Help battle Orange's terrible customer service

Jon_01

There is a line of complain, if you want to call it that.
If the agent can't help, they should pass you to their supervisor (or SCA in Orange's case).

If they can't help you should go to their team leader.

If that's no help there's a manager for a number of teams and that's doesn't get you any where there's the call centre manager.

If all that fails there's the Exec office.

Guys_Dad

This is really odd. I have 2 personal contracts - 1 with Vodafone and the other with Orange, having been with Orange for years. I also was responsible till last month for over 110 phones for the company all on Vodafone now, but had been on Orange, T-Mobile and O2 (changed because of financial deal, not service).

Of the networks, I have to say that my experience with Orange has been first class, whereas O2 and Vodafone customer services were not as good.

The forum has horror stories about all networks and often it comes down to who you deal with at CS and how you personally deal with them.

Clearly you have got a pretty poor handset with the SE model you have and I can see no financial reason for Orange to keep incurring costs in sending you out another lemon when they can get their money back from SE.

I am disappointed that there is no visibility from an Orange rep on the forum and would suggest that you keep on at the chief exec's office as no company likes continued bad publicity.

educated_lurch

Anyone got any advise from me as am having MASSIVE problems with Orange and CarphoneWarehouse.
I bought a Nokia 5310 from Carphone Warehouse Online for £30 with an Orange contract end of September. I was sent a 5130 and thus returned to their store at the White Rose in Leeds as theyd instructed me to do.Handset wasnt used and nor was the SIM. I then get a direct debit come out from Orange for £17.14 so im furious and email Orange who advised me to ring them.I them ring ring them and they fob me off to Carphone Warehouse. Ive been yo yo ing between the 2 now for 3 months and still not got anywhere. Orange have set their collections department on me saying i owe them money. Ive wrote to their complaints dept but been fobbed off again saying CPW need to sort this out. CPW say they are sending me a cheque but that was about 6 weeks ago. However I dont want to buy the contract out as far as im concerned there was NEVER a contract and i returned the phone the next day as i was sent the wrong one. Orange have now registered adverse credit data against me and im pulling my hair out . HELP. Could i do Orange for theft as they took a direct debit payment out when i had no phone or contract. ??

drbesty

Orange won't have been aware you had no phone or contract, if a direct debit was setup then they'll have processed it as instructed, if the CPW sent you the wrong handset then its down to them to sort it out