Worst Telco Company in jordan
I never imagined myself writing such an Article about Jordan. Foremost we as Jordanians try to reflect a good image of our country to attract more investors and tourists. But enough is enough! after all If we donāt take serious actions or at least a stand towards bad customer service and experience the good image reflected will back fire at us! This post is dedicated to all Telco providers in Jordan specially Orange.
I will not start telling stories on behalf of other people, this is my story below:
I have a post paid subscription with Orange called Club 45 (most expensive VIP subscription). My bill was sent to me on first week of May. Since then I tried really hard to pay the bill with all suggested methods: visiting a branch or paying it online. I tried visiting almost all Orange branches in our beloved capital (Amman) but guess what, dozens of people are there before you making a huge queue. You keep on waiting and waiting 15, 20, 30, not even 45 minutes and still waiting. Not enough chairs to sit, bad air ventilation, no conditioning and people are sweating big time, high humidity, and on the top of that everyone’s mobile phone is ringing! I surrendered and went back to work. Next morning I wanted to play it smart, so I decided to go very early, did not even have breakfast just headed directly to their main branch. Guess what?!! A longer queue than yesterday! :-s I felt really frustrated! I tried getting in touch with Orange using their customer service number 1777 but no luck, either you keep on holding for 10 minutes and get automatically disconnected or you get disconnected being told that a long queue is ahead! I kept on visiting branches and trying to call them but no luck at all, as if they donāt want you to pay your bill, they just want to disconnect your line. 2 weeks later (that is today) my line was disconnected because I could not pay the bill, not because I donāt want to (even though the network coverage really sucks) but because they simply try not to facilitate the process. I was pretty much mad and furious, I went to the branch and wanted to get to a resolution, I need my mobile phone back, I canāt survive without it! After yelling and fighting my way through dozens of angry subscribers standing in the queue, a fresh graduate student was handling the customers. I explained my situation and she refused to let me pay the bill and she said I have to get back in the queue, After a big fight the branch manager pops in and sarcastically and with no respect he tells me if you are so busy try paying online using your credit card. hallelujah.. I felt saved! 
I did not wait to fight anymore so I called one of my colleges on my way back to work and asked him to pay it online. He calls me back after a while saying that their e-payment sucks and it crashes after you enter your credit card information. I was like maybe itās Windows or Internet Explorer, after all we blame Microsoft for the half of our problems, luckily I had an Ubuntu machine back home, tried it, same thing, a CRASH.. Tried it on different browsers, same thing A CRASH!! I call them up and after waiting for almost 4 hours retrying every 15 minutes and holding with the representative for 10 minutes, he getās back to me saying that the collections department will call me back in 5 minutes. I refused to hang up and said Iāll wait or transfer my call. But not use, had to hang up!
Absolutely, your guess is right, no one called not even after 2 hours! 
Again had to go through the painful process of waiting in queue, explaining the story to the call center guy again, holding on the phone for 10 minutes. Same answer the collections department will get back to me, i refused so I got transferred to the supervisor, had to tell the story again and also no answer.. They canāt confirm if they deducted the money so I have to wait for my friends bank statement to come up or listen to the supervisorās advice: go to a branch, get a mobile chair like the ones used in camping trips, an extra battery for your laptop, a small fan to get some breeze, and a bottle of water. Is this an advice you get from a customer support supervisor!! I felt pretty much offended and mad.. So beside their bad network coverage, very expensive roaming charges, and their suicidal billing centers.. Their customer service is even worse! I canāt imagine how it is for non VIP subscribers or maybe they donāt even classify their customers!
You might comment and say: why canāt you move to another Telco provider? unfortunately the other providers are almost like Orange when it comes to customer service. Iām not going to tell any stories about the other providers, my experience is with Orange. Thanks to Orange now Iām stuck without a mobile phone, a 100 JOD bill, around 300 JOD not known if charged or not, customer service on phone that does not pick up, and a branch that you need to waste a whole day to pay them a visit!
If we are really Jordanians and we really care about our country, we defiantly need to rise up with our attitude towards the consumer markets! Honestly speaking, a country with only 6 million of population being serviced by 4 Telco companies! If we speak sense then we must have a competitive market, itās true Telco service is much cheaper compared to our fellow Arab neighbors but still we suck big time when it comes to customer services. The only reason Iām not switching the provider is because I hear bad stories about other providers as well, Iām not a loyal Orange customer, I hate the company, the service, and the support.
Note: Iām not trying in any way to start a movement against Orange and whatever mentioned in my blog is my own opinion. Iām crazy guy with mental problems and wonāt be held legally for speaking my own opinion on the Internet 
I know how you feel man. I’ve been suffering from their awful service for years. When I paid to have my ADSL line installed back in 2004, it took them 6 weeks to tell me I was too far from the exchange so I can’t get ADSL, 2 weeks later, they call again saying there was a mix up and I can get it.
It’s 2009 now, and they still tell me I can’t get anything faster than 512Kbps, the line keeps disconnecting periodically, and I later found out that my parents were paying for a 1Mb subscription and only getting 512Kb, when I tried to lower the plan they wanted me to pay the switch fee. I almost got into a fight with the guy who then agreed to make the switch for free.
