Greetings everyone!
I have been using Orange in Bombay (my two Orange numbers are 9820136559 and 9820218014, first one is used by me and the second is used by my parents) since last 5 years and intend to continue doing so.
But it would be apt to share briefly my broad impressions about them.
The good points:
no billing problems as such.
convenient over-the-phone activation/deactivation of roaming, call forwarding etc
reasonably (though not completely) clued-in (on various aspects of my queries/complaints) customer service executives
reasonable (though, again, not completely) comfort level on aspects such as organisational ethics and transparency.
apt value-added services, though we could do with some more relevant ones
The not-quite-good points about Orange:
poor signal strength in trains (I commute from Kandivli to Churchgate thrice a week)
the customer service executives erroneously mix professionalism (in terms of articulate replies, elite English-speaking, awareness about various technical and non-technical issues) with a dash of arrogance. We can do without the latter.
For instance, last month, I faxed them the request form for activation of ’’Direct Debit through Credit Card’’ bill payment facility on both my Orange numbers; separate faxes for each number. The first time they did not receive it. After a few days I had to fax it again. In the entire process I was actively following up their customer service executives. Never did once they got back saying they received or not received the fax. After the second time, I got it confirmed that they received the fax and that the same will be activated. And, viola! After three weeks when I receive two bills for my two numbers I find that the ’’Direct Debit’’ feature is activated in one number and not in another. When I called up their customer service I was told that their system shows the forms to have been received but their Fax Department says it did not receive the fax!!
While the executive who took my call was professional enough to say that I won’t be required to fax them again since the credit card details were received correctly for the other number (where the feature was activated without hitch), she never regretted the inconvenience caused by the whole thing. Even if she were not to believe in my statement that I had faxed the required documents properly, the least she could do is say that they will look into the matter and get back.
Unfortunately, there is a clear refusal by Orange to look into growing internal inefficiencies.
- insufficient utilization of their website-- http://www.orange.co.in--as far as interactive capabilities are concerned.
For instance, they could easily provide forms for activation of features like ’’Direct Debit’’ and accept the form (and a scanned copy of credit card) online. They accept copies of the filled form and credit card copy by fax; they can easily accept the same in computer files via their website.
- major delays in getting through to their customer care number 111. On an average, one has to try this number continuously for 20-30 times before getting through, and after one gets through you have to wait for 5 minutes before being connected to a customer service executive.
Thats about it, for now. More may follow, albeit later.
Thanks, guys, for listening patiently.
Bright wishes
Rajesh Gajra