Orange Customer Support ?

[unklefester]

Hi all,

 

Can anyone please offer advice about the seemingly non-existent customer support offered by Orange ?

 

I have been trying to get a network unlock code for my Nokia phone since it was replaced by upgrade in May.

 

I've called customer service numerous times, including speaking to a "manager". I've also emailed their executive office but heard nothing apart from the standard "contact customer support" email.

 

Despite initially being promised a code by post (something I was later told they did not do), being promised a code by email several times, a lovely call centre person arguing with me that I'd already received the code and finally being promised callbacks that have never occured, I'm still waiting for a code.

 

The final joke in this debacle is Orange say this code has to be supplied by Nokia but when I contacted Nokia they say only Orange can provide it.....

 

I seem to be going round in circles here & getting nowhere

[locutus]

Orange Response frequent this forum. Maybe they can get to the bottom of things? If not, Write to Orange at :-

 

St James Court,

Great Park Road,

Almondsbury Park,

Bradley Stoke,

Bristol

BS32 4QJ

 

Include your full name, address, Date of Birth, Orange mobile number and Orange account number. Explain the problem and tell them exactly what you want as a solution. Ask them if they are unwilling to provide this to give you a DEADLOCK letter.

[Guest Orange Response]

Hi unklefester

 

I work for Orange and may be able to help. If you can drop me a mail to [email protected], I'll have a look at this for you. So I can pick up your mail quickly, please add 'Andy Orange Response' in the first line.

 

Please also include the reference ORT1012and your username from this site, as without them, I will not be able to pick the case up.

 

Hope this helps

 

Andy

Orange Response Team

[MARTIN3030]

Lets hope we can see some results.

For some reason we dont appear to be hearing about many reported disputes/complaints actually being sorted.

[unklefester]

Thanks for you suggestion locutus and your reply Andy.

 

I have just sent an email to that customer service address, with the requested information in the subject line.

 

I'll post back to advise on progress.

[unklefester]

Just to update - I've not heard anything back yet....

[unklefester]

well I have finally received my unlock code tonight - I'm not sure if this is down to the last phone call we made to their customer service dept on Tuesday evening or the involvement of Andy, as I've not received a reply from him after his initial post above.

[opti_kar]

What !! you got a manager. They must have accidentally picked up the phone at the wrong time. You'll get more help from the speaking clock.

Bob

[locutus]

I've worked in 4 call centers dealing with telecoms issues, and in each and every one, 80% of managers know nothing about the systems. They are normally there to manage the people. Some became managers by climbing thrugh the ranks, but not many!

 

Glad it's all sorted unclefester

[opti_kar]

So it's bad management which creates bad customer services? I'm now dealing with the famous NCO. Cheers

[locutus]

That's not what I was getting at, Bad management doesn't help CS staff perform at their best tho. Countless times I've had phone calls where someone will not let me deal with issues and demanding a manager . Start you're own thread if you're having troubles aswell Bob. A good place to start a complaint is to google their "Code of practice" and follow the steps outlined there.

[opti_kar]

sorry, I wasn't one of these grumpy hard to please customers

but I became one after countless phone calls to different members

of staff. It is mentally draining and then you become angry eventually..

[locutus]

Yes dealing with some CS staff can be a pain. CAG recomands staying clear of them. Deal in writing to the adress I posted earlier

Orange Response frequent this forum. Maybe they can get to the bottom of things? If not, Write to Orange at :-

 

St James Court,

Great Park Road,

Almondsbury Park,

Bradley Stoke,

Bristol

BS32 4QJ

 

Include your full name, address, Date of Birth, Orange mobile number and Orange account number. Explain the problem and tell them exactly what you want as a solution. Ask them if they are unwilling to provide this to give you a DEADLOCK letter.

 

 

[xpc]

Interesting.......the address I have is...

 

Correspondence Department,

P.O. Box 10

Patchway

Bristol

BS32 4BQ

[locutus]

The address I posted is their registered address.

[xpc]

Cool.......cheers.

[MARTIN3030]

Yes we know they rarely inform customers of their R/Os-its not just Orange,almost all are the same.

 

Actually thats perhaps not strictly true-I meant to say that they dont advocate directing complaints to their R/O.

 

But if things were sorted earlier by using the contacts they advocate,then escalating upstairs wouldnt be needed.

Edited August 9, 2010 by MARTIN3030
Afterthoughts.

[Human Writes]

Yes we know they rarely inform customers of their R/Os-its not just Orange,almost all are the same.

 

Actually thats perhaps not strictly true-I meant to say that they dont advocate directing complaints to their R/O.

 

But if things were sorted earlier by using the contacts they advocate,then escalating upstairs wouldnt be needed.

 

Disagree, it will be somewhere on every piece of correspondence that any registered company send to you, it has to be under the Companies Act.

 

Notwithstanding that point I'm unsure why when a company has given you an address for the people responsibile for handling complaints that you would choose to send your complaint to another address within that company.

 

If your sending correspondence to a different address not only is it likely to take longer to reach the people they've already suggested you send the document to, which would add more time to the amount of time it would take for someone to investigate and reply to a complaint, you then run the risk of them misplacing or losing the correspondence you sent whilst they arrange to send it to the people within the company that they ask/suggest you to send the document to in the first place.

 

You also seem to be implying that correspondence directed to a registered office would take some form of precedence over correspondence sent to a complaints address, I've worked for a couple of large telco's handling written complaints and I can tell that in neither case was correspondence directed to a registered office treated any differently to correspondence sent to the address that they gave out for written complaints/correspondence, it was all replied to by the same CSRs, Correspondence just took longer to get to the right people because the companies in question had to arrange to send the documents from one office/site or building to another to get it to the members of staff.

[locutus]

The Orange "Code of practice" request complaints to be made by phone call... Most on CAG prefer to complain in writing.

[violet.o]

Can some one help me with my debts with orange please? I had business account with orange, 2 phones and my husband ad laptop as well. We get large bill of 330 pounds which we couldn't pay. So i left as was, just move my numbers to o2 - i know i shouldn't do thats. Now i have debit collection agents asking to pay 2481.87 can i do anything with this problem?

Many thanx

Violet