Monthly Archives: February 2010

Orange Tuesday blunder produces red faces at mobile phone giant

Photo courtesy of http://www.dialaphone.co.uk

Mobile phone network giant Orange have angered customers today after sending out an e-mail containing thousands of their e-mail addresses.

This breach of Data Protection has prompted a series of angry responses from customers, with one saying:

“Typical Orange, after the way they have treated me recently this is what I have come to expect!”

Other than the substantial number of addresses, the e-mail did not contain anything confidential but could have a potentially detrimental effect on the company’s reputation.  The message from Orange’s customer service team read:

“Hello from Orange

Thank you for your recent email enquiry.  In order to improve our service we would like to take the opportunity to ask you a couple of questions regarding the way in which you have contacted Orange.

In the pursuit of improving service provided to our customers, Orange are intending to update and modify the ‘Contact Us’ section of the Orange website that our customers use to email their queries to our Customer Service Representatives.

It would be greatly appreciated if you could reply to this email with your thoughts on the ‘Contact Us’ section by answering the following questions.

How easy was the ‘Contact Us’ section of the Orange website to navigate?

Was your query included in the options available?

Did you find it easy to locate the ‘Contact Us’ section?

Do you have any suggestions or comments on how we can improve this service?

Your feedback is important to us and will be passed on to our Development Teams, so thank you for taking the time to reply.

Kind regards

Orange Online Services Team.”

In September 2009 Orange had more than 17 million customers in the UK – 16.11 million active mobile customers and approximately 900,000 fixed broadband customers.

This is not likely to do the company’s success much good in the near future as they have already struggled to match some of the deals offered by competitors such as Vodafone.

Myles Edwards

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