Incompetent Orange mobile store staff

aquablue_2

Thanks Morty!
Yes I know I didn't have back up - if I lost the phone or it was stolen it would be my totally my own fault. However this phone goes everywhere I go - bathroom, shower - everywhere - and I have had mobiles since 1994 and never had one stolen or lost ( mind you - the first one was far too heavy to ever be pickpocketed!) as I use the phone for as my main contact for getting work. I just never expected to take the phone to a mobile phone store where they are supposed to be the experts in these things, and have THEM lose all my numbers - if I'd given it to a friend etc fair enough - but I gave the phone to someone who I thought would be trusted and able to do what he said he could do.

I'm out of my contract period already - I had been deciding whether to stay with Orange or go somewhere else but decided to stay and just upgrade the phone ( complete with free phonebook deletion), I didn't take the upgrade after all that and I will 99% be moving elsewhere ( have been browsing these pages today trying to decide on a companY).

I wonder if I would have been treated better if I had been one of their Level 5 value customers? They told me I was a Level 4 value so perhaps Level 5 customers would have been allowed to speak to a manager? I thought the challenge facing mobile phone/service providers now was to keep existing customers as most people seem to have a phone and the new customer market isn't that great - if so you would think customer satisfaction would be high on their list.

either way - I realise losing one customer is nothing to Orange, but every person I have to contact to get their phone number again will be told exactly why I have not got their number anymore.

Oh - and I don't think I have a history on here - so no idea why people reacted this way ( perhaps they all work in mobile phone shops and have deleted peoples numbers??) I have posted last year when a driving instructor ripped me off, took my money , lied about booking my driving test which he never did and then never turned up as promised to refund money, and wouldn't give money back (think I was perfectly right to complain about that or maybe everyone thinks I was being a bit harsh about that too?)

picnic

just a idea.. probably a poor one.. but if your on a contract you can get our bills itemised.... would orange not have a list of your last calls made? just a thought.... no harm in asking??

shellsuit

picnic wrote:

just a idea.. probably a poor one.. but if your on a contract you can get our bills itemised.... would orange not have a list of your last calls made? just a thought.... no harm in asking??

That's a good idea, but I don't think OP would know which number matched up with who - it would mean them ringing every number just to see who it was......maybe they can ask Orange if they can use their store phone to do this?!

picnic

is better than no numbers at all. and as it is down to orange they should cover the cost of calls to find out who is who IMO.
good luck anyway.....

how did we cope without the good old mobile lol

aquablue_2

I have been going through my bill but the only person I tend to call from the mobile is my mum - and her number is one of the few I know off by heart! I basically use it as a mobile phonebook for all my possible work contacts then make the calls from my BT land line as they are all local calls and its cheaper - I use the free minutes to call my mum as she lives at the other end of the country and its better than using my BT bill for that. A lot of my numbers are people i Japan which I would never call from the mobile! I've been trying to look at my BT bill online but can't remember password & login as never used it online - if that bill is itemised ( can't remember if it is or not) I should be able to try and ring some of them - feel a bit stupid though - ringing and asking who it is I'm speaking to!

Thanks for the suggestions though!
Aquablue

reduceditem

If you took your car into Kwik-Fit to fix a puncture and they made some silly mistake that meant you couldn't use your car properly(or at all) for several days you'd be fuming and would certainly expect apologies and compensation. Why should Orange be any different?. Who cares about the definition of incompetent. They made a !!!!-up at your expense and they should pay. Personally I'd expect at least £100 worth of call credit or free line rental for that one and even then I'd think twice about re-signing. Any store manager worth his salt should have offered you at least this.

Two options. (1) Return to the store in question and demand satisfaction. Speak only to the manager and if they don't give you something decent ask them how you comlain about managers of Orange shops.

(2) Order your PAC code and Port over to Tesco's PAYG 'extra' tarrif. For any light/medium user its cheaper than Orange and NO CONTRACT HASSLES. Once your safely ported over write to Orange (after cancelling your dd) and explain to them why you are not paying their final bill.

laurajayne

Ok, right, I have never said that he didn't make a stuff up, and that the OP should settle for what they provided, I was just giving my opinion...I am sorry that I appear to be wrong. I'd also like to point out, I have never spoken to the OP - to my knoweldge, so no, I'm not being personal....I have better things to do than stalk a username.

I shall however, use the word incompetent whenever anyone makes a mistake...is that ok?

I was merely making an observation that maybe the usage of the word was a little on the harsh side concidering he was a trainee...but I bow down to everyone elses superior knowledge.

My opinion was (not that it appears to matter) is that the store and manager were at fault, and that is what I would mention in a strongly worded letter. If he was not yet fully trained, he shouldn't have been left to fly solo. I'm not sure if Orange have a cooling off period for upgrades (Been out of the business for over a year), so this may not work..if they did, the maximum time is 14 days, so I'd send off your letter ASAP. As a side note, depending on what phone you have (again, no use now, but for future reference - and can someone please note the NOT RIBBING the OP - just like my previous post) there may be software to link your phone to your PC, mine personally uses Outlook, but I know my old nokia had some OEM software to do the same thing. Alternatively, pop into your local CPW, they should have sim card readers, and be able to save a copy of your numbers (obviously only the ones that are saved to the sim) and also give you a print out. I did this as a matter of course for customers; doesn't work on 3G sims though.

Oh, and yes, I worked in a mobile phone shop for quite some time (as I did mention in a previous post - not for Orange I'd like to add)....I never accidently deleted numbers...I have however made mistakes, cos hey...I'm human...but maybe I was incompetant. Who knows.

reduceditem

Hi laurajayne. Sorry if you felt that my own post from earlier today was in any way an attack on your previos post or experience in the field (I appreciate you were probably responding to a few people). I had only noted that there was a general discussion in the thread about the definition of incompetence and wanted to say that that seemed to me irrelevant. People make mistakes in their work and have to pay for them (either as a company or as an individual or both).

Actually I agree with you that the 'i'-word is over-used and is not likely to get people far in a complaint since it does sound a bit insulting.

Anyway, my apologies if my post felt like an attack, it wasn't my intention.

stugib

aquablue wrote:

Yes I know I didn't have back up - if I lost the phone or it was stolen it would be my totally my own fault. However this phone goes everywhere I go - bathroom, shower - everywhere - and I have had mobiles since 1994 and never had one stolen or lost ( mind you - the first one was far too heavy to ever be pickpocketed!) as I use the phone for as my main contact for getting work.

I know this doesn't help now but if you do manage to get back your numbers then try backing them up online, then you'll be able to copy them to your next new phone yourself. Take a look at zyb.com

Morty_007

LauraJane, it appears that mine may be one of the posts you seem to have taken personally and I suspect it may be because you expected to be flamed for your opinions...

laurajayne wrote:

This may not make me popular...oh well

So when you read the comments, it was natural to assume they were aimed at you.
It was a coincidence that my post followed yours and I can assure you though that If my comments had been aimed at anyone in particular, I would have made that very evident by naming people.

My comments were based on the feeling I got after reading the entire thread, not after reading your comments and I was in no way flaming you (or anyone!) I was expressing my opinion. I'm sorry you see to feel targeted.

Oh and so as not to hijack the OP's thread, I will refrain from expressing my opinion in theis thread again. Good luck OP