Posted by xboxman
Ok last saturday the 30th june i rang orange with a problem with the touch screen on my p990 (was on hold 4 15mins reporting a very high number of calls rang around 4pm) ok have u tried a master reset, taken the battery out yes tried all that well ok the system says its faulty will send u another tomorrow with a £15 charge, great or so i thought.
Sunday the replacement turns up (phone is dirty e.g dirt and grim all over it, like just come out of someones pocket) so the first thing i do is the update via seus i kept getting on xp that the device had malfunctioned. Get that working it updates 2 oranges latest firmware r4. Then the phone takes 20 mins 2 boot up, i try the phone out get stuff like opening a new wallpaper could take up 2 10 mins 2 load up and to top it all it wont take any memory cards saying all corrupt. Next i ring orange on hold for around 12 mins again reporting they have a very high number of calls this was around 1pm. Tell the bloke the problem have i done a master reset taken the battery out ect like last time, ok system saying handset faulty will send another tom but wont charge u the £15 because i had been sent a faulty 1. Great no problem or yet again so i thought.
Monday 9am my next 1 turns up dirty like before, did the update started putting my things on only 2 find out that the flip is faulty. It kept fashing the flip closed and flip open screens without even touching the thing. Ok time 2 ring orange again (getting a little mad now), ring them about 2pm get told that they have a very high number of calls again and was on hold 4 around 10 mins. Tell the bloke the problem and get told he would have 2 send it 2 tech support y i asked, he tells me that maybe able to solve the problem over the phone, tell him of my discussed he says nothing he can do. 10 mins later he rings back saying they would replace it once again.
Tuesday next handset turns up dirty like the other 2. Do seus all ok so far, put my stuff on it etc then think blimmy signal aint very gook in a full signal area i was getting 1 or 2 bars. Ok time 2 ring orange again, on hold 4 around 18 mins high calls again get through 2 a bloke that can hardly speak any english tell him my problem gets me 2 do a series of network searches and battery removals tells me how clever my handset was picking up an o2 signal but when i tell him i know every phone picks up all the networks and that it was also clever not picking up an orange signal his tone changes and tells me that tech support would have 2 look in to it and would take anywhere up2 7 days 4 an answer, i ask to speak to a supervisor the bloke gets very shirty and tells me that they would ring me back but could take upto 2 days before someone rings me back. that same evening around 630pm i have someone else ring asking me to do the same things the bloke earlier had asked me 2 do so i again ask to speak to a supervisor and get told it wouldnt matter as they could do nothing more than what was happening anyways so really what did i need to speak to them anways, so i persist and get told they would ring me back later that day, guess what no one phoned.
I didn't bother ringing them on wednesday as i thought i would give them a chance to ring me before i ring them again.
Thursday i ring again (on hold again 15 mins very high number of calls again 6pm) to find out what was happening only to be told that tech support had come back with that i had logged on the network at such and such a time and that the problem was resolved, so i tell the bloke again that its because i only getting 1 bar signal in a full signal area he then takes all the postcode that i had been in the past 2 days and checked the masts they all transmitting correctly so he said i will post this back to tech support and tell them that the handset seems to be faulty, still nothing from a supervisor.
Friday ring again 3pm (on hold again 20 mins high number of calls again) to be told that neither tuesdays calls or thursdays calls had been logged angain i ask to speak to a supervisor will ring me back. He logs it over to tech support again.
Saturday ring again 9am (on hold again 15 mins still high number of calls) to be told that tech support had done a series of test calls that had come out positive to which i tell the chap that surly means that my phone would have rung and been answered to his responce yes, so i tell him that my phone had not rung by them ohh he says ok i will send it back again.
Sunday ring at 830am to be on hold for 30 mins due to high number of calls ON A SUNDAY MORNING. i hang up after 30 mins. I then ring the cancelations department tell them i want to cancel my contract to be told that she would assist me to get the situation sorted, she put me through to the handset fault dept, a chap comes on the line to tell me that tech support had said that another set of test calls had to be done he tells me that he would just put a report back that the test calls had been done and come back as not working.
