Bad Customer Service= Orange
Photo courtesy: Jordanians united against bad internet services
I would like to start by expressing how it truly does not surprise me that many people complain about Orange’s services… but seriously, you would not know how bad the service is, until you have been subjected to their customer services yourself.
When the government gave Orange the license in 1999 or 2000, the aim was to build a new, highly advanced network to serve Jordan. Jordanians were skeptic, we still did not know what that really meant, but now a decade later, we know better, and we wonder… what is the value of advanced if it can’t sustain a decent basic level?
My internet was mediocre last week. However, this was not my problem. My problem was that some setup changed on my computer, and i could not connect to the Internet. I called to seek the advice of the experts…
Ohh how I wish I did not call!
I called at 7:45 AM. A technician answered the phone, he asked me to call back in fifteen minutes because they needed to restart some server in order to sort out my problem. He promised that he will help me then. I called as requested and asked about him. I was told that his shift ended and he left home! I think he was just not in the mood to bother with customers’ problems.
The person who answered the phone next, had no clue what I was talking about… she asked a few questions, and finally said that she did not know and will record the complaint, and that they will get back to me within 72 hours.
I did not trust her and therefore called again hoping for a different operator. The third one was even worse; she asked a few questions and said that they have a service where they send someone for ten JDs… I was not impressed. Looks like orange has figured out a way to make money in solving problems that result from their incompetence.
I called a fourth time, this one was a bit better, she asked a few questions, walked me through the process, but then she got nervous and told me her supervisor was making gestures because she took too long and apologized mid way…
So the result was that I started with a computer problem and a mediocre Internet service, but ended up with the computer problem, but no internet at all.
I got my internet back a couple of days later, and managed to solve my problem alone, without the expertise of Orange.
Now, apparently many people have been facing problems with Orange. I wonder why does the Telecommunication Regulatory Commission refrain from bearing the responsibility of holding Orange accountable for the bad service they provide in Jordan? This is the least they can do towards the tax payers, who pay their taxes when they can barely make it to the end of the month, so that entities like TRC do what they are supposed to do.
![IMG_0150[1]](http://farm9.staticflickr.com/8168/7466787830_1ae1104b5d_m.jpg)
![IMG_0154[1]](http://farm9.staticflickr.com/8163/7466765652_6c4f552399_m.jpg)
![IMG_0152[1]](http://farm8.staticflickr.com/7253/7466761766_eb112ee6a3_m.jpg)
![IMG_0157[1]](http://farm8.staticflickr.com/7112/7466755688_2f25b64758_m.jpg)
Hey there, I’m the admin of the group “Jordanians united against bad internet services” and i would like to thank you deeply for discussing this issue again, I have faced so many problems to a degree that i got sick, But lately i have to admit that my orange 2mp internet connection hasn’t been disconnected, And it has been like that since a few months now, But still, One problems has been solved and another one appeared in the horizon, Which is the download limit issue, Adding the bad customer service as you discussed, So i guess we won’t ever rest!
Well there is always the choice of changing internet providers, We now have Kulacom, They get there internet from ITALY which i think is a very good change, I’m actually thinking of changing to them when my contract with orange ends.
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Leave them. If all those who received bad service left them they’ll either shut down or improve their service.
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Internet Connection In Jordan 101
By The Lead Zeppelin
————————
- It all comes down to luck,based on which provider you are using and your location.
- Try different providers,they have different approaches in dealing with customers and in the way they give them bandwidth, go for monthly and avoid annual subscriptions until you find the one that suits you best.
- If you get a good connection,don’t mess with anything,just leave it be, use the “Allah ou SmaAllah” approach I use on my car.
- If everything is working properly but you can not connect,it is %99 a problem from their end which you can’t do nothing about, put away the pc, avoid the headaches of calling support and just make some coffee or go out until your internet fix is good and ready again.
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Music to my ears
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I had a problem with my DSL, couldn’t connect (happens alot)
and showed interest in solving my problem.
finaly i just called orange and asked for a ticket number (for my problem)
then directly called the TRC and made an official complaint.
a few hours later someone from orange called me
so, my adivse to you is to drop an email to the TRC about your problem in details wether it’s realted to internet or a wrong billing from Orange.
the least thing we can do is to give Orange a headache like the one they are giving us
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madas Reply:
July 1st, 2010 at 19:39
Thank you for the advise, will use it next time i have a problem
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trc@trc.gov.jo
هواتف الهيئة
هاتف : 5501120 (6 962)
الهاتف المجاني: 080022313
فاكس: 42/5863641 (6 962)
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Below is an email I sent to Orange…… auto-reply shows their e-mail links are not in service. Went through to the MOITC and information email. Enjoy!
