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Orange - Cowboys |
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#1 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Orange - Cowboys
18 months ago I was looking for a new mobile contract, and a new broadband provider, so decided that one of their £35/m 18-month contract packages with free broadband would be ideal.
I took out the contract, spoke to a friendly guy over the phone who confirmed that I was able to receive broadband (I checked as I knew that my area doesn't usually have the carrier pre-select services like talktalk and sky). The next day, my new Sony Ericsson K800i arrived, but no broadband package with it. On calling Orange, they informed me that it wasn't possible to have broadband, despite being told the day before that I could, and as Orange Broadband was seperate to Orange Mobile, there was nothing they could do about it. Deciding that the allure of a new phone was too much to send the whole lot back, I decided to keep the phone. Just over 3 months later, the phone turned itself off, and when I tried to turn it back on, the screen was white, and nothing happened. I called Orange, who advised me that because I hadn't taken out phone insurance, they wouldn't replace the phone, didn't want anything to do with it, and that I would have to send it back to Sony Ericsson for a warranty repair. I was angry at this point, but sent it back to Sony Ericsson, who promptly reset the software (surely they knew that this wouldn't make a damn bit of difference), and a month or so later, the same thing happened again, meanwhile, the joystick on the phone was beginning to fail. Again, contacted Orange, advised them that they had provided me with a phone that was not fit for purpose, and I wanted a new one. Orange advised me that they could send me a new one for (if I remember correctly) around £195, or if I paid an up-front fee of around £90 and took up insurance for the rest of my contract. I declined, sent the handset back to Sony Ericsson for repair, and promptly stuck it up on eBay, and bought a Samsung handset with the money I got for it. When I called Orange on Monday to explain why I was ending my 18 month contract, the advisor was again friendly, but did not once offer an apology for either being lied to about the broadband, or for the dodgy phone they flogged me. They made no attempt to keep me as a customer, did not thank me for being a customer, just told me that my PAC code would be in the post, and I should receive it within 3 days. Four days later, I'm still waiting, and I'm not holding out much hope of receiving it this week. There was a time when I would recommend Orange over any other provider, their customer service 3-4 years ago was excellent, this is sadly no longer the case. I would highly recommend anyone think long and hard before getting trapped in an expensive contract with these cowboys - if anything goes wrong, it'll be you that will be left to pick up the pieces. |
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#2 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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Disgraceful. Sue the scum. Sue them to hell.
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#3 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
Disgraceful. Sue the scum. Sue them to hell.
I'm fed up with mobile phone companies 'giving' you a phone (and charging extra through their monthly contracts to subsidise it), then taking absolutely no responsibility for it if things go wrong. Orange didn't used to do this - the last time I had a fault with an Orange phone, a Motorola V600 several years ago, despite having only 3 weeks left of my year's contract, they send out a courier replacement next day, brand new handset. I didn't have insurance then either. To take the several minutes of criticism (made in good humour, I might add, I wasn't shouting at the guy or anything), and not offer ANY apology, or any sort of stay with us and we'll give you this deal, just goes to show how little Orange care about their customers. |
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#4 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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The phones are covered by a one year warranty. Within 28 days of purchase if a fault appears it will be replaced. Outside of that it is a repair job I'm afraid. That's with Orange retail anyway.
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#5 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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So in other words, we don't care if we've sold you a faulty phone, let the customer do all the hard work and send it off to the manufacturer, being without the phone and service that he's paying for for the week or two that the phone is away for repair. By selling an 18 month contract, Orange are implying that their handsets should work for 18 months, not start failing 3 months into the contract.
I'm not taking any more 18 month contracts, because there are no guarentees that the handset that I get with the contract is still going to be working at the end of the contract period, leaving 6 months uncovered if the warranty has run out. What are you supposed to do then? Try and connect a yogurt pot with a bit string to Orange's network? No, you're expected to take one of their 'early upgrade' rip-off deals, or buy a new handset costing hundreds of pounds, or buy into their rip-off insurance |
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#6 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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If you got your phone from Orange retail it will be sent away for you, and repaired at no charge if it is within the first 12 months.
