orange customer services

welshgirl_michelle

ill try to keep this as short as possible!!

problems started in november with my handset freezing. phoned up customer services and another handset was sent out. this handset also had the same problems of freezing! phoned CS back up and was told they would ring me back (no call back recieved & this happened on may occasions.. being promised call backs and they would not ring back) another handset sent out but this was faulty too (i was offered 3 different handsets but didnt like any and wanted keep to my W995 as i liked the phone so much.. i just wanted one that worked)!!

also members of staff would not log previous conversations down therefor when i phoned up again i would have to explain myself over and over again aarrgghh! every time i would phone up i would take their name and extention number (lucky i did this)

also i was promised a brand new W995 instead of a reconditioned one because of all the problems i had.. great i thought.. but it turns out that the staff member had lied to me (tried to trace him back but he had given me a FALSE name and extention number) this had happened twice in a matter of 3 weeks.

another reconditioned handset sent out and this seemed to work (4th handset in a matter of 5 weeks) was promised a call back but didnt recieve one once again! on many occassions i spoke to a supervisor but they wernt much more of a help to be honest! after a week the handset was freezing again. another call to CS and i was offered half price line rental for 12 months (i must have had to ring orange CS up over 50 occassions by this time) also opted for X10 because i had a guts full of dealing with CS!

after about 3 weeks of hassle free.. i recieve my bill and its more than usual with no line rental discount.. back on the phone to CS to see what the hell is going on (got through to a really nice member of staff who did call back etc and tried to help) at the beginning she couldnt see anything on the system about the line rental discount and basiclly said nothing she can do.. after telling her its not something i would make up & i wasnt having any of this she found it on the syster (only because i had the day/time/name of person/extention number of the conversation back in december) she said she would get back to me..

the gentleman who offered it to me denied offering me that offer (eventhough it was on the system!!) turns out that he lied about the offer - i was explained that system would not allow that offer for the talk plan i was on & there was no way i could have it for 12months.

im waiting for them to get back to me now & ive told them that i want them to listen to the recoring of that conversation because this is not something i would make up.

why do orange CS feel the need to give out false name & extention numbers & offer offers that dont exist? surely they should not be allowed to do this? and i doubt that these problems dont get looked into because all ive had from them is a sorry!! soooooooooo furstrated

steve1980

This is pretty common for most networks now. The reason they give out false details is because they are all fighting for their jobs, what with the merger with T Mobile, there will be a lot of people looking for jobs.

I'd be amazed if they "find" the recording and honour the deal.

Empty_pockets

Terrible service from Orange. Wouldn't go back.

welshgirl_michelle

steve1980 wrote: »

This is pretty common for most networks now. The reason they give out false details is because they are all fighting for their jobs, what with the merger with T Mobile, there will be a lot of people looking for jobs.

I'd be amazed if they "find" the recording and honour the deal.

even if they are fighting for their jobs... its not an excuse to be lying to loyal orange customers.. its just unfair

Hammyman

Orange is just crap now compared to years ago. I pay for a package with 500MB internet a month. Can't use it because the local cell site is oversubscribed which they finally admitted. Told them I was paying for a service which I didn't get to be told that as I could make calls, I was getting my package and the internet was a benefit that I didn't pay for. Pointing out that they did a package with the same calls/text allowance and no internet included for £5 a month less fell on deaf ears.

welshgirl_michelle

I'd be amazed if they "find" the recording and honour the deal.

orange have contacted me & ive been offered half price line rental untill july (this is when my contracts runs out) hence why they cant give it for 12months.. still think members of staff need to learn some manners!!