Orange - Praise

CSA_Debt_Bod

On Friday my son's mobile phone stopped working. It was bought just before Christmas so we took it back to the Orange shop where we bought it, even though we couldn't find the receipt, hoping for it to be repaired. The assistant told us we needed to ring Orange and they would diagnose the fault over the phone and take it from there. "Hmm", I thought, "what a cop-out, obviously they're going to say it's been damaged in some way and refuse to repair it - and anyway we bought it from the shop, not over the phone, so why can't they deal with it?"

When we rang Orange the next day, after going through a few questions, the man told us the phone would be replaced as it was less than six months old and a courier would come to collect it a few days later and bring a new one. We were amazed by this - but not as amazed and surprised as we were the next morning (Sunday!) at 9am when the courier turned up with a brand new phone!

So well done Orange for your fantastic customer service. :T

fleagle21

Totally agree with you there, I've never had any cause for complaint - the camera broke on my phone, and next day they were on the doorstep with a new one for me.

Also, I had issues with network coverage when my husband went away for a few months - we get free calls orange to orange via magic number, but his phone wouldnt pick up signal where he was, so orange said they'd give me 1000 free minutes per month to phone him on a pay as you go vodafone!
Fab customer service, wouldnt take a phone with anyone else now

Timalay

Brilliant, you've just put my mind at rest seeing as a phone I broght from orange just before Christmas also has broken.

Also a small question, do I have to return it with christmas freebies I got or no?

thursdaynext

Whatt??? How did you manage that?

When my phone broke in mid July (6 weeks after getting it via an upgrade), it took me until NOVEMBER to get a new phone out of them. They kept telling me that they would only replace for 28 days, after that then if I didn't have insurance then there was nothing they could do.

Out of all the things they told me, my favourite was when I cited the Sale of Goods Act & was told that 'that only applies to things like white goods'.

Four times they sent it away & three times sent it back telling me it was fixed... It was a fairly fundamental fault, in that if I used the phone for 30 seconds it switched itself off.

Only one of the 8 or so people I spoke to was actually rude to me, so I suppose that was a positive... The rest just kept blaming me for not having insurance.

So I am very jealous of your experience!

Timalay

Well I was told at the time of purchasing my pay as you go Orange phone from Orange that it came with 2 years warrenty (the first 6 months with Orange, and the last 18 months with Nokia).

Pound

Well done OP. Enjoy your new refurbished phone and be sure to post in the thread below and let us know how many faulty replacement phones Orange have sent you before you get one that works for more than a week:

http://forums.moneysavingexpert.com/showthread.html?t=2281083

epatolles

lol ooo angsty!! orange have helped me with my phone loads of times... from things like the back cover's stickers fell off after 2 days... i said ykno its a new phone and im not picking them off or anything! so sent me a new one! also the software is a bit dodgy on the phone! they offered replacement (was actually the phone i was thinking of getting when i got mine...) but i love my phone so they help me reset it every couple of months when things go dodgy!

they have always been lovely to me... probably because i'm nice to them on the phone! have only spoken to 1 person who i'd deem HORRIBLE and they werent from the north east call centre... everyone else was and everyone else has been brilliant!

Timalay

UPDATE: I have just gotten off the phone with Orange and after about 10 mins of repeating things I have already said about three times (Don't you just love Indian call centres ), they are going to send me replacement phone tommorow Morning.
Soo we will wait and see how it goes

Timalay

It has not yet arrived (after them telling me it would be with me Saturday ) I called them yesturday, and they told me it would be with today the latest.

Come today and i've still got no phone. I called them yet again (three times now in total) and they said they will resend another phone for tommorow.

If nothing turns up tommrow, what advice would guys give me?

reehsetin

CSA_Debt_Bod wrote: »

we bought it from the shop, not over the phone, so why can't they deal with it?"

until recently faulty handsets were sent away in store now the process is over the phone which is a big improvement

reehsetin

Timalay wrote: »

It has not yet arrived (after them telling me it would be with me Saturday ) I called them yesturday, and they told me it would be with today the latest.

Come today and i've still got no phone. I called them yet again (three times now in total) and they said they will resend another phone for tommorow.

If nothing turns up tommrow, what advice would guys give me?

had the same problem when my handset was faulty, only advice I can give is after you've booked the replacement call them back and check with another CSR that the booking is on the system and that the details are correct