Monday ring at 930 on hold 15 mins still high number of calls get through and my signal cuts me off. Now did the nice chap at orange ring me back DID HE HELL. Ring again 10 mins later 5 mins on hold get cut off loss of signal again. Ring again on hold 20 mins again and the chap tell me another handset could now be sent out now wait, with another £15 charge. i ask him why and get told because its been 4 days since the last 1 had been sent out now i have to be charged again, ask again to speak to a supervisor and get told that this once he would take the charge off.
Tuesday the phone turns up. The phone is again dirty like it had been in a barn with cows, hairs stuck in it the little rubber but thats on the camera cover just about hanging off and loads off dust in the keypad, but the phone seems to work.
What the hell is going on with Orange sending phones out that dont work and are dirty, i thought reconditioned ment that its something that has been service to look and be like new?
As for the customer services what a load of rubbish always have a high number of calls, is people complaining about all the faulty phones they are sending out.
grrrrrrrrrrrrrrrrrrrrr
Rant over.
Posted by paul101
change to voda... they repaird my phone but when it boke again i got a BRAND NEW ONE.
Posted by Wuz
I truly sympathise with this...painful reading.
Now that you have taken the time to document this episode, I would recommend going to a little more trouble:
Send this to Orange 'Customer Relations'... worse that can happen is you waste the price of a stamp. However, Orange are making a big thing at present about how they accept they have taken their eye of the ball and wish to be more customer focused in the future. You never know, you may get some form of recompense, and a deserved apology.
Posted by xboxman
Yeh thanks i will do this was thinking of sending them a nice letter telling them how happy i am with their service. Does anyone know if the post address is the same as on my bills?
Posted by xboxman
On 2007-07-11 00:36:25, Wuz wrote:
I truly sympathise with this...painful reading.
Now that you have taken the time to document this episode, I would recommend going to a little more trouble:
Send this to Orange 'Customer Relations'... worse that can happen is you waste the price of a stamp. However, Orange are making a big thing at present about how they accept they have taken their eye of the ball and wish to be more customer focused in the future. You never know, you may get some form of recompense, and a deserved apology.
yeh i think i will send them a nice letter saying how happy i am with their service, so anyone know what the address is where i have to send it is it the same as on the bills?
Posted by goldenface
Good idea wuz.
Orange is in the doghouse at the moment so you should get a good response to things like this - they are well aware of their shortcomings right now.
Posted by Dogmann
Hi all,
Unless it's changed you want to contact the Executive Office as they are meant to deal directly with the Directors. Try a Google search that may give you the results you want.
Marc
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[ This Message was edited by: Dogmann on 2007-07-11 13:57 ]
Posted by xboxman
On 2007-07-11 14:57:02, Dogmann wrote:
Hi all,
Unless it's changed you want to contact the Executive Office as they are meant to deal directly with the Directors. Try a Google search that may give you the results you want.
Marc
_________________
Nokia N95, 2gb Sandisk, Fring Shure EC2g
Nokia E61 2gb Sandisk, Fring, Tom Tom 6
Dogmanns N95 Blog Experience @
http://dogmann.vox.com/
[ This Message was edited by: Dogmann on 2007-07-11 13:57 ]
found this on a google search would this be the ringh address its near the bottom.
http://www.bbc.co.uk/consumer[....]og/penalty_charge_for_nodd.rtf
Posted by N-er-G
I'm a costumer at Orange Romania... boy it sucks! I was calling for like 6 months until they managed to fix a problem with my number!!!
I would like to change for Vodafone, but all my friends and family are on Orange.
Btw, the high call thing, I ALWAYS observ it, no mather in what hour, or what day. It's just ridiculous!
Posted by baconnugget
i have just put a claim in using orange care for n95, i should receive it 2mo morning btw 9-1 if im not there to collect i will be charged £13 on top ov the £15 excess lol i hope they give me a handset that works
Posted by xboxman
On 2007-07-11 16:08:11, kokoko wrote:
i have just put a claim in using orange care for n95, i should receive it 2mo morning btw 9-1 if im not there to collect i will be charged £13 on top ov the £15 excess lol i hope they give me a handset that works
it wont be new it will prob be just like mine wont work or is dirty, watch out for the lake of mud that comes out of it lol
Posted by squao
orange always replace your broken handset with a refurbished one, do feel sorry for you.
