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Atrocious Orange Customer Service |
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#1 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Atrocious Orange Customer Service
My god, I am so pissed off at the moment with them.
Over Christmas my phone kept switching off, and wouldn't charge, and so last week I rang them, he couldn't help me over the phone because he couldn't verify the battery condition, and told me to go to a shop. Went the shop last Friday and he confirmed that the battery indeed at fault, but here is the piss taking part, he said it was from water damage, despite there not being a drop of liquid anywhere near or on it ever. I tried to tell him this, but he still insisted that it was water damage. I know this because this phone is a replacement for one that got beer spilt on it, the tiniest bit out of the bottom of an empty can whilst we were away in the caravan in the summer, so I have been very careful with this one. They said the battery was only under warranty for 6 months (what a con) so I ended up having to buy one myself. It came today and I put it in and went to charge it up and nothing, it was doing the same as the battery that has failed. So I have just rang them up to explain, I got through to some foreign guy who was hard to understand as it was, but it was made even harder by the noise in the background, even after telling him the problem he mistook me saying I have an 'Orange San Francisco 2' for a Samsung, so when I got transferred to the next department he thought I had a Samsung, but I corrected him and had to wait on hold yet again. He eventually came back and told me that I had to go to an Orange/EE shop yet again. I certainly aren't going to the shop I went to the first time. Rant Over. Does anyone know if the replace and repair service that they offer in the stores costs you? If it does they can kiss my backside I switch networks, I am not paying to repair a phone that is still under warranty when it is not my fault it has actually broken. |
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#2 |
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Forum Member
Join Date: Dec 2012
Location: Newcastle
Posts: 904
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From what i gather, your original phone was beer damaged but this one wasnt (as far as you are aware)?
For the shop to say there is water damage, he could only see that from the stickers that are placed under the battery cover and/or on the battery. Normally white but go red/pink when they are exposed to water. For water, read condensation as well... using the phone in the bathroom can set some of them to pink/red. Take a look and see if they are pink/red/white? If they are white, they cant possibly say its water damage. Take it back and ask them to explain how they can say it is. Assuming there is no water damage, they should really repair the phone under warranty. When the phone was replaced, was it the same type... was the old battery used? Regarding the battery been 6 months guarantee, think thats standard as its classed as a consumable item. |
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#3 |
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Forum Member
Join Date: Mar 2008
Location: the f'n UK
Posts: 1,247
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Quote:
My god, I am so pissed off at the moment with them.
Over Christmas my phone kept switching off, and wouldn't charge, and so last week I rang them, he couldn't help me over the phone because he couldn't verify the battery condition, and told me to go to a shop. Went the shop last Friday and he confirmed that the battery indeed at fault, but here is the piss taking part, he said it was from water damage, despite there not being a drop of liquid anywhere near or on it ever. I tried to tell him this, but he still insisted that it was water damage. I know this because this phone is a replacement for one that got beer spilt on it, the tiniest bit out of the bottom of an empty can whilst we were away in the caravan in the summer, so I have been very careful with this one. They said the battery was only under warranty for 6 months (what a con) so I ended up having to buy one myself. It came today and I put it in and went to charge it up and nothing, it was doing the same as the battery that has failed. So I have just rang them up to explain, I got through to some foreign guy who was hard to understand as it was, but it was made even harder by the noise in the background, even after telling him the problem he mistook me saying I have an 'Orange San Francisco 2' for a Samsung, so when I got transferred to the next department he thought I had a Samsung, but I corrected him and had to wait on hold yet again. He eventually came back and told me that I had to go to an Orange/EE shop yet again. I certainly aren't going to the shop I went to the first time. Rant Over. Does anyone know if the replace and repair service that they offer in the stores costs you? If it does they can kiss my backside I switch networks, I am not paying to repair a phone that is still under warranty when it is not my fault it has actually broken. |
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#4 |
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Forum Member
Join Date: Apr 2006
Posts: 3,885
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Quote:
Orange are shocking, and their customer services are the worst. Avoid them like the plague.
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#5 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Quote:
From what i gather, your original phone was beer damaged but this one wasnt (as far as you are aware)?
