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Ok last saturday the 30th june i rang orange with a problem with the touch screen on my p990 (was on hold 4 15mins reporting a very high number of calls rang around 4pm) ok have u tried a master reset, taken the battery out yes tried all that well ok the system says its faulty will send u another tomorrow with a £15 charge, great or so i thought.

Sunday the replacement turns up (phone is dirty e.g dirt and grim all over it, like just come out of someones pocket) so the first thing i do is the update via seus i kept getting on xp that the device had malfunctioned. Get that working it updates 2 oranges latest firmware r4. Then the phone takes 20 mins 2 boot up, i try the phone out get stuff like opening a new wallpaper could take up 2 10 mins 2 load up and to top it all it wont take any memory cards saying all corrupt. Next i ring orange on hold for around 12 mins again reporting they have a very high number of calls this was around 1pm. Tell the bloke the problem have i done a master reset taken the battery out ect like last time, ok system saying handset faulty will send another tom but wont charge u the £15 because i had been sent a faulty 1. Great no problem or yet again so i thought.

Monday 9am my next 1 turns up dirty like before, did the update started putting my things on only 2 find out that the flip is faulty. It kept fashing the flip closed and flip open screens without even touching the thing. Ok time 2 ring orange again (getting a little mad now), ring them about 2pm get told that they have a very high number of calls again and was on hold 4 around 10 mins. Tell the bloke the problem and get told he would have 2 send it 2 tech support y i asked, he tells me that maybe able to solve the problem over the phone, tell him of my discussed he says nothing he can do. 10 mins later he rings back saying they would replace it once again.

Tuesday next handset turns up dirty like the other 2. Do seus all ok so far, put my stuff on it etc then think blimmy signal aint very gook in a full signal area i was getting 1 or 2 bars. Ok time 2 ring orange again, on hold 4 around 18 mins high calls again get through 2 a bloke that can hardly speak any english tell him my problem gets me 2 do a series of network searches and battery removals tells me how clever my handset was picking up an o2 signal but when i tell him i know every phone picks up all the networks and that it was also clever not picking up an orange signal his tone changes and tells me that tech support would have 2 look in to it and would take anywhere up2 7 days 4 an answer, i ask to speak to a supervisor the bloke gets very shirty and tells me that they would ring me back but could take upto 2 days before someone rings me back. that same evening around 630pm i have someone else ring asking me to do the same things the bloke earlier had asked me 2 do so i again ask to speak to a supervisor and get told it wouldnt matter as they could do nothing more than what was happening anyways so really what did i need to speak to them anways, so i persist and get told they would ring me back later that day, guess what no one phoned.

I didn't bother ringing them on wednesday as i thought i would give them a chance to ring me before i ring them again.

Thursday i ring again (on hold again 15 mins very high number of calls again 6pm) to find out what was happening only to be told that tech support had come back with that i had logged on the network at such and such a time and that the problem was resolved, so i tell the bloke again that its because i only getting 1 bar signal in a full signal area he then takes all the postcode that i had been in the past 2 days and checked the masts they all transmitting correctly so he said i will post this back to tech support and tell them that the handset seems to be faulty, still nothing from a supervisor.

Friday ring again 3pm (on hold again 20 mins high number of calls again) to be told that neither tuesdays calls or thursdays calls had been logged angain i ask to speak to a supervisor will ring me back. He logs it over to tech support again.

Saturday ring again 9am (on hold again 15 mins still high number of calls) to be told that tech support had done a series of test calls that had come out positive to which i tell the chap that surly means that my phone would have rung and been answered to his responce yes, so i tell him that my phone had not rung by them ohh he says ok i will send it back again.

Sunday ring at 830am to be on hold for 30 mins due to high number of calls ON A SUNDAY MORNING. i hang up after 30 mins. I then ring the cancelations department tell them i want to cancel my contract to be told that she would assist me to get the situation sorted, she put me through to the handset fault dept, a chap comes on the line to tell me that tech support had said that another set of test calls had to be done he tells me that he would just put a report back that the test calls had been done and come back as not working.

Monday ring at 930 on hold 15 mins still high number of calls get through and my signal cuts me off. Now did the nice chap at orange ring me back DID HE HELL. Ring again 10 mins later 5 mins on hold get cut off loss of signal again. Ring again on hold 20 mins again and the chap tell me another handset could now be sent out now wait, with another £15 charge. i ask him why and get told because its been 4 days since the last 1 had been sent out now i have to be charged again, ask again to speak to a supervisor and get told that this once he would take the charge off.

Tuesday the phone turns up. The phone is again dirty like it had been in a barn with cows, hairs stuck in it the little rubber but thats on the camera cover just about hanging off and loads off dust in the keypad, but the phone seems to work.

What the hell is going on with Orange sending phones out that dont work and are dirty, i thought reconditioned ment that its something that has been service to look and be like new?
As for the customer services what a load of rubbish always have a high number of calls, is people complaining about all the faulty phones they are sending out.

grrrrrrrrrrrrrrrrrrrrr

Rant over.
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Posted: 2007-07-10 22:31:24
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change to voda... they repaird my phone but when it boke again i got a BRAND NEW ONE.
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Posted: 2007-07-10 22:45:05
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I truly sympathise with this...painful reading.
Now that you have taken the time to document this episode, I would recommend going to a little more trouble:
Send this to Orange 'Customer Relations'... worse that can happen is you waste the price of a stamp. However, Orange are making a big thing at present about how they accept they have taken their eye of the ball and wish to be more customer focused in the future. You never know, you may get some form of recompense, and a deserved apology.
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Posted: 2007-07-11 00:36:25
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Yeh thanks i will do this was thinking of sending them a nice letter telling them how happy i am with their service. Does anyone know if the post address is the same as on my bills?
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Posted: 2007-07-11 12:49:23
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yeh i think i will send them a nice letter saying how happy i am with their service, so anyone know what the address is where i have to send it is it the same as on the bills?
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Posted: 2007-07-11 12:52:28
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Good idea wuz.

Orange is in the doghouse at the moment so you should get a good response to things like this - they are well aware of their shortcomings right now.


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Posted: 2007-07-11 13:14:09
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Hi all,

Unless it's changed you want to contact the Executive Office as they are meant to deal directly with the Directors. Try a Google search that may give you the results you want.

Marc

_________________
Nokia N95, 2gb Sandisk, Fring Shure EC2g
Nokia E61 2gb Sandisk, Fring, Tom Tom 6
Dogmanns N95 Blog Experience @
http://dogmann.vox.com/

[ This Message was edited by: Dogmann on 2007-07-11 13:57 ]
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Posted: 2007-07-11 14:57:02
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found this on a google search would this be the ringh address its near the bottom.

http://www.bbc.co.uk/consumer[....]og/penalty_charge_for_nodd.rtf
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Posted: 2007-07-11 15:52:22
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I'm a costumer at Orange Romania... boy it sucks! I was calling for like 6 months until they managed to fix a problem with my number!!!
I would like to change for Vodafone, but all my friends and family are on Orange.
Btw, the high call thing, I ALWAYS observ it, no mather in what hour, or what day. It's just ridiculous!
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Posted: 2007-07-11 16:04:09
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i have just put a claim in using orange care for n95, i should receive it 2mo morning btw 9-1 if im not there to collect i will be charged £13 on top ov the £15 excess lol i hope they give me a handset that works
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Posted: 2007-07-11 16:08:11
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