Guest andysalmon Posted November 4, 2003 Report Posted November 4, 2003 :cry: Last Thursday at work I was unable to find my SPV where I left it. No problem I thought, I'm sure it will turn up tomorrow. Went in to work Friday and no definately missing. Sat morning report the loss to Orange who stated it's more than 24 hrs since you discovered the loss so we will not cover you for it, but we will sell you one for £70! Turns out in the T&Cs it states losses must be reported within 24 hrs, but it doesn't state that the claim will be excluded. Lots of time spent pleading, arguing and badgering Orange but they refuse to cover me. Anyone got any ideas :?:
Guest tobyfield Posted November 4, 2003 Report Posted November 4, 2003 Talk to BBC's Watchdog programme
Guest chucky.egg Posted November 4, 2003 Report Posted November 4, 2003 Just tell them you knew where it was originally (someone put away for you so it didn't get nicked) and Friday afternoon you went to get it and found... shock! horror!... it's gone! You lost it Friday night when you realised it wasnt there, not Thursday when you just didnt know it had been moved.
Guest andysalmon Posted November 4, 2003 Report Posted November 4, 2003 Tried that, they gave me the old line "I'm sorry we have to take your first answer" :evil:
Guest chucky.egg Posted November 4, 2003 Report Posted November 4, 2003 What about calling them and saying "It's OK, I've found it" make a song and dance of stopping them from blocking your SIM / IMEI etc Then give them a ring next week!
Guest andysalmon Posted November 4, 2003 Report Posted November 4, 2003 Thought about that but they can tell what handset you are calling from. Worried in case they ask me to make a call from the SPV to prove the unblocking has worked.
Guest Richie M Posted November 4, 2003 Report Posted November 4, 2003 Er you havent been shafted by Orange Care :? You just failed to read the T&C, and its the same as every sinlge insurance policy i have had, you must report all losses or theft within 24 hours of noticing. :roll:
Guest chucky.egg Posted November 4, 2003 Report Posted November 4, 2003 Hhmmm, tricky. It's effectively insurance fraud, even if O are being kinda anal about it. :roll: I think you might have to cough the £70, or get a replacement SIM and buy an E200 maybe? (searching for a silver lining)
Guest martin Posted November 4, 2003 Report Posted November 4, 2003 I don't know the T&C for orange cover but I would probably ask them at what point the 24 hour reporting period starts as you only confirmed it lost (or stolen) when an opportunity was given to you to carry out a search. I would have said that up until this point you may have not considered the phone as lost or stolen as you believed it to be located at your work premesis. There is no point in trying to change your story but I would give a bit more detail to support your case. It's just a shame that people sometimes pay the consequences for being completely honest :roll: Maybe they can give you a good deal on an E200 upgrade :?:
Guest chucky.egg Posted November 4, 2003 Report Posted November 4, 2003 Its a bit crappy, eh! I suppose we should all claim on the insurance if we can't see our phones from where we happen to be sitting at any given time. If you just hadn't bothered reporting it for days then fair enough, but to refuse the insurance because you tried to find it seems mean
Guest nixy Posted November 5, 2003 Report Posted November 5, 2003 rules are rules fair enough but personally i for one will remember this thread and think of it next time i think to recomend orange on the basis of it being a company that helps out its customers at times even when it doesnt have. I AM SURPRISED that they didnt think to help you out more mate. nixy
Guest andysalmon Posted November 5, 2003 Report Posted November 5, 2003 Well, spoke again to Orange. They are unmoving on the matter. My contract comes up in 6 wks, so I asked if they would let me upgrade to E200 or SPX200 for free, but they said no- £125 PLUS the Orange RRP of the handset. Well that's my decision made- I'm going to get an SPX200 for free on a new contract, reduce it to the minimum monthly subscription after the first month unlock it to another network and everytime I get the smallest scratch I'm gonna claim for a new one IMMEDIATELY on Orange Care. That way it won't be me that loses out anymore for being honest. Thanks Orange you really haven't gone out of you way to help at all have you?
Guest nixy Posted November 5, 2003 Report Posted November 5, 2003 There seems to be a growing number of unsatisfied Orange customers of late it would seem. And myself, my better half and others within our family being some of them. In our opinion customer service/relations seems to have taken a back seat in the list of it's priorities. I am very saddened by the way Orange has recently been (and is) advertising itself with its free minutes insentives etc to entice new customers whilst at the same time leaving the rest of us existing customers totally out in the cold. HEY THERE ORANGE!! .......DOESN'T LOYALTY COUNT FOR ANYTHING ANYMORE THEN??? (He asks with a depressed look on his once contented face more or less knowing full well the answer to his question) nixy
Guest andysalmon Posted November 7, 2003 Report Posted November 7, 2003 On Weds night had a text from Orange to ring them on 249. Rang them yesterday and took part in a customer care survey! I explained my experiences to the operator who immediately said, "We appear to have fallen way below the standards we have set ourselves and you should not have been treated that way." She stated that she would have someone ring me later that day to discuss "Options". Later about 4 pm, nice (not abrupt or rude like the perons I reported the "loss" to) lady rang from the executive office, and also stated a severe lack of customer care and in the circumstances offered me a replacement handset FOC. It's just arrived- thanks Orange for getting your act together, but what a fiasco in the first place!! :)
Guest nixy Posted November 7, 2003 Report Posted November 7, 2003 Wicked Andy Wicked!!!! I am so pleased for you mate as I have an idea what that gutted feeling feels like. (I experienced a very similar situation for a while although different company) I hope the replacement E100 has made up some part for the hastle and upset you have been forced to go through. Enjoy it!! :)
Guest goinnuts Posted November 9, 2003 Report Posted November 9, 2003 you wrent shafted in the first place if you read the tcs an outwright replacement for a smartphone including p800/900 nk 6600, you'll find yuo should have been asked to pay £300. or £100 then a fiver a month. so 70 isnt all that bad.
Guest andysalmon Posted November 9, 2003 Report Posted November 9, 2003 you wrent shafted in the first place if you read the tcs an outwright replacement for a smartphone including p800/900 nk 6600, you'll find yuo should have been asked to pay £300. or £100 then a fiver a month. so 70 isnt all that bad. You are WRONG. My T&Cs (August 2003) do not make any such stipulation but thanks for your input.
Guest goinnuts Posted November 9, 2003 Report Posted November 9, 2003 it is i work for o. if your tcs were in the phone box there wrong. sorry. orange changed all terms and conditions around july/august. ring cs superviser if you dont believe me.
Guest andysalmon Posted November 9, 2003 Report Posted November 9, 2003 My T&Cs are dated 23 Aug and are not the ones in the box. They were sent through with my new orange care, they cannot legally change them without notifying me.
Guest nixy Posted November 10, 2003 Report Posted November 10, 2003 This is getting worrying. My T&Cs will be examined very scrupulously in a few minutes too.
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