Posted by Seanyb2
I remember too years ago i was with Vodafone and my W900i died on me. That same day took it into Vodafone shop and they sent it away and re flashed the software. Now they said it would be a week and to my delight it came back a on the exact day they said it would fully working and they even send you a text to tell you how your phones repair is progressing and also a text when its back. So i say compared to Orange when i used to have replacement phones sent to me by them they used to look new but they were always faulty. I would say Vodafones repair service is the best. Though it was a while ago hope its not worse now.
This message was posted from a 6300
Posted by fatreg
On 2007-07-11 12:49:23, xboxman wrote:
Does anyone know if the post address is the same as on my bills?
No it's not!
ORANGE PERSONAL COMMUNICATIONS SERVICES LIMITED
ST JAMES COURT
GREAT PARK ROAD ALMONDSBURY PARK
BRADLEY STOKE BRISTOL
BS32 4QJ
is where you want to send it..
Attn: Sanjiv Ahuja..
He is the CEO so it'll go to the exec office and they will sort it pronto
or........
I'm not advising this... but...
08708700862
is Orange exec office
Or...
you can go the proper way..
Customer Correspondence,
PO Box 10,
Patchway,
Bristol,
BS32 5BQ
or...
If you want to write to Mr Ahuja...
50 & 52 George Street
London
W1U 7DZ
is where the man works
I suggest the London address with a recorded delivery letter...
they have to by law reply within 14 days!
don't forget your mobile number and account number on the letter
good luck matey!
Posted by baconnugget
i claimed orange care on k800 when it was new and i received a brand new handset must bcoz they had no refurbs
Posted by fatreg
^^^ less than 28 days you get a BNIB phone....
Posted by haynesycop
WOW that is so bad, you've been so patient i would have well lost my rag by now. I would say that you want to cancel there and then regardless of whats left on the contract for FREE! Anything is worth a try after that all those premium calls aswell, good luck with it.
Posted by fatreg
I'm getting ready to have a benny at orange too...
I changed my GPRS bundle last month and the lady said sure that's fine it'll be done today....
found out my old one was removed but my new one not put on til my next bill date...
so that's about 20 days of being charged £3 per meg....
not seen my bill yet! :/
will be a letter dispatched to Mr Ahuja... I'll be getting me lots of free data from them!
Posted by dougproctor
I'm just about to blow my top at them as well. Trouble is, unlockings are done from India and I get no joy as they must be reading from a prepared script. I ordered an unlocking 15 days ago and have I seen it - no way! I rang two days ago and after trying to fob me off, they said I would have it within 48 hours. That's up in 7 minutes time. So much for the 7-14 days they said it would take.
The annoying thing is I ordered another unlocking on an upgrade two days ago and I wait with baited breathe for that one. I'm going to threaten to send the phone back and cancel my upgraded contract if it does not appear!
Useless company, I mean, I'm paying for the flamin' thing!!
Doug
Posted by dougproctor
Gave them a ring..... 7-14 working days - doesn't include weekends! Oh, why did no-one tell me that? Given them to Friday and then its the phone back and intended contract cancelled. If I leave Orange then in turn will both my wife and daughter. Certainly got their interest - and a UK call centre!
See what happens
Doug
Posted by xboxman
On 2007-07-11 19:23:33, fatreg wrote:
If you want to write to Mr Ahuja...
50 & 52 George Street
London
W1U 7DZ
is where the man works
I suggest the London address with a recorded delivery letter...
they have to by law reply within 14 days!
Thanks fetreg, nice to know someone knows something about Orange even if they dont lol. So any ideas on what i should be asking for in conpensation?
Posted by fatreg
depends on what you want really..
upgrade? free mins? cancel contract? refund care charges?
I'd possibly go for the upgrade.....
EDIT: oh and I got away!! i still know my Orange stuff!
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[ This Message was edited by: fatreg on 2007-07-11 20:31 ]
Posted by xboxman
On 2007-07-11 21:31:05, fatreg wrote:
depends on what you want really..
upgrade? free mins? cancel contract? refund care charges?
I'd possibly go for the upgrade.....
Well still have 9 months left on the contract bloody 18 months wish i had stuck to my guns and gone with 12 months.
