Orange phone number

Dumyat

I have just come off the phone, yet again ( third day in a row), with their call centre. I have been passed from call handler to call handler...cut off once...and my problem is still not resolved. One of their team members on Sunday made an error which now means we have half a handset!!
Apparently they can not give me the number of someone who can resolve the problem...
Their solution is for me to buy the other half!!!!!
what can I do next?? I am at a total loss. Does anyone know of a number which doesn't involve an international call! :cool:

tehone

Your post doesn't really make sense - half a handset?

Orange UK registrations is free on 0800 079 0027

Dumyat

sorry...didn't want to get people bogged down in a long story...

Three day old phone was faulty, we had a replacement handset sent, but it was sent with out a battery or a battery cover. The courier took back the old handset, but apparently we should have been told by the call handler to keep the battery and battery cover from the first phone. Instead he told us to, I kid you not!!, take it to our local stockist....woolworths.
Second call handler told me to go to an Orange store to sort it out...a round trip of 30 miles later, the Orange shop refused to deal with it because it was a web order....

So we have a phone with no battery and no battery cover...and today's call handler's solution is for us to pay for a replacement.

tehone

Ah - that makes more sense now. I'd suggest that you ask them to send out a whole new phone (complete with battery) and you send the other one back.

They can send out phones and batteries (I got one sent last week).

I've no idea if this is any use - but I think someone from Orange Response (or something similar) posts here

Dumyat

thanks, but I can't get anyone to help me at Orange. Today's call handler wanted me to buy a new battery and battery cover...I can't get anyone to understand. It is so infuriating.
Will just need to keep trying. This was not a cheap phone, and it is totally useless. If all else fails will look in to charge back with credit card...

proplusplus

yep - unfortunately you should have kept the battery cover + battery as you have mentioned... but obviously you need a resolution to your problem.

2 options:

1) call and ask to speak to a manager - they'll be able to sort it for you. problem is that the system doesn't really allow operators to send out a battery + rear cover. they'll need to send a special request to an offline team to action.

2) call and ask to speak to the handset returns department in order to retrieve the handset you sent in. This isn't going to be easy - but they may be able to trace.

oh, actually 3)

ask them to send you a new handset completely. They should be able to do this by effectively processing your order as a 'care' claim without tyou actually having insurance.

proplusplus

pS) it's not going to be easy - best option s call and remain calm. make sure you convey your message clearly else you'll never get through to the right person/have them understand you.

Dumyat

Thanks proplusplus, I would have kept the bits if someone had told us to, but unfortunately I was not informed. Instead I was told to take it to Woolworths!! Second call handler told me to take it to an Orange store, so it seems a number of staff do not know the correct procedure.It was the supervisor who suggested I bought my own parts.

well the saga continues..today I managed to speak to someone in the UK who knew what to do, but passed me back to the offshore call centre to someone who didn't know what to do....another 40 minutes later I think we have a resolution. ...but I'm not holding my breath until I see the battery!!

Lardyvegan

If your phone is 3 days old, you should have had a brand new replacement. If, however, your handset was a replacement for a previously faulty phone, over 28 days old, then you should have been advised to send only the body of the h/s back.
Good luck!

Dumyat

if that is the case, it would be the fault of the first call handler. The chap I spoke to on Wednesday (in the UK) said it was a trainee who had handled the call. Whether he could tell or not, or was just trying to placate me I don't know. I will be writing a letter of complaint when the situation is resolved as it would appear a number of call handlers do not know the correct procedure.

fingers crossed this new phone is not faulty when we eventually get the bits to make it work....

Dumyat

well finally we have the spare parts and the phone appears to be working....at last.