Orange - How to escalate a complaint/problem?
- Thread starter Shicky
- Start date
Exec team is probably the best idea, I'm sure there's a few people who work for Orange or EE on the forums, I used to work for Orange so I know a load of people who work there. I'll give them an ask to see if they know anyone you can speak to in order to get it sorted.
Can't promise anything though, I worked for Orange business so most of the people I know are on the business side of things :0
Edit: lol they were useless... NVM
Can't promise anything though, I worked for Orange business so most of the people I know are on the business side of things :0
Edit: lol they were useless... NVM
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Hi all,
thanks for the advice here, I've raised a complaint via Orange and also raising an alternative dispute. This time I called is the first time they've told me I'm wrong essentially. The root of the problem is that the panther 15.50 was on special offer of 12.50 when I ordered it via the webshop, I called to try and upgrade over the phone to this, the operator said they could not match the deal and therefore I was best ordering online. Is there any way I can try and go back and prove this? My internet scouring isn't turning anything up but I know exactly what I bought :/
Any ideas? I take it it's unlikely the call would be recorded but at least tracked I guess?
thanks for the advice here, I've raised a complaint via Orange and also raising an alternative dispute. This time I called is the first time they've told me I'm wrong essentially. The root of the problem is that the panther 15.50 was on special offer of 12.50 when I ordered it via the webshop, I called to try and upgrade over the phone to this, the operator said they could not match the deal and therefore I was best ordering online. Is there any way I can try and go back and prove this? My internet scouring isn't turning anything up but I know exactly what I bought :/
Any ideas? I take it it's unlikely the call would be recorded but at least tracked I guess?
BBA will probably be able to come though here but as I see it:
This just makes it sound like you're on the wrong tariff - Did you ever get the longcode out of them? It will be something like Pather<number><date>. Orange's online shop can sometimes fail and when it does it silently collects the details and then someone manually has to put the order into the system later (like the next day). These orders can be... wonky.
But this was refunded and they then confirmed you had them setup correctly right? I appreciate it's a pain but this is now sorted isn't it?
Just to check but is this every month? Probably related to the first thing if it's still ongoing.
Soldato
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There was a problem with customers being billed twice for their service plan although it only showed the base plan, all customer were contacted and refunded I wonder if your is the one that got away. Im out the office for a few days but ill check on Friday with that status of that is, could be that
Hi BigBruiserAl,
would it be possible to trust you about this? I raised that ADR last Tuesday and haven't heard a thing, the whole thing is doing my nut in to be brutally honest and was wondering if you'd have any ideas for how I can progress this? As it seems like a rather odd issue, I'm not confident that even if they've bothered with the ADR, that it will resolve the issue for me.
would it be possible to trust you about this? I raised that ADR last Tuesday and haven't heard a thing, the whole thing is doing my nut in to be brutally honest and was wondering if you'd have any ideas for how I can progress this? As it seems like a rather odd issue, I'm not confident that even if they've bothered with the ADR, that it will resolve the issue for me.
Hi all,
unfortunately this meandering pothole of crap continues. I'm not sure going in a shop would do me much good?
Above someone mentioned the exec team, so attempt to mail the CEO and just give the full story in a wall of text? Really don't want to upgrade with these people to make it go away as they will just do nothing then I reckon
unfortunately this meandering pothole of crap continues. I'm not sure going in a shop would do me much good?
Above someone mentioned the exec team, so attempt to mail the CEO and just give the full story in a wall of text? Really don't want to upgrade with these people to make it go away as they will just do nothing then I reckon
Hello all,
again looking for any advice on taking this further? I've since mailed the CEO and several department heads on two seperate occasions, I've also sent letters with no response. Bit lost now really, am I best just cutting my loses? I don't really want to give up on several hundred pounds I am rightly owed.
again looking for any advice on taking this further? I've since mailed the CEO and several department heads on two seperate occasions, I've also sent letters with no response. Bit lost now really, am I best just cutting my loses? I don't really want to give up on several hundred pounds I am rightly owed.
Who did you e-mail? Someone from the office of both Olaf Swantee & Jackie O'Leary got in touch with me eventually when I had a big moan back in January. Try [email protected], that was Jackie O'Leary's PA.
Soldato
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- deep space nine
Cant you go to ombudsman ?
Did you ever try through CISAS ?
Olaf, Jackie and several other EE department heads. May I ask how you titled your e-mail? Wasn't sure whether to make it an obvious complaint or blend in to the inbox. Its been several weeks so don't see a reply appearing. I'll try e-mailing Stephanie as well though, thanks for pasting the address!
I asked for the customer service team to raise an ADR but this never happened. I went to do it through CISAS however they ask you to give a monetary amount, this is pretty difficult in my case as I've been refunded for some stuff but not exactly sure what it was, I did ask the orange customer service reps but they had different answers. I did e-mail the CISAS team asking what to do in the case of an unclear monetary amount but haven't received a reply in a while
If you can't be accurate, neither can the CISAS process really. Asking a company what you "might" be entitled to isn't going to get anything done 
Jackies left so I wouldn't bother her. Olaf's who you need but you need to be specific about things, if you give a wooly complaint you're going to get no where.
Give it a bit of "you guys SUCK" then keep to facts like how much you're out, when it started, if it's ongoing, what your preference for remedial action is, how you can be contacted etc... And if you want, raise the ADR. The amount you're out, if you don't know this then you need to. Go work it out, you can get all the bills from the website and it shouldn't take more than 10 mins in excel.
Jackies left so I wouldn't bother her. Olaf's who you need but you need to be specific about things, if you give a wooly complaint you're going to get no where. Give it a bit of "you guys SUCK" then keep to facts like how much you're out, when it started, if it's ongoing, what your preference for remedial action is, how you can be contacted etc... And if you want, raise the ADR. The amount you're out, if you don't know this then you need to. Go work it out, you can get all the bills from the website and it shouldn't take more than 10 mins in excel.
Oranges terrible customer service is the reason I took my two phone contracts elsewhere, they simply couldn't get even basic things right and I had to fight to get my money back (nothing on the same scale, but I had all the facts to hand). I wish you the best of luck OP 
It's yet another reason I am happy to go PAYG nowadays.
It's yet another reason I am happy to go PAYG nowadays.
I didn't have an exact figure either. Orange blocked my online account and couldn't see my bills. I just sent in my monthly bills that I did have and the amounts I paid as evidence.
It's such a hassle with Orange. I mean it's been over a year and I'm still trying to get them to sort out my credit rating that they ruined.
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You sir are a hero, if you're ever in Belfast let me know and I will provide sexual favours!
E-mailing Stephanie got it passed to someone else who called me this week and basically said sorry, we will be sending you the £250 you're owed! I love you!