Cellular Agony

Dealing with Phone Companies

One Light in a Dark Orange World

Posted by A Soldier's Mother on February 7, 2011

My son called Orange to report yet another problem. Once again, they transferred him around; once again he was promised they would call back. This time, by yesterday.

Today, he called again – usually it takes him about an hour to get to a manager, who then promised they will call back tomorrow. They never do.

He is currently waiting for three managers to call him back, who promised they would call him back “tomorrow”…and my son is still waiting. I think maybe the problem is that tomorrow is always a day away.

My son has a lot more energy for this than I have. I can’t stand talking to them anymore; I can’t stand the aggravation. My husband’s blood pressure is up; I’m exhausted from fighting the windmill known as Orange Customer Service (and isn’t that an absurd contradiction of terms because from what we have experienced, there is nothing at all that connects the words “Orange” and “Customer Service”), but leave it to my son. He was in the army for three years; a commander in the artillery. He learned perseverance, and so he called Orange again today.

We are still trying to get Orange to unlock my iPhone. They are still violating the law by refusing to give us the code we need. Some day, I hope, there will be justice for this too.

This time, the woman, from technical support, answered my son’s call and looked up our account. She was astounded. she was shocked. And then, she refused to transfer him to another department. She could not believe at how many “open” complaints we have. Open complaints are phone calls never returned – tell us about it! She said she used to work in the field and this was unacceptable. What can we do but agree?

She said she was going to investigate and call my son back. He said he didn’t believe she would…but amazingly enough, she did.

She called back to say she was still checking into it, but at least, miracle of miracles, she called back. My son says he understands why she is in tech support and not in sales. She’s clearly too honest and doesn’t know how to lie nearly well enough to work in Orange sales.

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