ORANGE-No respect for loyal customers

OnTheUp_2-2

VENT VENT VENT

If poeple look back through my posts they will see I have praised Orange very much in the past. however todays episode highlights a complete lack of respect for long term customers.

About 4 months ago I tried to take a contract for my mother in time to receive the free home bb, however although the contract was taken out in time, before the offer ended the phone was not received until a couple of days after.

Suprise suprise Orange refused to honour the deal even though they had promised when i called them prior to the promtional end date. 1 hour before the end of the promotion ended they would not budge

In the end I was forced to take out the bb against my phone and put my address back as my parents as i did not want to let them down, Orange did, but I didnt. They assured me that once her phone was registered I could transfer it back into her name.

This I did and eventually it was moved into her name and details etc. A week or so later my mother called to say i had received a letter there, so i called Orange and got through to India. All the woman kept saying was "no problem no problem"

Several weeks after this my mothr called again, yet another letter to me at her address saying welcome to orange home phone etc.. no longer anything to do with me.. so call India again

This time I am told that its not a problem they will fix it and it was sent by default. I tell them it is a problem and to change it immediately. Done, or so I thought.

Last week Orange offered me a retention deal which I eventaully accepted and was told that on this monday i would receive a text to say my new Blackberry bold was on its way to me that day. On monday did not get a text.

Today i got a text saying my phone was being delivered so waited in ALL day. At about 2pm i got a phonecall from my mother to ask why she had just a package delivered to her in my name. Naturally she signed for it and took it in.

Well what a suprise. My new BB Bold.

I was so livid as its a 60 mile round trip to my parents home and I have been snowed in for a week. I ring Orange and get some jumped up little kid speaking to me like a moron. He hardly listened to a word I said and then said he would call back. 1 hour later he calls back while im at a beauty saln and proceeds to tll me that MY parents need to send it back at their own expense and they will NOT send me my phone until they receive it.

I told him he is in for a long wait and that he is not listening to me, they need to collect it. Its their mistake. He proceed to tell me "no you are not listening to me, that is what you will HAVE to do".

I said to him "Do not even dare to speak to me in that manner, I have been a customer for more than 5 years and I wont tolerate being spoken to like that" I asked to speak to a manager and he said one would call me back in 24 hours and I said I want to cancel the contract and he said " yeah well you can do that with the manager"

Another hour later and the manager calls and to cut a long story short these were her comments:

I am sorry you were spoken to like that, but what can i do
Your mum has 7 days to send phone back OR WHAT I said??? She said that i am still under the 7 day obligation etc.. how when it has not even been sent to me?????

She said they would put £7 credit on my account to send it back, that doesnt help my mother pay for it does it.. she is 30 miles away??? I am not going to drive there to give it to her otherwise might as well collect the phone!!!

I was basically told tough.

davetrousers

So are you going to leave Orange?

OnTheUp_2-2

Just called again and explained that my mother is currently off sick awaiting a knee op. She has a bad knee and requires surgery on her ankle so how on earth do they expect her to get to the post office to correct there mistake. No help whatsoever.

So guess who is now going to have to do a round trip of £60 miles in the snow and dark with two toddlers to correct Oranges mistake? Yup you guessed it me.

So i have been a cutomer for over 5 years as has my husband. i have brought them 3 new customers and have just renewed my contrcat and this is the thanks I get.

Be warned

OnTheUp_2-2

I am waiting for oh to get home to speak to him. either way, whether i leave Orange I still have to get the phone sorted it out

malkie76

Technically Orange aren't at fault for the mis-delivery as they delivered it to the address on file for you. They are however at fault for not changing the address on file when you requested it. Can't you change your account details online ? That's a better option to any issues on the phone.

Your mother is technically at fault for accepting your package - because she accepted it Orange have now delivered your phone. She should not have accepted it (or at least called you before accepting it).

It would have been returned, at which point you are able to successfully get it delivered by Orange because you haven't yet accepted their delivery.

Blackpool_Saver

Why can't she post it to you?

OnTheUp_2-2

My mum accepted "a package" she did not know she was accepting an Orange mobile phone so she is not at fault. I have had other things delivered in the past to her and for her as gifts etc so she had no reason to worry.

The only reason they had to change my address intially is because they failed to honour a verbal agreement. I did not know I could change my address online and even then i had called twice to change it and both times I was assured it was, so had no reason to be concerned?

To say that my 7 day period has begun today is just plain silly and wrong, I have just called again and been told yet another version of "their rules" and have been told I do not have to return it 7 days merely inform them that I do not wish to keep it?

ckerrd

Blackpool_Saver wrote: »

Why can't she post it to you?

"She has a bad knee and requires surgery on her ankle so how on earth do they expect her to get to the post office to correct there mistake. "

I suspect the clue is in the above

OnTheUp_2-2

If she could post it to me.. she could post it to them? She is housebound as I said above awaiting two ops. Going out in the snow is not an option and why should she.. she doesnt want to do that

I have no choice but to collect it. Like I said I am disgusted at having to do that and it leaves a pretty bitter taste in my mouth.

ckerrd

OnTheUp wrote: »

My mum accepted "a package" she did not know she was accepting an Orange mobile phone so she is not at fault. I have had other things delivered in the past to her and for her as gifts etc so she had no reason to worry.

The only reason they had to change my address intially is because they failed to honour a verbal agreement. I did not know I could change my address online and even then i had called twice to change it and both times I was assured it was, so had no reason to be concerned?

To say that my 7 day period has begun today is jsut plain sill yand wrong, i have just called again and been told yet another version of "their rules" and have been told I do not have to return it 7 days merely inform them that I do not wish to keep it?

Does this mean that you are in the 7 day cooling off period?
So you can send it back ask for your PAC and move to someone else.

malkie76

My mum accepted "a package" she did not know she was accepting an Orange mobile phone so she is not at fault.

Orange delivered to the address on file, hence not their fault. The issue does sit with someone accepting a delivery not for them, with no immediate way of getting it to the correct owner. She should have contacted you prior to accepting it to ensure this delivery was accurate, otherwise you are liable for returns.

failed to honour a verbal agreement

There's a lesson there for us all. I'd never expect any big company to do so - I only ever trust something in writing as there is legal recourse if they go back on it.