Cellular Agony

Dealing with Phone Companies

Posts Tagged ‘lies’

A Promise is a Promise is a…

Posted by Paula on December 30, 2010

Latest update – 5 days after shutting our phones without warning…Orange promised to open 7 of the lines within 20 minutes. We refused to give them the 10,000 NIS they demanded – after all, by our accounting, just using common sense, never mind the additional promises they gave us, they actually owe US money. They steadfastly refused to open the lines or have a manager call us – until we paid.

Our wonder workers got involved – they know the system. They know the people. They understand the numbers and how it works. Shamed into it, the Finance Department got permission to turn 7 of the lines back on – this still leaves 9 people amongst our group with no phones at all. At 7:45, they told me 20 minutes. I told people 8:15 p.m.

So, thirty minutes later, at 8:15, I checked. Nothing.

Forty minutes…nothing.

An hour later, at 8:45, I called…nothing.

Two hours and another round with Orange…nothing.

Now, almost three hours later, the phones became to come back online. All but two. A bit later, even those work – again, for incoming calls only. So, I can’t call anyone, but hey, people can call me. Til they close it again, that is.

Of course, they promised they wouldn’t do that without warning us…on the other hand…when did they ever keep their promises? So – I can be reached at my regular phone number…until I can’t be.


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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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“Cause if you don’t, who’ll fly with you?”

Posted by Paula on December 28, 2010

In life, I have always believed, you can laugh or you can cry. I prefer, as much as possible, to laugh and though I must confess that Orange has driven me to tears a number of times in the last few days, I have decided that absurdity drys tears and I can laugh again.

I feel bad for so many others who have also been cheated, but with each story I hear, I feel less like the fool. At some point, the responsibility for this disgraceful behavior belongs not with those who have been cheated, but with the company that keeps lying to its customers.

So today’s headlines must make even Orange representatives realize that soon, so soon, they will finally have to pay for the damages they cause, the lies they tell. There’s a great line in a YouTube song by Dave Carroll who tried to make United Airlines take responsibility for the guitar they broke. They refused and Dave took to YouTube – and United stock fell. One line in the third video warns United that if they don’t shape up and start holding themselves responsible for the damages “cause if you don’t, who’ll fly with you?”

More and more people in Israel must ask themselves – if Orange won’t be honest and deal in honor with its clients, who will be fooled enough to open an account and use their services.

This latest lie crosses all boundaries into the absurd.

Here’s the latest example of Orange’s lack of integrity: http://www.mako.co.il/news-money/consumer/Article-179c210f5ab2d21004.htm&Partner=rss (in Hebrew) See our next post for a summary of what this one says.


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