What we would suggest is that Orange start improving product knowledge and try to be transparent with customers about policies and regulations to prevent people from signing contracts they’re not agreeing with. Also, offer better service – it’s not always the customer’s fault if something is not working.
Insight nr. Ⅰ
The topic “contract” occurred in 13% of the reviews and has an average grade of 1,17 / 5. It seems that some had problems canceling their contract when receiving faulty information in the first place. It was also mentioned that some of the employees didn’t seem to have enough knowledge about the products. They would tell customers that they have the right to something when in reality, it turns out they don’t.
Insight nr. Ⅱ
The topic “bills” occurred in 12% of the reviews and has an average grade of 1,20 / 5. Some claimed that when having issues with their products not working properly, they had to pay for a technician themselves. The company doesn’t provide the services they’re supposed to. Also, some had been charged for services they had never received.
Insight nr. Ⅲ
The topic “notifications” occurred in 3% of the reviews and has an average grade of 1,18 / 5. Some complained that they never received email confirmations or notifications when promised. Also, the company had given them conflicting information and didn’t notify them about canceling their booked appointments.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.
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