Problem with Orange today?

[hal]

I've been on the phone for 45 mins on hold to speak to CS and it doesn't look like it's changing any time soon.

This is appalling. No indication of how long/where I am in queue or anything. Good thing I am ringing up for a PAC!

Anyone know what the deal is? Or is Orange CS usually this crap?

[hal]

I will never ever use Orange again. That was the single worst customer service experience I have ever had.

After waiting 1h05 mins on hold, I was put through to an Indian call centre who then rerouted me to retentions after another few minutes on hold.

Retentions wouldn't give me a PAC. They said "we've put in a request and it will be with you in 2-3 working days". I asked for a text message to be sent to me. She said no, they don't do that. I told her that retentions had sent me a text PAC just over 30 days ago so that couldn't be true.

There was then a pause. She then changed tack - "actually, we've just changed our policy on text messages, and we don't send them any more". "Why?" "Because of abuse." "What do you mean?" "Well, customers were getting abusive with us." "Over text messages?" "Yes."

"That makes no sense whatsoever I am afraid. Can I speak to your manager please?" "No." "What do you mean no?" "I mean I can put in a request for a manager to ring you back in 24 hrs." "Why can't they speak to me now?" "They're very busy."

End of conversation - Is there a complaints line someone can direct me to? I have complained to CS only once before in 10 yrs, but this time I want to. I am genuinely furious and I also feel that I have been lied to by the CS rep - I simply don't believe that in the last 30 days there has been any CS policy change in relation to PAC as a result of abuse from customers. I think this is a CS ploy to prevent me moving my number on impulse over the weekend, and I think the delay in speaking to management is a similar attempt - i.e. put the customer off, make it difficult to resolve the issue and eventually they will run out of steam. It took my brother 3 attempts to get his PAC from Orange as they kept forgetting or ignoring his requests - I couldn't believe it at the time but now I know where it stems from. Dishonest customer service.

[stuart]

Not sure on any changes to PAC policy but unfortunately yesterday there was fairly major issues with the offshore call centre which was out of action for most the day hence your extreme time on hold.