Orange Complaint Help

seagullsim

Hi

I need to make a quite detailed complaint to Orange about a number of issues, but cannot find a Customer Services e-mail address to send this to. I tried using their "Contact Us" form on the website, but there is a character limit that I am exceeding...

Has anyone got an address I could use?

Thanks

Yinster

Not sure what Orange is like but whenever I had a problem or issue with o2 and use their "email us" option, I give a briefed description to which this was replied to. From there I could give a more detailed description.

impish1

seagullsim wrote: »

Hi

I need to make a quite detailed complaint to Orange about a number of issues, but cannot find a Customer Services e-mail address to send this to. I tried using their "Contact Us" form on the website, but there is a character limit that I am exceeding...

Has anyone got an address I could use?

Thanks

I wasted a mini lifetime talking to orange and was given about 3 or 4 different contacts for complaints; some were incorrect and others didn't respond.
Ask to talk to a level 2 manager. I was finally put through to one and she cut thru all the rubbish and completely resolved my various issues within a few days. I think she was based in an accounts section in Rotherham!

Bluesy2shoes

Hi - I just had a complaint dealt with (after a complete nightmare of getting hold of someone to talk to and that will call you back!) But these guys called me back more or less straight way and sorted the problem [EMAIL="out....executive.office@orange.co.uk"]out....executive.office@orange.co.uk[/EMAIL]

Good luck!!

Orange_Company_Representative

Hi, Orange have an escalation route which allows issues to be addressed quickly. Our Customer Service Team are here to address any issues or complaints, therefore we do not have a complaints email or postal address. If the representative you speak to is not able to assist sufficiently to resolve the issue to your satisfaction then you are entitled to request to escalate to the representative's manager. It is likely that there may not be a manager available at the time of request but a call back can be booked through the CSR you are speaking to. If you prefer to put your complaint in writing then you may wish to contact our Correspondence Team at PO box 10, Patchway, Bristol, BS32 4BQ.

Laura Greaves, Orange Helpers
http://www.facebook.com/OrangeUK
http://twitter.com/orangehelpers

AbbieCadabra

Bluesy2shoes wrote: »

Hi - I just had a complaint dealt with (after a complete nightmare of getting hold of someone to talk to and that will call you back!) But these guys called me back more or less straight way and sorted the problem [EMAIL="out....executive.office@orange.co.uk"]out....executive.office@orange.co.uk[/EMAIL]

Good luck!!

how quickly do you get a reply? i sent an email on Saturday & would have expected to at least have had an acknowledgement by now, or is that a little too optimistic!

Jon_01

They do get a lot of emails especially since their email address has appeared on forums. Not all are their area either, you get people emailing them about new contract deals and retention offers (because some people feel they can only talk to the office at the top for any reason), so they have to filter all that to find the one's they should be dealing with. . . (not much help to you I know, sorry).

CAPTAINBLONDECHICK

AbbieCadabra wrote: »

how quickly do you get a reply? i sent an email on Saturday & would have expected to at least have had an acknowledgement by now, or is that a little too optimistic!

Ha! I sent Orange a complaint via e-mail - took over 2 weeks for them to reply ....

"Thank you for your email

Sorry it has taken us so long to get back to you, we have had some technical problems that are currently being addressed.

The email team deal with a variety of issues and can only offer general advice as we do not have any access to your details
If your query has yet to be resolved and you need to speak to someone please contact one of our call centre representatives who will happily help you."

So in other words, I had to wait over 2 weeks to be told to phone them - which I had already done prior to sending the e-mail and that was, in fact, the reason for the e-mail...

I ended up sending a letter which Orange took over 4 weeks to reply to - I still did not get a satisfactory answer!

Thanks Orange!

AbbieCadabra

CAPTAINBLONDECHICK wrote: »

Ha! I sent Orange a complaint via e-mail - took over 2 weeks for them to reply ....

"Thank you for your email

Sorry it has taken us so long to get back to you, we have had some technical problems that are currently being addressed.

The email team deal with a variety of issues and can only offer general advice as we do not have any access to your details
If your query has yet to be resolved and you need to speak to someone please contact one of our call centre representatives who will happily help you."

So in other words, I had to wait over 2 weeks to be told to phone them - which I had already done prior to sending the e-mail and that was, in fact, the reason for the e-mail...

I ended up sending a letter which Orange took over 4 weeks to reply to - I still did not get a satisfactory answer!

Thanks Orange!

exactly the same circumstances as my complaint - i can't get any sense when i phone them! :mad:

i won't be holding my breath on this one then...think i'll go back to my t-mobile rep as he suggested emailing them (all the same company now but he can't access my account or help me?!).

Jon_01

T and Orange are still being run as separate company's. There's been no integration of the CS systems, so one can't access the accounts of the other. It may come in time, but at the rate Orange is 'letting staff go' it might end up being done by sixth formers on day release....

Bluesy2shoes

AbbieCadabra wrote: »

how quickly do you get a reply? i sent an email on Saturday & would have expected to at least have had an acknowledgement by now, or is that a little too optimistic!

They called me back within 24hrs - maybe because I included the CEO in my email complaint too

I hope they sort it out for you as calling Orange and leaving 'messages' for managers to call back, was an absolute nightmare for me as no-one called me back after 8 attempts.

Good luck...