Guest irnbru Posted December 30, 2003 Report Posted December 30, 2003 Just over a week ago my brother lost his phone when he was on a night out. He was about to get into a taxi when he suddenly realised it was lost. I dialled his number a couple of times and the first time it rang but there was no answer. Tried it again and it went straight onto voicemail which tells me someone had found it and switched it off. So my bro used my phone to report it lost to OCS there and then. They cut it off instantly and as he had Orange Care assumed that they would organise a replacement to be sent out next day. Wasn't to be !! The way they treated him on the phone was an absolute disgrace. It was as if he was the criminal !! He's been on Orange for years and never lost a phone !! Anyway they kept asking him "where exactly did you lose it"and he kept saying he wasn't sure where exactly he lost it but that he had lost it in the last 40 minutes. They then started accusing him of leaving it unattended in a public place and said they wouldn't send out a replacement!! They don't seem to understand the meaning of the word lost. It could have fell out of his pocket, been pick pocketed in the pub who knows. He's now got to write a letter to Orange Care stating his case and they will make a decision as to whether they will send out a replacement or not. They even had the cheek to offer him a replacement phone & sim for £70. What's the point in paying for Orange Care ?? So it could be another 3 weeks before he know's if they are going to pay out. Merry xmas Orange !! You really know how to treat your long term customers !! So beware anyone who takes their phone out with them on a night out. Even though you are paying for Orange Care they might not pay out !! Anyone want to start an Orange Complaints forum like NTHELL?? I reckon it would be a busy site !! Or if you already know of such a site, let me know I'd love to add to it. !! :evil:
Guest Sarah_SPV Posted December 30, 2003 Report Posted December 30, 2003 That's disgraceful! I would have thought all he needed to do is to get a police report saying where he'd lost it and send that off. I think that's what they usually ask for anyway. I have Orange Care and had to use it the other week as I dropped my phone. There was no problem and I got a new phone within 48 hours. They did ask a lot of questions. I told them I dropped it and they asked how I dropped it. :roll: I'm sure Orange have no interview procedure and it would seem very little training. The people I have spoken to before just have no clue about phones or policies. That doesn't apply to all of them before I get some Orange bod moaning at me! And if you do find such a complaints forum let me know!
Guest Treebs Posted December 30, 2003 Report Posted December 30, 2003 Well i have my replacement handset now, £70 it cost me and only gets refunded after i write to the insurance company. or whoever the address is. i actualy phoned up ocs the other day again to ask about getting my replacment and was told that i hadnt reported it lost/stolen :shock: was told to get a crime reference from the police (who wouldnt give me it till at least 24 hours after being reported) so i phoned back (ocs) the next day only to be told it actualy "was" on record. i looked up the definition of "lost" on an online dictionary and here's what i got - verb Past tense of lose Past participle of lose adjective 1. mislaid: unable to be found temporarily 2. unable to find the way: unable to find the way to a place 3. not used properly: wasted or not taken advantage of 4. unappreciated: not understood or appreciated by somebody 5. lacking confidence: unable to cope with a job or situation, usually because of inexperience or lack of confidence 6. gone: no longer in existence or use 7. preoccupied: completely absorbed or involved in something lost in thought 8. confused by something complicated: confused or bewildered by something complicated or poorly explained 9. destroyed: destroyed or killed 10. lacking morals: morally or spiritually past hoping for ( formal ) get lost used to tell somebody in a blunt and rude way to go away (slang) any of them seem appropriete to this situation lol ? was going to write in comments but decided to let u all make ure own . lol i've damaged and had faulty phones before and although i had the third degree (also had the where were you when you dropped it) :roll: but never lost one before. well from being a person who praised orange i am now one who is totaly P*%$£d of with them now. The laugh is that when i took out the upgrade for my phone i recieved a £100 charge on my bill that i hadnt been told about before accepting the new handset and contract in case i never went through with it and kept the phone(erm i already had a DD set up with them ) and they have my address :S final point --- when i was getting all the additions taken of my contract .to limit the cost of my bill (before paying for a new phone and sim) the girl on the phone said to me that "i'd have to use any remaining minutes on my contract or i'd lose them" hmm :evil: The futures bright the futures orange , yea my arse it is,
Guest scaryscotsman Posted January 1, 2004 Report Posted January 1, 2004 I had a similar experience. Please see: Modaco Thread
Guest irnbru Posted January 6, 2004 Report Posted January 6, 2004 Okay, I've had enough !! I tried to log into my Orange Account Online which I've been using for well over a year now. What do you know, they've changed the logon procedure. As I was already registered you would think it would be simple enough to log in?? Ha, I wish !! I had to phone 439 (50p a min) from my Orange phone as I couldn't get in with my existing details. It took them over 12 minutes to try and fix my logon problem. They then put their hands up and said they would have to escalate the problem. Wait a minute, that's cost me £6 to tell them there is something wrong with their system !! So the guy said for me to phone Customer Services and they would see what they could do for me. Phoned OCS straight away and told them the story. They ended up saying there is nothing they could do and I'd have to take it up with Technical Support !! Talk about passing the buck !! I then stated, that I wasn't interested what department was responsible and that it should be the Customer Services Department that takes the problem on board and tries to resolve it for me. These guys won't take ownership of anything these days !! Anyway after a couple of minutes of making them well aware I wasn't prepared to pay them £6 for highlighting a problem with their system they agreed to refund me £6. Vistory you may say ?? Well not quite yet as I still can't get logged in. The Technical Support team are going to look into it, though I won't get a phone call back today !! So who thinks they will fix it and give me a call back tomorrow ?? (Yeah, don't worry !! I'm not holding my breath) :evil: I'm that fed up with crap service I've created a complaints forum. Check it out, go on you must have some experiences you could post on the site !! http://crapservice.proboards26.com/index.cgi Ps. I've checked the Terms & Conditions about linking to my forum, it's not a smartphone forum so I'm assuming I'ts ok ?? No doubt I'll find out soon enough lol.
Guest Syphon Filter Posted January 6, 2004 Report Posted January 6, 2004 AH well if they carry on like this they will start losing customers left right and centre...its no way to operate a business...and with the ease of transporting your number to another network these days there is no reason to have to put up with it.
Guest xanadu Posted January 12, 2004 Report Posted January 12, 2004 Okay, I've had enough !! I tried to log into my Orange Account Online which I've been using for well over a year now. What do you know, they've changed the logon procedure. As I was already registered you would think it would be simple enough to log in?? Ha, I wish !! You make me laugh :) If you have been using the Online account thing for over a year like you say, then you should have known about the changed logon procedure. If you have forgotten your password it's not the fault of Orange but your own.
Guest squippo Posted January 12, 2004 Report Posted January 12, 2004 You make me laugh :) If you have been using the Online account thing for over a year like you say, then you should have known about the changed logon procedure. If you have forgotten your password it's not the fault of Orange but your own. why be so rude?
Guest irnbru Posted January 13, 2004 Report Posted January 13, 2004 Thanks squippo. Ufortunately some people get off being like that. It's in their genes. If he'd actually taken the time to read the post, then he would have understood the following line "They then put their hands up and said they would have to escalate the problem. " So to recap, it wasn't a problem with me forgetting my password. It was a problem with my account details held on their system and the fact that the account number was tied up to my previous mobile number.
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