Their DSL line keeps disconnecting periodically, and my download cap is only 3GB, and to upgrade to the newer plan with 7GB download cap I have to commit for a year even though I’ve already been a customer for more than 4 years now.
I got a call from a Zain sales lady about their Wimax service. Even though I’m not a big fan of Wimax I decided to get a 2.4Mb connection from them. They’re not perfect by all means, but they are miles ahead of Orange when it comes to service quality. After about 3 weeks having some issues and talking to one of their engineers who vouched to fix my issue personally, I’m having a MUCH better experience than my Orange ADSL and will be disconnecting my ADSL any day soon inshalla.
I never thought that such an incident would have existed, but we should expect EVERYTHING in our arab countries.
After all, should I be glad for having the highest cost in the region while am receiving a better customer service?
Same story happened with me! But you can’t blame Orange’s people you should blame their management team for doing such a lousy job. I bet if the mother company knows about what they are doing here they will fire their ass big time.
After traveling outside Jordan It hurts to see such ignorant and excuse my french 7aiwanat o bajam destroying the country image! wala 7aram..
bahayem wenti el sad2a :-s
la2 el a7la I went today to pay the bill, I had to wait for 112 minutes before I could pay the bill!!
Listen man, give me 2 JDs, and i will do you a favour!!
Guess what??
buy a galon of Kaaaaaaaaaaz and burn the customer service branch!
Keep figting bander!! sho bdk t3ml.
wala sadaqt ya Khalil !!
brother, i have a problem with the orange mobile company, since 2 months, the coverage is “hell” the line keeps cutting all the time, and every time i call them about the problem, i got the same answer,
mr. bashar please e7ke ma3 el mas2ool 3an el khtoot 3endkom w khale ye7ke ma3 el sherkeh mshan ye7loolak el moshkleh, and after 1000 calls we got the answer that we were waiting for…
wait on the line tell your turn comes..
man nice blog..
Regards.
Hi Bander,
Let me thank you so much for this great article, actually dear, I had another bad experience with them, regardless about the details, let me summarize it in these lines:
āit was 2 months ago, when I had a new work in a IT Solutions company, it was a very busy day for all the development and business teams to finish the fine tuning of a project that HAS to be sent in the same day, suddenly, and without ANY signs or alerts from ANY directions, the internet connection get down, nothing is working !!! well, as usual with Orange (it has to call itself : Red Shit for Telecommunications), we started calling 1777, no body answers (of course), no need to say it again guys, after 4 hours they answered, I told them the story, they took some time to check the system, and guess what: they said that our company did not renew the subscription !! well, the answer was good, the only irrational part is that: we renew our subscription before 1 month and for 6 months !!! let me say this: itās good to be polite, but sometimes you need to be NOT, itās good to fight with them, but many times you HAVE to fight STRONGLY. Well, maybe it depends on your habits, according to me, I canāt be nice guy sometimes, and I discovered that pretty when I went to their branch in Al-Madeena Al-Munawara street, I noticed that the queues were there, I felt that am in a film show for Arnold Shwarezenger (whatever the spelling) because of the number of people who fights there, when my turn came, my luck was with a new graduated student (I bet that she was the same one Bander), she told me that she checked with the IT department and they are SORRY because the MISUNDERSTANDING of the subscription issue, she said that the SYSTEM did it and MISSED (the system) missed our company from the reactivation process, and they solved everything, and {THE SYSTEM NEEDS TWO DAYS UNTIL THE REQUEST ARRIVES AND THE LINE COME BACK}, simply, I called with all the medias in Jordan (well, not all), but they get scared from the āFadeehaā, finally, the internet connection came back to life after 30 minutes only ļ ā.
I just want to remind those MSPās and their poor customer service that its shame to do this, you are gaining millions from nothing, at least, do a half of what you HAVE to do, and give a good, not excellent, only good impression about our Jordan, and about our brains.
Thanks.
Ghaith Al-Qurashi
\I never imagined myself writing such an Article about Jordan. \
the article isn’t about jordan bander, it’s about a jordanian company, and FYI it’s not unpatriotic to criticize your own country it’s called freedom of speech. you shouldn’t provide cover for bad conduct in order \to reflect a good image of your country to attract more investors and tourists\ that’s just preposterous. actually it’s unpatriotic not to criticize.
@Rabih
\I never thought that such an incident would have existed\
i find your naivete quite disturbing.
@Nadia Zubi
\7aiwanat o bajam destroying the country image\ this really has very little to do with the country’s image, it’s about us costumers being robbed in broad daylight.
[...] Banderās Blog: isharethepoint.com/?p=660 [...]
i do agree amjad,
i had the same problems with Orange internet and Mobile.
and i see all the complaints in the bloggs and facebook pages.
which is a good start to raise your voices,
i also sent an email about my issues and problems to the TRC (Telecommunications Regulatory Commission)
i urge you all to send your complaints too, i bet if enough complaints were sent then someone has to react.
this is thier email for complaints, you can send in arabic or english:
trc@trc.gov.jo
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