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Help battle Orange's terrible customer service
Need some help here... i'm getting nowhere fast. I have been treated terribly by Orange and as they simply will not help...quite frankly just want out of my contract. But it isn't up until June and they want over £250 to release me from it.
Here is a letter of complaint i sent them recently as i think it explians the situation... apologies in advance, it is long and i'm not a great letter writer!
Orange Customer Services,
P O Box 10,
Patchway,
Bristol
BS32 4BQ
Thursday 20th November 2009
Dear Sir or Madam,
My name is
and I have been a customer with Orange for many years. My account number is
In March 2009 I upgraded to a Sony Ericsson C905 and signed up to another contract. Between then and the end of October I have had 3 replacement phones all with the same problem. At the end of October, yet again, I had the same problem with the phone and called Orange to state I needed yet another replacement… the forth!
The first time I called, at the end of October, I was informed that the diagnostics system was down and a check of my phone could not be performed. Even though I stated I was getting the same error message as with the previous replacement phones, I was told that the test would still need to be performed. I took it upon myself to perform certain tests myself over the weekend by placing my Orange SIM in my partner’s Orange phone to see if it worked all weekend. Which it did, therefore pointing to the problem not being with the SIM but the phone.
I called back the Monday after the weekend to get the obligatory diagnostics check performed. Only to be told it was not possible as the diagnostics system was still down. It now had been over a week where I had a faulty phone.
As instructed I called the next day… and the next, only to be told the same thing. The diagnostics system was down. My requests for a replacement handset were met with a negative and rude response and I was informed nothing could be done. I would have to “keep calling back and try my luck”. My requests for a call back were denied.
Eventually when I did get through to Orange (after many phone calls and being placed on hold for extreme lengths of time) and the diagnostics system was working… I was met with an Orange representative whose attitude was rude, condescending and dismissive of my problems. He refused to perform the diagnostic check stating it was my SIM card that was the issue. I informed him that I had performed a test myself with the SIM and it was the handset that was at fault. I also raised the point that if it was the SIM and a diagnostics check of the phone was not required… why have I been told by Orange staff to call back time and time again for the diagnostics check? Once again I was treated with disdain and informed that it was the system says and therefore it cannot be overridden.
Obviously at this point I have been several weeks with a faulty phone, after never actually having a working phone since March! Therefore my treatment was not only disgusting but quite frankly beyond comprehension.
I explained my frustrations to the Orange representative politely but they were dismissed and I was told I could only have a replacement handset if I paid for it! I asked to speak to a manager but informed none were available. After demanding to speak to someone of authority I was informed a manager would be available shortly and placed on hold for a great length of time. Only to be told by the Orange representative that the manager was no longer available and would have to give me a call back. I was told I would be given a call back within 2 hours that very evening. I was never called back.
The following morning Saturday 7th November I received no contact from Orange. So yet again I had to chase and call Orange customer ‘services’. I then had to wait for a call back from the manager in question once more.
When a customer service manager called I politely explained my frustrations, poor treatment and what I required to help resolve the situation. I also explained that due to the treatment I had received and the fact that if I did get a 4th replacement phone (of same model) the problem was likely to could reoccur, I would require a different handset. I did not want to have to go through this process ever again. The manager told me that I could not have a different phone, as the faults logged for my previous phones were all different. This is ludicrous. I must stress with every Sony Ericson C905 I have had the SAME ERROR MESSAGE EVERYTIME. The fact that an Orange employee may have logged it differently on the computer due to how I explained the issue is irrelevant. The problem is the same and and the result is always the same! A replacement phone.
The manager stated he understood, however he could not override ‘the system’. Therefore a replacement phone of the same model was the only option and this would have to be paid for. This really was the kick in the teeth. I explained I had not had a working phone since March and the warranty period therefore was irrelevant. The manager merely told me that was my option. A replacement phone of same model that I would have to pay for or send the phone to the manufacturer myself.
Flabbergasted I had to take time to think through what I should do and I stated I would call back.
At this point I must state I have never ever experienced such outrageous customer ‘service’. I have been with Orange for years and years and feel no gratitude for loyalty or appreciation for my custom, especially as I am a higher end user.
Astonishingly when I did call back to discuss my decision, an Orange representative informed me that a replacement handset would not cost any money as the replacement was issued in June 09 and therefore the warranty starts again. A point, which I had been trying to get across for several weeks, even with a manager.
The lack of internal communication is astounding. My query has been passed from pillar to post and has been treated with the utmost apathy.
