Poor service from Orange.

keithwales

My wife recently tried to change her contract with Orange.
She was told that she could have an upgrade to a Samsung phone-not certain which one.
Also that if she does not like it, she could return it within seven days with no problem, and the new contract would be cancelled.
When she asked Orange to take the phone back they seem to be unable to supply an envelope for its return, we are not allowed to send it any other way!!
Now two weeks and several phone calls later, still no return envelope, but an admission that there may have been a 'training issue' with the previous operators and an envelope will be sent in 7-10 days.
Our concern is that as time moves on we may be trapped into this contract.
They have not attempted to save the account, customer service is awful.
Any ideas how to get some service from Orange?
Rant over

matrix999

If your getting no where with Orange Customer Services then send an e-mail to the top dogs at

executive.office@orange.co.uk

They sorted out a problem I had with the Orange shop.

keithwales

Thanks Matrix,
We'll definitely give it a try.

honey28

i had the same problem with an upgrade, i didnt like the phone and asked within the first 24 hours to return it. It took 2 weeks and numerous calls to eventually get the special delivery bag. Keep calling the upgrades team and hounding them until you get it - they told me as long as you had called them within the 7 days to request a return you would be ok, and that the envelopes can take up to 10 days

eagleeye

Orange 150 cs is useless and even worse than the three .No correct information ever available regarding charges for 0774, 453, bundle enquiry. Since last week i am facing the problems in accessing the orange online billing .Actually i ported my number on orange and i was registred on the original orange number. But since last week when I tried to log in it displays that this service is available only to orange customers. Then I registered the ported number but whenever I login it gives the same message This account is already register with us –please call 150 and 07 cs number .But when I called that number the cs advised me to call 453 which he claimed it is free from the orange phone. But I checked and found that it is a 50p/minute number. They don’t know what they are talking about. I’m surprised that they are claiming that orange is best in the customer services.

yaacov81

i have to be honest that i have found that whilst there are problems (lets be honest given the amount of customers they have they are sure to have problems) they usually sort them out.
at least each person is not just ansering you from a set selection of answers like at three - who are appaling.
just hang in there and the problem will be sorted.
then at the end send them a letter.

isthatreduced

I wouldn't touch orange with a bardge pole Last xmas I bought my daughter a phone and it never worked and they refused to give me a refund because it was out with the 28 days they offered me a repair on a brand new phone(bought it in november for xmas and took it back on the 27th dec) trading standards were no help and I ended up having to buy another from o2.
I contacted orange customer services and emailed them ,they don't know the meaning of the word SERVICE they had my money and they didn't care,has to be the worst company I have ever dealt with.

cyprusbabe71

I was offered an upgrade from Orange at Christmas a Razor V3, I was told the phone was ideal for my use, I wanted a camera and simple text as I have a text 3000 contract. I missed the return date by 8 hours as I was visiting my Mum in hospital and was given no option but to stick with this awful phone. I wrote a letter to Orange and stated that I was mis sold the phone,that I was willing to pay to change phones but had a reply yesterday saying I had to honour the contract. By this stage I had gone back to my old basic Nokia as I hated the Razor so much. I rang CISAS yesterday and was asked to get a reference number from Orange for them to liase with them, as soon as I spoke to Orange and mentioned CISAS they changed their tune and they are now collecting the phone.