Cellular Agony

Dealing with Phone Companies

Bezek and Customer Service

Posted by Paula on January 31, 2011

About a month ago, Cellcom’s infrastructure almost collapsed. Tens of thousands of customers were left without phone service for several hours. A short time after it was restored, Cellcom announced that it would credit each subscriber the previous week’s calls for free. It doesn’t wipe out the frustration (and believe me, after almost a month without our phones because of Orange’s incompetence and corruption, I know what that feels like), but it goes a long way in helping mend the feeling that no one cares.

Last week, Bezek’s infrastructure also collapsed and took many hours to be repaired. Their compensation – one full week in which every Bezek line can call any cellular network line for free for up to 1,000 minutes.

For the last 11 months, Orange has been abusing us, overbilling us, harassing us, threatening us. For all this time, they have refused to answer the simplest of questions – HOW MUCH DO WE OWE YOU? They have billed us ridiculous numbers – over 37,000 shekels on lines we never had. And the answer to how much we owe them has finally come clear – we don’t owe them…they owe us.

Perhaps they knew this all along and thus were delaying? Who knows? But I’ll let you in on two other secrets that you’ll be hearing about in the next few weeks. The first is that we have taken a lawyer who will help us see justice done and bring about the compensation that Orange was too stupid to offer on its own. The second is that we have identified other Orange sufferers and amazingly enough – they have the same story to tell, of inflated SIM card use, inflated bills.

I’m not surprised that Orange is not rushing to compensate us…it would be a truly unique experience were they to actually care about their customers.


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