以下是我打在Orange客服feedback form中的文字：
I am very upset with my broadband connection and I am also very upset with your technical customer service. I need quick resolution for my issues because otherwise I will go to another broadband provider.
I have been a very loyal customer of Orange for nearly 5 years - I started using Orange mobile phone since Autumn 2005 and I started also using Orange broadband since March 2007. In general, I have been pretty happy with your broadband product and package.
I moved to a new address on 17 July. I knew the migration could take time, so I called the customer server in June to arrange the order to migrate my broadband line. Although I requested to start migration on 16 July, the line was cut off on 14 July. SURPRISE!
I didn't get any broadband in the beginning, and I have been constantly contacting the customer service to update the status of my Livebox. I thought that doing this would help your engineer to activate my broadband and I could enjoy using the network again. Although your customer service told me the line was connected on 29 July, only after 1 August, I got a very short time of good network connection, and in just 2 days, the line went down again, and all I had in the Livebox was a dull error message saying "PPP Server Down".
I never got any communication from the engineer since then. I received several emails from your system suggesting the line issue was resolved, but when I called the customer service to confirm, your CSR told me THEY WERE FALSE ALARMS. Was I the only customer who felt being cheated here?
An every time I called, the customer service only told me to wait, or told me to repeat the same procedure of resetting Livebox, re-typing my id/password, and re-connecting my computer. The process is tedious - YOU WERE ACTUALLY USING YOUR CUSTOMER TO DEBUG YOUR NETWORK FAULTS!
One of your CSR even told me because the migration was free so it was reasonable to have a few weeks disconnection. I believe if she looks again, she will find out that I am paying extra for the Home Max package, I don't mind paying for quality service. YOU CAN'T USE FREE SERVICE AS AN EXECUSE FOR BAD SERVICES.
I FELT DEEPLY SORRY ABOUT THE QUALITY OF YOUR SERVICE!
On 6 August, the line came back again. However, the line speed was slow. I have line which, according to your customer service, can provide up to 10Mbps download speed, but all I have is 512kbps. It was actually slower than the internet on my Orange 3G phone.
On 7 August, I called the customer service. Your CSR said she would arrange a line test for me and an engineer would call me on 11 August to confirm the status.
On 10 August, I called again to provide more information I found on my Livebox. Your CSR told me the line test was placed but a incorrect one - it should be for line speed too slow rather than for ppp server down. He told me another line test was being arranged and engineer would start very soon. He also arranged that the engineer to call me on morning 14 August to confirm the status to me.
On 14 August, not receiving any phone call or text messages, I called again. You CSR told me the line was tested and was clear, and that an engineer tried to contact me on 13 August. She couldn't do anything over the line, but offered to ask the engineer to check the line again and contact me. NO CONFIRMED TIME OF CONTACT AND NO PLAN WHATSOEVER TO RESOLVE MY ISSUE.
My broadband line is still slow and I don't know why I should pay for anything. I have spent enormous time and effort on this issue, but I don't know why this case can flow unnoticed for a month and no management tried to resolve my issue once and for all. Either there are serious flaws in your system or there must be serious flaws in your management. I am seriously thinking about switching to other broadband providers so I might call again just to request for the MAC code.
Please let me know how you plan to resolve my issue and, if required, how I should help you to resolve my issue.
Best regard,
Cheeven Tsai
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