Orange Once Again Useless

static_steve

I got an upgrade last week with orange customer service line, as they offered to match a t-mobile discounted tarrif. I decided the phone (nokia 6111) wasn't for me, so they immediately dispatched a pre-paid post-bag for me to mail my phone back to, and they say I can choose a different one.

I'm not sure why my experience is so different to "NannyP's", mayb perhaps because I rang rather than going to the shop? Though I only sent the phone back to them today, so they could still screw me over when I ask for a replacement!

banger9365

usless been waiting a week for a ring back and rang them twice no joy ,hope you have more luck than me (i ring them again tonight for fun )

5limJim

static_steve wrote:

I got an upgrade last week with orange customer service line, as they offered to match a t-mobile discounted tarrif. I decided the phone (nokia 6111) wasn't for me, so they immediately dispatched a pre-paid post-bag for me to mail my phone back to, and they say I can choose a different one.

I'm not sure why my experience is so different to "NannyP's", mayb perhaps because I rang rather than going to the shop? Though I only sent the phone back to them today, so they could still screw me over when I ask for a replacement!

I think its because you're covered by the 'Distance Selling Act' or whatever its full name is.... if you're in a shop you've had the opportunity tpo ask questions, check out the goods and are happy with the condition of them, over the phone you havent so i think they have to give you a cooling off period

wobbley

I too have been with Orange years. A few months ago I had 2 cotracts with them. One I converted to PAYG to keep the number but not use for calls. And the other, instead of accepting one of their pathetic upgrades I decided to buy a cheap PAYG phone (Nokia 1600 at £25) and use my contract sim in that. It's worth £25 to me to be not tied into a long contract with these cowboys. They used to be excellent, great CS and great deals and tariffs. Now they are rubbish and don't give a damn about customers. Next time a better deal comes my way from one of the others - I'm voting with my feet, because the future's very dark !

reehsetin

Alltheloginsaretakenappar wrote:

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

if you go into an orange store they will fax it off for you for free

reehsetin

NannyP wrote:

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?

the bristol address isnt the head office adress, the head office address is:
st james court
great park road
almondsbury park
bradley stoke
bristol
BS32 4QJ

and trust me they will react if you post it to them,
i work for orange, they e-mail out complaint letters sent to head office about a store and we have to respond to it that day
good luck

the person dealing with you should have told you it was an 18month contract they have to make it clear and it should be written on the contract you took away
there isnt a 14 day return basicly if the dealer has acted wrongly in any way they have 7 days to cancel, if its past 7 days no way orange will do anything as far as im aware