Terrible Orange customer service - again!

[Guest Renwaldo]

Just thought I'd share my Orange customer experience with the forum:

My E100 had been playing up for about 4 months now, and with various calls to Orange I finally got them to offer me a new E100 ( I had fully paid for Orange Care throughout my contract). The courier came when I was out of the house and colelcted my phone off someone else who was in - but he had never taken out the 256MB memory card inside it, with loads of stuff on it.

Understandably, when I realised this, I gave Orange a ring and asked if there was any way of getting hold of either, the courier, the company, or the place where hte phones finally end up (somewhere in Orange I found out). The answer was a flat refusal. However, I received this flat refusal 3 times as the new E100 keeps on cutting out midway through calls. So, I ask to cancel my contract then. I'm put on hold for 40 minutes, until I'm put through to some surly person in cancellations who says - right, you're cancelled in 30 days. No thank you for being a customer, no why are you leaving orange. Just that.

My bills have been over 60 each month, and have always been paid on time with no problems. I've had a phone with problems for 4 months and lived with it, hoping that the lies I had been told over the phone ('oh, it was a software problem but I've sorted it now' was a common one)

Surely Orange value their customers? Or not.

Grr!

[Guest ajb3000]

A couple of years ago Orange CS was the best around, recently however, they seem to have been rapidly accelerating downhill.

[Guest skyline_gtr]

orange customer service had been nothing but sh*t to me...

i am using a plan of $220 HKD (around $3x CDN) with something like 2000 minutes to anywhere and 1000 minutes to other orange users...

i got my 6600 (off somewhere else) but i lend my phone to someone and someone stole it off him...so i had to cut my sim card service(this was like 3 days after the bill has been cut for that month)....i reconnected after 2 weeks and i kept on using(i thought they still let me use the amount of minutes i subscribed for if i paid the same price) but then i got my bill and they charged me like $1xxx HKD (around $2xx CDN) since i used like 1800 minutes

my dad called them and they said they charge according to usage proportionally to plan...i talked with them and after 3 hours i gave up and my dad threatened them that he will cut all the contracts with orange(4 contracts 2G and 1 3G contract).....the guy got scared and said he will take the extra charge off each month on my account

but after 4 months they still didnt give it back ANYTHING....called in again..and u know what they said? :evil: :evil:

"i m sorry, our company does not give back what we charged users"...my dad slamed the phone down and gave up...

so to conclude....f*ck orange...i m switching to something else soon since their gprs is too expensive....($44 HKD for 1mb --> $8 CDN) and they dont have flat rate unlimited gprs!

[Guest drblow]

Still, at the end of the day, it's not really Orange CS's fault that the person who gave your phone to the courier didn't remove the card. Really, the responsibility lies with you to ensure you remove peripherals before returning it. OK, the fact that they mucked you about on the phone, and accepted your cancellation is pretty harsh - but really, what do you expect? Orange do not consider themselves to be at fault, they will consider your loss of the memory card to be your responsibility, so if you then demand to cancel your contract, why should they stand in your way? Are you just annoyed because you didn't really want to cancel it? Did you expect them to beg you to stay with a 4 month old contract?

I mean, I'm one of the biggest critics around here of OCS when they deserve it, but I reckon you're being a little too tough on them in this instance.

[Guest mcwarre]

I mean, I'm one of the biggest critics around here of OCS when they deserve it, but I reckon you're being a little too tough on them in this instance.

OCS Insurance cover is just that; an insurance. They have had to raise their charges (and impose an admin fee, in certain cases) because of excessive, nay fraudulent claims. I lost a T68i recently which had my O sim in it. Called OCS to get a replacement (under care) and was informed that I would have to pay £15 cos it wasn't my contract phone (MPx200) and therefore I had broke the T&C's of the insurance. The guy braced himself for an argument. I didn't argue paid the £15 as it was my own stupid fault.

Back on topic....

I always ask the OCS rep to make a note on my file and get them to read it back to me, take their name and extension. That way I am covered if they agree to anything which they then renege on. Worth noting...........

