It seems "customer service" (I use that term loosely), are only too willing to accuse me of having abused the phone, even when I mentioned that many people here have had the same issue. The local Orange store manager informed me (incorrectly, according to their executive office) that the handset, even though being only 4 *days* old, would be "sent away for investigation and repair", and, bizarrely, the "Android team" in Plymouth, seemed to correlate my not so wonderful battery life with the crack in the silver trim, using that as an excuse why they could not replace the handset either
(customer services seem to only be willing to transfer you to them, and the guy seemed totally disinterested, possibly accusational towards me
I got the low down from the kind woman who replaced my 'phone - she said that their insurers no longer do couriered replacements as a matter of course, but the precise reason as to why? I didn't think to ask. I was told by another local store manager, that this new policy (which makes things harder for customers) not to do immediate swap outs, "puts US in awkward position with customers" -
I can see what she means, yes. The EE takeover seems to have made "customer service" (
) worse, not better - why would you want to do that? o_O
A quick Google of "Orange Customer Relations" found me the right number for the executive office, where I was greeted by an extremely charismatic and VERY helpful lady, who changed the previous CS advisor's:"Sorry, there's nothing else we can do"into:"that is totally unacceptable, I apologise, and it is obvious you are at the end of your tether by the fact you've had to call us, so I shall order the replacement now... would you like 9am-1pm, 1pm-5pm or 6pm-10pm?"
I wasn't too impressed that it had been implied that I had forcefully caused the crack to appear, even when I clearly stated that I hadn't, and asked him to consider that maybe the *design* was the aspect at fault, not the user.
Anyhoo, if anyone would like the number, I would suggest Googling "Orange Executive Office" - it's 0800 079 ****, but since they were so kind to me, I am reluctant to hand it out personally, since I was told it should not be online for the public, and it would be wrong to do so when she explicitly told me it is not public facing... but a little searching will find you it!
I have to thank the kind woman for putting her foot down and not being officious (which I did, genuinely and happily), which she so easily could have been, and resolving my frustrating issue.
Proof of replacement: