Orange Upgrade Phone Gone Missing - HELP!!

vkalra2007

Hi
I recently upgraded my phone last week. The phone was to be delivered to my work address but on the day it never arrived although on the courier website it said that it was delivered and signed by someone that I dont even know. At my workplace, there are only 5 people, so it was quite obvious it was not delivered at my work address.

Anyways, after being hours on the phone and promises that manager would call me up they have now started saying that it is my responsibility as I am getting it delivered to my work address and I need to take it up with the UKmail directly.

I finally called UKmail today, and they told me that the address that was given to them by Orange is 'Unit X, XXXX Road'... Although, the address that I had asked Orange to post the phone to was 'Unit X, Coda Centre, 189 XXXX Road' ... So they have given the incomplete address to the courier and are still telling me that the address shouldnt have made the different and it has still been signed for so it is my liability...

Can someone what I can do? Is it still my fault if they have not even posted it to the actual address I have given to them? Orange advisers are now telling me that a manager will call me to discuss this, but noone is calling me.

Really frustrating!!!

grumbler

It's clearly their fault as they can't prove that the handset was delivered to you, let alone even to the correct address.
If they refuse to send a replacement, send them a Letter Before Action demanding the market value of the handset plus for the inconvenience. Then submit a claim to the online small claims court.

That said, many companies refuse to deliver to a work addresses - and IMO this is the right thing to do.

Buzby

And watch your credit file implode?

You go to Orange and explain the address they shipped the item to was wrong, and you do not have the goods. Also suggest that you are not responsible for any calls made on the handset, and they should take the matter up with their courier.

grumbler

Buzby wrote: »

And watch your credit file implode?...

As a result of what exactly?

vkalra2007

Hi,
Thanks for your replies.
Whenever I speak to them, they put me on hold and contact UKMail, and then come back saying that it has been signed for hence it has been delivered to the correct address. They also said that they would send the driver to where he has delivered the phone to, and that he would take a picture of the person he has given the handset to and will send to us. I found this very pathetic, but agreed to it but no one has shown up yet...

I have spoken to atleast 20-30 different advisers now over the last week, and each time I get a different answer as to what they are doing about it and then end up promising me a manager would call me in 24hrs, but no one does and nothing ever gets put on their system so end up repeating the whole history again and again...

grumbler

vkalra2007 wrote: »

Whenever I speak to them, they put me on hold and contact UKMail, and then come back saying that it has been signed for hence it has been delivered to the correct address.

Rubbish. In fact this means that it has been delivered to some address.

Buzby

grumbler wrote: »

As a result of what exactly?

By avoiding the issue, and heading off on a perilous tangent with no guarantee of success?

Deal with the issue at hand - court is an admission of failure, so deal with the organ grinder, not the monkey.

vkalra2007

I am hoping the manager calls tomorrow, and solves this issue for me... I just dont see what my options are if she also starts telling me it is my fault the phone is lost...

I will be calling UKmai first thing tomorrow as well, to see if they can put it in writing for me that the fact the address was incomplete it would have resulted in the parcel being lost...

grumbler

Buzby wrote: »

By avoiding the issue, and heading off on a perilous tangent with no guarantee of success?

I don't see how this can damage the credit history.

Deal with the issue at hand - court is an admission of failure, so deal with the organ grinder, not the monkey.

I don't think that it's the monkey that deals with LBAs.

vkalra2007

An update on this issue:

I spoke to Orange twice today:

1) The adviser told me that no Disclaimer letter from myself has been sent to Orange till date. I had sent this on the day the phone was lost and other advisers till date have been able to see this.

2) An adviser I spoke to yesterday called me, and said that she has spoken to UKmail and they have told her that the difference in address would have not helped. I told her I spoke UKMail as well, and they have given the exact answer to me. (I had called them in the morning). She has told me her manager will call this evening.

I have since called UKmail again and recorded my conversation with them. They clearly tell me that it makes a big difference, and no one from Orange has contacted them today. They also told, that Orange should not be asking me to call them as they have made the error in the address.

I am just wwaiting for the manager to call now and trying to figure out how to approach this as it is quite clear that Orange are trying everything so they dont have to send new handsets out again.

oopsadaisydoddle

Can you explain what the difference in the address is, just out of interest? Obviously you don't have to put the real ones!