[Guest Renwaldo]

One:

All I was asking for was a simple phone call, or at least SOME effort other than a blatantly lazy No. I hate it when people can't be arsed doing something simply through laziness - especially when it's costing me money! I realise that in the t&c it says blah blah blah but I was only asking fora bit of help, not demanding that my memory card be returned to me.

Two:

I've had the contract for 3 years now, but the phone had been playing up for 4 months. I'd expect better customer service to such a long standing customer.

[Guest mcwarre]

I've had the contract for 3 years now, but the phone had been playing up for 4 months.  I'd expect better customer service to such a long standing customer.

They don't give a flying monkies about long standing customers. I have been a customer since a month after O started up. All they are interested in are new contracts as that is a 'new customer'. Plain and simple..................

[Guest c0v0c]

Be careful PPL, I'm on my 3rd SPV E200 since i upgraded 4months ago, various sticky keys, answer key completely packed up on 1st phone and on the last one the number 4 stuck and would only be cancelled as a command when another key was depressed.

Heres the WORST bit, i exchanged my last phone with the courier in a little bit of a rush, 1/2 hour later realised i didn't remove my expanded 256Mb card!!!!

I run a small company, have 5 handsets connected and spend a considerable average of £350-500 per month on bills, did they do me any favours when i rang to recover my card OH NO...

The phones apparently go back to a repair centre, they are then effectively separated into bins of phone types for repair, and therefore they have no trace of which phone came from who...

Yeah right, like a handset doesn't have an IMEI number - Truth is the search for your phone is un-economical.

Well i'm gutted, added to by the fact that the phone contained "Uh hem" pictures and videos of the missus.... Ooopps

They had the cheek of stating I'm one of many with this current dilemma, and they hear it often, well FFS Orange, change your Policy or have a check in procedure!

The lady said i advise you remove any such memory before returning the handset!! Well DUURGHH, i f*cking know that but mistakes happen and they hear it everyday and what good is post-event advise anyway???

Now here's an idea if you want a CHEAP memory card from someone whose bound to have loads not to mention some bundled HOME PORN from all up and down the country? Well befriend a bloke who works for Orange.Uk repair centre, his the man for sure!!! LOL

[Guest flaf]

It worked alright for me. When I called my phone didn't work they came to my school the next day to pick it up(and I didn't forget to take out my 256mb sdcard :wink: ). Four days later I got a brand new one. They always answer every little question I've got and for the first time in my life I got the feeling they didn't want me too ditch me at a customer service.

Thank you orange!

[Guest Helix]

Orange do clearly say "remove any memory cards", "we only need the handset". I've had my E200 replaced twice now and the care I have recieved has been good.

[Guest c0v0c]

Orange do clearly say "remove any memory cards", "we only need the handset". I've had my E200 replaced twice now and the care I have recieved has been good.

They say "we only need the phone, keep your sim card and battery..."

They simply don't quote retain your memory card and as i reported both the general customer service and business direct 345 line both had Orange employees informing that this is a common issue, so clearly if they stated to you "remove any memory cards" then you was an odd one out, hey I do admit its my fault though, but Orange are fantastic in every other experience I've had through many years so I expect they will deal with this issue sometime in the future..

[Guest smith2001]

in my 4 replacements each CS advisor has said "please remove the memory card, battery, and sim card, we only need the phone itself" 4 times after replacing i seem to have got a good e200 for once. hopefully it will last. shame my 6 months free text runs out next weekend :D

oh and the replacement e200's now come with the new rom pre-installed

[Guest pd.ryder]

Smith2001 - does that mean the video recorder's sound doesn't work, the audio is soooo tinny, BT range effectively halved, etc, etc??

[Guest macpegg.uk]

the system clearly states to keep h`set or batt, or the sim and sd card, if the person who told says it doesn`t then that person should`nt work for Orange, it clearly states On merlin, before you put the delivery date into the system, before ya have to mention to keep the h`set or batt or sim card.

[Guest pd.ryder]

All these O employees on the forum :shock: We can't even moan about the buggers now :D

Maybe they can add sense to all the confusion :?:

Problems I reported months ago are still related again in these pages as "O have never heard of this issue" :!:

How can that be? Do customer's comments not get logged? Do problems I've discussed not get passed along - or even logged (especially if there's no "do this" dialogue on the operators' screen)?

