Orange Contracts/Customer Service

reehsetin

sorry you feel that way, the CS is a bit crap - but think theyre realising it seriously needs to be sorted out, have you got insurance firstly?
if you do insurance should just straight replace the phone
otherwise its back to the store, ignore what CS have said and get the phone fixed again, it may take a 3rd time unfortunatly, if it is fixed 3 times they should replace the handset (retail have no power to change the phone only CS)
. if they don't your best bet is a letter of complaint to head office detailing your disappointment and that it is unacceptable that after all your efforts and being without a phone for x amount of time is unacceptable

head office will usually take complaints very seriously, like i said take as many names of the people you speak to as possible, trust me on this if someone makes a complaint about you they are given 24 hours to reply to that complaint

rash.m2k

shadia253 wrote: »

Yep! Feel like im being sent from Pillar to Post! Customer Services told me what the stores have been telling me is all wrong. I am not impressed with Orange at all. I always thought they were quite a good network!
They said I need to send the phone back because all they provide is the telecommunications network & not the handset. I feel like they're trying to shift the blame off themselves!

Thats not true. Thats !!!!!!!!. It is THIER problem and THEY should sort it out.

You bought the phone of them did you not? So why should you have to send it?

BY LAW THEY must provide you with a replacement. You should not send the phone yourself. Let them sort it all out.

shadia253

Yes I refuse to send it off myself so its back to the shops for me!! I haven't got insurance (wasn't given the option when taking out the contract) and now im not entitled to it apparently. I have written a letter of complaint now & am waiting to see what else happens in this saga before sending it off.

I did buy the phone off them but as they kept saying to me they only provide the phone network & not the phone - which seemed like a cop out.

reehsetin

basically if you broke ur phone the wouldnt have to give you another phone, that sense they are only responsible for providing you with the minutes etc
but they have given you a product, that product has to be fit for purpose which if yours isnt working it clearly isnt

insurance you can get but it would have to be emergency insurance where you would have to pay an emergency fee then the £6pm, speak to the insurance department about this specifically option 1-3-then the one for if your phone is damaged, they will tell you if you are eligeable for emergency insurance

diamonds

id be at the store you bought it from and if they send you anywhere/!!!!!!!! you tell them to go phone thier area manager for some " faulty handset " training while you wait " right here ", Orange direct & Orange Retail are a pain in the !!!! dealing with each other

You got it from O store - they are responsible! Customer services should offer to collect at home but with recent years of competition between Direct & Retail they mostly dont

CPW can repair it under SE warrenty direct rather than through O and you cut out the middle man ( Orange)


I had a faulty handset from The Link & I gave up trying get it fixed from them or O, nothing a 9.99 Alcatel could not sort out ( & 5 quidco ) without a lot less stress, the contract was 10 months free so 60 plus 4.99 for 12 months 64.99 - its all good

Orange are great until Direct/Retail start thier little games, ultimately that will be O's downfall both indentities of the company are destroying the BRAND over what division of the company is going to incur return costs ( and if a CrapPhoneWarehoose is avail its not just the convience for you, its the courier/collection/postal costs they want to avoid aswell, also warrenty repair is free from SE themselves and repair company bill SE direct )

as a customer that little Orange box solo as a stores only frontage or the website is the same company and its time HO pulled there finger out !!!! and acknowledged this, o2 after years bowed sensabily to customers & o2online customers get in-store assistance, nothing like years later O making the same o2 mistake - fools


saying that my O experience on the whole has outsparkled T-mobile, 3 & o2 all of whom I am currently with and can say Orange service is the best of a bad bunch, this is what happens when companies like 3 change the industry - customer care suffers cos its all about the money

Turk

For a company who prides itself on customer service ("justifying the additional cost") they could sure do with some help. I had an issue with my phone and rang up, got a fault code etc and was sent into store having been told they would replace the handset for me there and then. Got to the store only to be told that they couldnt do it and the phone would need to be sent for repair.

I cancelled my contract (paying out the remainder) and went to three where I know i'm not paying for the customer service. I dont think i'll be going back there for a while, if at all

reehsetin

Turk wrote: »

For a company who prides itself on customer service ("justifying the additional cost") they could sure do with some help. I had an issue with my phone and rang up, got a fault code etc and was sent into store having been told they would replace the handset for me there and then. Got to the store only to be told that they couldnt do it and the phone would need to be sent for repair.

they can replace the handeset in the store but only in the first 28 days or its sent away from repair

i know it will sound 1 sided if i talk from my view but the main problems are, retail have VERY little power
- cs can make things happen for customers we cant, we have pretty strict guidelines about what we can do and what we cant
- cs dont know the retail processes and dont know that we dont have any power - hence angry customers coming in expecting stuff we really cant give

diamonds

reehsetin wrote: »

they can replace the handeset in the store but only in the first 28 days or its sent away from repair

i know it will sound 1 sided if i talk from my view but the main problems are, retail have VERY little power
- cs can make things happen for customers we cant, we have pretty strict guidelines about what we can do and what we cant
- cs dont know the retail processes and dont know that we dont have any power - hence angry customers coming in expecting stuff we really cant give

you heard it from inside Orange - the direct & retail divisions are cluless of each others policies & are destroying customer care & ultimately the brand!

Did O retail not get that Asda bird hired or am I thinking of one of the other networks ?

Coming from Asda she set up thier customer care policies, so staff & customers alike should e-mail her what all the problems you face are, if you dont know, you cant change it..........

reehsetin

sian doyles the head of orange retail, know shes from somewhere dont know if its asda or not
we have a process at work to give suggestions but if i cant even get my store a shredder got no chance of changing the whole systems

Turk

reehsetin wrote: »

they can replace the handeset in the store but only in the first 28 days or its sent away from repair

i know it will sound 1 sided if i talk from my view but the main problems are, retail have VERY little power
- cs can make things happen for customers we cant, we have pretty strict guidelines about what we can do and what we cant
- cs dont know the retail processes and dont know that we dont have any power - hence angry customers coming in expecting stuff we really cant give

My issue wasnt with the front line staff in the store it was more the customer services in the contact centre who told me to go into store. I've worked in cust services before and understand the !!!!!! they get so i'm always polite and keep calm, but at least i knew the processes and the operation. I'd been with Orange for the past 10 yrs and never had a problem, but this really got to me.