[stevep1981]

Hi all,

This will be a long one, so I apologise in advance!

Just wondering if there are any Orange staff lurking here or anyone who might be able to offer some advice.

I am a relatively new Orange customer. Back in Jan I ordered an SPV C500S (the silver version) via the Orange website on Your Plan 120. When I ordered it I forgot to tick the box for Orange Care so I rang the 0800 shop number and asked them add it to the order for me. It turns out the guy I spoke to never did.

When my silver SPV arrived it was damaged out of the box. The joystick was not seated properly and the screen was scratched. I rang Orange CS and they arranged a replacement under the 14 day guarantee. When this arrived it turned out they had sent the black version of the phone by mistake. I rang them and they said that this was not a mistake; they do not guarantee the colour of replacements.

I queried this because I hate the black one, and strongly felt that since I had ordered the silver one I should have been sent a silver replacement. I ended up escalating the call to a supervisor who managed to organise me a silver replacement. It took a few attempts (they kept sending black ones) but eventually a silver one turned up.

All was well until last Friday (15th) when I went to turn the phone on and the power button went "crunch" and recessed into the casing of the phone. It then became useless and I could not turn the phone on. I rang CS.

It was at this point it became apparent that I did not have the Orange Care I thought I had. The guy I spoke to on the Orange Shop 0800 number had not added it nor had he put any notes on my account or the order. The CS rep was very helpful and explained that there were no notes on the account and I should have checked my bills (fair point) but as a goodwill gesture he would do me a replacement under emergency insurance for £50 which, seeing as I was partly in the wrong, I paid.

The replacement which turned up was black and scratched in 2 places (I have photos). I rang CS who again told me that they do not guarantee the colour of replacements and as far as the scratches were concerned this was cosmetic damage which they would not replace the phone for as the functionality of the phone was not impaired.

I escalated to a supervisor again, who told me that the faulty silver/replacement black was a problem which happens all the time. She spoke to someone in Equipment Replacement who would not budge on the colour or the scratches issue, and even said that because I am not a Premier Customer I should not have even had the silver version in the first place!!

So for my £50 and hours on the phone all I am left with is a scratched black handset when the fault with the silver one was not even mine at all.

To be honest, I just want to leave Orange, but I really like the technical service from the network (coverage is really good & call quality clear as a bell), I love the silver SPV and there is the issue of the 12 month contract.

So I was wondering if anyone who has had more experience with Orange than I have might be able to offer another option, or if any Orange staff are reading and would be prepared to help me out or offer some advice, I would really appreciate it.

If anyone wants to PM me that's cool or you can also e-mail to everythingchanged at gmail.com

Thanks for your help in advance folks and sorry for such a long post!!

Cheers, Steve

[skip raider]

stevep1981, hello mate, I work for orange customer services......there is a simple answer to what you want....if you can get into the orange retail store in your local town they will be obliged to replace it, as you have only had the phone under 6months.....as for the colour waht you where told is true, we cannot guarantee the colour of the phone, also any replacement you get from us is a reconditioned handset (unfair i know)

Going back to the problem with Ornage Premier, have you checked with us that it is on your account? You should be paying £5 for this, the service include Care, 4mb of GPRS and Free Memory Mate.........i hope this helps....if not please feel free to PM me

[stevep1981]

Thanks for the reply mate, and the advice, much appreciated. I will PM you

Cheers, Steve