Upgrade? Only thing is there really aint nothing i want at the min, sort of coming around to the idea of a p1 but think i would miss the flip to much and with the people saying that p1 is and p1 isnt a replacement to the p990 i really dont want to have got a p1 then the next p990 comes out if u get me?
any ideas on the upgrade fetreg? as for mins im on the 500 mins unlimited texts for £35 so dont really need any of that, so really not sure but if you lot come up with the ideas for me i will go through them and see what ones i would go for.
Posted by fatreg
ask for money then!
9 months free sounds good to me!!
Posted by xboxman
On 2007-07-11 21:40:32, fatreg wrote:
ask for money then!
9 months free sounds good to me!!
yeh sounds good but dont think they would do thast for me do you?
do you think if i ask for my contract to be set now to 12 months instead of 18 do u think that will do it?
Posted by fatreg
I see no reason why not...
I don't work in exec so have no idea how they work but if you have spent enough I don't see that it will be an issue!
Posted by xboxman
ok mate thanks muchly will give it a try tom will have to re write my rant for them but hopefully something will be sorted this time. Will keep you all posted.
Posted by fatreg
coolio!
good luck matey
Posted by Mr Miyagi
If your with o2 online they have a good return policy, after 28 days they will replace the handset with the same model but a refurbished model, but lets say you have had 4 handsets of the same model and they all go faulty(including the original one), then they will offer you a choice of alternative handsets. don't think other networks do it that way.
Posted by fatreg
orange do do DMR...
if you have 3 of the same phone with the same fault they will offer you 3 diff phones....
it's how i got an N70 from my 6680
Posted by xboxman
On 2007-07-11 22:22:33, fatreg wrote:
orange do do DMR...
if you have 3 of the same phone with the same fault they will offer you 3 diff phones....
it's how i got an N70 from my 6680
how comes i havent been offered that then?
fetreg what about asking for a spv m700 or the m3100 i know its not a se but they are the only 2 that seem to have a little appeal to me, there really aint anything else there m600 is still there but no p990's so me asking to get a brand new one of them is prob very slim aint it?
Posted by fatreg
if they have all been the same fault, tell them you have lost faith in the P990 and want a different phone..
or be blunt and say someone has told me I can get a DMR what's one of them!?
they phone will have the same specs as the P990i, So I guess M3100 will be on they offer you!
Posted by baconnugget
receieved n95 this morning looked brand spanking new, the screen is alot better on this one and no buzzing
Posted by dougproctor
Orange are a CRAP company! There, I feel a bit better.
Doug
Posted by xboxman
Fetreg
just finished my letter to Orange do you think i should send it here to?
Orange
Orange Executive Office
Senhouse Road
Lingfield Way
Darlington
County Durham DL1 4YG
Posted by Miss UK
Thats really bad make sure you gt that letter out asap and let us know what goes from there
do orange charge for customer services?
Posted by fatreg
nah..
don't send it there...
send it to the London address...
Lingfield way is call centre!
woohooo..
called orange and had all my data charges refunded!
ahhhh....
Posted by xboxman
Ok just had a phone call from Debbie at the executive office.
Well had a missed call from them and i was left a message with her direct number.
She said that she was really sorry for all the problems that i had had with the replacements that i had recieved and that she didnt realise that the handsets were being sent out in such a state and she could offer me another p990 but it would come reconditioned again and seems it looked like they were all coming out in the same condition it prob wouldnt help any. She then asked if the handset i using now using working ok, i told her that it seemed to be working ok at the moment and she told me that if i had anymore problems with this handset to ring her direct and she would replace it with something completely different.
She then said she would give me 2 months line rental free to say sorry.
thats it Oranges quick way out i suppose nothing will be done will it. It will be the same old Orange of late looking after their PAYG customers more than the contract ones that surly spend the more money (did comment on this in my letter).
Thanks for the help fetreg, i sent the letter to the london address the exect office and the st james court address just to see if anything happens with the rubbish service but i guess it wont lol.
Posted by Miss UK
it's been almost 2 weeks and ive not heard nothing from 0range about there tariffs nor a quick grab me away from 02 lol
has there email system gone to pot haha
Posted by xboxman
On 2007-07-25 16:05:20, miss uk wrote:
it's been almost 2 weeks and ive not heard nothing from 0range about there tariffs nor a quick grab me away from 02 lol
has there email system gone to pot haha
Normally i find Orange only reply with an email saying sorry to hear about your problem please ring 150 or 450 on pay as you go and customer services will be more than happy to help you, but dont forget this is Orange and no one there wants to help and its just like their on hold message "your call is inportant to us" hummmm i think not.
