The Orange Shop- Slow Delivery

richardjames73

I ordered a sim only from the Orange shop tuesday morning. Still no show, and when I check the order on their tracking, it just says - Order accepted.

Has anyone else ordered a sim only from Orange, how long did it take?

The time on my PAC code is ticking.

Petlamb

sim onlys are sent in the royal mail so normally 2-3 working days, occasionally longer...
if needed you could call them with the reference (the online tracking wont tell you much) and they can check there are no probs with it?

Personally i'd still give it a couple more days, I apreciate the PAC is ticking away but there isnt much that can be done if it really is just in a RM sorting office somewhere unfortunately.

meanmum

I just had the same experience, rang to chase it after a week, seemed was lost in post so they cancelled SIM & arranged to send out another. First (now cancelled!) SIM arrived 10 days after orange sent it - via TNT mail. In the meantime I'd been billed on the basis of the contract starting a day after orange sent out the first SIM! It is now 4 days since the second SIM was sent out. I'm pretty sure orange used to use royal mail & everything arrived very quickly - perhaps they've moved to TNT to save money, but will be false economy if they lose customers over it!

custardy

meanmum wrote: »

I just had the same experience, rang to chase it after a week, seemed was lost in post so they cancelled SIM & arranged to send out another. First (now cancelled!) SIM arrived 10 days after orange sent it - via TNT mail. In the meantime I'd been billed on the basis of the contract starting a day after orange sent out the first SIM! It is now 4 days since the second SIM was sent out. I'm pretty sure orange used to use royal mail & everything arrived very quickly - perhaps they've moved to TNT to save money, but will be false economy if they lose customers over it!

well which was it sent by?
TNT courier or TNT downstream access through RM?

meanmum

Oh I don't know - it was just a white envelope with TNT on where the stamp would be - & a delivery note in a plastic wallet on the front of the envelope. It arrived with the normal mail (I think). Now I looked this up this sounds like TNT downstream access - but I still would blame TNT for delaying getting it to RM, as everything I've ever had from orange before via RM has arrived really quickly.

custardy

yup thats downstream access
start looking at your mail and see just how much comes from other companies using downstream access

meanmum

Well they have done a bit better with the second delivery. Letter posted on 14th arrived today - so only 5 days this time. I'm sure RM would have been a lot faster though!

custardy

companies using downstream access get better rates(im told) by putting their mail into the RM system in large batches so it pays to delay

Bandaster

I too am experiencing this problem. I ordered the SIM via the Orange web site almost two weeks ago. I have received the first bill from them quick enough but no SIM card. Calling Orange is a problem because their automated call system asks for a mobile phone number which I don't yet have due to not receiving the SIM. After typing in random numbers I eventually got through to someone who said the SIM would be with me the next day and that sending out a bill was a mistake (which incidentally was for more money than the tariff I ordered). The next day comes and still no SIM. I am now so fed up with their general incompetence that I will be cancelling and trying another network instead.

diamonds

Welcome to Orange - outsource as much as possible & watch customer service suffer, yet the poor DIRECT employees on 150 get it all on phone from customers - not their fault outsourced depts are not under 150's control or any other Orange dept - blame France Telecom/Orange UK management, no wonder THE FUTURES BRIGHT strapline since Orange's conception was dropped, its not bright its an ember & the CEO has changed very little to help the 150's to help customers, " computer says no " is all too often the case, Little Britain ruled by Giant France telecom, Virgin Mobile care may have succeeded under Alexander & continues to do so on a system he ruled over, but Alexander is not stripping the problems out of Orange

Ask any CSR on 150, WHY ? instead of getting angry why it cant be done - " the system wont let me " ie.....France Telecom's " computer says no " a system that was designed to enhance customer satisfaction & save money...it didnt do both, gather a guess at which one it did.....& then add customer frustration to the equation

Orange generally has gone done hill.......its better getting through since BB launch, but given 150 staff are chosen by a 3rd party company........any muppet does....the old staff are the best, the turnover of new staff is quite high im told by 150 staff 1) structure that things cannot be done 2) irate customers because of such 3) lack of full training before manning phonelines = stress & pressure to new employees while trying to clear as many calls & pass them to hopeless 3rd party companies as much as poss


I want to call 1 person & have them sort it - if that takes a floor manager authorisation, fine I'll wait, but multi-transfers are a joke - most the time after the issue is still unresolved