Orange

They are occupied with back-office work in the middle of the FRONT OFFICE (each time I go there I see that) and playing ping-pong with you (yes, you are the ball) with the telephone customer service when you have an issue (in fact Orange has a huge issue with their CRM and databases).
Orange asked to return my router after internet fijo contract end. But they asked for 2 devices, while I only had been provided 1. Called the customer service and had a chat on whatsapp (I have the screenshots), where they told me, yes there was an error, but head to the tienda and they will solve it. In the shop, one lady was very busy with BACK OFFICE WORK again (not her fault though, it's the poor management) and the guy, who finally could attend me told that they can't solve it, only the phone/whtasapp customer service and to NOT RETURN MY 1 DEVICE, because I will confuse the system (the poorly developed database). So, I called again the customer service, where they again wanted to get rid of me, by sending me back to the physical shop. I didn't let, so finally the lady lied to me that she has opened another incidencia and I will get another numero de seguimiento and then I can return the device. Not surprisingly, this never happened, I was never provided with a new tracking number, instead, tomorrow they will charge my account with 121 euros. (I blocked the debit)
In summary:
- the shop doesn't solve anything, they are there only to sell and to do who knows what back office work, that should not be done in a public front office.
- The phone/whatsapp customer service is lying (the case above it's just the latest, but I experienced it in several instances in the past 3 years)
- The operations has a poorly developed CRM and database, with even more poorly developed user access to information for the employees
- The HR and management fails to understand the difference between front office and back office.

Desde hace un mes estoy esperando que me apliquen un descuento el cual no se ha hecho efectivo aún, y no solo eso, sino que me ha incrementado el importe de mi factura y la comercial de dicha tienda, la señorita Lara, que fué la que ofreció dicho descuento no me ha resuelto nada. Muy mal, paciencia las justas.

En relación con los otros agentes comerciales, aquí se preocupan por sus clientes. Más que conforme con sus servicios y ofertas

Pues resulta que la comercial llamada Lola de esta tienda (lo se porque se identifican solo al principio cuando no hay problemas) nos llama para ofrecernos una promoción por ser muy buenos clientes (cosa que resulta que es la misma promocion que hay para todos los clientes (1* mentira)
Tras llamar de forma muy insistente volvemos a hablar y al negarnos el tono ya es totalmente diferente.
Nos dice unos datos que no son reales para convencernos de que cojamos la oferta (lo hemos verificado y es totalmente falso, osea que de inventan las cosas para convencerte).
Tras ver como cada vez las informaciones eran mas confusas y empezar a reclamar los datos que ella decia, el tono de la chica cada vez era mas borde, hasta que directamente decide colgar sin decir ni adios.
Si ese es el trato a los clientes que estais ofreciendo que cada vez es mas pesimo creo que vais a perder al cliente que decis que quereis compensar por ser tan buen y llevar tantos años.
No intenteis engañar a la gente con ofertas diciendo que son exclusivas y mucho menos falteis el respeto con esa forma de hablar, yo trabajo de cara al publico y para mi tratar a una persona de esa manera seria inaceptable.

Buen servicio lo que pasa que cambia continuamente de personal y eso es sinónimo de mal ambiente dentro de la empresa