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I had a problem not long ago, about one of their phones suddenly ceasing up.
Rang them, and they said i have to deal with Samsung, and pay for either a replacement (£70 + £6 a month) or pay for repair through samsung, something like £30.
We said to them, we got it from you and you should deal with it, they had none of it.
Was close to writing in a letter to cancel the contract.
Mum/Dad were about to get the same contract too, so that would have been £120/month they'd be losing out on.
Not happy in the slightest about Orange.
Rang them, and they said i have to deal with Samsung, and pay for either a replacement (£70 + £6 a month) or pay for repair through samsung, something like £30.
We said to them, we got it from you and you should deal with it, they had none of it.
Was close to writing in a letter to cancel the contract.
Mum/Dad were about to get the same contract too, so that would have been £120/month they'd be losing out on.
Not happy in the slightest about Orange.
I bought a Nokia 6300 PAYG along with a required £10 of credit. registered the phone on Tuesday evening and I was told the credit would be on my phone within 24 hours. Phoned the next evening explaining all again and asking why my credit had not been given, supervisor was called and she explained it was a 72 hour wait 
It has long exceeded both the 24 and 72 hour periods yet, I still have not been accreditted my £10.
Fuming TBH and I will be calling C/S again later today for another round of BS from people I can hardly understand because of their accent.
It has long exceeded both the 24 and 72 hour periods yet, I still have not been accreditted my £10.
Fuming TBH and I will be calling C/S again later today for another round of BS from people I can hardly understand because of their accent.
![[TW]Fox](/data/man-of-honor/2009.png){kind=avatar}
2 years ago, I cancelled a contract. The operator advised that I moved to Pay as You go instead. I said sure, ok, with effect from my next billing date, please do that.
They sent me through a SIM card, I put it in the drawer for a rainy day, and forgot about it.
6 months ago I noticed that for the past 18 months I had still been paying £20 a month for a contract I transferred to PAYG. I called them up and was told that becuase I didn't 'activate' the PAYG SIM card, the contract remained active.
Nobody told me I needed to do this - I didn't even want a PAYG SIM anyway but the woman said it was free so I may as well. Needless to say they refused my suggestion that perhaps a refund of 18 months * £20 would be in order given I'd not used the phone..
They sent me through a SIM card, I put it in the drawer for a rainy day, and forgot about it.
6 months ago I noticed that for the past 18 months I had still been paying £20 a month for a contract I transferred to PAYG. I called them up and was told that becuase I didn't 'activate' the PAYG SIM card, the contract remained active.
Nobody told me I needed to do this - I didn't even want a PAYG SIM anyway but the woman said it was free so I may as well. Needless to say they refused my suggestion that perhaps a refund of 18 months * £20 would be in order given I'd not used the phone..
Well, today I've had a brilliant experience with Orange CS, and I always have had nothing less than a first rate service, so I'm sorry to hear of anyone not having the same.
I received my N95 about a couple of weeks ago, but having some issues with the slider mechanism, but I could live with that. And then the day before yesterday the camera shutter switch kinda broke, it was spring loaded and well, now it isnt anymore, just flops about.
So I called up Orange this morning, and the extremely helpful lady at the other end tried to do a diagnostic on it, but she couldn't register my complaints under anything other than 'Cosmetic wear and tear', which did not merit a replacement really (the phone is working perfectly as a phone, it's just that I expected better from a high end phone), but she said she would forward it through to the Technical team anyway, highlighting that this is a brand new phone. She said I should hear back from her in 4 to 5 days, maybe even longer, and apologised. She also gave me the contact details for Nokia service UK and said to try them.
So I'm a little disappointed that my 'fault' isn't really a fault, so I head off to the CPW where the nearest Nokia service centre is, and just as I get there I get a phone call from the Orange lady, who tells me that Technical have replied already! Unfortunately they could not assign my complaint to any fault code they had (or something like that), so could not accept it for return that way.
But then she nudged me in the direction of telling me that maybe I had a button fault? wink wink.. So I said umm yeah, the buttons have been playing up a bit too... And then she said that she would arrange a replacement for me, under goodwill, and she's sending a brand new N95 for me, to be delivered tomorrow!
How awesome is that. Now that's what I call customer service. Well done Orange
I received my N95 about a couple of weeks ago, but having some issues with the slider mechanism, but I could live with that. And then the day before yesterday the camera shutter switch kinda broke, it was spring loaded and well, now it isnt anymore, just flops about.
So I called up Orange this morning, and the extremely helpful lady at the other end tried to do a diagnostic on it, but she couldn't register my complaints under anything other than 'Cosmetic wear and tear', which did not merit a replacement really (the phone is working perfectly as a phone, it's just that I expected better from a high end phone), but she said she would forward it through to the Technical team anyway, highlighting that this is a brand new phone. She said I should hear back from her in 4 to 5 days, maybe even longer, and apologised. She also gave me the contact details for Nokia service UK and said to try them.
