Orange is a pain in the A***

[Guest Stealth]

Hi

well....heres my problem, after 4 replacement SPV (refurb) phones the latest one I've had for about 2 months. All previous phones had the dreaded power button problems along with dropping calls etc. Anyways the power problem has got real bad, now i need to remove and replace battery to turn phone on (which is making my battery loose). Also for some reason the contrast on the screen has become really dull. I rang ocs the other day and told them about the problems, I was told to clean battery contacts with a pencil rubber (!!?!!), any way I disconnected the call and did just that (It made no differnce at all). After doing so I rang back and told the woman at ocs that it didnt work to which she replied 'are you speaking from the phone' , I replied yes, and she said well It can't have a problem if your using it(huh!@!), and regarding the contrast problem she said it wasn't interefering with service of the phone and couldnt do nothing about it, after listening to this I was getting a lil peed off, I told her that i had orange care but she said there was nothing

she could, I threatened to leave orange to which she bluntely replied 'thats entirely your choice', so ended up hanging up on her.

so... I was wondering if any one else has had this problem with their spv and had a similarexperience with ocs (any advice would be appreciated). Its a shame really coz I've really gone off orange now, I was looking forward to upgrading to the spve200 but now I think I will just change to a diffent network (quite like the xda2)

[Guest rogerbates]

Sometimes you get staff like that, how do they get away with it :?:

If the phone has difficulty turning on, then it is faulty and needs to be replaced. If the screen is dull and difficult to read then that is also a fault. What happens in an Emergency where you need to use your phone, firstly you can't switch it on then you can't see the contacts to call the right person.

It sounds like they are just fobbing you off, ring them back, if it is still under warranty then they are obligated to replace it. You can have it replaced if there is dust under the screen so you should be able to replace with your faults.

Also I wouldn't claim on Orange Care as I think that you have to pay a fee to do so, it is a hardware fault so should be replaced under the warranty.

[Guest UKMadBeef]

Trading. Standards.

You'd be surprised how fast asshole companies shift when you involve these lot :lol:

[Guest drblow]

I would STRONGLY advise that anybody in this kind of situation with CS (whether its Orange or any company) to do the following -

1) get the name & extension number of the person you are talking to (they are required to give you this information if you ask for it)

2) if you feel you are not getting a good response to your enquiry - ask to speak to a supervisor/manager (its called "escalation")

The fundamental fact is that it is CUSTOMER SERVICE. If you don't feel happy with their response to you, then take your complaint to the next level! Unfortunately Stealth - you got someone on the phone who is clearly not doing their job right. But that should never stop you from getting what you want (quite the opposite infact - this womans attitude to you would have provided you with extra ammunition with which to bolster your complaint with Orange!)

Just remember people - Orange CS have hundreds of people working there, its easy to get an arse when you call, but if you dont get what you want - keep on at them, ask to speak to a supervisor, and if they don'e help, take their name & ext. no. & ask for a line 2 manager! CS people dont like it when you have their name!!

thats what the spindoctor says!! :lol:

[Guest darkside]

hi stelath i,ve been through the same with my replacement, on/off stopped working and screen blury, had the same problems as you with OCS, only i took every person name and extension numbers spoke to 2 supervisors, 4 retentions wokers, had phone replaced ???? guess what the replacement phone had a deep strach across the screen :evil: had to go through the whole proceture again, was told the same as you, had the phone put down on me by 2 retention workers when i tried to cancel my contarct , had to make a writen complaint to Oranges Correspondence Department, whilst waiting for a reply i requested to speak with line2 mangager ( who have never return my call ) i,ve never received acknowledgement for the Correspondence Department so I phone ORANGE,S abbertration department in bristol and spkoke with a complaints manager there who contacted the retention accounts manager who investigated my account, and traced every person who had handle my account ( including the 2 T****ers who put the phone down on me and i am told they will be reprimanded or even sacked for closing a live phone line on a customer apprentely orange has a system that allows their engineers to trace a close line on a customer by any memeber of their staff ) :evil: :evil: i had the phone replaced a second time and my contract ends on the 22nd Dec Orange have phone me 15 times since this incident trying to make admen,s and for me remaine with them. needless to say orange can now P***off.

[Guest drblow]

Could you post the number for this arbetration dept in Bristol?? Then we can all phone them!! :)

[Guest danhs]

I've had similar problems with previous phones and orange in the past, I usually find the best solution is find a fault that they cant come up with a quick answer to, like 'it wont turn on' (usually cos its crashed!). Also a lot of the time its the luck of the draw go through a load of operators and finally find one that knows what they are talking about (data staff doing a bit of cs work are good). My phone was constantly dropping its network connection but was coming back as not faulty when tested, it took about ten operators til one figured out to ask me to reset the phone (so he heard it come on) and then try phoning it and find it didnt ring; instant recognition of fault new one tomorrow :)

[Guest darkside]

hi all here is the number of the arbetration service for Orange 01454-624600 ask to speak with a Kath Chanderler on extention 46111. And here is the full address of the arbetration service, address to Complaints Department. Headquarters, Orange Customer Service, St James Court, Great Park Road, Bristol, BS32-4QJ

[Guest darkside]

Up Date to last post: YOU COULD ALSO address an email to Orange Customer Realations Accounts Manager, if any1 wants her email address pm me. be prepared to wait for a reply from he secertary could take 1 or 2 days. And most importantly when addressing your email to her enclose your the full name of account holder and account number in your email. And delatils of the problems your having with Orange Staff. This person can overule everyone in the Retention Department as she will need to get your account back on track following your compalint.

[Guest Stealth]

thanx all for ure advise,

I rang ocs again last night, and a nice chap (this time) who was polite dealt with my complaint. This time I had to play their game (I told him that the handset would not power up at all :wink:) and he simply said that he would replace the handset :lol: :) :) , which I recieved this afternoon. Its true not all ocs people are a**eholes.

Thanx again :D