Not happy with replacement phone offered by orange

XHO1

I went for the bb 9700 bold (the top spec blackberry) on my orange contract. However, the software was faulty and as a result i had problems with the screen and keypad. The phone was replaced, yet this fault continued. The third phone also has the same fault but to the extent where the phone is unusable.

Orange offered me the HTC touch and the bb curve as replacements. Unlike 'Ed900', these phones are of lower spec than the bb bold. In fact, if i had choosen either of these phones in the first place my contract would be between £5 to £7.50 cheaper per month.

I am waiting on the replacement team to make a decision on whether they will replace my bb bold with the HTC desire (which is of similar spec and are the same price when new). If anyone has any advice it would be most welcome. Otherwise I will let you know when I know.

XHO1

Hi all,

I've actually had some success with this issue.

Here is the key:

• Speak to a customer services adviser
• If they are unable to help you, ask to speak to their Team manager
• If they are unable to help you, ask to speak to an Operations manager
• If they are unable to help you, ask to be put through to the executive office - these are the ppl that are able to make decisions!
• You must follow this chain of procedure or the executive office will not deal with you directly!

If you have spoken to an operations manager but they are unwilling for some reason to put you through to the exec office, you can e-mail them (executive.office@orange-ftgroup.com) or phone them (0870 8700 862). However, they will not help you unless you have followed the procedure and have still not found satisfaction with your issue.

If you have followed the correct procedure, which doesn't take too much time, and the exec office team member is unwiiliing to help ask to speak to their manager.

If all else fails, and you believe you are being unfairly treated, write a full complaints letter detailing everything and send it to the Correspondence Department, PO Box, Patchway, Bristol, BS32 4BQ. Give them a date (10-14 days) to reply to you by.

Make sure they know you know about the Supply of Goods and Services Act (1982), which states the goods must be of satisfactory quality and are durable, that they must replace the goods for a like for like good and if they are unable to then you are permitted to be released from your contract without penalty. Tell them that you will contact their Omsbudman (regulator), which is either otelo or cisas. Be sure to get a certificate of post from the post office (this is free) and ensures there can not be a lost letter situation.

Other than this keep a record of everyones name you speak to at Orange, always be calm and non-aggressive when communicating, as often it is the system they have in place rather than the person at the end of the line that is a pain.

Hope this is of use,

XHO1

Jomo

Orange told me under no circumstances could they replace a handset.

I am on my 3rd handset now (HTC Touch 3G) and Orange has resolved that it is their network at fault coupled with the handset's antenna that doesn't respond well where I work. They refuse to swap my handset for a different model.

Hmmm, conflicting information!!

Jomo

Getting locked into 18/24 month contract is scary if you consider the handset you select may or may not be good for where you want to use it.

In my case I have had network issues for nearly a year and have another 8 months to get yet Orange think that this is ok and will do absolutely nothing!

Maybe we need to introduce a 'crash test' period?

seaniboy

Jomo wrote: »

Orange told me under no circumstances could they replace a handset.

I am on my 3rd handset now (HTC Touch 3G) and Orange has resolved that it is their network at fault coupled with the handset's antenna that doesn't respond well where I work. They refuse to swap my handset for a different model.

Hmmm, conflicting information!!

Jono I had the T3G replaced today by Orange - they know there is a fault with signal on older models, the T3G was superceeded by a newer model, the T3G 110 I believe.

O tried to get me to pay £160 for replacement so politely requested & I spoke to a manager and agreed to take Orange Carea month at £6 and got the £160 waived, the £6 runs until October EVEN though I can early upgrade from the end of July ?

O did offer me early the upgrade but I refused as I use UMA on the T3G and previous handsets before (which they checked on my a/c) due to terrible O signal at home, I explained my other householders were on Orange and my old handsets went to them so they could use UMA so a handset that worked over UMA but not outside the home correctly was not a reason for me to upgrade early and keep a faulty phone & UMA handsets on payg were non-existant to buy so I cant except a early upgrade as a replacement for the T3G.

I got my replacement this week & it's all GOOD, the newer models are great, at home I even get a small signal, whereas before I got none and used UMA with my broadband.