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#7 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
If you got your phone from Orange retail it will be sent away for you, and repaired at no charge if it is within the first 12 months.
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#8 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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No, read what I said. After 28 days they get the repair done for you. After 12 months they can get the phone repaired but it will cost. Same with any out of warranty product.
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#9 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
No, read what I said. After 28 days they get the repair done for you. After 12 months they can get the phone repaired but it will cost. Same with any out of warranty product.
For a phone to fail within 3 months is unacceptable, and to fail 3 times within 6 months is completely unacceptable. In circumstances like that, Orange should be doing the right thing, and providing a new replacement for the dodgy handset they've obviously given you in the first place. I take it you work in Orange Retail, and are obviously quite happy with the service you provide. Good for you, I'm sure you do a fine job, even if you do repeat yourself considerably. However, my beef isn't with your store, it's with Orange themselves. They just don't care about their customers - and I've had 18 months of solid proof. Quote:
Disgraceful. Sue the scum. Sue them to hell.
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#10 |
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Forum Member
Join Date: Dec 2007
Posts: 869
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Quote:
or buy into their rip-off insurance
Phone Insurance is not a rip off. £6 per month is EXTREMELY competitive with the other phone providers, and the fact that Orange even offers Emergency Care is again something very few operators offer. With O2 if you do not set up the Insurance within 28 days of purchasing the phone, that's it. No negotiation. So out of all you have said, I have the utmost disgust for how you were treated. But phone Insurance and specifically Orange Insurance is not a rip-off. I always have Insurance on my phones, and would always recommend it on anyone elses. |
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#11 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
I've read the above statements and I'm sorry you have had such a debacle with Orange. But everyone will have bad experiences with various networks. I'm not going to defend Orange, I think their service their was well below par. But I take issue with the above statement.
Phone Insurance is not a rip off. £6 per month is EXTREMELY competitive with the other phone providers, and the fact that Orange even offers Emergency Care is again something very few operators offer. With O2 if you do not set up the Insurance within 28 days of purchasing the phone, that's it. No negotiation. So out of all you have said, I have the utmost disgust for how you were treated. But phone Insurance and specifically Orange Insurance is not a rip-off. I always have Insurance on my phones, and would always recommend it on anyone elses. Your point is correct though - it's certainly one of the better insurance deals on the market as far as other mobile providers are concerned, I previously had a policy with O2, which cost the same, and was pretty much worthless. As far as I'm concerned though - if I drop the phone (I'm generally very careful), or lose it, or have it stolen, the yes, mobile phone insurance would be worth while, but for a known manufacturer's fault (how many threads on here have been about Sony Ericsson phones dying - more than to be a coninsidence), mobile phone insurance should not be required. |
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#12 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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Quote:
You are paying an inflated line rental cost for 18 months to cover the cost of the handset.
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#13 |
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Join Date: Dec 2007
Posts: 869
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Quote:
Fair's fair. Personally, I think it's rip-off, but when you compare it with the cost of buying a new handset, it's only a fraction of what you would pay.