For the shop to say there is water damage, he could only see that from the stickers that are placed under the battery cover and/or on the battery. Normally white but go red/pink when they are exposed to water. For water, read condensation as well... using the phone in the bathroom can set some of them to pink/red. Take a look and see if they are pink/red/white? If they are white, they cant possibly say its water damage. Take it back and ask them to explain how they can say it is. Assuming there is no water damage, they should really repair the phone under warranty. When the phone was replaced, was it the same type... was the old battery used? Regarding the battery been 6 months guarantee, think thats standard as its classed as a consumable item. I should have been more clear but I was still annoyed, it is the indicator on the battery that turned red, since it was liquid that damaged my old phone, this one has been no where near liquid, and I never take my phone into the bathroom at all. I have bought a new battery and the same things is happening, the phone is not charging at all and will only show the Android logo for less than one second and go not further. So it is not a battery issue but a phone issue, although the battery failing could have caused it. When I got the phone replaced when it broke they replaced it with the exact same model. They only replaced the handset itself, not the charger, battery or even the back cover (I couldn't believe it never came with a back cover). The battery is not an issue any more as a manufacturer replacement was not that expensive. I just now am without a phone. |
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#6 |
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Forum Member
Join Date: Mar 2008
Location: Belfast
Posts: 171
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I disagree. Every time I've dealt with them, they've always answered my query or sorted my problem out. Yes I've had a couple of occasions where the CSR couldn't do anymore, which either resulted in an escalation or me contacting the executive office - they will bend over backwards to see you right!
Worst CS in the world, I continually have poor reception, one of their reps kindly offered to ring me on my landline then she pissed off home, another rep offered to ring me at a specific time, he nevered bothered his arse. Three letters of complaint have gone unanswered, total TOSSERS, only my opinion obviously
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#7 |
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Forum Member
Join Date: Feb 2005
Location: England
Posts: 5,525
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must admit, ive never had any problems with Orange CS
but then ive never gone to them about a fault with my phone. Im not sure they no much when it comes to the hardware of the phone tbh. |
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#8 |
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Forum Member
Join Date: Aug 2012
Posts: 120
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Orange, T-Mobile and EE all have atrocious customer services. It took T-Mobile 2 and a half months to send me a letter proving I barred my phone that should have taken a week to arrive. I spent hours on the phone to them asking why the letter never arrived. I spoke to SAs in the EE store who continual gave me incorrect information. In the end, I got my Uncle, who's a solicitor, to help me deal with it and now I'm trying to get out of the contract on the grounds they haven't upheld their promise of delivering satisfactory customer services. Eventually the letter arrived after Christmas, dated December 10th, despite me first requesting it on November 1st. Ridiculous.
As for Orange, my dad had a ridiculous amount of trouble with them after they continued taking money even though he'd finished his contract and told them he wouldn't be renewing it. I wish I'd just stuck to 3 in the end, they have always provided me with excellent customer services and continue to do so with the contract I have in my name for my brother. |
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#9 |
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Forum Member
Join Date: Jul 2007
Location: Here
Posts: 14,645
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My mum had a rio 2 with Orange - they were fantastic. She went into the shop, told them she was going abroad and that she'd need her phone to work - they assured her it would, and so she topped up with £40.
Going abroad the phone cuts out and won't work. Goes back to the store upon her return and gets told that there's no reason the phone shouldn't have work and she should have called them up when she was away... on a phone that didn't work?! The second and third time she's gone away her phone still didn't work, despite orange telling her it definitely would. Network switched and she has no problems... |
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#10 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Quote:
Orange, T-Mobile and EE all have atrocious customer services. It took T-Mobile 2 and a half months to send me a letter proving I barred my phone that should have taken a week to arrive. I spent hours on the phone to them asking why the letter never arrived. I spoke to SAs in the EE store who continual gave me incorrect information. In the end, I got my Uncle, who's a solicitor, to help me deal with it and now I'm trying to get out of the contract on the grounds they haven't upheld their promise of delivering satisfactory customer services. Eventually the letter arrived after Christmas, dated December 10th, despite me first requesting it on November 1st. Ridiculous.
As for Orange, my dad had a ridiculous amount of trouble with them after they continued taking money even though he'd finished his contract and told them he wouldn't be renewing it. I wish I'd just stuck to 3 in the end, they have always provided me with excellent customer services and continue to do so with the contract I have in my name for my brother. I have been an Orange customer for years, and this is the first problem I have had. |
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#11 |
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Forum Member
Join Date: Apr 2005
Location: Scotland
Posts: 4,967
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Usually those with the best network have the worst which is a shame. However i guess they all have a certain amount of cash to spend.. some spend it on 3G roll out, some spend it on CSR's that can write witty replies on twitter. Luckily i've had no major issues with Orange and when i have contacted them they have been quite good. EE as in 4G leave a lot to be desired but they were new to it and it is getting better... but the first month was a roller coaster to say the least.
If you can find out which used to be an old T-Mobile shop they have better staff... the Orange shops seem to hire monkeys. Does the Orange San Francisco 2 even have water damage markers? |
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#12 |
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Forum Member
Join Date: Dec 2011
Location: London & Essex
Posts: 987
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I've always found Orange and O2 to have the best customer service, Orange CS through 150 have always been excellent and always surprised me with their resolutions to problems, they are quick, efficient and very polite. Three and T-Mobile on the other hand are horrific, I have been literally gobsmacked with the way some of the T-Mobile CS agents have spoken to me in the past, and Three's CS is just useless in every way possible, you sometimes get people on 3 CS that care but rarely.
