Compensation from orange

SarahMoon

dippydan wrote: »

Nothing on the website about bank holiday deliveries when I ordered Anihilator no need to be rude!

The email clearly said delivery today between 9 & 5:30pm i'm just really disappointed I think I will take your mates advice sarahmoon, they had my mobile number and didn't even call which would have been better i could have worked today instead of tonights shift! they have sent me another email at 5:30 saying my item has been shipped and will be with be on the 29th Dec between 9 - 5:30pm!! i think there must be a problem their end!

thank you for speaking to you mate for me sarahmoon, much appreciated!

No worries, You actually don't exist to DPD until 17:30 on the day your order is picked up when the tracking gets a vague entry called "Customer Data received" and they are in their time frame for delivery. If you are still adimant you are right then just reject the phone (Sending it back to them not with DPD as DPD will just reattempt delivery) amd go Vodafone et al

lufcgirl

I work for Orange in Upgrades so I know exactly whats going on.

Delivery is never guaranteed, and our system comes up with an expected delivery date but because of the backlog over depots being closed because of snow and also the bank holidays it's never guaranteed. Saying that must of our customers get their phone on time.

It's just one of those things, it's not a contract of sale either, it's an expected delivery date. If we'd gave a completely wrong talk plan or phone, then yes it is breaking it. You also get a text from the courier on the morning of delivery to advise it'll be out that day.

Jesus it's only a phone, people get so worked up over it!

SarahMoon

lufcgirl wrote: »

I work for Orange in Upgrades so I know exactly whats going on.

Delivery is never guaranteed, and our system comes up with an expected delivery date but because of the backlog over depots being closed because of snow and also the bank holidays it's never guaranteed. Saying that must of our customers get their phone on time.

It's just one of those things, it's not a contract of sale either, it's an expected delivery date. If we'd gave a completely wrong talk plan or phone, then yes it is breaking it. You also get a text from the courier on the morning of delivery to advise it'll be out that day.

Jesus it's only a phone, people get so worked up over it!

I agree!
Orange generally have one depot servicing the whole country operated by K&G in Banbury who service new contracts, upgrades (Which are dispatched using DPD) and replacement handsets for orange care and the orange 24 hour equipment replacement service (Using UKMail). Orange also operate Romeo Distribution centres across for the retail arm and for some replacement handsets for orange care and the orange 24 hour equipment replacement service.

But after all we are moving into a compensation culture

kate83

I'm having problems with DPD at the moment.
My parcel was sent on 18th dec for next day delivery - finally got an email yesterday saying it was on van and they'd deliver between 8 and 12 and it never came. Got another email this morning saying the same and it's not turned up again.
I know christmas and the weather have delayed things a bit but why email to tell me it's on it's way when it's not

mark55man

lufcgirl wrote: »

..snip
Jesus it's only a phone, people get so worked up over it!

sorry lufcgirl - that's not an attitude I find helpful (and sorry OP for going off track)

possibly similar attitudes from your colleagues explain why I am not going to renew my orange phone - or that of DD1 and DS1 despite being a customer for about 10 years

it just seems that orange is now so wrapped up in its image its forgotten to note what people actually expect - and next day delivery to me means next day delivery UNLESS EXPLICITLY NOTIFIED otherwise why mention it

so hints - if you sell someone a phone that breaks within 12 months try being helpful and not dumping the problem. if a long term customer needs a deal for renewal try giving them a deal that isn't worse than a newbie of the street

(PS glad to see leeds are top of the league - but not Orange)

lufcgirl

mark88man wrote: »

sorry lufcgirl - that's not an attitude I find helpful (and sorry OP for going off track)

possibly similar attitudes from your colleagues explain why I am not going to renew my orange phone - or that of DD1 and DS1 despite being a customer for about 10 years

it just seems that orange is now so wrapped up in its image its forgotten to note what people actually expect - and next day delivery to me means next day delivery UNLESS EXPLICITLY NOTIFIED otherwise why mention it

so hints - if you sell someone a phone that breaks within 12 months try being helpful and not dumping the problem. if a long term customer needs a deal for renewal try giving them a deal that isn't worse than a newbie of the street

(PS glad to see leeds are top of the league - but not Orange)

I completely agree and up until December 22nd I advised every customer that delivery was next day. After that of course all the weather problems and public holidays have meant that sometimes it is out of Orange's control and so I advised that delivery should be on the specified date and could not be guaranteed. Oh and I make every effort to make sure a customer gets what they want on an upgrade, I hear people sitting around me who don't give people the best deal to make themselves money and I have a consience, I would never do that.


If we (as Orange) sell a customer a phone, Orange do not make the phone. Therefore for the first six months we give a goodwill warranty, after that if you do not have Orange Care then we would refer you to the manufacturer (most of which have a 24 month warranty now). If we were to just repair every customers phone regardless of how far they were into the contract, it would render the part of Orange Care which covers phone faults useless. So people would be paying it with no need to and a line needs to be drawn somewhere.

Final point is that every effort will have been made to ensure the customers phone is delivered next day and on time, hence us not giving a specific time for delivery because we don't know. Once the order is created it is then all system generated, and systems can unfortunately break as well as outside factors. Things do go wrong and people need to accept that.

mark55man

so you are telling me Orange will do what it is legally required to do wrt faulty goods under sale of goods act, but no more? you don't have to fix them, but you need to offer something other than £70 standard fee - or £5 a month insurance

sorry - I can tell you care about the customers and about orange and I appreciate that - but to me - its not about what you expect the customers to accept its about meetings reasonable customers expectations - and I am reasonable. even if the situation is extreme - eg weather, then that's just when we expect your communication to be best

so I am sure the others are the same or maybe even worse, but just like jobs there's always another one, and if I have to change again - well its all the same to me

what is the cost to orange of a single customer churn - well into 3 figures I should guess - that's what tells me you need to do a bit more

over and out - once again sorry OP - and thanks for the insight lufcgirl