times the service has only gone in one direction. But i believe this has been going on for a lot longer than 2 years i actually had to threaten Legal action directly to their Legal department to get satisfaction as i really could not tolerate being lied to by the Executive Office and found that inexcusable.
I had been with Orange since they launched and have connected thousands of phones to them via a friends Orange Dealership. Now there is nothing that could make me return so sad for a company that was built on customer Service, what they offer their premium customers is what the basic service used to be like and what made them what they were.
But at least Orange offer decent Price Plans and data packages unlike some Networks that we could mention.
Marc
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http://dogmann.vox.com/[ This Message was edited by: Dogmann on 2007-06-29 10:31 ]
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Posted: 2007-06-29 11:31:21
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Whenever i go into O2 shops now they are so friendly and i have seen the change with O2 who used to be awful so Orange have gone the other way. Plus when i phone O2 now i get through straight away and they are helpful. My brother seems to think O2 are awful customer service but he has only read that and never been with them he is with Orange. He then called Orange one day and got frustrated cos the asian guy could not understand him on the other end. But i will never forget the good old early days with Orange when i had a contract with them oh they were the best i swore by them. If things change i will go back but not just yet. Shame.
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Posted: 2007-06-29 20:09:28
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I'm glad it's not just me.
I was with Orange from 1995 when I paid a staggering £360 for their 'Nokia Orange' top of the range 'phone. I didn't mind paying a lot though, because Orange was a premium brand amongst Service Providers. The Customer Service people were prompt, polite and knowledgeable, insurance was included in the monthly tarrif and only the best handsets wore that prestigious icon - the little orange square.
How times change! I finally gave up on Orange in January 2007 after watching the enthusiasm and quality of their organisation slowly bleed away to become the stroppy, uninterested and unprofessional outfit it now is.
On moving to T Mobile, I get a feeling of deja vu - the Customer Service people have been prompt, polite and knowledgeable.......
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Posted: 2007-07-01 22:40:19
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Glad to see the O2 love is being shared
We aim to please
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Posted: 2007-07-01 22:47:43
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