Can't comment on Vodafone because i've never used it. |
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#13 |
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Forum Member
Join Date: Dec 2012
Location: Newcastle
Posts: 904
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Quote:
I know it isn't liquid damage, it has been no where near any liquid and there is not a liquid mark on it anywhere.
I should have been more clear but I was still annoyed, it is the indicator on the battery that turned red, since it was liquid that damaged my old phone, this one has been no where near liquid, and I never take my phone into the bathroom at all.. |
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#14 |
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Forum Member
Join Date: Oct 2006
Location: Manchester
Posts: 1,343
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Quote:
Well, they dont turn red on there own. Its either been in water or condensation, or somewhere very humid.
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#15 |
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Forum Member
Join Date: May 2007
Posts: 7,242
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Orange = worse customer service I have ever experienced from any company ever. I got rid of them as a broadband and mobile provider as a result
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#16 |
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Forum Member
Join Date: Feb 2009
Posts: 1,113
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Quote:
Well, they dont turn red on there own. Its either been in water or condensation, or somewhere very humid.
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#17 |
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Forum Member
Join Date: Mar 2008
Location: the f'n UK
Posts: 1,247
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Quote:
I disagree. Every time I've dealt with them, they've always answered my query or sorted my problem out. Yes I've had a couple of occasions where the CSR couldn't do anymore, which either resulted in an escalation or me contacting the executive office - they will bend over backwards to see you right!
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#18 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Quote:
Same here, if the stickers aren't the original colour then I'm afraid they will charge for the repair - it's the first thing they check.
Quote:
the way i understand the op, is he did accidentally spill a small amount of beer on his first phone which indeed cause water damage, but has since had that phone replaced, I am presumeing when the phone company replaced the phone they replaced everything apart from the battery, hence why the water sticker sticker is now showing red, because it would have got that from the first phone
The handset then broke whilst on charge after a month, so they replaced it, but not the battery or charger, but now the replacement has died. I certainly won't be buying a cheap phone again. I'll stick with the bigger brand names now. The phone and battery were fine up until December 23rd, when I noticed that it was turning itself off, but would turn back on when plugged in. I thought there would be no one at work in the call centres (stupid of me I know) so left it until the new year to call. By at this point it wouldn't turn on at all. |
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#19 |
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Forum Member
Join Date: Apr 2006
Posts: 3,885
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Quote:
I disagree, which number did you dial? It is an Indian call-centre, which isn't bad however they don't speak good English and it is VERY hard to understand and get anything across. I went without Internet for THREE months before I just gave up with them. Shocking. Maybe today things are different, but O2 are way better IMHO and I won't be leaving them.
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#20 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Quote:
Just 150. Might be because I have an iPhone or something, but I always get an English call centre when I phone them. I wouldn't go more than a week without contacting the exec office personally, but everyone's different.
I suppose try as many avenues as possible to get it sorted. |
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#21 |
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Forum Member
Join Date: Jul 2000
Location: UK
Posts: 8,103
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In the early days (early nineties) when it was Hutchinson Telecom they were really rather good. Sadly that all ended years later when they sold out.
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#22 |
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Inactive Member
Join Date: Aug 2012
Location: Guisborough, North Yorkshire
Posts: 2,878
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Finally got it sorted today. Went into another store today and spoke to a rather attractive young lady who was more than helpful.
Nothing like the arrogant git that I encountered in the other store I went to. Its being sent back to the manufacturer to be sorted, should take about 3 weeks. |
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#23 |
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Forum Member
Join Date: Jun 2006
Location: Isle of Wight
Posts: 7,829
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I'd like to comment on Orange CS but so far my emailed complaints have gone unanswered.
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#24 |
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Forum Member
Join Date: Dec 2003
Posts: 139
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I too have had a bad experience of Orange CS. When I upgraded they took my data useage of the plan and said I had agreed to it.
I did my upgrade via the Instant Messaging Facility on the website and I printed off the whole conversation, which proved I was right!! I contacted CS three times in one day, I spoke to someone in Plymouth, Southern Ireland and the Phillipinnes all from the 150 number!! Does anyone have the contact details for the Executive Office? |
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#25 |
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Forum Member
Join Date: Apr 2006
Posts: 3,885
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Quote:
I'd like to comment on Orange CS but so far my emailed complaints have gone unanswered.
Edit executive.office should be your first port of call, although I think an email to Olaf goes there anyway .
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