Your point is correct though - it's certainly one of the better insurance deals on the market as far as other mobile providers are concerned, I previously had a policy with O2, which cost the same, and was pretty much worthless. As far as I'm concerned though - if I drop the phone (I'm generally very careful), or lose it, or have it stolen, the yes, mobile phone insurance would be worth while, but for a known manufacturer's fault (how many threads on here have been about Sony Ericsson phones dying - more than to be a coninsidence), mobile phone insurance should not be required. I do agree that it may seem if you have Insurance you will get better treatment, and techincally that is correct. You have Insurance we send you the replacement no questions asked, if not you do indeed have to claim on the manufacturers warranty. What's even sadder in this case, the K800i received very good reviews and in general was a very good handset. |
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#14 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
One wonders why, if that is what you believe, you took out the contract in the first place
I'm not saying that the contract was a bad idea at the time - it wasn't, Orange were offering a very good deal - Unlimited landline calls, 500 rollover minutes and texts (or there abouts), and free broadband for £35.00 per month and another magic number every 6 months. I snapped it up because I thought it was good value for money. The point of my thread, aside from having a good dig at Orange for being a bunch of cowboys, is to get people to think before they take out an 18 month contract. If things go ok, and your phone works, and you don't have any problems with your bill, then grand, you might get a good deal. However, if things go wrong, you're stuck with an expensive contract with a phone that might be useless. Lawe13 had some good advice in that it may be a good idea to take out phone insurance now that contracts are getting longer and longer, because the build quality and poor quality control before these products are released means that some phones simply might not last the distance, especially with 18 and 24 month contracts now being offered, and let's face it, the networks might not be interested if things go wrong, as you have to give them their money regardless. The K800i was indeed a nice phone, far better than the one I've got now, as I simply couldn't afford to buy one with the same features to replace it. It did receive very good reveiws at the time, so maybe people should also look at threads on DS and other places to make sure that others aren't having big problems with the handset before agreeing to a contract. |
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#15 |
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Forum Member
Join Date: Jul 2006
Posts: 3,980
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Sorry to hear aobut your problems.
I've recently been going through a situation with o2, and all these companies care about is their money. The customer care is rubbish. you can add o2 to your cowboy list. I hope you sort Orange out |
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#16 |
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Forum Member
Join Date: Apr 2005
Location: Pontypridd
Posts: 112
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Quote:
Good for Orange retail. I'm perfectly capable of sticking the phone in an envelope, and posting it freepost to Sony Ericsson. The thing is though, as above, after 28 days, Orange wash their hands of your phone, and what happens after 12 months? If your phone breaks down, through no fault of your own, you're left with an expensive contract, and no phone, unless you stump up the cash for a new one.
Robert |
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#17 |
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Forum Member
Join Date: Sep 2005
Posts: 1,601
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Quote:
No, read what I said. You are contracted to Orange for 18 months. You are paying an inflated line rental cost for 18 months to cover the cost of the handset. Therefore, my point is, you should be given a warranty for at least the life of the contract, and if you stump up the extra £5/m (that's £90 over an 18 month period), maybe a brand new replacement.
For a phone to fail within 3 months is unacceptable, and to fail 3 times within 6 months is completely unacceptable. In circumstances like that, Orange should be doing the right thing, and providing a new replacement for the dodgy handset they've obviously given you in the first place. I take it you work in Orange Retail, and are obviously quite happy with the service you provide. Good for you, I'm sure you do a fine job, even if you do repeat yourself considerably. However, my beef isn't with your store, it's with Orange themselves. They just don't care about their customers - and I've had 18 months of solid proof. Your sarcastic first post says it all I'm afraid, and seems typical of the attitude of Orange staff. 'So sue us'. Certainly typical of the customer services staff, the sales staff, the technical support staff, and the cancellations staff. All have had the same attitude. In other words, ORANGE DO NOT CARE. |
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#18 |
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Forum Member
Join Date: Dec 2003
Location: Bracknell
Posts: 213
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Quote:
Many of the manufacturers are increaing their warrenty to match contract length, I know SonyEricsson are, info here http://www.sonyericsson.com/cws/down..._UK_R1a_EN.pdf
Robert |
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#19 |
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Forum Member
Join Date: Aug 2001
Location: Destination: Hard Brexit
Posts: 6,367
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I still find it hard to believe the OP.
