ORANGE business customer service misleading advice

tworldsmine

Hi everyone- it is a bit of a long story which effectively evolved into a massive trouble.


A while ago I signed for a 24 month business contract with Orange. When the renewal time was close I got bombarded by calls to renew. I did- the deal was to keep my existing contract and get an upgrade phone (the same handset effectively). I was told that faulty handset policy would then cover my handsets hence I can get the new handset (as it was exactly the same phone) given away or sold on eBay (Orange CS seems to like eBay). Few weeks after the renewal I have given the new handset to the member of my family and everyone was happy.

Few weeks after that my original (old) handset developed a fault which I promptly reported to get the replacement sent asap. Then during the conversation it appeared that my old phone was no longer covered and I was told wrong by (quoting) 'a member of staff that maybe has not been aware of T+C's of my policy'. I requested to speak to a manager and a customer service manager rang me back to discuss further. She explained the situation agreeing that my phone is NOT covered anymore as it was upgraded and the only way to get the issue resolved is to get the new handset back or report it as lost or stolen. I left it there as I simply could not bear the annoyance.


Few days ago I decided that it is indeed getting a bit ridiculous so I rang orange again to report my handset lost/stolen to be told that this time I am not covered for lost or stolen and the best way to resolve it would be (quote) 'to buy a handset from eBay'. When requested to speak to the manager I was offered a 'good will' offer that for around £50 I would get a new phone by Orange pretending that I had an insurance on my account. When I requested that in writing I was declined. I said to them that I am thinking of leaving as on last 4 occasions I was misled and advised wrong which effectively led to the situation that I am stuck with another 16 months with a faulty old handset that is not covered for any issues. All the notes from my account are available on demand by only contacting DPA officer as explained when I demanded them to be sent to my address.



I must admit I am happy with Orange service as a phone wise but absolutely discussed by their CS- any advice how to simply get an old handset replaced and get on with stuff? I know I should consider £50 offer but at the end of a day I simply do not feel like I should be paying that following such a bad CS advice.


Any suggestions/opinions anyone? Thanks

Guys_Dad

So , correct me if I am wrong, you say Orange offered to cover your old handset for the next 2 years as well as the new handset when you renewed? They then told you you could sell the new handset, but your old one would be covered for the next 2 years, as well as the replacement one?

Not getting anywhere when your old handset developed a fault, you then informed Orange that it had been lost or stolen, which was a lie and a fraudulent claim. But they then offered £50 as goodwill.

Have I got all that correct?

tworldsmine

Guys_Dad wrote: »

So , correct me if I am wrong, you say Orange offered to cover your old handset for the next 2 years as well as the new handset when you renewed? They then told you you could sell the new handset, but your old one would be covered for the next 2 years, as well as the replacement one?

Not getting anywhere when your old handset developed a fault, you then informed Orange that it had been lost or stolen, which was a lie and a fraudulent claim. But they then offered £50 as goodwill.

Have I got all that correct?

Thanks for prompt response.


Indeed. Am I the only one seeing the whole ridiculousness of this situation or am I simply being cocky and should sit down and keep quiet?

chanz4

the second

tworldsmine

chanz4 wrote: »

the second

As long as I thought I was in right I must admit I was expecting that answer. Sit down sir and keep quiet it is then?

criboo

you should probably just take the £50 offer and be done with it, they've bent the rules slightly to help you, it's not gone perfectly and you're now fraudulently reporting it lost/stolen which could get the new phone network blocked.

tworldsmine

Well- the report idea was suggested by the orange customer service manager herself. It is not a lie it is simply the workaround they suggested. Just as my defence.


I will probably simply end up biting the bullet and agreeing that we do not agree. It is just simply a bit of a nightmare that proves to be tiring. Ah well- learning curve I guess?