So I'm a little disappointed that my 'fault' isn't really a fault, so I head off to the CPW where the nearest Nokia service centre is, and just as I get there I get a phone call from the Orange lady, who tells me that Technical have replied already! Unfortunately they could not assign my complaint to any fault code they had (or something like that), so could not accept it for return that way.
But then she nudged me in the direction of telling me that maybe I had a button fault? wink wink.. So I said umm yeah, the buttons have been playing up a bit too... And then she said that she would arrange a replacement for me, under goodwill, and she's sending a brand new N95 for me, to be delivered tomorrow!
How awesome is that. Now that's what I call customer service. Well done Orange
Well she's bending the rules and if found out will get disciplined lol, I work for Orange by the way and I tend to do the same thing, try and nudge the customers into the right direction, but honestly most customers are completly ignorant when it comes to contracts so they end up just shouting and not allowing me to help them, their loss lol.
I've not had any problems with Orange. In fact, out of the two networks I've been with (Orange & O2) I'd stick with Orange any day of the week.
They recently sent me an Orange Premier pack with a replacement SIM card in case I needed it, and also meant I could get intouch with their CS within three rings, so I honestly can't complain.
They recently sent me an Orange Premier pack with a replacement SIM card in case I needed it, and also meant I could get intouch with their CS within three rings, so I honestly can't complain.
Look at it this way, they barred the account due to fraud, if these security procedures weren't in place loads more people than already would find random bills in their post with their name and address for hundreds of pounds.frakker said:
And it's not hard to fax over a few details and get your phone back up within 24 hours. Rather that than people finding contracts in their name when completely unaware of it.
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Soldato
- Joined
- 18 Oct 2002
- Posts
- 3,418
- Location
- North
Orange are a very bad company now - I had to deal with orange broadband coning me this year - I was on broadband pay as you go deal - they phoned me up telling me if I start a contact with them they can increase my 512k adsl to 8meg as they have done tests on my line and found it capable of 8meg. I agreed - but I never moved from 512k - they then told me that my line was never cabible of 8meg and someone should have told me before joining up with them - I was now in a 12month contract and would have to buy out my contract if I wanted to leave - my internet then went down to 10k downloads ... they told me tought luck you have internet so you getting what you payed for and you cant leave us till your 12 months are up.
I cancilled my directdebit with them - and told them they will never ever get any more mondy from me - Joined be* - got 16meg downloads out of the box. Never heard a thing from Orange again
I cancilled my directdebit with them - and told them they will never ever get any more mondy from me - Joined be* - got 16meg downloads out of the box. Never heard a thing from Orange again
Been with Orange for 3 or 4 years now. Untill recently all was well. About April this year I renewed for another 18months and choice the LG Prada as my upgrade. 3 months later and 5 replacements of phone I gave up dealing with them and sold it on ebay after its 5th replacement.
Fair enough faulty phones arent Oranges doing, but when the 2nd phone packed up after 3 days of use I was told by an very bossy young lady I was to blame because I'd left the phone on charge too long (5 hours) she told me I should never charge the phone for more than 2 hours. After I'd explained I thought this was unusual as I'd charged my previous phone all night long and it had worked for 18months+ she decided I must have dropped it and it was still my fault.
The fourth replacement was due to it crashing constantly - I was told it would be passed onto the technical department, a week later they phoned back to say they didnt understand what the fault was as it had been logged weirdly. I'm never going to use Orange after this, the customer service is nothing but aggressive / useless.
edit: I just remembered, they also conned me out of money. A customer service representative called me to ask how I was getting on with my new contact. He told me all about this months promotions and how I could have X for half price, Y for free for 3 months etc etc. I declined all this offers as I had no need for them. One month later and my bill includes the whole lot! The customer service lady was nice enough to stop them, byt refused to refund me for the month they'd been active. SCUM!!!
Fair enough faulty phones arent Oranges doing, but when the 2nd phone packed up after 3 days of use I was told by an very bossy young lady I was to blame because I'd left the phone on charge too long (5 hours) she told me I should never charge the phone for more than 2 hours. After I'd explained I thought this was unusual as I'd charged my previous phone all night long and it had worked for 18months+ she decided I must have dropped it and it was still my fault.
The fourth replacement was due to it crashing constantly - I was told it would be passed onto the technical department, a week later they phoned back to say they didnt understand what the fault was as it had been logged weirdly. I'm never going to use Orange after this, the customer service is nothing but aggressive / useless.
edit: I just remembered, they also conned me out of money. A customer service representative called me to ask how I was getting on with my new contact. He told me all about this months promotions and how I could have X for half price, Y for free for 3 months etc etc. I declined all this offers as I had no need for them. One month later and my bill includes the whole lot! The customer service lady was nice enough to stop them, byt refused to refund me for the month they'd been active. SCUM!!!
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