Orange Contracts/Customer Service

shadia253

Just thought I'd give a quick update - so I've gone back into the orange store everyday this week (lunchtimes & after work) and they still haven't figured out how to send my phone away for repair!! So they told me to leave my phone with them & when they have worked out how to send it they will - that was 3 days ago & it still hasn't been sent.
Incompetence doesn't even describe what they are.
Anyway - I have started writing a letter to head office chronicle everything that is happening & when my phone is finally sorted I will send it on.

reehsetin

:O thats really bad, any chance of going to a different store?

diamonds

thats her! came from asda, got an e-mail for her ?

diamonds

reehsetin wrote: »

:O thats really bad, any chance of going to a different store?

eh?

id be wanting to know what store as they are making you all look like twits

shadia253

Well this is the 4th store Ive been to & these guys have been the most helpful!!! So Im not sure about taking my problems to another store as it might get even worse - if possible!

reehsetin

diamonds wrote: »

eh?

id be wanting to know what store as they are making you all look like twits

did think of asking but even if i did know couldnt really do anything about it.

the process for sending away for repairs had changed but was a little while ago now, and its really not that hard to find out, speak to the manager of this store then maybe? kick them into action but like i said if anyone makes a complaint to head office the store would have to explain themselves with a letter of apology to you within 24 hours

shadia253

Well I went in again today & my phone has finally been sent away!! Hurrah!! but now I am not sure if I should send my letter of complaint to head office now or wait until I get my phone back in case there is another fault on it (like last time).
I do feel like im getting somewhere now though.

Turk

Still causing me problems even though i left 2 months ago!

I called orange to get my phone unlocked (i payed for this straight away using my card). Since then i received a bill requesting payment of the unlocking fee, i called up and explained that the fee was paid and was told i was actually in credit. I then requested that the credit balance be paid back in the form of a chq. Received a letter from orange yesterday (expecting the chq to be inside), but its another reminder for the unlocking fee. So another call to Orange, spoke to someone and was promised a call back within 10 mins... 45 mins went by and no call so called up again, but this time managed to get my way through to the payments team who said the transaction had bounced. I know this is bull5hit because i check my account on a regular basis (and following this a call to the bank to confirm) i now have to prove the transaction did not bounce.

I don't know of anyone who would describe this as 'customer service'.

reehsetin

whenever you speak to someone in customer service and they say they will do something, get a name and extension number, if they dont do it call them back directly and chase them up

shadia253

Just a quick update - I got my phone back on Monday & functions still weren't working. Another trip to an Orange store where they played with it for a while & some functions are now working. I have sent my letter of complaint to head office so if I hear anything back I will let you know how this story ends....