Bonjour.
type de machine : Livebox
Please do not defend this bunch of liars.
They are worse than useless.
My internet and telephone line have not worked for 2 weeks.
Today, the service Technique told me that somebody was working on my case.
I said that was not the case, and the guy - his name is Théo (so watch out for that lying wanker), told me I was lying, and that he knew that somebody was working on it.
I had already checked and there is not even an enginner programmed to look at the problem for another 2 weeks.
How is that even possible?
So not only did Théo tell me there was somebody working in my line, when I know for a fact that it will not happen for another 2 weeks, but then he called me a liar. What a **bip** - please see that he gets sacked for this disgraceful behaviour.
Here's some tips if you really want to help your customers:
1 Do not lie to your customers.
2 Do not accuse them of lying to cover up your own lies and incompetence
3 Try fixing the problem within a month
4 In order to fix a problem you need to assign somebody to work on the case, it won't magically fix itself.
5 Do not get your Chat staff just to transfer calls so they do not actually have to help the customer. My record so far is being transferred 13 times, and my line is still **bip**ed, with no sign of it being repaired.
6 The Service reclamation will not fix my line, so do not transfer chat sessions to them as they cannot fix the line, and they cannot re-imburse me either - not really sure what purpose they serve?
7 When somebody who has a legitmate grivenace asks to speak to a team leader, do not refuse. Another lying **bip** from the techical department ( didn't get his name ) called me up, then put me on hold for 15 minutes, then unloaded another stream of lies about when it will be fixed and told me I just had to wait, whenever I asked to speak to a team leader he refused. Please sack this useless lying **bip** as well.
8 Waiting is not the magic bullet. Getting your employees to show some courtesy, empathy and deploying resources to fixing issues are more likely to bring results.
A real disgrace.
If Orange is serious, then reimburse me the money that they owe me now - instead of saying "You need to wait until your line is fixed"
What's the point, as Orange just keep pushing back the date when they will fix it?
My requests ought to be relatively simple for a multi-billion dollar communications firm.
1: Fix my line please.
2: Reimburse me the first €500 of the my costs now, please ( you can pay the rest when if gets fixed).
3: Stop lying to me please
The staff in the Orange shop are very helpful by sharp contrast
Please ensure that this feedback is read by the head of customer services, and that the simple requests are implemented.
The bosses need to know how bad the company really is, or it will never improve.
Merci
