Orange customer service woes...

[Guest bosshogg]

I'm having a rough time with Orange...I know some Orange staff are members here so if anyone has any advice as to what I can do to get my problem sorted I'd be really grateful! At least you might get a chuckle from my sorry story.

I've been an Orange customer for about 8 years, and I have two handsets on one of the Talkshare plans. Last week both I upgraded since both were out of contract so last Wednesday, a shiny new SPV M500 and a K750i (for the wife!) arrived.

Straight away I realised the M500 hadn't come with a SIM card so I reported that immediately. The K750i did, so later that night I called OCS to get the SIM activated. This was done, and a couple of hours later the K750i sprang into life. Cue one happy wife.

Shortly after, my M500 couldn't make calls any more. It quickly became apparent that OCS had disabled the wrong handset, and the K750i's SIM was now bound to my M500's phone number. I called OCS straight away to get this rectified, and was told that as the SIM activation system was quite busy it would probably be sometime in the morning when it took effect.

So Thursday comes, and by mid afternoon I call OCS again since nothing has changed.

At 7pm on Thursday evening, my M500 SIM comes back to life. Phew. The K750i displays the message "SIM Inactive", which I assume is a temporary state until it is reactivated.

A few hours pass and the K750i is still dead. I call again, only to be told to leave it overnight as it can take up to 24 hours for the messages to reach the phone.

It's now Friday, and the K750i still doesn't work. I call OCS again, some more diagnostics are carried out, some more SIM messages are sent. Still nothing. After a couple of hours, the agent tells me that she must log this with Technical Support, who have a response time of 7-10 days, but am assured that it is unlikely to be this long.

The weekend passes.

Monday morning, I call again, and this time ask to speak to a supervisor since I'm not too happy with the length of time orange are taking to correct their mistake, and want to know if this can be speeded up. There isn't one available, but am told one will call me back before 4pm.

Yeah, right.

Tuesday. I call again, explain the whole scenario again. The agent notes that a response has been received from technical support, and asks me to try something (swap the bad sim into my M500 - no change). She says in that case, I need a new SIM card, which will take up to 2 days to arrive in the post. Aha, I say, I already have one which I requested for the M500 and haven't activated yet. I put that in the K750i and get put through to activations. No probs, they say, give it a couple of hours and it will all be working.

It feels like this whole sorry thing is coming to a close. I even get a little excited for 4.45pm, when I can turn the K750i on and be able to make calls.

4.45pm. I turn the K750i on. Yay! It's up.

4.50pm. M500 goes down. Yep, they've done it again. Disabled the wrong handset, bound the K750i's SIM to the wrong phone number.

I call OCS again. I explain the problem again, and this time I demand to speak to a supervisor, and ask to stay on the line while one is found. The agent comes back after a few minutes, very apologetically, saying that the supervisor won't talk to me since there's nothing they can do. All they can do is log a call with Technical Services again, who will hopefully get back to me withing 24 hours.

So to summarise:

- I have been 6 days without a service that I am paying for

- I cannot get a supervisor on the phone to complain to

This is driving me nuts...

Does anyone know what the next step is in making a complaint about this? If I can't get a supervisor on the phone, who else can I talk to?

sorry for the rant :cry:

[Guest dolphinsmile]

Thats very wrong of them.

I feel your pain.

keep giving them hell but never swear as they'll drop you like a brick.

Demand a refund on the days you've been out of service.

Ask for a £20/£30 pound credit on your account for all the problems.

Dont you have 14 days to return the phone?

Send it back then wait a little longer and ask for the same phone again.

8years you must know how orange work by now

Good Luck.

[Guest beersoft]

ohh, thats not a good thing :S

i had a problem like that years ago, orange sent me a bigsim simcard (and old style one that was creditcard sized) which took them 14 days to send me the propper shaped one

i would do one of 3 things

1) have a day off work, get a few bottles of wine, and call them every 30 mins till they give in, then get plastered

if that doesnt work

2) call the billing people and request in the strongest terms posible that you should have a refund of lost rental, and some nice goodwill gestures

and if that doesnt work

2) moan at the retentions department, ask for there supervisors and kick up a polite fuss and fingers crossed they can sort it out and not make you look for a new network

later

Owen

[Guest bosshogg]

cheers for the replies. I'm liking option 1) beersoft, liking that a lot...

I should point out that the OCS operators (the people that take the calls) have been pretty good throughout, no complaints about them at all. It's just...I want ONE PERSON at Orange to take ownership of this problem until it's resolved, so I don't have to keep explaining the whole issue to different operators each time I call...

I'll let you know how it pans out.

[Guest Will]

If you feel really strongly about it, strong enough to leave orange because of this issue, ask for the supervisor to EMAIL the 'Executive Office' - this is a team of guys who take the issue, and solve it!!! - well they failed to when I was forced to utilise them..

THEY ARE A LAST PORT OF CALL THOUGH....