that it was tough luck and he could do nothing about it. I asked why I was not told 10 days ago when I segind and he said the sales staff were not told until this week. I asked to speak to a supervisor and he said all the staff had been told not to refer customers to the supervisors or managers. I could not work out whether it was the supervisors who had refused to speak to customers and unwilling to do anything about the complaints or whether they had been briefed by higher management not to speak as they were where not allowed to do anything about it. So here we have managers in telecom customers services call centres hiding in their offices not prepared to speak to customers. By the way this was a UK based call centre.I asked for the address of where to submit a complaint and he said there was no address to write to as this was a modern communications company, implying I was out of date with modern practices. I stated that 10 days ago I segind a written contract on paper and wanted proposed changes to my contract in writing. He said that is not how things are done now. I asked what the procedure was for me to submit a complaint and he said this was it and he had recorded my complaint on my contract but nothing was going to change.I said I wanted to write in and get a response to my complaint in writing and he still said this was not things were done now as Orange was a modern communication firm.Can somebody explain how one goes through the Ofcom complaints procedure if Orange if customer services have been briefed not to give out the address and just stonewall the customers. He admitted there had been a lot of complaints and the company expected lots of complaints but it was tough. Perhaps a template letter on the website with the relevant Customer services department addresses would help.He also confirmed that as I had renewed in an EE shop I did not have the 14 day cooling off period I would have had if I had renewed over the phone. So much for supporting the local High Street.Why am I sorry for the operative? Yes, I was frustrated at having been ripped off by Orange, and being stonewalled by a call centre operative when I wanted to speak to someone in authority. He was following a script. I could not say exactly what I wanted to say or even exactly how I felt because even though it is Orange in the wrong, I would have been accused of being in the wrong and he was not being supported by his managers and could not refer the call to someone higher up the chain.The minimum he should have been able to do is to give an address for people to write into and advise customers on the Ofcom complaints procedure.Posted 9 March 2013 at VA:F [1.9.22_1171]3 - 0
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Noe