Gosh! I've just come off what I can only describe as one of the most unexpectedly pleasant telephone calls of my life. I phoned Orange with not a small amount of fear, seeking to try and make a claim on my mobile phone insurance. I was fearful because in my experience these matters tend to be dealt with by habitual misers and dullards. The most laughably stupid and gormless of the cerebrally challenged. But not this time. No this time, I got an extremely nice gentlemen (from one of the regions), who, very professionally, took all my details and processed the claim in about 10mins. He explained everything as we went along, why he was asking the questions he was asking, and how the process worked. Then, rather astonishingly, asked me when was the most convenient time for them to courier (yes I said courier) my new handset to me - today? Tomorrow? Can you believe that.
So well done Orange. I'd buy you a drink, but you're a large corporation that has no mouth, and that takes no joy from alcoholic consumption, so I won't.
(Obviously I reserve the right to change my mind about this whole process when my new phone doesn't turn up. Good morning.)
UPDATE: Phone arrived this morning as promised. Well done Orange.
customer service? from a telco? i don't believe you! paul, go and buy a lottery ticket - you're on some kind of very lucky winning streak.
Posted by: lauren | 06/23/2007 at 11:35 AM
Maybe I should.
Posted by: Paul H. Colman | 06/23/2007 at 05:10 PM
I've had a similar experience with Orange. They seem to to get it. Dealing with BT Broadband on the other hand is an entirely different matter and one that makes me seethe with outrage just thinking about it now.
Posted by: neil | 06/27/2007 at 07:10 AM
I gave up on BT Broadband a long time ago.
Deep breathes...in...out.
Posted by: Paul H. Colman | 06/27/2007 at 12:26 PM
Lucky you, When I tried to get out of Orange I had 5 calls, each of them lasting over 20 minutes listening to their "our lines are engaged but your call is important to us... " rubbish. I only managed to get through when I cliked in a different option in automatic line. B#~~ds! the only reason why I stay whith them is because they gave me a deal 40% cheaper than my previous and anyother inthe market. Now that I am up for renewal they are doing the same. Ba#~~ds
Posted by: Javier | 06/29/2007 at 01:38 PM
I'm fully aware that I may be the exception.
Posted by: Paul H. Colman | 06/29/2007 at 02:24 PM
Wow, you were lucky. Did you get stung for a £15 admin fee though?
I remember the old days when Orange insurance cost you £5 a month, but it went down by 50p a year until you only paid £2.00 a month.
Posted by: biscuitware | 07/14/2007 at 07:30 AM
I did get stung for the £15 charge, but I didn't really mind, it was kind of my fault that the phone needed replacing.
Posted by: Paul H. Colman | 07/14/2007 at 08:04 PM