orange ripping customers off????

mightyroyals

Hi

Im posting for a friend who has been with orange for a long time and wanted to get his lumia unlocked. He called orange and requested it and they took the amount from his credit.
He waited 30 days and still nothing calls them again too be told it had not gone properly and too wait again.
He waited another 30 days and still nothing so called back to be told they wont do it. He then noticed another 10 pounds worth of credit had gone.
He called back again to speak to a manager who told him they wont give him a code or his money back and to stop calling them about it.
What can he do as he has no code and over 30 pound down in credit where they still charged him.
Surly they cant do this.

Thanks in advance.

Buzby

Only he can escalate this. If they don't provide the requested service, they have to refund. You don't give the reason for them declining to unlock - what was it?

As for not calling them back - his issue is with accounts, so not the department that supposedly took the money. Phone them.

mightyroyals

Hi

Thanks for the reply apparently they cannot get a code for lumia phones was there excuse. I thought the network provider could get a could for the phones

oopsadaisydoddle

I'm not sure I understand. Having worked for Orange, I know that it isn't customer service who take the money off the balance, it is the unlocking team and they only do this when they actually email the code out.

Could the credit have been eaten by something else?

I'm not condoning the timescale that they give (because I have previously been on the receiving end of complaints about this), but, they do request them from the manufacturer and in some cases it can take 60 days.

Jon_01

mightyroyals wrote: »

Hi

Thanks for the reply apparently they cannot get a code for lumia phones was there excuse. I thought the network provider could get a could for the phones

The phone was supplied by Orange themselves and not the likes of Carphone warehouse or P4U? Because Orange can only unlock phones they supply?

Buzby

If supplied by CW it would not be locked at the point Of sale as they supply the same phone from stock to connect to all networks. If Orange locked it, they cannot unreasonably reject a request to have it unlocked if they are satisfied the contract minimum term will be met and their costs to unlock met.

mightyroyals

Jon_01 wrote: »

The phone was supplied by Orange themselves and not the likes of Carphone warehouse or P4U? Because Orange can only unlock phones they supply?

It was bought from an orange store.

mightyroyals

oopsadaisydoddle wrote: »

I'm not sure I understand. Having worked for Orange, I know that it isn't customer service who take the money off the balance, it is the unlocking team and they only do this when they actually email the code out.

Could the credit have been eaten by something else?

I'm not condoning the timescale that they give (because I have previously been on the receiving end of complaints about this), but, they do request them from the manufacturer and in some cases it can take 60 days.

no the credit was defo taken by them they told him they have taken it

oopsadaisydoddle

Then they need to refund him the credit they've taken for the unlock fee if they can't provide the code.

Also, they charge £20.42 for the code so the £10 must have been taken for something else. I take it it was PAYG?

chalkie99

oopsadaisydoddle wrote: »

. Having worked for Orange, I know that it isn't customer service who take the money off the balance, it is the unlocking team and they only do this when they actually email the code out.

I know that isn't the case as I paid for two unlock codes nearly seven weeks ago and whilst the money was taken from each account immediately I only received the first code after just over three weeks and the second one still hasn't been supplied.

Orange are an absolute farce with this - you cannot email, only 'phone "Customer Services" and there is no relevant menu choice for unlock codes.

Our first complaint had us on hold for ages and after twenty minutes the answer they came up with was "Yeah, you should have had that by now".

:mad::mad: I knew that! Why else was I 'phoning?

Was then assured code would be sent in 48 hours - Didn't happen.

Next call ended with "Customer Services" sending an internal mail to the Escalation Team. They sent me a copy - It was poorly written and still never got a response.

I then used that mail address to write a carefully crafted message with every account detail, IMEI etc.

After a few days I got this reply - copied and pasted here:

Hi,

We apologies for the delay, as we have already requested to the manufacturer for the Unlocking codes, as soon as we will get the unlocking codes, we will share with the customer.

Regards,
EMT

How can a huge UK company get away with responding to a customer complaint in pidgin english ? :mad:

Has anyone got contact details for someone in authority at Orange please?

I sympathise with the OP (or their friend). It's obviously not an isolated problem.

samsungs2

I've had a similar incidence with Orange.


Requested unlock code in mid October 2013, told £30 and 14 days.
14 days gone no code, then told it should have been 60 days, "But that's ok you only have 50 days to go sir!"


Phoned them up just before the 60 days to check all was still going through... I was then told the code was emailed to me 25th Nov 2013 and should have received it?. The code would be re-emailed or hear from them in 72hrs. (the 60days deadline was 25th Dec 2013)


Now way past the 60 days (03-01-14), called them again... Don't know why this hasn't been received. Confirmed the email address, OK and IMIE...They had the wrong IMIE code so someone else's phone was unlocked. "We'll refund the cost for unlocking and email you the code in the next 48 hrs"
Guess what still no code.


All I want to do is swap to a sim only contract O2, save a bit of money and better coverage for where I work and live.
The phone was faulty and replaced a couple of months before the request under the insurance and out of the main contract so no need to upgrade it.
Would be great to have some good advise, considering playing the with holding information card and demanding the last 3 months of bills back.
Is it worth contacting citizens advice etc?
Many thanks to anyone's advise