Fed up with Orange!

Pound

I think Orange must be the worst network. I've never went through them directly for the phone but I found there customer service to be frequently awful. It doesn't surprise me that they can't get a faulty phone replaced properly.

clb776

I quite like orange too, and my price plan is great, would just be nice if i could use it for more than a month!!!

I missed the delivery today, although unsure how as I was in all day almost glued to the window to look out for them!! I called up and spoke to a lovely man who re delivered for free and also refunded me the cost I paid for the charger onto my next bill which I thought was really nice! Apparently the phones are sent out straight from nokia which I cannot understand as they have orange software on them? Is this true?

They will not give me a brand new phone! I hope this one works, but if it doesnt I will be demanding a new phone and if not, take a replacement, sell it and then buy a payg phone and save the £6 month on insurance!

drbesty

If this one goes wrong I'd ask if you are entitled to a different model

clb776

right, so got a replacement last night at 7pm....SUPRISE SUPRISE!!! its faulty AGAIN!!!!!!!!!!!!!!!!!!!!!!!! getting so fed up, no new handset...can get different model...all offered are touch screens which I cannot use (can't do it!). (offered samsung omnia, jet and lg gt505)

Spoke to really helpful lady who is ringing me back later because she is going to try for different models that are not touch screens, so have to wait and see what they come up with!!!

TBH this is getting ridiculous!

Still wont give me a brand new handset of my phone!! dates of replacements have been:

7th Aug 09
10th Aug 09
12th Nov 09
15th Nov 09
1st Dec 09
4th Dec 09
17th Feb 10
and now obviously today too!!!

Notice how the second one they send me after first 'replacement' always lasts that little bit longer!!!

booo!!!

I feel really sorry for the people I talk to, plus I am getting fed up of having to explain everything over and over again!!!

clb776

they were gonna ring me about 8...its nine now....great!! xx

drbesty

Are you loading any data back onto these replacement handsets?

I'm suprised they aint offering a brand new if they are willing to offer a different model

mrsands

My hubby had a similar problem re the replacements sent after the original one was found to be faulty. All turned out to have faults too. If I remember correct when I called to complain re handset no 4 I was told that they actually send you out a reconditioned ( in otherwords repaired phone) when you get a replacement for a faulty one ( hence the take off the back and take out the battery that they ask you to do when you send it back). It was only at that point and after requesting that he be given a BRAND NEW phone that he got one that actually worked for longer than a couple of months.

BTW he also had problems with his charger too ( we bought a new one thinking it was out fault but that ended up being faulty too!!)

clb776

what do you mean data?? all the problems have been quite different for it to be me putting something on it thats causing this.

my phone is discountinued now, so just have to put up with it i guess. they are trying to get me a different handset, but guess will just have to wait and see whats going on.

flexrider

if your unhappy with orange have a read of this(from orange code of pratice and customer complaints website)

if you read up on what they say you could find a few pointers to rant and rave to them to get the sitution sorted out

hope that helps

http://www.orange.co.uk/terms/20298.htm?linkfrom=%3C!--linkfromvariable--%3E&link=link_1&article=termsofusenav


Orange Internet code of practice

1. our code of practice

Our customers are an important part of our business, and making sure you’re happy with our services is at the heart of everything we do. So we’ve put this code of practice together to make sure you have the latest information on our products, services and customer-care policies, including how to contact us if you have any questions.

We’ll follow this code of practice to make sure that we:
• act fairly and reasonably when in contact with you
• help you to understand how our products and services work
• deal with any complaints quickly and fairly
• make sure that all our products and services keep to relevant laws and regulations
• make copies of this code available on our website and in writing (including in large print, on audio tape and in Braille)
• train all our staff and contact centre agents to follow this code at all times
2. who we are

We are an internet service provider and we’re part of the France Telecom group.
Orange Home UK Limited is a company registered in England and Wales (company number 3014367). The registered office is:
St James Court
Great Park Road
Almondsbury Park
Bradley Stoke
Bristol
BS32 4QJ
In this document, the term ‘we’ refers to either Orange Home UK Limited or Orange Personal Communications Services Limited, depending on who we’re talking about.
3. approval and review

This code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's website at ofcom.org.uk
4. how to get a copy

You can also order a copy by calling 0844 873 8586 between 7am and 11pm, any day of the week. (Calls will cost 5p a minute from a BT landline, Orange Home phone or your second phone line if you have one. Charges from other networks may be different and calls might be recorded)

Our code is also available in large print, audio and Braille formats.
5. our offer - how to order our services

We offer a wide range of great value packages:

• Dial-up Pay As You Go: No monthly fee, you simply pay local call rates for your time online as charged by your existing phone supplier. Click here to find out more: orange.co.uk/time/dialup

clb776

thanks but that is for the internet...i guess it would be the same kinda thing tho, its just really annoying, i'm getting really fed up by it now! complaining doesnt seem to do much, i have done it alot the last 3 times and written in and everything, nithing.