Orange won't replace my Blackberry

rhysadams

I have had an Orange Blackberry Bold 2 since December of last year, and in that time I have had 3 replacements, and 2 new sim cards. After a day or so the Blackberry needs to be restarted as nobody can call me and I can't call out.

It is costing me and my business money, but Orange seem to not want to help. I have asked if I can swap for another model as the problem just doesn't get resolved.

Orange said that I need to speak to Blackberry and they keep quoting me section 14 of my terms and conditions. I thought my contract was with Orange as I purchased the phone directly with them, but still nobody wants to help me.

Can anyone offer any advice!

drbesty

If you've had three replacements and they havent sorted it then its not likely to be the handset thats causing the problem

4810510

rhysadams wrote: »

Can anyone offer any advice!

If they keep quoting the contract to you then you should quote the contract to them. Tell them you want arbitration to resolve the dispute as per the Orange T&Cs:

disputes between you and us
19.10 You may request that disputes between you and us are referred to arbitration under our Code of Practice for Consumer Affairs. We will supply a copy of our Code of Practice for Consumer Affairs to you on request.

I would also point out to them that under the sale of goods act they are legally responsible for the sale of the phone to you. The law says that if you receive a free gift with purchase the sale of goods act still applies.

rhysadams

Hi, would you say it was the network then, my colleagues are all on Orange and they don't have the same problems as me. Thanks

drbesty wrote: »

If you've had three replacements and they havent sorted it then its not likely to be the handset thats causing the problem

rhysadams

Received another Blackberry Bold 9700, today and guess what still doing the same thing! Orange customer services are talking to me like I don't know what I'm doing! The phone is fine for about an hour and then comes up SOS. My colleagues are all on Orange and they are fine! They are telling me masts are down! What do I do, they are no help at all!

Jon_01

You had 2 new sims I see, so it 'sounds' like it maybe a problem with your network profile on the server.

You need to get them to pass it off to the network support team to check your setting on the network server and if possible purge them and do a reset. Try to get hold of a team leader in CS somewhere. Just ask for one (you'll have to explain to the CS agent why, TL won't take blind transfers). If you say the TL in a meeting or not available just tell them you'll hold until one's free, they'll find you one then (it's mess with their call stats if you're on hold too long !

SpiritDawnWolf

Jon_01 wrote: »

If you say the TL in a meeting or not available just tell them you'll hold until one's free, they'll find you one then (it's mess with their call stats if you're on hold too long !

Yeah, thanks for that.

Unfortunately if we say to a customer that a manager isn't available, it's because they really aren't available. Waiting online does mess with our stats, but it doesn't make the manager come back from his meeting in another building any quicker - all it does is frustrate both the CSR and the customer that nothing can or will be done while staying online.

Quite rightly we cannot terminate a call (unless of abuse) but you must also realise that hanging on the line will not get you any further attention and may just frustrate the CSR (who of course would have spoken to the manager afterwards to organise your callback, and pleaded your case to them and tried their best to help you) and they would be less likely to go out of their way to do anything more than just 'standard' help.

Be nice to the CSRs, afterall, we can credit some accounts without manager authorisation if neccesary!

Sorry that I rambled, but it'll probably be me that gets the calls from the OP and if he kept me online I would just seethe away the same as he would by having to wait until a manager was available.

Also, it is normal to advise of a manager call back within 2 - 24hrs...this is so that we can get all your details together and approach the manager with full evidence of why we, the CSR, feel it should be escalated.

Of course if you hang online, this cannot be done as we cannot dial other departments for too long with you on hold.

So rather than hanging on the call, ask for a manager callback, but PLEASE be nice to the CSR, chances are you have never spoken to them before and they shouldn't take the brunt of other CSR or Orange policy failings.

SDW

Orange_Company_Representative

Hi rhysadams,

I work for Orange and may be able to help. If you can drop me a mail to the email address in my profile, 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 ORT1015, your username from this site and some account details, as without them, I will not be able to pick the case up.

Hope this helps

Andy
Orange Response Team

drbesty

Have you tried sticking it in 2g mode? There seems to be alot of problems with the 9700 and the 3g network at the moment