Money Saving Experts, please help! (orange robbed me).

cosmic4z

After the HMV voucher fiasco ... I am still having problems with Orange..

The phone I bought from them, came with £20 credit, and supposedly, a £20 HMV voucher (which I, and MANY other people, never received). I returned the phone for a refund, and they've credited my bank account, but they're £20 short!..

Probably not refunded the call credit (non of which I actually used).

Is there anything I can do to prevent them from robbing me in this way?

I'll give them a call later today, but from past experience, calling them is never anything but an exercise in futility, and I expect no help whatsoever from them.

So my question is, how can I get the rest of money back from them?..

I'm surprised companies with appalling customer service like this, continue to prosper in this day and age. You'd think people would learn to avoid to them!..

Browntoa

I'll move this to the "Vent" part of the forum

MOVING THREADS FOR BETTER RESPONSES

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

cosmic4z

Thanks Browntoa.

I'm not so much interested in venting, as I am in getting a full-refund, and advice on how to go about getting it. That said..

I do feel very let down by Orange, and I think I'm quite justified in feeling as I do about them, though perhaps feeling so frustrated isn't going to help me get this resolved.

I wish I'd searched this site before having anything to do with Orange, then perhaps other peoples' experiences would have put me off this company..

Also, another thing that occurs to me, how does the admin team here feel about people posting their views about companies, when those views are quite negative? I mean, they're my personal views; but are their any legal implications for this site, when people say less than complimentary things about particular companies?

Thanks once again,

SarahMoon

Everytime I bought pay as you go, I was always told they never refund airtime, So they are in their rights not to as it did say if you bought off orange direct/reseller in their terms and conditions.

Wait! You bought an expensive phone for a £20 voucher!!

cosmic4z

Hi Sarah,

You're saying it's in their T&C that they don't refund airtime? Could you confirm that?

The phone was £9.50; with the £20 airtime, so I paid £29.50; and was supposed to get a £20 HMV voucher with it.

When I called them to arrange for them to collect, they never mentioned they would only do a partial refund.

I can't stress how much I've been !!!!ed around by Orange; this company is an absolute disgrace and I hate them with a vengeance. I sincerely hope, that they meet with well much deserved misfortune.

SarahMoon

Where did you buy the phone from?

cosmic4z

Hi Sarah,

I bought it online, from the Orange iShop.

When I called them the last time, to arrange for them to take it back; I stipulated I wanted a full-refund, and they seemed to go along with that; they certainly didn't say I would only get the £9.50 etc.

Also, I believe they were in breach of contract anyway, as they hadn't supplied the HMV vouchers, so wouldn't that make the whole contract void?

It seems quite reasonable that I should get the full amount I paid, returned to me (seeing as I hadn't actually used any of the airtime).

What options are now available to me?

Thanks.

paulhkate

Hi

I'm still waiting for my voucher after 39 days. I am emailing BBC Watchdog. Can others do the same because then maybe something will get done?

I notice that the Orange representative hasn't bothered to answer questions in my last reply about this issue on the other thread. That pretty much sums up my experience of Orange customer services.

Orange_Company_Representative

Hi there, I work for Orange and might be able to help.

Paulhkate - I was sorry to read that you had not yet received your HMV voucher. Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including the phone number and date of purchase of your Pay As You Go Phone, as well as your contact details and username from this site, and I will ensure that your details are passed to the relevant team to chase this up for you.

Cosmic4z - I realise it is now too late to provide you with your voucher, however, please contact me as above and I will be happy to look into the other issues you have raised.

In order that your emails are forwarded to me quickly, please add "Darren Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Darren
Orange Response Team

cosmic4z

I'll copy and paste the E-mail I just sent you Darren, let's see how much good it does!

I'm contacting you, as per your request; with regards to the following thread:

http://forums.moneysavingexpert.com/showthread.html?p=26201785#post26201785

My user-name on the moneysavingexpert.com forum is cosmic4z (I am the thread starter).

In all honesty, I don't have much faith in your customer services (it's been a truly horrendous and stressful experience, going round in circles and getting nowhere). How ironic, the message that, 'Orange is dedicated to improving customer services' (or so I was told, as I was on hold and waiting to talk with one of your reps for the Nth time).

Your customer services experience, truly, is abysmal, and I'm surprised you don't want to make it higher priority, because I'm sure it will have negative long term consequences for your business. Maybe within the context of your business model, it makes sense to you guys to skimp on this area of your business, and the guys running the show think it makes good business sense, but I wouldn't have thought so myself..

It's the guys at Orange who are answering the phones, I feel sorry for; they must get a lot of irate customers calling them. Management really should get this area of the business sorted and provide people with the kind of quick, speedy, efficient and effective customer service experience that builds brand loyalty ... like for example, amazon.co.uk, they have excellent customer service, and as a result, I have no problem recommending them, or going back to them time and time again; not so with Orange!..

Anyway, if you want to look in to my own case; I'm just concerned that I get a full refund, as I requested when I called to cancel my order (which was way after the vouchers didn't turn up). If you need any more details of my order etc, please reply to this E-mail and I'll get them to you.

Best Regards,

paulhkate

hi

I have emailed orange with the information above. Ta