I now write to you having had my 4th replacement phone which has already flashed up one of the dreaded error messages after 2 days. I’m sure you will agree this is totally and utterly unacceptable.
When speaking to an Orange representative on one of my many calls I even discussed washing my hands of the entire affair by being allowed to be released from my contract to pay in full for an iPhone or similar. This apparently was not acceptable. Even though after all my mistreatment from Orange I was willing to pay full price, and sign up for a further 18-24 months just to get a different phone.
What I require to resolve this matter and to restore my faith in Orange is a call from an Orange representative of some authority, with an apology and the power to help me simply acquire a different phone. Maybe to be released from my contract? Maybe some compensation for the way I have been treated?
I will send a copy of this letter to OFCOM and if the matter is not resolved I will seek legal advice to be released from contract and never return to Orange.
I hope this matter can be resolved smoothly and quickly.
Regards,
I must also add that they called me to tell me i've actually only had two replacement phones, which is simply crazy! I'm in the process of getting proof of delivery from the courier company they use to prove otherwise.
Any ideas anyone? Any grounds for being released due to unfair/bad treatment?
Here is a letter of complaint i sent them recently as i think it explians the situation... apologies in advance, it is long and i'm not a great letter writer!
Orange Customer Services,
P O Box 10,
Patchway,
Bristol
BS32 4BQ
Thursday 20th November 2009
Dear Sir or Madam,
My name is
and I have been a customer with Orange for many years. My account number is
In March 2009 I upgraded to a Sony Ericsson C905 and signed up to another contract. Between then and the end of October I have had 3 replacement phones all with the same problem. At the end of October, yet again, I had the same problem with the phone and called Orange to state I needed yet another replacement… the forth!
The first time I called, at the end of October, I was informed that the diagnostics system was down and a check of my phone could not be performed. Even though I stated I was getting the same error message as with the previous replacement phones, I was told that the test would still need to be performed. I took it upon myself to perform certain tests myself over the weekend by placing my Orange SIM in my partner’s Orange phone to see if it worked all weekend. Which it did, therefore pointing to the problem not being with the SIM but the phone.
I called back the Monday after the weekend to get the obligatory diagnostics check performed. Only to be told it was not possible as the diagnostics system was still down. It now had been over a week where I had a faulty phone.
As instructed I called the next day… and the next, only to be told the same thing. The diagnostics system was down. My requests for a replacement handset were met with a negative and rude response and I was informed nothing could be done. I would have to “keep calling back and try my luck”. My requests for a call back were denied.
Eventually when I did get through to Orange (after many phone calls and being placed on hold for extreme lengths of time) and the diagnostics system was working… I was met with an Orange representative whose attitude was rude, condescending and dismissive of my problems. He refused to perform the diagnostic check stating it was my SIM card that was the issue. I informed him that I had performed a test myself with the SIM and it was the handset that was at fault. I also raised the point that if it was the SIM and a diagnostics check of the phone was not required… why have I been told by Orange staff to call back time and time again for the diagnostics check? Once again I was treated with disdain and informed that it was the system says and therefore it cannot be overridden.
Obviously at this point I have been several weeks with a faulty phone, after never actually having a working phone since March! Therefore my treatment was not only disgusting but quite frankly beyond comprehension.
I explained my frustrations to the Orange representative politely but they were dismissed and I was told I could only have a replacement handset if I paid for it! I asked to speak to a manager but informed none were available. After demanding to speak to someone of authority I was informed a manager would be available shortly and placed on hold for a great length of time. Only to be told by the Orange representative that the manager was no longer available and would have to give me a call back. I was told I would be given a call back within 2 hours that very evening. I was never called back.
The following morning Saturday 7th November I received no contact from Orange. So yet again I had to chase and call Orange customer ‘services’. I then had to wait for a call back from the manager in question once more.
When a customer service manager called I politely explained my frustrations, poor treatment and what I required to help resolve the situation. I also explained that due to the treatment I had received and the fact that if I did get a 4th replacement phone (of same model) the problem was likely to could reoccur, I would require a different handset. I did not want to have to go through this process ever again. The manager told me that I could not have a different phone, as the faults logged for my previous phones were all different. This is ludicrous. I must stress with every Sony Ericson C905 I have had the SAME ERROR MESSAGE EVERYTIME. The fact that an Orange employee may have logged it differently on the computer due to how I explained the issue is irrelevant. The problem is the same and and the result is always the same! A replacement phone.
The manager stated he understood, however he could not override ‘the system’. Therefore a replacement phone of the same model was the only option and this would have to be paid for. This really was the kick in the teeth. I explained I had not had a working phone since March and the warranty period therefore was irrelevant. The manager merely told me that was my option. A replacement phone of same model that I would have to pay for or send the phone to the manufacturer myself.
Flabbergasted I had to take time to think through what I should do and I stated I would call back.
At this point I must state I have never ever experienced such outrageous customer ‘service’. I have been with Orange for years and years and feel no gratitude for loyalty or appreciation for my custom, especially as I am a higher end user.
Astonishingly when I did call back to discuss my decision, an Orange representative informed me that a replacement handset would not cost any money as the replacement was issued in June 09 and therefore the warranty starts again. A point, which I had been trying to get across for several weeks, even with a manager.
The lack of internal communication is astounding. My query has been passed from pillar to post and has been treated with the utmost apathy.
I now write to you having had my 4th replacement phone which has already flashed up one of the dreaded error messages after 2 days. I’m sure you will agree this is totally and utterly unacceptable.
When speaking to an Orange representative on one of my many calls I even discussed washing my hands of the entire affair by being allowed to be released from my contract to pay in full for an iPhone or similar. This apparently was not acceptable. Even though after all my mistreatment from Orange I was willing to pay full price, and sign up for a further 18-24 months just to get a different phone.
What I require to resolve this matter and to restore my faith in Orange is a call from an Orange representative of some authority, with an apology and the power to help me simply acquire a different phone. Maybe to be released from my contract? Maybe some compensation for the way I have been treated?
I will send a copy of this letter to OFCOM and if the matter is not resolved I will seek legal advice to be released from contract and never return to Orange.
I hope this matter can be resolved smoothly and quickly.
Regards,
I must also add that they called me to tell me i've actually only had two replacement phones, which is simply crazy! I'm in the process of getting proof of delivery from the courier company they use to prove otherwise.
Any ideas anyone? Any grounds for being released due to unfair/bad treatment?
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Comments
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Thats disgraceful treatment-im on T-Mobile. They are by no means perfect i would never put up with anything like that!0
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The way you've been passed from pillar to post is unacceptable, someone should have taken responsibility for the situation, however the manager you spoke to is correct in saying that he cannot override the system and give you a different model handset, you could try requesting a brand new boxed handset instead. A small point also, the warranty on a handset does not restart every time you get a replacement, the handset has a 90 day warranty or you have till the 6 month of your contract, whichever is greater0
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Anyone have advice on how to tackle the terrible treatment? When i complain i tend to just get frustrated and angry.0
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Anyone have advice on how to tackle the terrible treatment? When i complain i tend to just get frustrated and angry.
Write down all the points you want to raise before you call.
Get to the right person, there's no point going through a customer service agent with something like this. They have stringent limits on what they can do and their systems are configured to stop them going beyond them.
If they tell you that a team leader isn't available, just say fine, I'll hold until one is free. This will screw with their call stats (an UNFORGIVABLE sin in a call centre) they'll soon find someone for you.
Take a name and what shift their one (some staff work 3 on 3 off). Team leaders don't have phone numbers they can only have calls transferred to them. So find out which team their on and which call centre.
That should get you most of the way. . .0 -
update... the 4th phone orange have sent me is also faulty. sim errors AND the camera does not work.
i despair at the shoddy service i'm getting.0 -
Have you tried using a different sim card in the C905 to see if the error message comes up? To me, four replacements all with the same sim error message would lead me to believe there could be an outside infulence on the phone not working so it could be worth a try0
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update... the 4th phone orange have sent me is also faulty. sim errors AND the camera does not work.
i despair at the shoddy service i'm getting.
Ask for a replacement handset or the retail equivalent so you can buy your own sim free.
The phones clearly have faults and are not fit for purpose.
Have you been noting the IMEI numbers of the phones you send them and receive? It's a good way to track a phone as it's a unique identifier0 -
no i haven't. silly i know... but i didn't think i'd have to.0
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I switched from Orange to Vodafone after more than 10 yrs business use because they were inept. My wife has had two Sony Ericsson W380i phones in the past year and both have gone wrong. Orange has no concept of customer service. If all else fails, e-mail orange's CEO direct - use Google to find a link to a a website that lists CEO e-mail addresses. Sorry, I can't put it in this reply!0
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andrewhiggs you have a private message...0
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