Problems with Orange/Wii ...advice needed please

MissMitch

Hi, please could anyone advise us on a problem with Orange. My partner was an existing Orange customer, but was out of contract. In February he decided to go for a new 18 month contract with the free Wii offer, which he did over the phone. We asked at the time if both the phone and the Wii could be delivered to my work address rather then the billing address as there would be nobody in during the day at his flat, and we were assured that this wouldn't be a problem.

The phone was delivered to my work address on 4th March, and the Wii was due to follow 21 days or so later, however, it never arrived and after several phone calls where it was promised "within the next X amount of days, for sure", we finally got to speak to somebody and make some sort of progress. The Wii was sent out - without notification - two days later (15th May), but it was sent to the billing address via courier, DPD, who left a card wedged in the door, not even posted through the letterbox.

We called again to ask if it could be resent to my work address and were told that they couldn't change the delivery address as it was sent with Royal Mail. We explained that it wasn't even sent with Royal Mail but with DPD couriers, so the lady at Orange said she would sort it out for us and call back, and that was the last we heard of it.

Tonight we called again, and were told that the Wii can only be sent to the billing address, that we had to rearrange any deliver with the courier ourselves...and that will cost £11.99. My bf is now very angry and said (rather impolitely) he'd like to cancel the contract, to which he was told he'd face a £400 odd pound cancellation fee, and that Orange hadn't broken a contract because the Wii was just an extra offer to the contract...I told him to wait and contact Ofcom to find out exactly where we stood but would be grateful for any advice anyone has to offer on the issue...thanks in advance and sorry for the epic post!

Browntoa

1) you cannot cancel the contract

2)they will only deliver it to your billing address

MissMitch

Thanks for your response...I still have issue with the fact that we were told both the Wii and the phone could be delivered to my work address and the phone was in fact delivered to my work address. I have phoned the courier who says that the delivery address can only be changed by the supplier, Orange however say it can only be changed by the courier.

It might seem ridiculous that nobody is ever in the flat to receive the goods but both my boyfriend and his flatmate work 6/7 days per week and leave about 7 am. For him to take a day off...which is difficult enough when the Wii was sent out without prior notification...it would cost him a loss of wages which is more then the price of the Wii.

It's just getting very frustrating having conflicting messages from about 8 different Orange employees by now. I asked the man last night for an address (preferably email) to write and complain to...he said he'd text it through as soon as the call finished. Needless to say, he never. Customer services are also cutting off the call without answering now.

EDIT - Have now received the executive office number from Ofcom.

custardy

was this direct with orange? or a mobile reseller?

MissMitch

This was direct with Orange, over the phone.