I'm stuck with a 7210 at the mo which I'd taken off contract, paid up the remaining contract and told them I'd use as a PAYG emergency phone. It's barred - on all networks. They insist it's not on their black-list and dare suggest it's a handset problem. The blighter worked fine before they switched it off!

Don't suppose anyone can help - O employees reading this - :wink:

[Guest Colonel Trouble]

Someone do me a favour , whats the phone number (UK) for orange customer service and motorola customer service ?

Thanks

[Guest simonbratt99]

My bad experience.....

My E100 is not holding a signal, ie looses signal and the only way to get it back is to turn it off then on again..

First i was told ill get a responce in 72 hours, then was told can be up to 6 days, then told 9 days.

Day nine asked to speak to someone who didnt have a hand up thier ass.

He was good and got a response the same morning. Unfortunately O tech supp asked the same questions i had already told them (via cust serv) on day 1. (and tech supp say " were sure its not your phone...") well im sure its gotta be.

So i did what the nice man suggested, was to get a Phone from O shop (£50 deposit) and see if that has the same prob with my sim card..... no problems at all.

Phoned O cust serv back, they emailed tech supp with my news and i was told to wait up to 9 days AGAIN!!

So i asked to speak to the helpful man i spoke to last time, (as he said to ask for him if there was any problem) he wasnt there, O cust serv couldnt tell me if he was on holiday, away, couldnt take a message.

I think 9 days to wait to speak to someone about technical issues, is a joke in todays world. Most other products (and im in IT guy) you can speak to someone techy usually within that same phone call (even if you do wait in a queue) 9 days!!!! sort yourselves out!!

Still waiting.......

[Guest Jon_]

Well i spoke to Orange customer service this morning regarding a sticky 4 and backspace key, one IMEA check later and they arranged a replacement handset to be couriered to my house this evening. The wommen at CS clearly said to me they only need the phone, no sim, no charger, no battery, no memory card and none of the packaging etc, Im evening going to take the cover for the headphones incase i loose one of those in the future!

I was expecting a lot more work to get the problem sorted but have to say Orange customer services in this instance is excelent (well so long as the replacement phones arrives tonight!)

[Guest pd.ryder]

They will charge you £15 - regardless of how long you've had it or who's "fault" it is. Imagine being asked for money if you took something back to ANY other shop because the product was faulty! None of us would be willing to cough-up I'm sure. It cost me £45 because I had 3 faulty E100's - none of their problems was anything to do with me (other than turning it on and -er- making phone calls). Effin' anoyin'!!!!!!

[Guest Dr Who]

They charged you????

I know they CAN charge you but I have swapped my phone twice (last time 2 weeks ago) and they have waived the fee both times. The phones were found to be faulty both times by their diagnostics. I wouldn't countenance paying for them to rectify faulty goods.

[Guest pd.ryder]

I kinda said that to them - only I used a few less syllables :wink:

The beggars still charged me and, yes, their diagnostics pointed out a faulty handset (three successive E100's) :shock: The 4th time I declined a replacement and insited on an E200 :P

[Guest mattat]

Well - to be fair to Orange, I found that the screen on my P900 had cracked, rang up Orange and thanks to Orange Care had a new phone within 24 hours of the phone call (and it would have been sooner, but I had to go out during the day). They didn't even mention charging me £15, and this wasn't really a faulty phone, but instead I'd probably banged it somewhere. Guess sometimes you get unlucky, but on the whole I've found them to be excellent.

[Guest smith2001]

in my 4 replacements, never been charged once for it, i would however not argue if i lost the phone and needed a replacement, but the actual phones fault, as in with warranty, i would not cough up at all!

[Guest Jon_]

I never got charged, but since the phone was faulty I wouldnt expect to be charged for it

[Guest pd.ryder]

It'll just turn up on your bill - you'll see :P Then you'll complain and hopefully get a credit on your next bill having paid the damned thing on your present bill :roll:

Anyway, I suppose it can be reasonable value if you've smashed the screen or driven over it or something. Its just so infuriating when you know its no fault of your own :x