Orange Once Again Useless

lynn44

I placed an order on line for mobile phone with orange direct web site.When phone didnt arrive this morning I emailed them.
To cut along story short.
They said bank would not authorize payment because my address was incorrect. So on the phone to natwest...blah blah yes payment waiting to be taken by third party from orange.
so phoned orange back to confirm payment had been sent.
Orange emailed me back, no payment been taken.
I said I have been given authorization code !! :j
they still wont send my phone until I fax them proof of my address :mad: I dont have fax machine. I totally understand fraud etc etc, but I have told orange the "code" and they still wont send it :mad: :mad: :mad:
I should do what I said a month ago and change network I have been with orange 9 YEARS and think its time to change :T :j

Nicholas

Yes, I have found them to be incompetent. I think Orange should change their name to Lemon.:mad:

webkami

Nicholas wrote:

Yes, I have found them to be incompetent. I think Orange should change their name to Lemon.:mad:

Thats a funny name, would only make the future brighter though.

I would say Apple....oh thats another company...

joey3

why not banana [skins]

Alltheloginsaretakenappar

I had a similar sitaution when ordering for my Mum. Her credit card address had the first half of the postcode twice so it wouldn't go through the system correctly for the credit check. Anyway, all went through after I faxed a copy of her credit card statement. You can get faxes sent from your local library or a print/photocopy shop for about £1

lynn44

just found out its dextra who are orange agents for reconditioned phones so they too can join the rotten fruits !!

jdandi

Oranges are not the only fruit or mobile phone provider!
I found they have becoming shockingly incompetent and happy to let existing customers down.
:eek:

lynn44

thanks for info on fax
but I feel why should I PAY £1 when bank have confirmed payment name address etc all correct just that there system wont accept it

NannyP_2

I wish I'd read this a few weeks ago.
I went into the Orange shop for an upgrade on 1st April (damn I should have paid attention to the date aswell).
I wanted a V3, they look nice. I got one, signed an 18 month contract and took the phone away. It wasn't until the next morning that I was able to try it out, as it took a while for the Sim to register. I discovered that the Predictive text was slower than I am at predicting the future and found the whole process maddening. I have discovered than my upgrade is actually a downgrade (for me anyway).
I went back to the shop, where I was told that I had signed to say I could not exchange it, and there was a no money back clause. I said, no money had changed hands, but was met with a stony glare. The young man became angry with me for being angry (great customer service!!) and told me that I couldn't have my old phone back (despite it being less than 24 hours since I'd handed it over). Okay, after a longish arguement, I took the V3 back and decided I'd take it home and post it back to Orange with a letter of complaint. I had to search very hard to find an address for Orange, their website not happily giving this information up freely. Having found an address in BristolThis I sent the phone back about a week later, I cancelled my Direct Debit at the same time.
Now, this morning just over 2 weeks later I have received the phone back by recorded delivery, the box is in bad shape and I received no covering letter, no answer to my complaint, just a compliment slip from somewhere in Darlington!!
I have called customer services who have told me the same stuff, you cannot exchange it, you cannot cancel your contract, you shouldn't have sent it back. I have ask where the answer letter to my complaint is, and have been told that there isn't one!! How can I keep a paper trail of my complaint, if Orange will not enter into a correspondence with me?
I have been politely angry (fuming) on the phone and after incredible persistance and insistance am waiting to be called back by someone more senior to the call centre operator. I do not expect to get anymore than I already have, but I will insist on a written answer to my written complaint.
I am 50, and this is not how professional people would have dealt with me 20 years or so ago, I cannot believe they can be so umprofessional and uncaring of long standing customers.
Thank you for listeniing, I feel a little better having let off steam.
So, can I sell ths phone on Ebay? How can I tell if it is unlocked?

lkoky

NannyP wrote:

Thank you for listeniing, I feel a little better having let off steam.
So, can I sell ths phone on Ebay? How can I tell if it is unlocked?

I feel your pain.
Why would you want to sell your phone? Are you sure you have cancel the contract with Orange? because simply cancelling the direct debit doesnt necessary mean Orange has accepted the 18 months contract you signed is no longer valid.

What I am trying to say is, since you cancelled the direct debit unilaterally, Orange might take that you no longer able to pay them, and this will ruin your credit report.

I am not sure how this works, as I never try to cancel a phone contract before it runs out. Anyone?

liz_uk

lkoky wrote:

What I am trying to say is, since you cancelled the direct debit unilaterally, Orange might take that you no longer able to pay them, and this will ruin your credit report.

I am not sure how this works, as I never try to cancel a phone contract before it runs out. Anyone?

This is correct. They will still bill you for your line rental.

I`m an ex-orange employee. I worked for them for 4 years in there retail branch. They had the `no return` policy on upgrades then too. We were told to tell the customer that they had to be sure that when upgrading that was the phone they wanted as there were no refunds or exchanges. Did they not make it clear.

The address in bristol is not head office. It`s just offices and call centre staff there.

Goodluck with your plight, but my only suggestion would be to put the phone on the lowest possible tariff next month, sell the phone, which will hopefully cover the cost of the 18 month line rental, and start again.