Orange Upgrade Problem / Complaint - advice?

NotJustAny...

I've been an Orange customer since I was 18, had my contract with them for eight years now.

As my current contract was coming to an end, I upgraded via the Carphone Warhouse to an iPhone 3GS on a 24 month, 75m / 125 text package, £189 for the phone.

Got a letter from Orange today telling me I'd signed up for a 24 month £75.00 / month package. Somewhat shocked, to say the least. Checked with Carphone Warehouse - they say the info they sent was correct (and they have re-sent it again today to Orange.)

Orange are telling me there's nothing they can do except put notes on my account. It looks as if some bright spark at Orange misread 75 minutes for 75 pounds.

They (apparently) can't check the original upgrade info that CW sent through to see if it is a £25.00 contract - unbelievably, the accountable department can't contacted by phone. Supposedly.

Instead they have to wait until the re-send comes through and 'hopefully' I'll get moved onto the right contract before my first bill.

Is there anything else I can do? This upgrade has been hassle from start to not-yet-finished (but that's another story) and Orange are basically holding up their hands and saying 'yes, it's probably our fault, but we're not going to do anything.'

Wish I hadn't signed up for a 24 month contract now. I won't be staying with them when it's up.

Any help / advice on anything else I can do to try and get onto the right contract - the one I signed up for! - would be very much appreciated.

Jon_01

Orange (or any other network) can't change a contract until the company that originated tells them it's wrong.

It could be down to poor handwriting or a really rubbish fax of the paperwork (I've seen some unreadable faxs from dealers).

You should get on to the billing dept at Orange and tell them the problem and ask that they put a hold on any payments until the problems sorted. . .

Orange_Company_Representative

Hi NotJustAny...

I work for Orange and may be able to help. If you can drop me a mail to the address on my profile page, I'll have a look at this for you. So I can pick up your mail quickly, please add 'Andy Orange Response' in the first line.

Please also include the reference ORT1009 and your username from this site, as without them, I will not be able to pick the case up.

Hope this helps

Andy
Orange Response Team

bingy_burge

Orange_Company_Representative wrote: »

Hi NotJustAny...

I work for Orange and may be able to help. If you can drop me a mail to the address on my profile page, I'll have a look at this for you. So I can pick up your mail quickly, please add 'Andy Orange Response' in the first line.

Please also include the reference ORT1009 and your username from this site, as without them, I will not be able to pick the case up.

Hope this helps

Andy
Orange Response Team

Sorry to hijack the thread slightly but>

Andy are you able to explain why orange feel they are exempt from from consumer laws in the England?

In particular selling phones that aren't 'fit for purpose' and then referring you to the manufacturer as after 7 days orange have wiped their hands of any problems with handsets.

I have two orange contracts

NotJustAny...

Thank you, Andy. I have emailed you. Hope you can help.

bairn7

bingy_burge wrote: »

Sorry to hijack the thread slightly but>

Andy are you able to explain why orange feel they are exempt from from consumer laws in the England?

In particular selling phones that aren't 'fit for purpose' and then referring you to the manufacturer as after 7 days orange have wiped their hands of any problems with handsets.

I have two orange contracts

Are you seriously expecting a response or just having a moan!?

bingy_burge

No wanted to see if they would respond but like most orange staff they avoid dealing with people.

They no longer seem to care about customers.

I took a contract out over the phone and I was told it 18 mths and the dealer the other did 24 instead.

Orange wouldn't do anything.

Next time upgrade direct and don't use intek and cpw as they are bandits.

Jon_01

Do you have any paperwork stating 18 months ?

Also, it sounds like you have a complaint against the dealer rather than Orange if it's the dealer that's made the error? Orange can only set up the contract that the dealer sends through to them, if it wrong its the dealer that needs to resolve it for you...

bingy_burge

Jon_01 wrote: »

Do you have any paperwork stating 18 months ?

Also, it sounds like you have a complaint against the dealer rather than Orange if it's the dealer that's made the error? Orange can only set up the contract that the dealer sends through to them, if it wrong its the dealer that needs to resolve it for you...

Dealer wouldnt do anything! just hung up on me 6 times

I responded to an ad online for orange contract with bad credit. They rang me up and said you have been accepted but you cant have the phone you want and its dolphin 25 for 18 months thats it. They offered me an alternative phone and I said yes. Got the phone with a note about dolphn 25 but not contract length. Then rang orange at about 10 day stage and they went through direct debit and then he said 24 month! I queried it and they said we will contact the dealer. I got a call about week later and he said the dealer says they made u aware oh and now your out of 14 days you have had it!

I had problems with orange contract from cpw so I only do orange shop or direct over the phone.

malid

Can you help after discussion with worst Orange salesperson ever?

I have just spend 37 minutes on the phone (some of it on hold waiting for a answer I accept) and have been spoken to like garbage. I still can't believe it.
He was so condescending it’s unbelievable and refused for 5 minutes to put me through to a superviser (I guess he would deny ‘refused’ as he kept saying –‘do you really want to waste your time just getting the same response’). He then told me that there was no superviser available at 8.20 on a Sunday night. I queried why there was no superviser around only to be told that I wasn’t listening and that ‘not available’ meant ‘they were on a break, in a meeting or busy with other customers’.

I am now unhappy that my complaint/issue remains unresolved and I have been treated so poorly. I have never experienced this with any sort of company previously; I still can’t believe it and hope the call has been recorded as often claimed.

I have been on hold for customer services for the last 25 minutes – busy! Would appreciate someone helping me out here – what do I do next?

Cheers

Orange_Company_Representative wrote: »

Hi NotJustAny...

I work for Orange and may be able to help. If you can drop me a mail to the address on my profile page, I'll have a look at this for you. So I can pick up your mail quickly, please add 'Andy Orange Response' in the first line.

Please also include the reference ORT1009 and your username from this site, as without them, I will not be able to pick the case up.

Hope this helps

Andy
Orange Response Team

Jon_01

Malid; You'll have to put more info about your problem so the rep will knows it's an area they can help with.