Poor customer service a reason to cancel contract?

czhey

I'm only half way through a 24month contract with orange, and would like to cancel due to their terrible customer service! I've just been having trouble with my phone (speaking to customer services), and now they haven't even bothered to reply to my email. Is this do-able? they have said i must buy my self out of the contract (about £200), all i want is a different phone but they won't let me change it- even if i pay.

Thanks.

Jon_01

Sorry, poor CS isn't a breach of contract. You've no way out using that.

How long have you waited after emailing them? I know they get thousands a days and are always running days behind. Its a quite small team (blame the management, they set the staff levels)...

toad2898

Jon_01 wrote: »

Sorry, poor CS isn't a breach of contract. You've no way out using that.

How long have you waited after emailing them? I know they get thousands a days and are always running days behind. Its a quite small team (blame the management, they set the staff levels)...

Jon 01 is correct, you've now way out altough there should be, I'm in the same situation with vodafone.

on your point about e-mail response Jon 01 - On vodafone's website is states that e-mail is the quickest way to get a resolution and there's no waiting around so I'm not sure why you're defending them not replying. If they can't offer the service they advertise, don't advertise it in the first place then, it is simply misleading people and blantant false advertising.

I'm not suprise they get 1000's of emails a day mind you

Guys_Dad

czhey wrote: »

I'm only half way through a 24month contract with orange, and would like to cancel due to their terrible customer service! I've just been having trouble with my phone (speaking to customer services), and now they haven't even bothered to reply to my email. Is this do-able? they have said i must buy my self out of the contract (about £200), all i want is a different phone but they won't let me change it- even if i pay.

Thanks.

Why is that? do you have a specific BB or Iphone contract? If not, then I can's see any problem as I regularly swap my fine selection of old Orange handsets when I feel like a change.

Jon_01

toad2898 wrote: »

Jon 01 is correct, you've now way out altough there should be, I'm in the same situation with vodafone.

on your point about e-mail response Jon 01 - On vodafone's website is states that e-mail is the quickest way to get a resolution and there's no waiting around so I'm not sure why you're defending them not replying. If they can't offer the service they advertise, don't advertise it in the first place then, it is simply misleading people and blantant false advertising.

I'm not suprise they get 1000's of emails a day mind you

I'm not trying to defend them (really I'm not!), but I used to know people on the email team and I know they were fed up being blamed for the poor response time when they used to work their butts off. But there was no way for them to ever catch up as there wasn't any where near enough of them for the number of emails that come in.
No matter how many time they requested more staff they were ignored. The feeling was that as they didn't bring in any revenue they were the bottom of the heap.

I can see it only getting worse now the Everything Everywhere merger has gone through and whole depts are being 'let go'. . .

d123

czhey wrote: »

all i want is a different phone but they won't let me change it- even if i pay.

Thanks.

so what's stopping you? You can't be expecting another subsidised handset (that is why you have a contract, to repay your original subsidy), you can buy any Orange PAYG handset and simply put your contract sim in.

If the handset you want is not on PAYG then try somewhere like CarPhoneWarehouse who will sell you an unsubsidised sim-free handset or if an iPhone, direct from any Apple store.

czhey

Jon_01 wrote: »

I'm not trying to defend them (really I'm not!), but I used to know people on the email team and I know they were fed up being blamed for the poor response time when they used to work their butts off. But there was no way for them to ever catch up as there wasn't any where near enough of them for the number of emails that come in.
No matter how many time they requested more staff they were ignored. The feeling was that as they didn't bring in any revenue they were the bottom of the heap.

I can see it only getting worse now the Everything Everywhere merger has gone through and whole depts are being 'let go'. . .

To be fair its rare you get a rude person on the end of the phone, the management is certainly to blame! I am always polite to individuals if they are to me!

Guys dad- I don't think I do. I get 'blackberry services' free i think (email/internet). I have asked several times for a different phone, think i've had 3 or 4 replacements under orange care/warranty now- and was told when i got the last one they may offer me a new phone. But they keep saying no. Its very annoying that i cannot back my contacts onto my computer (mac) so every time i need a new phone i lose all my information...

Jon and Toad- thanks, its only been a couple of days since i sent an email. I think these companies should be forced to put a get out claus in the contracts if the customer service is not good enough! I think they might try and look after their customers then!

C

czhey

d123 wrote: »

so what's stopping you? You can't be expecting another subsidised handset (that is why you have a contract, to repay your original subsidy), you can buy any Orange PAYG handset and simply put your contract sim in.

If the handset you want is not on PAYG then try somewhere like CarPhoneWarehouse who will sell you an unsubsidised sim-free handset or if an iPhone, direct from any Apple store.

I understand the contract is 'paying off' the original phone, but the phone is useless and keeps breaking (similar fault where it turns itself off mid call and won't turn on until you remove the battery).

I keep getting replacements under warranty/orange care, I don't think i should be made to pay as the phone I have been sold is useless? But i have offered to pay the difference to get another model/brand.

thanks, c

tazdevil01985

Hi

If all are for the same fault any more than 3 (if I remember correctly long time since I was CS) of the same fault then you can ask for a DMR which is an equivalent handset of the same value. Used to be a Nokia so probably something like X6 a SE X10 and one other like a Motorola/Samsung. Ask what FW (Fault reference) your replacements have been issued under.

Hope this helps !

czhey

tazdevil01985 wrote: »

Hi

If all are for the same fault any more than 3 (if I remember correctly long time since I was CS) of the same fault then you can ask for a DMR which is an equivalent handset of the same value. Used to be a Nokia so probably something like X6 a SE X10 and one other like a Motorola/Samsung. Ask what FW (Fault reference) your replacements have been issued under.

Hope this helps !

Thanks for that, when i got my last replacement they told me this. My phone started playing up again a couple of days ago so i asked about a different model and the person said the faults have all been for different things so i am not entitled to a different model. I need another 1 or 2 replacements for the same code.

Thanks, C.

Jon_01

tazdevil01985 wrote: »

Hi

If all are for the same fault any more than 3 (if I remember correctly long time since I was CS) of the same fault then you can ask for a DMR which is an equivalent handset of the same value. Used to be a Nokia so probably something like X6 a SE X10 and one other like a Motorola/Samsung. Ask what FW (Fault reference) your replacements have been issued under.

Hope this helps !

Close. You get a DMR if the phone has had the SAME fault 3 times.

Where this can fall down is the fault the CS agent logs it as on the system when they replace it. If all 3 aren't the same you don't get a DMR.
Also, the choice of phone under DMR isn't up to you to pick, the system prompts with 3 models. That's it, the CS agent doesn't have the power to change what the system offers. . .