Orange refusing to replace Sim

midge61

Hi all

my daughter had a new phone for her birthday in Feb and we have had loads of problems. She is PAYG with Orange.

Have had to get the handset replaced twice so far and the last time was a nightmare with customer services. The guy actually lied to me and told me new hand set would be sent two days later and I sat in and when it didn't arrive phoned them only to be told that one handn't been ordered only a sim! Anyway complained and finally got handset.

Now her phone has got locked and when we phoned to get it unlocked they said she needed new sim. As the dipstick before had sent one instead of hand set we used that one and got all her numbers transferred. The dam thing doesn't work so phoned again and they said wait 24hrs so we did.............still don't work. Phoned again and they say she has used her phone and it working fine so no more sim cards............. that is another blatant lie from them and she hasn't been able to use phone since Sat.

I am so sick of ringing them and being lied to. If she didn't have a load of credit I would go to another provider. How on earth do I get them to believe that the sim they sent us doesn't work and get them to send another?

Silk

midge61 wrote: »

I am so sick of ringing them and being lied to. If she didn't have a load of credit I would go to another provider. How on earth do I get them to believe that the sim they sent us doesn't work and get them to send another?

Hi Midge,
How about taking the phone and sim into a shop and showing a manager it doesn't work ???

Jai.

Definitely take it into an Orange shop, and tell them the problems that you've had with customer services.

midge61

Thanks for replys

We been into shop and they said we have to phone customer services which we did and they say that she has been using her phone ( which she can't as it's locked!) so they won't do anything!

The shop know the problems as I phoned from there couple of weeks ago to get new handset and they couldn't believe what I was being told and that it took 40mins to get anywhere!

Silk

Still looks like going back to the shop ..esp if they can't understand it either and get them to sort it out

midge61

Will try it again tomorrow but what I really object to is being lied to by their staff and then made out to be a liar myself.

Jon_01

They'll be saying the phone being used as they can see the IMEI logged every time its used.

By the sound of it they have the wrong IMIE logged as your phone. If you open it up, under the battery it'll have the IMEI number (The long one). Make a note and ask them what they think it should be, then tell them what it really is and get the shop staff to confirm it. Once they have the right IMEI they can confirm that it's not being used. . .

Orange_Company_Representative

Hi midge61

I work for Orange and may be able to help. If you can drop me a mail to the email 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 ORT1014 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

midge61

Hi
Thanks Andy.
We went into another Orange shop yesterday and they called for us and after another 25min call and no one at cs seeming to know what was going on they finally agreed to send another sim. Got it today and now have a happy 14yr old again.

Thanks all