I switched from one Orange phone plan to another, at their suggestion. It's OK - a bit stingy as all mobile phone plans are - but as good as most. Trouble is, I now receive two sets of texts from them: one relating to my old plan and one to the new. By and large they actually seem to manage the account OK although I'm not 100% certain all the time, but I'd like them to stop the incorrect messages as it can be confusing for an old feller like me.
So I check the website. Nope, they only answer questions they're all geared up to answer online, so if you've got any othere issue - tough. So I phoned - great there's a 25p charge but what the hell. The call centre lady listens to my problem and proceeds to outline the benefits of my new plan (in painful detail). She won't be stopped and insists on ploughing through every single feature. I explain again that I know the details of the plans, I'd just like them to stop texting me with incorrect information about the plan I used to have. She responds that according to her records I'm on the 'New Dolphin' plan. I say 'Yes, I know. That's why I want them to stop with the OLD-Dolphin texts.' She stops to think for a bit and then says, 'but the new Dolphin plan is very good, do you know what the benefits are?' I give up, thank her and hang up.
Just now, her supervisor calls back. 'Do I know the benefits of the new-Dolphin plan?' I explain that I have the benefits engraved on my soul in words of fire. 'Has that answered my question?' I say that they're not even close to understanding my issue which is that I still get texts about the wrong plan, but that since they never actually distinguish between NEW and OLD in the texts (they just call it the Dolphin Plan) it can be confusing. BIG MISTAKE, the supervisor takes it upon himself to start explaining the differences. I ask him to stop. What I want to know is why I get texts about a plan I don't have. He laughs - 'Oh, everybody gets advertising!' I take deep breaths and calmly point out that this isn't advertising, it's regular misleading information and instructions relating to the old plan. He asks whether my questions have been answered and I reply that the call doesn't seem to be getting anywhere at which point he hangs up on me.
It's odd. I try very hard to remember my time on a public counter facing people who weren't at their best and my starting point is polite, bearing in mind that the person I'm addressing isn't my problem - they're normal people doing a difficult job in trying conditions. The two I spoke to today did their very best to persuade me that they were the problem and probably caused it personally.
OK - Rant done. Happy New Year Teh People.never trust a man in a blue trench coat, never drive a car when you're dead |