Cellular Agony

Dealing with Phone Companies

Birth and Death – Just more lies

Posted by Paula on December 28, 2010

We were told at one point that Orange had to cancel a promised meeting (one of many they canceled) because one of the people who was supposed to attend had given birth. What can you do – this is not something that you can control. We understood, canceled the meeting, and waited even longer for the next available chance.  While trying to reset the meeting – we called the woman’s phone. It was a lie. The woman was pregnant, but had not given birth.

Our first representatives were Gal Morad and a guy named Liron. Gal told us after the contracts were signed that Liron was fired for leaving phones in the back seat of his car. Thieves broke in and stole the phones, which should have been locked up in the special safe in the trunk. Later, Gal told us that Liron was fired for lying to the customers – now THAT I would believe…though from what I can see, lying to the customer is more corporate policy than something they’d fire you over.

But here’s a twist – I guess they had told enough customers that they’d fired their representative and decided in this case, it was better to say the agent died…no, not enough sympathy – he was killed in a catastrophic accident.

Here’s the latest story: http://www.mako.co.il/news-money/consumer/Article-179c210f5ab2d21004.htm&Partner=rss – it’s also on a number of other sites, though this one is in Hebrew.

A  rough translation of the story:

Two years ago, a couple signed a service contract with Orange using the company’s employee. Once they began getting their bills, they were surprised to find that the invoices did not match what was agreed upon. The bills were much higher than they should have been. “Most of the promises were oral, but we believed him,” said Adi. The couple…like my company…trusted the Orange representative. Our bills were almost three times as high as they should have been.

This couple called Orange and were told that they could not be helped because the agent who handled them was killed in a car accident, a catastrophic one even. According to Orange, not only was Ricky, the agent, killed, but his computer was destroyed in the accident…and on his computer, said Orange, were the documents from this couple’s account.

A short investigation revealed that it was all lies – the agent was still alive – even answering the phone himself. Adi turned the focus of 144 – Israel’s information directory where they found the agent’s new number. “At first he tried to escape, but then said he no longer works for Orange and asked that we vacate the company,” said Adi.

Partner’s responsed by saying that they have opened an internal inquiry and if they find their representatives gave false information in bad faith, the matter will be dealt with to the full extent of the law.

Orange’s statement goes on to profess how important customer service is to the integrity of their…blah blah blah.

So Orange:

If you really care about integrity and punishing those who lie to your customers – why have you lied to us almost every week for the last 11 months. Why did Gal tell us that Liron was fired for two completely different reasons; why were we told that woman had given birth when she hadn’t; why are we being billed for lines we didn’t order; why did Yishai and Meir and Vicki and so many others all promise someone would call us back?

On and on, the lies bury your company in the muck. This story is just one example. The agent might be alive – Orange’s sense of customer service and integrity seems to have died long ago.



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