Dear Orange Telecom (and all Jordanian service providers),
It’s been a while since I’ve written. In fact, I’m simply terrible at keeping in touch, so let me get straight to the point. You have a problem and it’s starting to affect others around you. Just like that guy at the gym who refuses to wear deodorant, we’ve started to notice. Indeed, something stinks terribly about your level of service, which I was for-warned about but was prepared to forgo in order not to deal with the hassles of third-parties. I wanted to deal directly with the source. Instead, the source has given a daily blinking red “disconnected” light.
All in all, I feel bamboozled. Swindled. Cheated. Robbed. And to a large extent, those adjectives are not far from the truth. For the 2MB connection that I receive from you, and which I pay a generous 50JDs a month for - has now, on average, gone down to around 0.60MB. It’s still the beginning of the month so I know I haven’t used up any of your very limited download capacity. I know that much.
I’m writing to you now about how your problem is affecting me, because you are someone who has been consistently communicating to me your own needs, and a good relationship always requires a two-way street when it comes to communication. You constantly send me your news in the form of an SMS. Something that states:
Dear Orange internet customer you have reached 70% of your download capacity, to extend your download capacity & avoid speed downgrade, please call our customer care at…
Dear Orange Customer, we would like to kindly remind you to settle the bills due on your internet service within 1 week. Thank you from Orange internet.
See? You’re always communicating your needs to me. And I would kindly oblige to your requests but see, our relationship has sort of become like that broke uncle who’s always asking to “borrow” some money, and you just know you won’t get it back. As far as I know, that’s not how our relationship should be. Our relationship is supposed to be based on give and take: I give you something, you take it, and I expect a little giving in return.
To put it bluntly, I expect to get what I paid for.
And please do not ask me to call your customer service because that’s like asking me to explore new levels of frustration and I’m just not in to masochism. The person on the other end of the phone never knows what they’re talking about and you end up wasting 15 minutes with them (which I suppose is good for Orange Telephone), and this is after waiting 30 minutes to get through to a representative. They end up arranging for a visit by one of the technical crew, and that is a visit that requires at least a week of being Internet-less.
No, it’s not just you. I have met few people who are genuinely happy with the level of service they receive from the telecom sector in general. It seems the only good thing these companies are excellent at is taking their customers’ money. And by the way, even that requires me to line up for 40 minutes while tellers are busy servicing other people who are shopping around for a phone; why counters dedicated to bill payments cannot be arranged, I don’t know.
So how can I help but feel cheated?
And I won’t even mention my dropped cell phone calls in this letter.
If there’s one conclusion to be drawn from experience in the Jordanian sphere, it’s that we are relatively good at providing a serivce but terrible at delivering a service. In other words, we’re great with coming up with the next great marketable idea and taking money for that idea, but exchange is never mutual. We never get what we paid for.
But fellow blogger Jad may have been on to something when it comes to starting an online campaign. It might need a better name, but I’m betting that bloggers and their readers alone can force a change simply by blogging about a company such as yours, and simply by putting Orange Jordan in their post titles, a little bit of tagging, a little bit of twittering, digging, Facebooking and other nifty weapons at our disposal, we can probably have our posts reach Google’s top ten ranking. So every time someone searches for your company, some of the most pertinent results they’ll get involve unsatisfactory reviews from your customers. And if you think that’s never made a difference, well, Google around and see if it ever has (try Dell for starters).
How else is a customer supposed to react when their satisfaction is no longer guaranteed? When they can no longer communicate effectively with their service provider?
I wanted this relationship to work out; I really did. But I feel like you haven’t given me any choices. It’s just been one bad thing after the other and I’m writing to let you know that I might be ready to move on. I know, I know. Our relationship didn’t last too long, but we all deserve a little happiness in our life. You once wrote to me that “Internet = Life”. I saw your message all over town in fact. It was sweet. But if that equation is true then I’m afraid, it seems, I can’t have that kind of happiness with you. So I want you to know, just so this is all out in the open, that I am starting to look for other people.
But whatever happens, I promise to stay in better touch with you (depending on the stability of my connection).
Yours Sincerely,Naseem Tarawnah
September 9, 2009
The Black Iris is trying to make a campaign or a social experiment to see if we can do something other than complain, and I am more than happy to participate because God knows how much Orange piss me off. We don't get the speed we're paying for, if you try calling their customer services you're left to wait for a number of hours and the only thing they are persistent at is practically threatening their customers to pay. So spread this letter around if you agree that Orange SUCK.