Orange Telecom’s Moroccan Nightmare: Customers Rage Over Hours-Long Waits and Chaotic Service

The sight is distressing in front of the Orange agencies in Kénitra for example, where customers queue up daily for several hours for a simple request for information or the payment of a bill. The reason? Poor organization of services. In some agencies, a single counter is open to address all the concerns of customers.

"I arrived at half past eight in the morning, and I left after noon without being able to carry out my procedure... it’s unbearable, we are not in a remote village," denounces a customer to Rue20. Some also complain about the poor reception they receive from the agents, as well as the total absence of a digital system for managing queues or welcoming customers, which exacerbates the disorder and frustration.

Orange Telecom continues its expansion in Morocco. But some of its agencies continue to trample on the most basic requirements in terms of quality, eroding customer confidence and raising questions about the control and management criteria at the local level.