I have a very different experience. I enjoyed a €5 discount for 2 years at Hey and was able to convert that discount into a €5 discount for life last month without any problems because this promotion was in effect at the time. I was helped immediately and quickly.
A few years ago, I became an Orange customer for internet and TV, and that was the worst experience ever (just to become a customer, you want to give them your money). I would like to purchase an internet package, two TV boxes, one soccer ball and one mobile phone subscription (which was mandatory at that time).
You couldn’t close this online, you had to enter everything and then you would be called back within an hour (and you had to tell the clerk everything you took online). It was not possible to install an additional TV box immediately and would be carried out in the second installation round, the football had to be activated and this would take 48 hours after installation.
Twice the installation was delayed for no reason, and the third lucky time the installer failed to turn on the TV box etc. Eventually the internet worked and I turned off the online TV (TV Vlaanderen) which worked fine in the end. But then it was not easy to cancel these TV boxes. This took several hours on the phone and I’m sorry, but the Orange staff (and there will likely be exceptions) were not really up front when they were sharing their senses. If they fail to install the TV boxes in my home, it doesn’t seem unreasonable to me that I won’t pay for it and will look for a replacement myself.
A few months ago (everything had been working perfectly for years, bills were correct, internet was fast…) I suddenly received a phone call from someone from Wallonia (French) (normal mobile number) who told me in broken Dutch that I was disrupting the network Internet and a technician had to be present. This turned out to be legitimate from Orange itself, but it looked like a scam. Only after the guy called 8 times or so did they email to say it really came from them and apologized to the poor Dutchman. In short, in the end the technician had to come twice to fix things, a 150 euro bill and a few more phone calls to the specialists to protest that bill because I had no problems.
And now everything is working again and I’m sleeping like a baby again. I assume this is a combination of several circumstances and that their affairs are going better with other clients.
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