I doubt they can even spell customer.
So – here is my experience – which is ongoing. I wonder if others out there have similar issues with one of the worst Customer Experiences I have ever experienced.
The Challenge
I am trying to move a mobile number from one orange contract to another. Essentially taking it off my name and putting it under my daughters.
I am happy to pay out the remains of the contract (a couple of months) and on Orange advice she has already set up another contract to move the phone to.
Meanwhile, the Orange process is to move the number to a pay as you go sim, before she then moves to the new contract she has set up. Remember – she has already bought this contract and ORANGE will eventually take nearly TWO MONTHS to sort this.
Not only that – but I can never get ANY specific information – and in fact when i do get – it – on the next call is completely contradicted.
As far as i can tell, the most efficient process would have been to get a PAC number – and move to a competitor. In fact that is what I did originally – got the number and when daughter tried to set up a Orange account was told that she could only move to competitors – not within Orange. Now we know this – after the fact of a new contract being already set up at a cost of £70 – because of Orange’s initial advice – that is now a blocked route.
Meanwhile
Orange cannot / will not move the number now – even though I am happy to pay the contract out.
BOTTOM LINE
Orange process is that sometime in a 4 to 5 week period – they will send a sim card to my daughter.
She then has to move the number onto a pay as you go – that is why she had to buy that number
Then she has to move that ‘PAYG’ to the contract she has set up
And ALL we ever wanted was to have her paying the bills – not me
The process is broken / non existent, and is designed specifically – as far as I can tell – to extract more monies out of customers seeking to change billing.
How hard is it to send a sim card to the address i gave them today. IMPOSSIBLE – according to Orange. They can’t even tell me when it will ship.
I am not trying to escape payment – simply trying to get this SORTED. Frustrating doesn’t even start to describe where I am.
Would welcome other experiences along these lines. I smell a racket.
