I’d like to share my bad experiences with Orange’s customer service here. I’m so angry I could kill someone!
I’m a ‘business – fibre’ customer on the top-of-the-range 100 Mbps package at 449 dirhams a month, as I need a static IP address and this is the only one that offers it.
Orange also states that the response time is a maximum of 8 hours (working days).
First service call, Orange fibre: Day 4
On Sunday 9 February, I tripped and, rather stupidly, pulled the fibre cable out of my box, so a technician has to come round to reconnect it using his portable machine.
On Monday, I couldn’t get through to customer services when I tried both the official numbers (178 and 05 20 178 178), and neither could I on Tuesday morning: the automated systems just kept repeating the same message, without ever asking for the phone number linked to my fibre broadband (and it makes no difference whether I call from my Orange mobile or with my number hidden).
Finally, on Tuesday the 11th, I managed to get through to customer services by calling a ‘secret number’ (or at least one that hadn’t been given out at the branch); they made a note of my problem and promised to call me back within 48 hours.
Nothing at all.
I’m chatting with customer service, but nothing’s happening. Or at least, just the utterly exasperating spiel: “I’ll make sure your request is dealt with and thank you for your patience.”
During my second chat with customer services, I asked them what the previous agent had done: nothing at all.
In short, the technician came out on Monday 17 February, which was more than two days late (and actually four days late if customer service had been reachable as normal).
Second visit, Orange fibre installation: Day ?
I’ll update this post once I’ve finally had a technician round.
On the 19th, I went to the Anfa Business branch, the only one able to process my request to move house and connect me in my new address.
Once again, the technician was supposed to ring me back within 48 hours to arrange an appointment.
Today, Monday 24 February, I still haven’t heard anything from the technician. That’s two days late.
And when I ring customer services to complain, they say, “I’ve logged a complaint; they’ll ring you back within 48 hours.”
Refund in the event of delays
I’d been told that I was entitled to a refund for the number of days the delivery was late.
To get this refund, you have to submit a request to customer services… who will call you back within 48 hours.
And, of course, I haven’t heard anything from them either.
The icing on the cake: the Dar Box top-up
So I’ve been forced to use a Dar Box. I need to buy the 100-dirham top-up for a week today.
It’s impossible. I paid by credit card; the transaction was confirmed but not debited.
After an hour.
The dénouement
On 18 March (yes, three weeks later), I decided to stage a sit-in at the Anfa branch. I spoke loudly, demanded a solution, stamped my feet, and finally managed to speak to a manager – the branch manager.
He looked at the change-of-address request and realised that the daft person who’d filled it in had put my name – rather than my company’s – as the contract holder. That was holding everything up. But in three weeks, nobody had noticed.
After trying to amend the request, he ended up cancelling the move request and submitting a new one. So that I would finally be connected on 21 March.
And of course, as for a refund for the delay, nothing… I paid for a month for nothing, for a service I didn’t receive. And it wasn’t credited to my account.
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