Guest Niteflyer Posted March 21, 2004 Report Posted March 21, 2004 This is a rough draft of the letter I have sent to ORANGE. AM I WASTING MY TIME? Thanks ---------------------------------------------------------- On the 19th March 2004 I had my SPV E200 replaced due to a faulty handset and your courier (TNT) collected my OLD E200 from my address at approximately 10:30 AM. (consignment number 46977653). When I called your help line to explain that I had a faulty phone, your customer service representative told me that I would need a new handset and that I should remove my BATTERY and SIM and remove any numbers or personal details I have on the phone and give the old handset to the courier, I asked him it if that was all I needed to do and he said YES. I explained that I would not be home and that my girlfriend would be signing for the new handset. When the courier came, my girlfriend asked if ORANGE needed the card in the side and she was told “possibly, they may need to test the phone with it” and bearing in mind that your CS rep told me to REMOVE THE BATTERY AND SIM before I hand the phone over the SD CARD was left in the phone. The SD card was a BLUE SANDISK 256MB SD CARD and when I called 150 to explain what had happened I spoke to someone called ANN and she basically said TOUGH you shouldn’t have left it in the phone! And then was very sarcastic and refused to let me speak to a supervisor or manager. I then called again later that day to try to explain to a supervisor and yet again was refused!!! The CS representative asked me my problem and then said that I SHOULD HAVE BEEN TOLD TO REMOVE the card before I sent it back, well I WASN’T! He then said that he would talk to his manager and call me right back, well guess what? No one ever called back! This is NOT acceptable! That card cost me £45 and I want it back! I’m not asking for compensation or money from you, all I want is MY 256MB SD card returned! You have my property and after seeking legal advice, I cam inform you that what you are doing is THEFT! If you refuse to cooperate on this matter, I WILL contact OFTEL and I WILL take this to court, and I WILL be taking the attitude of your customer service Reps towards me further. They made me feel stupid and that it was ALL MY FAULT! I WAS NOT TOLD TO REMOVE THE CARD! MY GIRLFRIEND WAS TOLD THAT MAYBE ORANGE NEED IT TO TEST THE PHONE. If I have to buy a new SD CARD I will be contacting your senior management (as high as I can go) OFTEL and my solicitor for legal action. All I am asking for is my 256MB SD CARD RETURNED THAT YOU HAVE. Regards ------------------------------------------------------- Thanks Matt
Guest squall Posted March 21, 2004 Report Posted March 21, 2004 I cam inform you that what you are doing is THEFT! is it now! I normally keep letters a little more detached - but this is as likely to get a response as anything so give it a go!.
Guest Niteflyer Posted March 21, 2004 Report Posted March 21, 2004 Hey :) thanks for your reply :lol: Well basically I have a friend who is in his final few months of a LAW DEGREE and he says that they have property that belongs to me and they are refusing to return it, apparently it constitutes as theft?!?!?!?!? What do you mean detached? Thaks Matt
Guest squall Posted March 21, 2004 Report Posted March 21, 2004 No one ever called back! Id write something like "Orange then failed to return my call as they had promised" Also disagree with your friends enterpritation - as they had requested you remove the card before returning the phone i think they would argue you did not follow your instructions, and it was due to this that your card was lost. Still i would argue my case.
Guest Niteflyer Posted March 21, 2004 Report Posted March 21, 2004 Thanks again Sqall, actually they DIDN'T request I remove the card, all they said to remove was the battery, sim and any contacts stored on the phone. :)
Guest squall Posted March 21, 2004 Report Posted March 21, 2004 as i said try! but i know what they will say. Its going to be a long argument i think :)
Guest chucky.egg Posted March 21, 2004 Report Posted March 21, 2004 And the problem isn't helped by your GF taking advice from a TNT delivery driver. No offence to your Mrs, she didn't understand the process and probably didn't realise the delivery driver didn't either, but she shouldn't have tried to "help". It's the blind leading the blind. You're in for a long and frustrating fight. If you can get hold of a fax number for them a good tip is to print 3 copies of a letter stating your issue (make sure you put a contact number on it). Feed it through your work fax machine, taping the pages together into a loop and set it going. Once their fax server falls over they'll get back to you pretty quick.
Guest Niteflyer Posted March 21, 2004 Report Posted March 21, 2004 Thanks Chris.Orton, I will try that! I have a fax machine at home so I will do what you suggested. I understand that I am in for a a long fight here but it's the principle of the thing! If the CS reps had been more helpful and at least tried to help me instead of treating me like an idiot I might have let it go, but not now. As for my GF trusting the TNT guy, well she really didn't know what to do and I'm am EMT (emergency medical technician) and as you can guess it can be very hard to get hold of me during the day. She did try to but couldn't, so she trusted the TNT guy and all this happened. Thanks for your input guys. Matt :)
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