Help battle Orange's terrible customer service

Jon_01

Your better off contacting the Exec office. The CEO will never see it, it'll just get forwarded to the Exec office so you might as well save a few days and mail them direct...

Orange Executive Office
50 George Street
LONDON
W1U 7DZ

Email: executive.office@orange.co.uk

LordLee

Jon_01 wrote: »

Your better off contacting the Exec office. The CEO will never see it, it'll just get forwarded to the Exec office so you might as well save a few days and mail them direct...

Orange Executive Office
50 George Street
LONDON
W1U 7DZ

Email: [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

i sent a letter and email here. it merely got passed to a manager back in customer service. i honestly don't have the time to keep chasing them... i don't know what to do.

drbesty

Request a brand new handset, not a refurb, a manager will be able to authorize a brand new replacement

joewa

Hi i had major problems with Orange after joining them 2 months ago.All i can say is that i emailed the CEO direct and after about two weeks of emails between his dept and me .I now have a new phone and discounted rental

babycakes80

Hiya

I've had the same problem with orange!!! I'm now on my third replacement handset.

The last conversation I had with orange was 'fine, send me a new handset, I'll sell it and use the money to pay off the contract'... the response from my orange customer services representative???

'well, I didn't want to say that in so many words, but the thought was in my head' !!!!!!!!!!!!!!!!!!!!!

I've a mind to just cancel my direct debit personally, but then I'd rather do it a different way if I can!!!

My contract will cost approximately £220 to buy out, and my refurbished handset is worth a maximum of £80!

Orange really do have their customers over a barrell! :mad:

jarr

Is there any website where we could start a petition to raise awareness?

nssrac

Orange online shop and customer service (different company to the shops!) I have been with Orange for a very long time and watched the network coverage improve and the online customer service level decrease to an almost non existent (rude and unhelpful) level. You cannot (and are told quite catagorically) speak to any line managers. If you are faced with any problem it is the help desk or nothing. With phones costing anything up to £600 or £700 pounds be very careful. They use a courier called DPD which, if you search the internet, have a notorious track record for delivery and Orange use them because they appear to be cheap. Orange online will sell you a phone and take your money even if the phone is not in stock!. If you try to get your money back, they will advise you that it can take anything up to 14 days to get it back. Their head office and regional managers if there are any, are unreachable and it appear to rely heavily on volume sales of cheaper phones to maintain its base. If you can, use an Orange shop. In my experience you will get a better service. DO NOT USE the online shop or if you do you have been warned. Ringing the listed Bristol number will just loop you back to the 'customer help desk' and letters and emails go unanswered.

If you search the Internet in general this is a company that causes major frustrations to many people. I for one would love somebody to initiate a class action against a company that appears to have little time for its customer base. Taking money without goods being in stock alone must be suspect although Orange inform me it is normal practice for most companies! This Company is so glaringly at fault that I'm surprised the resident guru hasn't taken it on board but with so many 'self serving' organisations 'at it' should we be so surprised! If you have a moment Martin........................ please(on bended knees)

nssrac

I have today set up a petition to the CEO and Senior Management team to address our problems. Hopefully they will take note and contact each of us who have raised honest concerns at the way this company has treated us. It will also point out that to get an appropriate response we need the ability to contact Senior line managers to raise concerns when the system appear to fail. My personal frustrations over the past few weeks have actually had an affect on my health and I feel that some reasonable response from Orange management may go some way to restoring my normally placid equilibrium.

Petition at petitiononline.com/relishy/petition.html you will need to put www in front
complete link not allowed by moneysavings

With kindest regards to you all and wishing us some sort of solution
TC

nssrac

jarr wrote: »

Is there any website where we could start a petition to raise awareness?

Petition started at
petitionoline.com/relishy/petition.com you need to put www in front
Kindest regards
Tony

gjchester

nssrac wrote: »

If you can, use an Orange shop. In my experience you will get a better service. DO NOT USE the online shop or if you do you have been warned.

If you do you have no rights to return it if you change your mind. At least if you buy on line you can return it under the DSR regulations.

I'm not sure what you hope to achieve by a petition, people tend to be vocal only if they are complaining (and that may be justified), Very few people take the time to thank someone if it's a job well done. Look through the boards and you'll see similar issues over all the the networks, in the majority of cases people are happy, and you will *always* get some people who are not, and they are the ones on here. (This is not a comment about anyone, just human nature)

The long and short is if you want a flashy phone on a cheap contract (and most people do), then costs need to be cut somewhere, and all too often it's customer service that suffers. Maybe people need to learn that if they want better service they should not be driven by the lowest cost.