Problem with Orange - please help!

amantadine

I've long read through the MSE forums, but this is the first time I've posted. Essentially I have been having terrible problems with Orange and their mobile phone insurance, and I'm really not sure what to do - any advice would be very much appreciated.

The situation is: I reported my phone (Motorola Atrix) as faulty on Saturday (12 Jan). Orange stated they would send a courier out on Sunday to deliver the replacement between the hours of 9am and 1pm. By 12.45ish I was a little concerned and so called Orange, only to find they said the courier had come and stated that no-one was home. This was particularly irritating as I had not only got up early on Sunday morning, but cancelled my plans to stay and receive the phone. Furthermore, the courier told Orange that my door was black (when in fact it is bright green!).

After a long and infuriating phone call in which Orange said they could not re-deliver the phone that day and had no choice but to charge me for the failed delivery (approx £13) - we finally agreed to attempt re-delivery at a different address (a business address where a family member would be present).

So I found out Monday (14 Jan) afternoon that once again the courier tried to deliver the phone but stated there was no-one at the address. I know this to be incorrect as once again they have stated the address has a black door - when in fact the door is glass (it is a business address). Another long, infuriating phone call to Orange - they have stated that there is no alternative method for me to get a replacement phone and that I HAVE to give them an address for another attempt at re-delivery. (It was at this point that I was reminded of Einstein's definition of insanity)

I am yet to see whether the courier (which they have stated to be UKMail) is able to deliver this replacement phone. Could anyone advise what my next step should be? I have registered my complaint with Orange over the past few days on numerous occasions and every time they have said there is nothing they can do. I am utterly exhausted by Orange's approach every time I call. Perhaps the most galling part of this all is Orange's recorded message whilst I am on hold: "Orange are committed to customer service....."

As I've said before any help would be greatly appreciated - has anyone else been in the same/a similar situation?

Thank you (sorry for the long post - I needed to vent a little)

Aman

chanz4

since when do uk mail work sundays?

19lottie82

chanz4 wrote: »

since when do uk mail work sundays?

Plenty of couriers work Sundays, including the one that orange use to deliver replacement phones. In fact, they work every day of the year, apart from Xmas day.

chanz4

yodel dont, unless christmas but never come accross ukmail doing sundays except christmas also

MrSilk

I remember last year when my new Blackberry 9320 developed a fault a month after I received the phone, Orange where very good at sending a replacement, although the replacement was not brand new; it does it#s job and works very well. Cannot fault them at all.

oopsadaisydoddle

I would ask to escalate the issue and raise a complaint. They have a complaints procedure so you should not be refused this although expect it to be a call back.

If what you say is true (and I have no reason not to believe), and if they have delivered to the wrong door, they should NOT be charging you for redelivery.

Regarding getting the actual delivery sorted and signed for, I'm just not sure!! They used to allow delivery to stores but that was quite a longwinded process and may not be what you're looking for!

Eilagoss

You may find this helpful, written complaints address (not easy to find)
Complaints Investigation Team, EE 6 Camberwell Way, Sunderland, SR3 3XN
and an email address [EMAIL="customer.relations@orange.co.uk"]customer.relations@orange.co.uk[/EMAIL].

-equilibrium-

ok well the chargers can and should really be waved due to circumstances, and this can be done, they just credit your account, you can ask for the phone to be delivered via normal post, you just ask them to do it, their manager will have to ok this but it can be done, these couriers are notorious for if they cant find your address just putting failed delivery due to no answer etc. and you can also phone the courier company to tell them the drivers are doing this as can orange themselves, the ee complaints mentioned above to be really honest wont help you much, your not a major business and wont bring them in millions of pounds, like most companies it really is a case of they treat you better the more you spend :-(. personally in my opinion, since orange joined tmobile and went to ee, they have turned rubbish, its more tmobile than orange now and tmobile rules n regs really are total pants and so is their staff. that is though only in my own opinion. i think o2 have canny things going though :-)