Orange Care

[Guest spikex]

Hey everyone. Just got a few rants about Orange Care that you might all like to know.

For those who still believe in insurance and customer care...well maybe Orange need re-educating on this.

I purchased Orange Care on my SPV C500 it was on Pay As You Go.

I had registered the handset and SIM card and paid the amount for the Orange Care service.

Because I wanted to use my Vodafone contract SIM in it so I unlocked the handset and used my Vodafone SIM Card.

The Orange SIM was used occasionally from time to time and I did top up some money from time to time just not frequently throughout the year I had the handset.

When it came to make a claim on the Orange Care insurance for my C500 (because I'd accidentally dropped it) and the handset intermittently kept resetting itself, it all got sorted and the new handset arrived.

I come to open the box and they'd sent me the original SPV. Yes. The very first SPV that ever came out. I was thinking. This must be some kinda mistake so rang them up to explain what had happened.

The guy I speak to at Orange Care tells me he has to contact the insurance guys and then gets back to me. He tells me that I have been sent an SPV because the insurance has defaulted to this handset rather than thhe C500 because you have been using your Orange SIM card in an SPV handset and not the C500. I was utterly shocked to hear this. I didn't have a rant or rave at him cos I know he's just a messenger.

I then write a letter to Orange Care product insurance going through every little bit of the Terms and Conditions and its quite clear in their T & C's that the insurance is on the handset and not on the SIM card.

They e-mail me back and tell me it's a mistake and they'll rectify it.

So a few days later I'm sent a Jiffy bag. No instructions or anything whatsoever. Just a jiffy bag with a Freepost address on it. Well what the heck am I supposed to do with it? I can only assume it's to send the wrong handset I received back to them. But I daren't risk sending a phone to an address I dont know without confirmation from Orange. So I e-mail them 3 times over the course of 2 weeks to try and get them to confirm this is what I'm meant to do. Out of those 3 e-mails I received ZERO replies. You can start to feel how frustrated I feel right now.

Finally it takes me to ring them up and find out what is going on. Finally they confirm that this envelope is for me to send the phone back to them and to arrange a replacement for the one I should get back to me.

Why did I have to do this? Why don't they do an exchange phone for phone like they do with Orange Care insurance? Why go through this hassle and delay. So what is meant to take 24 hours for a replacement to be sent out.....has turned in to an event lasting over a month.

What a joke!

If theres anyone who works for Orange in a position that is able to actually do anything then please do contact me. Because I have not received any of Orange's special care and attention at all.

It's just been a mess from the beginning. People mis-informing me,people not returning my calls, people not getting my problem sorted and not looking after me. Where's my special care and attention Orange. Why has it taken over a month to sort it out?

Why have I received zero phone calls from anyone and zero emails? Is this the way Orange is going with customer support? Ignore the customer and hope they'll call and pay their rates for calling them?

What a joke.

No more Orange Care for me. Ever again.

No thank you.

I would have extended my Orange Care....but taking in to account my experience. They're not getting anything more out of me.

If anyone is in a position to help me resolve this situation with Orange please do contact me. I've been without my mobile for over a month now.

[Guest afhstingray]

dunno abt payg, but i've had really good experiences with orange care so far....its a hell of a lot better than the other options other networks give you i have to say.

but yes, the amount of misinformation i've been given by the people on the helpline is ridiculous

[Guest spikex]

I've still not received any response or phone calls from Orange. I bet they've been trying to call me on my Orange number for which I have no phone to put the SIM in! And I'm not putting my SIM in any other phone because I don't want Orange knowing what phone I've put it in (not that it should matter anyway). I can't believe Orange can see what handset you put your SIM card in! Thats just stupid and irrelevant as well.

[Guest spikex]

Yet another day passes by, no phone calls e-mails or messages from Orange. Not even a "Sorry you were out" card to say that a courier visited me.

Oh well.

I guess I'm not an important customer.

The clock ticks on...one month has gone by (made the claim at beginning of October!)