is Orange a real global brand ?

While on roaming - my phone card was damaged so I was unable to make or receive any phone call - nor do any GSM data traffic.

I am currently a customer of Orange Romania - so while in Vienna I was happy to see an Orange shop so I went there. The dialog was very simple.

Q: "Hello, my name is Vasile Butnaru and I'm a customer of Orange Romania. My sim card or my roaming are broken - please help me!"

A: "Hello! Unfortunately we have nothing in common with Orange Romania so I cannot help you!"

So - what is the meaning of the "customer service" for the "Orange brand" across several countries given the above dialog ?? Is it one company or an aggregation of several independent ones ? :-)

ps: in the end she did a complete reset of my iPhone settings - which of course was useless. I can tell you the store was in SCS Shopping SUD in Viena - the one from downstairs.

[LATER EDIT]All my respect for Orange Romania (Auchan shop) - they replaced my sim in 3 minutes - including the problem explanation and paperwork. Thanks!