Orange phones and mobile express

ellie105

Last year in April I purchased an Arena LG Phone from Mobile Express. The contract stated on the internet 700 minutes under the Racoon 24 plan. Orange sent me the statement after a few weeks they stated 600 minutes for this plan. I called them and told them on the contract sent by Mobile Express stated 700 and on the internet it stated 700 mins. They told me there is no such plan available. The phone was causing many problems with freezing up and dropping calls. I told them that the contract is void as Mobile Express quoted the wrong amount of minutes. Orange said it was nothing to do with them and to contact the supplier of the phone. I sent several letters to both companies but got no joy. Both would not release me from the contract (unfortunately 24 months). Eventually they added the 100 minutes to my plan. I felt it unfair as Mobile Express got away with misleading information.

I find Orange staff very rude and unhelpful, most of the time it is not possible to understand the language from the Indian callcentre. They never care less if you stay with them or not and tell you if you leave, you will have to pay up the full contract. They all say different things to you and it drives me mad to have to deal with this company.

As I had so many problems with my phone, one member of staff said to do a reset and if it never worked they would send another phone. I tried the reset and the next day called back as the problem never resolved. The call ended up with the callcentre in India. It was hard for the guy to understand the problem, he then said I could not get a new handset unless I paid £80.00!!! I then gave up and said ok I will pay this, he then put me back to the English Callcentre and promised that he would explain it all to the other member of staff before transferring me. The next advisor said "I understand you want a pay as you go phone" He was not advised at all about what was discussed previously and he just thought I wanted to purchase a pay as you go phone. I told him the phone I wanted and he was charging me hundreds for it and no way would it be £80.00.

They have said I can get a new phone in January but that would be staying with them another 24 months, they must be joking, I will wait for April and go back to T Mobile where I had no problems at all. Sad to hear though T Mobile has taken over Orange, so I hope Orange standards will go up and not pull the standards of T Mobile down. Hopefully Orange will take a lesson out of T Mobile's book and the staff will be sorted out to give excellent customer service.

DCFC79

Why would you pay £80 for a new phone, if its faulty its faulty so ask for a replacement, i had a faulty once on orange and called them and said the phones faulty could i have a replacement and it was no trouble,

drbesty

You got the contract from a third party retailer and the information you were given by that third party has nothing to do with Orange. Also the handset does not form part of your contract, the contract is an airtime agreement, LG offer a 24 month warranty on its handsets, you could have got a fault code from Orange then returned it to LG for repair or replacement free of charge

drbesty

DCFC79 wrote: »

Why would you pay £80 for a new phone, if its faulty its faulty so ask for a replacement, i had a faulty once on orange and called them and said the phones faulty could i have a replacement and it was no trouble,

It'll be replaced free of charge if its under 6 months old and only if its an Orange branded handset, after 6 months a replacement is either £80 or £170 depending on the handset

DCFC79

drbesty wrote: »

It'll be replaced free of charge if its under 6 months old and only if its an Orange branded handset, after 6 months a replacement is either £80 or £170 depending on the handset

ah yes i get it, mine cant remember how long id had the phone when it went faulty but i think i had insurance