Help dealing with orange

guycross

I know about the petition, and that’s great – but I need some practical help.

For ages I have been struggling along with a Nokia 5800 with, what I thought was, a bad battery.
Last week I called orange and they sent me out a new battery. The problem continued, and after fault-finding over the phone Orange decided to send me out a replacement handset.

My original delivery was scheduled for 6-10pm Monday night – it didn’t arrive.
A new delivery was scheduled for the following day without my knowledge so I was at work for when it came out.
Another delivery was scheduled today, to my work address (a hospital) and the courier claims my phone wasn’t in the post-room for them to collect – when the post-room have confirmed to orange (I gave the phone to the postie) it was there – the courier had specific instructions to get to the post-room.

Now orange wont replace my handset without the courier doing a review into the courier – leaving me without a working handset!

What should I do, I have already emailed [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL] outlining the situation.

nssrac

I like you have been plagued by Orange and delivery dates over the past few days. This on top of other factors including rudeness, unhelpfulness and conflicting answers. I have become extremely frustrated and hence initiated the petition. I'm curious as to just how important we are to Orange as their customers and was hoping that the petition would stimulate some action on all fronts. If you are as frustrated as me then we are indeed kindred spirits. This sort of treatment in a recession and competetive market beggars belief. I hope you are successful as I can see no other way forward. I have posted my comments on all the review sites but in the case of Orange we must all be like lemmings to them on this occasion.
Regards
Tony

OneADay

Not exactly a fault of Orange - you give the courier a goal post and then you move it. I mean you would hate to be the courier running around trying to pick up a phone at a hospital.

Just phone the courier and arrange a perfect location and time, i.e. hold them to it this time - things do go wrong with deliveries but its not always the courier at fault. And if its a work place, its best to hand the phone over in person or leave at a reception (not a post room).

nssrac

I don't think you would be so happy if you took a day off to be at home for a scheduled delivery and then find out at 6 pm in the evening that the iPhone wasn't even in stock in the first place. I was informed that 100 people were in this boat yesterday or something similar. That implies that Orange took £4500+ from people and then stated that it would take up to 15 days if they wished to get their money back to go elsewhere. I agree with you about delivery systems but at the present time there appears an upsurge in concerns over Orange Online Customer Service and I believe that that is where the main fault and frustrations appear to be leveled. .

Bottom line 2 days pay and £450 in Oranges pocket for a few more days than necessary. Possibly in a percentage of 100 customers. I think you would agree this is not good customer service. Reading other current comments this is just one incident of many which can be met with rudeness, unhelpfulness, conflicting answers and pure frustration. Oh yes, when I queried why they didn't email, text or contact their customers I was told it had been decided by sales that it would take too much time!

Jon_01

Sounds like the problem is the courier not Orange.
Having had a mate work for for a while I can tell you that at this time of year they won't take time looking for depts within an organisation, they have far too many drops to do.
The best bet is to leave anything at the front desk and make sure that whoever covers it knows it there and lets anyone else know.

nssrac

Jon_01 wrote: »

Sounds like the problem is the courier not Orange.
Having had a mate work for for a while I can tell you that at this time of year they won't take time looking for depts within an organisation, they have far too many drops to do.
The best bet is to leave anything at the front desk and make sure that whoever covers it knows it there and lets anyone else know.

The problem is that Orange use a courier called DPD and they have automated phone lines (like a lot of companies these days) Therefore you are faced with a lack of flexibility in rearranging deliveries (They also have terrible reviews currently). If you compound this with Oranges' apparent current level of performance you can see why the lines get blurred and the frustrations grow. You just have to experience the current trend to understand the frustrations. Nothing is ever as simple as it sounds.

Please read the first post carefully, it was scheduled for delivery between 6 and 10 pm. It did not arrive. DPD will automatically deliver the following day without notifying you, this is not made absolutely clear anywhere. It is only when you research the problem that you find this out.

guycross

I gave Orange specific intructions on how to find the Post Room - where they were briefed to phone me.

The post room have a pack of choocy hob nobs because they have been excellent, even speaking to Orange on my behalf.

You would think a courier working the local area would know the post room / goods inward point for a huge hospital