Delivery has failed to these recipients or distribution lists:
business@orange-jtg.jo
The recipient’s e-mail address was not found in the recipient’s e-mail system. Microsoft Exchange will not try to redeliver this message for you. Please check the e-mail address and try resending this message, or provide the following diagnostic text to your system administrator.
suggestion@orange-jtg.jo
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suggestion@orange-jtg.jo
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Date: Tue, 6 Jul 2010 15:33:36 +0300
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Subject: Orange: April 4th fault reported, July 6, still not corrected
From: Joseph Wilson
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ATT00001
Subject:
Orange: April 4th fault reported, July 6, still not corrected
From:
Joseph Wilson
Date:
Tue, 6 Jul 2010 15:33:36 +0300
To:
,
CC:
To: Orange Corporate and Jordan MOICT
Dear Sir or Madam,
My name is Mr. Joseph Andrew Wilson and my phone number is 0×5xx4xx0.
I registered a fault complaint on April 4th, 2010. I reported that I
was unable to dial out on my land-line phone. It is July 6th, 2010
and I still cannot dial out on my phone.
First, thank YOU for your time and consideration. Second, thank you
for your TIME and consideration. Third, thank you for your time and
CONSIDERATION.
Three words, YOU, TIME, and CONSIDERATION that I want to address about Orange.
This is the second time in 2 years that I have had greatly
unsatisfactory customer service from Orange. YOU are my phone service
provider. I contact YOU when I have problems. I pay my bill and in
return, I expect YOU to provide me with satisfactory service. I
reported this fault three months ago and I have not heard from YOU.
TIME is very important to many people. Customers expect that when a
service consultant informs them that a fault will be corrected in 72
hours that TIME is an important factor in their customer service.
This TIME I am very surprised again. Three months is an awfully long
TIME to correct a fault. When I called an hour ago, the service
consultant told me that it would be three days wait for correction of
the fault. Don’t you think 3 months is enough TIME? I don’t think
that 72 hours wait should be considered this TIME in response by the
service consultant. There was not even an apology for the outage. I
want an e-mail this TIME which states what action was taken to correct
the problem.
We are human beings. We have our faults and I take this into
CONSIDERATION in all matters. As a service provider, I am sure that
you give great CONSIDERATION to all of your customers, as you should,
and treat them equally. I hope you will take into special
CONSIDERATION the fact that repair of my line has been under
CONSIDERATION by your company for 3 months and as such should be given
greater CONSIDERATION as to the timeliness of repair especially since
I have been waiting FOR 3 MONTHS.
Thank YOU for your TIME and CONSIDERATION.
Sincerely,
Mr. Joseph Andrew Wilson
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when running a business, the first thing you should do is always establish a good customer service`;~
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I think a lot of people in Jordan are stock with bad customer service from orange or any other comm. co. in Jordan, because it takes too much money to change a provider, you need to buy a new phone for each provider. Orange got all this figured out, they do not have to give a good customer service, they got more customers than they can handle, and they know they are stock with there bad service. People need to learn how to boycott companies like this and don’t have to put up with their bad customer service, even if it cost more money to do so.
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I think people will eventually learn… don´t forget all this is still relatively new for people…. we will learn.
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I sort of found your web site by mistake, but your website captured my attention so i thought that I might post to let you know that I really like it.
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Hello,
I am going to post my problem details with ORANGE Jordan here, I gave them 3 DAYS to return my Internet speed to its original status 8M.
yesterday, They changed my plan to the 4M!!!
I spent 4 Hours today trying to solve it with them. they confirmed it will be solved in 3 days.
they discovered yesterday that my line cannot handle 8M speed, what a silly company is this? what a stupid decision is that? you discover that after 34 Days of using the Internet? or because you want to share the 8M line?
I am going to publish every detail about ORANGE-JORDAN, this is JUST part of the story!!
Regards
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