help me please

MAZIE

I have found myself stuck in a series of unacceptable situations with orange staff


Okay this is the story so far
3 months ago I upgraded I took a HTC 8s
Having been ill in hospital I didn't open the phone until Jan when I found it wasn't working
I called orange who did a series of checks and said the phone would be replaced the rep went on to arrange delivery but as you can only arrange next day delivery and I was going back to hospital that day she said someone would call me the following week when I was home
No one called on the following Monday I called again (noting every Time I call I have to repeat this story) I was told a manager would call within two hours
No call I called again I spoke with a manager Martin plumber by which time I had bought myself a phone he said not to worry I could change the phone for a different model as I preferred the one I bought as I still wasn't out of hospital he agreed to call me the following week
He didn't call I called again this time I was told I couldn't change the phone I could have like for like or go without I told him I had purchased my own phone he told me to return it and make do with what I was given I was very upset asked to speak with a manager was told someone would call within 2 hours
No one called
I called again and asked to speak with Martin plumber I was told he wasn't in but an email would be sent for him to contact me
I waited a week yesterday I called again the first time I was told a manager would speak with me but after 25mins the phone went dead this happened 3 Times eventually I got to speak to a supervisor who said he would sort the problem I spent 2.5 hours on the phone eventually he said he was passing me on to the people who send out the phones he had told them all about it and they would sort out the new phone
1.5 hours later I was told as it was now over the time I could change the phone there was nothing they could do I asked for them to put me back to the supervisor they told me no body had said they would sort it out I hadn't spoken to a supervisor and hung up on me
I called three more times yesterday evening all three times after waiting 25mins the phone went dead
As a long standing customer of 20years I expect better than this

I want a new phone as part of my upgrade that works and is suited to my needs

jenniewb

Not sure how but if this happened to me, I'd be writing to the CEO to make a complaint: make sure to add in times, dates and names. Keep everything on writing and copied in and let them know you are more then willing to take it further if they continue to be unhelpful.

Not sure what else I can think to suggest but am sure someone else will come up with an easier solution!