Dear Sir,
I am writing this open letter to you hoping that your new mandate as the CEO of Orange Romania will bring some changes to the company policy related to customer relationship and communication transparency.
In my attempt to keep things short, I will present you some facts that will hopefully prove that customer relationship and communication are areas in which Orange Romania needs improvement.
1. Last month, I have tried to find out more details about the process of becoming an Orange customer (nb at the moment I am a long time Vodafone client), some details about phone number portability, but also details about the launch of the iPhone 3GS mobile. After using the online form to submit my request, I have received an answer 6 days later, a period in which I cannot stop wondering how many new clients would have already changed their minds.
2. On July 3rd, Orange Romania has launched the online page “Fii primul care află oferta iPhone 3G S!”. Leaving aside the fact that the form was buggy (see [1]) and the fact that it was definitely not a pre-order page, as presented in media, this form is collecting client information in exchange of offering the advantage of being among the first to learn about the iPhone 3GS launch.
3. Anyways, it looks like Orange Romania has decided to offer these details to the media already (see [2] and [3]) and by doing so to ignore all those (including myself) that have registered to receive them first. Even if these details are already out for more than 24 hours, until now, I haven’t received any communication from Orange Romania and so I’m asking myself what is the purpose of collecting contact information as long as the promise to be the first to hear was not kept.
I read that as the new CEO of Orange Romania you value the quality of company’s services. I do believe that customer relationship and communication transparency are areas in which Orange Romania could and should improve significantly.
In case you consider that this open letter deserves a reply, you are welcome to contact me either by email, phone or any other means that you consider appropriate.
Respectfully,
Alexandru Popescu
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