Orange - Customer Services Hell.

[bobcrx]

Im at my wits end dealing with orange pcs.

 

November 2009 my girlfriend took out a 24 month contract with Orange and got an LG Viewty GC900. From day 1 this has been an issue. The first phone was replaced due to freezing locking and not making or recieving calls or texts for short periods of times, just got a bad one i assumed.

 

The second handset died a miserable death at the bottom of a toilet bowl (thank god for insurance) although it did present these same issues.

 

handset number 3, same issues as number 1, although it lasted a few weeks, got so bad that it didnt work for one 24 hour period of no calls or texts, and she broke down at the side of the road on her own in the middle of nowhere unable to make calls or texts or use the internet for over 90 minutes.

 

handset number 4, 6 days. 6 DAYS!!!!! and its doing the same thing again. Phoned through to orange again. Spoke to the first guy and he had sight of all the exchanges and replacements, said he was going to sort me out with a different phone and needed to pass my call through. Happy days? NO! I then got put through to a replacement team and they told me that they only had the record of one replacement due to fault and one due to damage on their system. I told the girl on the phone that i thought this was a joke, how does a communications company expect to trade if they cant even keep track of their own accounts and explained that i was told on my previous phonecall that if this fault arose again then i would get a different make and model of handset. but on this call was told that was not an option as it was not listed on their system, talked a bit more about it then she broke in the middle of me talking and said "sorry but we will be unable to provide you with a different handset, thank you for calling orange" and then my phone went dead. They had hung up.

 

 

Ive emailed through to their supposed "complaints" department, as i was instructed by one of the previous agents on the phone and got a response, "we will be unable to deal with your complaint via email, please call customer services"... So ive to call the same people who told me i had to email?

 

What on earth is going on with this company.

More importantly what am I supposed to do now. Im completely shafted left fitting a £35pm bill for a service that doesnt work for hours on end, and there doesnt even appear to be a resolution in sight. of course i cant just stop paying the bill as that would have an adverse effect on her credit rating.

 

Am i being unfair requesting a different make and model of handset after 3 with the same fault?

 

Believe me im at my wits end, I almost stormed into the orange shop to toss the phone and tell them to do... well... im sure you can guess, however i managed to calm down. The guy in the shop explained to me that there was nothing he could do, that the system is "law" and i just had to accept it. I couldnt even lodge a complaint through him.

 

Thanks for reading and any help is most appreciated.

[locutus]

I Believe they normally offer a different handset if you tell them you have lost confidence in the brand.

 

There is an orange rep frequents this forum, You could try this:-

Hi all,

 

We thought it would be a good idea to say hello, and let you know we are here in an official capacity on behalf of Orange UK.

 

If you have a customer enquiry (or complaint) please do drop us a line and we will do our best to help resolve. We will answer questions where we can in the forum, but sometimes it may be necessary for us to have a private conversation.

 

The Orange Response team looks out for any Orange customer services conversations online, and will always help answer a question or resolve a problem where we can.

We would always advise people to contact customer.services@orange. co.uk

Thanks

 

Orange Response

 

Put the subject of the email "Jonathan Orange Response" and also put a link to this thread ( http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/264030-orange-customer-services-hell.html )

 

You can also try putting your request in writing to:-

 

Orange Personal Communications Services Limited

PO Box 10

Patchway

Bristol

BS32 4BQ

 

Tell them you want a different handset with the same features, or a DEADLOCK letter so you can escalate your complaint.

[bobcrx]

I Believe they normally offer a different handset if you tell them you have lost confidence in the brand.

 

There is an orange rep frequents this forum, You could try this:-

 

 

Put the subject of the email "Jonathan Orange Response" and also put a link to this thread ( http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/264030-orange-customer-services-hell.html )

 

You can also try putting your request in writing to:-

 

Orange Personal Communications Services Limited

PO Box 10

Patchway

Bristol

BS32 4BQ

 

Tell them you want a different handset with the same features, or a DEADLOCK letter so you can escalate your complaint.

 

thanks for that. after another phonecall this evening i am waiting on a call back tomorrow. If i get no further with that then i will email as above.

 

Deadlock letter? what is that?

 

many thanks for your response. I think the issue im going to have is making them believe that we have actually had 4 handsets. unfortunately she wasnt given a reciept of delivery, just had to sign one of those digital handhelds, so no proof on my end.

 

Thanks again

[MARTIN3030]

Any signs of Orange response here ???????

[locutus]

A DEADLOCK letter is a letter than confirms the network are not willing to reach an agreement with you. If they issue you with one, you can take the complaint up with an Alternative Dispute Resolution scheme (in Orange's case CISAS). CISAS charge orange (someone has quoted £350) for looking into disputes, so Orange will in most cases find it cheaper to settle. CISAS Don't look at hardware issues, but your complaint is about the customer services you have recieved in fobbing you off for so long.

[Guest Orange Response]

Hi bobcrx,

I work for Orange and would like to look into this issue for you.

Please send an email to [email protected], including your contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan

Orange Response Team