Orange Customer Services-do they really care ???????

[ptodd30]

Hello

 

I have been an orange account holder for 14 years now and before this year i ahve never had a problem with them, until now.

I recently upgraded my phone to the sony ericcson X10 and in doing so had to sign up to a 18 month contract, i soon began experiencing problems with making and recieving calls in my own home. Either i get no signal or i have to answer the phone upstairs. I rang orange and spoke to a women in India who told my the mast in my town was down and it was probably the reason i was experiencing the problems that i was, she also got me to change a setting on my phone. This didnt cure the problem so i rang up again and spoke to another women who again told me the mast was down in my area, this was all well and good but when i pointed out the fact that my friend who is also on orange and lives in the same house and has no problems with making or recieving calls she then informed me that different handsets have different reception qualities. So i ask could i change my handset then the reply was NO, so orange are quiet happy for me to sign a contact for 18 months but when i complain about the poor service i am getting they basically say tough live with it.

 

Orange is committed to offering excellent customer care !!!!!!!!!!!!!! What a load of ....

[MARTIN3030]

Hmn I think quite a few would agree.

I will move your thread .....you never know-Orange might actually respond !!

[dx100uk]

type orange in the username box of the advance search page.

 

dx

[dx100uk]

it appears the search for certain names is flaky

 

here are the details you require:

 

http://www.consumeractiongroup.co.uk/forum/member.php?265719-Orange-Response

 

sent them a PM.

 

dx

[Somebody Told Me]

In addition to dx's suggestion you could also send them written complaint giving them another chance to exchange your phone.

If their reply isn't the one you're after request a 'deadlock' letter so you can escalate it with their Ombudsman.

[ptodd30]

I have just sent the orange response a private message so i will keep you in formed on what happens.

[Somebody Told Me]

Lets hope you hear something positive during the week.

[ptodd30]

Still no reply from Orange response....... Going to send a written letter hopefully i will get some sort of reply !!!!!!!!!!!!!

[Somebody Told Me]

looks like the Orange Response Team has gone for a burton - no activity since the 17th Sept.

Lets hope the letter brings you better results.

I'd give them a week to ten days and then chase them up again.

[2Grumpy]

she then informed me that different handsets have different reception qualities.

 

So Orange accept that some handsets will work in some areas when others won't.

 

I wonder if they are talking about all handsets of a particular type or a variation per handset. If the latter then yours has a manufacturing fault ...

alternatively ...

Presumably they either know that your type of handset has poor reception and they didn't inform you in any way before you entered the contract, or they don't know which ones are poor (in which case you might have a faulty one & they are guessing). Either way, you could suggest that they were negligent in not informing you that you might not be able to use the handset.

 

I would contact SE and ask them if they agree with Orange that your X10 has inferior reception sensitivity to whatever phone you had before & what your friend has - and tell them about your reception problems. Also ask for the actual receiver sensitivity figure.

 

And complain to Orange asking why they didn't inform you that they were selling you a phone with inferior reception quality that might not work in your house BEFORE you agreed to the contract

 

Perhaps Orange should put a drop-down for phone model on their signal coverage map...