Is this thread still active? I have a serious complaint against Orange on behalf of my mother..
To cut a long story short, after 58 days since the original request, 8 separate outgoing phone calls to Orange, 1 incoming call from Orange, and planned disconnection from the service after 31 days notice, my mother STILL does not have the phone unlock code that she has requested.
Each time she telephones, she gets a different story which basically offers no real explanation as to why she does not have it yet, and a promise that it will be delivered in 'x' number of days. A large part of the problem is that it is very difficult to speak to someone that is not indian (no offence intended) and able to communicate effectively and outside what seems to be pre-defined responses. On one occasion the operator informed her that she could see the code on the screen, but was not allowed to tell her what it was, and that it would be in the post the following working day (this again proved to be false information (a lie?) as 15 days later it still has not arrived). On another occasion, we were amazed that someone actually called back (after about 40 days since the original request) that seemed to be able to offer assistance. He (I cannot recall his name) spoke to me, and suggested that he would 'fast-track' the request which would take 3-5 days and ask that it be sent to him or one of his team, who would then text it to my mother and follow on with a phone call to ensure that she has recieved it. Unsurprisingly none of this happened.
One operator suggested she do it herself by going down to one of the phone unlock stalls on the market. In desperation, she tried this, to be told that in order to unlock her particular phone it needed to be opened up to gain access to a test point, or unlocked with a code from the operator. She was not keen to have her phone opened (and why should she need to take this action?).
What on earth has happened to Orange CS? I imagine that if she was ever able to get past the first line and speak to someone with whom she could communicate the issue effectively, it might actually get sorted out.
So far she has had to buy a phone to use on the new network (albeit a cheap 20 quid heap o'crap), and we have paid a tenner or so on websites for software/codes that haven't worked...
Is there an address that we can write to that might actually effect a resolution to this problem?
Edited by Jasonkruys, 30 July 2008 - 05:56 PM.
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