Problems With Orange Customer Service Help Me!!

diamonds

email exec, mail addressed to exec office at the above address will be sent to Darlington ( renamed from the customer relations dept to exec office )

KEM

I am getting seriously fed up of contacting Orange Customer Service trying to get an unlock code for my handset.

Apparently it was posted to me on 14th April but I've not received it. Having chased up where the unlock code is Orange phoned me on Tuesday and told me I would have it emailed to me within 24 hours. 30 hours later on Wednesday I phoned and spoke to an unlock team leader who promised that I would have the code within 2 to 4 hours. The following morning (yesterday) I was told I'd definitely have it by midnight. This morning I was told it could take up to another 3 days.

So, feeling fed up I emailed the executive office as mentioned above but have now received a reply telling me to contact customer service as the only way the executive office will get involved is if it is referred by an operations manager.

Please can someone, preferably the Orange Services Rep who posts on here sometimes, give me some idea of how to get Orange to provide me with the code that I should have received 2 weeks ago.

Orange_Company_Representative

Hi KEM,

I am sorry you have not received the unlock code. In answer to your question, you seem to have done all that you can to get the code! If you can drop me a mail at the address in my profile I will look into this for you.

Please include your mobile/account number and add 'Jonathan Orange Response Team' in the mail so it can be forwarded to me quickly.

Hope this helps

Jonathan
Orange Response Team

KEM

Orange_Company_Representative wrote: »

Hi KEM,

I am sorry you have not received the unlock code. In answer to your question, you seem to have done all that you can to get the code! If you can drop me a mail at the address in my profile I will look into this for you.

Please include your mobile/account number and add 'Jonathan Orange Response Team' in the mail so it can be forwarded to me quickly.

Hope this helps

Jonathan
Orange Response Team

Thanks Jonathan.

After several more calls on Saturday I finally received my unlock code by email and the phone is now unlocked - just waiting for the PAC code.

supersaverreturn

We had a similar problem to those described in this forum. We called up to cancel, and this was all agreed. Then they offered a free payg sim (so that we could keep our number), but at no point did they say that contract cancellation was dependent on payg sim registration. Took the case up with CISAS, and they sorted this out. Best to communicate only in writing, and ensure that telephone conversations are recorded. We won't ever use Orange again.

seaniboy

In all honesty its the idiots at the top of Orange UK, and thier French owners

1) A contract to payg sim should be pre-registered with the computer allocating the number port after 4/5 days for delivery, with account charges backdated & refunded to the processing day on the day requested.

2) Asking a customer to obtain a Orange payg sim then calling back or doing the proceedure in a Orange retailer/shop/authorised outlet.

Orange is a great network but the restrictive nature France Telecom done to customer service is poo on both staff & customers, FT destroyed all that WAS unique about Orange in the UK, and then paid THEE ultimate price...having to merge with its competitor.


Orange still wont issue a 3G sim unless you have a 3G Orange supplied handset ?? But Orange payg only need walk into a retail store, contract cant get a sim or a 3G upgrade sim instore ?

Does that make logical sense at all ?

Jon_01

It very true, since the France Telecom take over the whole business has gone downhill at a rate of knots. From lack of investment to promoting people with no customer service skills to team leaders in CS (but with stunning brown nosing skills!). . .