Posted by Miss UK
Maybe they don't have many telesales staff anymore
Posted by Djrj
hehe and i though it was a problem of orange on this country... guess its ALL of orange that has that crappy service..
Posted by Miss UK
they didn't always be that bad apparentley..
a few years ago they were better value and everything
ive never personally used them myself but when they were better they did respond to emails haha
Posted by Lo-couk
Why are Orange so dysfunctional for such a large company, you'd think they would re-furbish returned phones to new condition as most of the other main providers do.
Horror stories like this make me so happy I have O2.
Posted by xboxman
On 2007-07-25 14:05:18, xboxman wrote:
Ok just had a phone call from Debbie at the executive office.
Well had a missed call from them and i was left a message with her direct number.
She said that she was really sorry for all the problems that i had had with the replacements that i had recieved and that she didnt realise that the handsets were being sent out in such a state and she could offer me another p990 but it would come reconditioned again and seems it looked like they were all coming out in the same condition it prob wouldnt help any. She then asked if the handset i using now using working ok, i told her that it seemed to be working ok at the moment and she told me that if i had anymore problems with this handset to ring her direct and she would replace it with something completely different.
She then said she would give me 2 months line rental free to say sorry.
thats it Oranges quick way out i suppose nothing will be done will it. It will be the same old Orange of late looking after their PAYG customers more than the contract ones that surly spend the more money (did comment on this in my letter).
Thanks for the help fetreg, i sent the letter to the london address the exect office and the st james court address just to see if anything happens with the rubbish service but i guess it wont lol.
Ok just for everyones update to this i have now recieved my first bill since i was told by the exec office that i would recieve 2 months line rental free and guess what the f****rs have not done it.
Thats the final nail in the coffin for me and Orange will not be going there again o2 Voda what you gonna offer me then lol.
Any ideas on what to do next?
Posted by goldenface
My god, its enough to put you off mobiles altogether, now they're not keeping up their promises.
Hard lines matey, can you not just bring your contract elsewhere now?
Check out this High Steet Round Up or just ring one of the others up and tell them you want to move over.
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[ This Message was edited by: goldenface on 2007-08-17 07:50 ]
Posted by xboxman
Yeh would love to move on but am still stuck with it for 6 months bloody 18 month contract thats the last 1 of them i do.
any other idea guys and gals
Posted by dougproctor
The problem with Orange is you have to chase chase until they do what you ask. I bought an upgrade and got given a discount of £100 against my upgrade fee of £100 as i was a bit early in upgrading therefore nothing to pay!
When I got billed, I found my bill was about £17.50 more than I expected to pay. Found they had added VAT on to the bit I had to pay - the upgrade fee - but not to the discount I received!
Told them to stuff it or i would go elsewhere. Awaiting my bill now to see whether they have done it or straight back on the phone.
Taking the urine one would suggest!!
Doug
Posted by darrengf
I was with Orange for 8 Years, in the last year it was crap customer cad, Bills wrong every month, network problems, on hold for 1 hour at a time, phone problems, They even managed to block my bank account due to some one inputting the numbers incorrect.
I then got a letter demanding money of me when they gave it to me in error,
I got my pac code 3 months early, told all this to orange and there response was oh were sorry, we are changing. Next person i spoke to was to be honest we are crap and its since FT bought us, Its all money with them and not bothered about customers. He even told me that he pays o2 to have a contract with them as he cant stand the orange branding on the phone and most of the people working for orange are the same.
So thats my rant over and of to o2 i went. Customer service is superb, Network so much better (Ok 3g is non exsitance) but never had 1 fault with the phone and 1 fault i had with the network was sorted out in 30 mins with 2 calls from the engineers.
Shops are happy to help and try to do everything possible.
oh and so far ive transfered over 30 of my friends contracts to o2 contracts and i can say the same that they have told there friends.
Orange read these forums so they need to start to listen, Customers are still leaving in droves even you offer unlimited sms or calls, its the other things you charge for that are expensive and these start to add up.