2 replacement models means YOU are entilted to a DMR (different model replacement), Orange different model replacement is there for customers who have had two identical handsets replaced for a fault and the third model is showing the same fault/symptoms - the identical fault in all handsets or a DMR will not be authorised. The DMR does not state or exclude Orange's signal, its based on the handset and how it works in conjunction with the network, network issues with a certain handset DO NOT exclude you from DRM internal obligation/procedure.

You need to talk to a manager about Orange not fufilling its internal procedure on DMR, FAULTS done this with me before & Exec Office had to issue a replacement as a upgrade and recredit the handset cost to a/c as FAULTS were logging similar issues NOT the same so Orange/France Telecom's automation of "computer says NO" to DRM.

seaniboy

XHO1 wrote: »

it is the system they have in place rather than the person at the end of the line that is a pain.

That is so true, the Exec Office on many occassions have had to work around these systems to get me replacement handsets, billing error credits etc...over the last 4 years I have prob had £3000+ plus credited to my account to sort issues out with replacements going through as upgrades etc, no-one has the power or is scared to credit bills EVEN where they can see the billing error, Exec Office is a god send, the staff are utterly fantastic at dealing with what France Telecom done to Orange's systems - and a team that the CEO office refuse to listen to on repeated problems that crop up & up again.

Jomo

seaniboy wrote: »

Jono I had the T3G replaced today by Orange - they know there is a fault with signal on older models, the T3G was superceeded by a newer model, the T3G 110 I believe.

O tried to get me to pay £160 for replacement so politely requested & I spoke to a manager and agreed to take Orange Carea month at £6 and got the £160 waived, the £6 runs until October EVEN though I can early upgrade from the end of July ?

O did offer me early the upgrade but I refused as I use UMA on the T3G and previous handsets before (which they checked on my a/c) due to terrible O signal at home, I explained my other householders were on Orange and my old handsets went to them so they could use UMA so a handset that worked over UMA but not outside the home correctly was not a reason for me to upgrade early and keep a faulty phone & UMA handsets on payg were non-existant to buy so I cant except a early upgrade as a replacement for the T3G.

I got my replacement this week & it's all GOOD, the newer models are great, at home I even get a small signal, whereas before I got none and used UMA with my broadband.

2 replacement models means YOU are entilted to a DMR (different model replacement), Orange different model replacement is there for customers who have had two identical handsets replaced for a fault and the third model is showing the same fault/symptoms - the identical fault in all handsets or a DMR will not be authorised. The DMR does not state or exclude Orange's signal, its based on the handset and how it works in conjunction with the network, network issues with a certain handset DO NOT exclude you from DRM internal obligation/procedure.

You need to talk to a manager about Orange not fufilling its internal procedure on DMR, FAULTS done this with me before & Exec Office had to issue a replacement as a upgrade and recredit the handset cost to a/c as FAULTS were logging similar issues NOT the same so Orange/France Telecom's automation of "computer says NO" to DRM.

Well I'm happy for you but I've have been complaining for nearly a year and have been told a resounding NO!!

I've written to complain but I'm not getting my hopes up. I'll just have to sit back and when the time comes...wave goodbye. And in the meantime...deter everyone I know from signing up with them!

freakyhello

Jomo wrote: »

Well I'm happy for you but I've have been complaining for nearly a year and have been told a resounding NO!!

I've written to complain but I'm not getting my hopes up. I'll just have to sit back and when the time comes...wave goodbye. And in the meantime...deter everyone I know from signing up with them!

what was the outcome guys? i;m having similar problems

Jomo

freakyhello wrote: »

what was the outcome guys? i;m having similar problems

Hi,

I wrote a letter over a week ago and haven't heard back so today I have emailed [EMAIL="'executive.office@orange.co.uk'"]'executive.office@orange.co.uk'[/EMAIL] as a last resort.

Hopefully this time I will hear something.

If that fails then I might have to take my chances and stop payment.

drbesty

Dont stop payment, Orange will eventually pass the debt onto a debt collector who wont give two hoots about your signal worries, he'll just want your cash