18 months ago, you could get Orange Broadband FOC if you took out a £30+ 18 month contract. Also, anything that is sold from direct sales (ie: orange.co.uk or Telesales) would be replaced, IF FAULTY, within the first 6 months, by courier, even if you didn't have care. The EMERGENCY Care fee would have been £100 (not £195)for a K800i as it's a 3G handset. Your figures are somewhat inflated, but, as you've been at the short end of the wedge (allegedly) this cannot be discounted. Orange are the only phone company I know to offer a level of Insurance such as Orange Care, for £6 a month with only a £15 claim (admin) fee. CPW charge £10 a month with a £50 fee for a claim IIRC. Other networks won't let you have Emergency insurance either! Some yarns are being spun here. Sorry if I seem cynical, but as being in the industry 13 years, I feel there is something not right here. |
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#20 |
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Inactive Member
Join Date: Oct 2005
Location: Alacant
Posts: 7,773
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You know what Simax, I had exactly the same feeling.....
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#21 |
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Forum Member
Join Date: Nov 2004
Posts: 4,251
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You're so much better off buying a PAYG phone from a reputable retailer such as ARGOS, where you automatically get 1/2 years warrenty at no extra charge. I don't care what anyone says, contract phones are the biggest ripoffs going.
The only non-PAYG I would consider is that o2 Simplicity £15 a month option. |
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#22 |
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Forum Member
Join Date: Apr 2007
Posts: 415
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at one time orange were the best network, now they are a disaster , I have broadband with them which i intend to cancel after months of awful problems and im not the only one check out orangeproblems.co.uk
As for the mobile side I was with them on payg for a while and I brought a nice shiny new handset developed an obvious fault within 7 days took it back to an orange retail shop who told me I needed a fault code, I asked them to get it for me long story short 5 phone calls to cust service later and an hour wait in the shop I got a replacement. On the other hand I signed up for contract with t-mobile swapped my handset 3 times within the first 30 days not because they were faulty (well 1 was) but because I wasnt happy with the handsets. Orange are a sad joke, in fact just the other day my mother in law got a viewty on contract an it was full of phones numbers and pictures and they still maintained it was a brand new handset never touched !! Take it from me stay WELL AWAY from orange !! |
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#23 |
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Forum Member
Join Date: Feb 2008
Posts: 1,533
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Quote:
You're so much better off buying a PAYG phone from a reputable retailer such as ARGOS, where you automatically get 1/2 years warrenty at no extra charge. I don't care what anyone says, contract phones are the biggest ripoffs going.
The only non-PAYG I would consider is that o2 Simplicity £15 a month option. £20 a month, unlimited o2 to o2 calls, 400 minutes cross network and 1000 texts, plus a free brand new phone? I'd challenge someone to get that much out of £20 credit... |
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#24 |
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Join Date: May 2007
Location: On a journey
Posts: 1,901
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Quote:
Your sarcastic first post says it all I'm afraid, and seems typical of the attitude of Orange staff.
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#25 |
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Forum Member
Join Date: Aug 2005
Location: Scotlandshire
Posts: 786
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Quote:
I still find it hard to believe the OP.
18 months ago, you could get Orange Broadband FOC if you took out a £30+ 18 month contract. Quote:
Also, anything that is sold from direct sales (ie: orange.co.uk or Telesales) would be replaced, IF FAULTY, within the first 6 months, by courier, even if you didn't have care.
Quote:
The EMERGENCY Care fee would have been £100 (not £195)for a K800i as it's a 3G handset.
Your figures are somewhat inflated, but, as you've been at the short end of the wedge (allegedly) this cannot be discounted. Quote:
Some yarns are being spun here. Sorry if I seem cynical, but as being in the industry 13 years, I feel there is something not right here. If you've been in the industry for 13 years, then you should have, first hand, second hand, third hand many examples of customers having bad experiences with providers. I've been lucky up til now, haven't had any problems with Orange, Tesco or O2 before my recent problems with Orange, and I've had a mobile since around 1997 when Cellnet was on the go, along with the latest 'Bosch' brick/handset, however, ALL of my friends have at least one horror story to tell (most involving O2 to be honest). Kudos to Sony Ericsson for increasing the length of their warranties, that's a good move. I hope their latest handsets don't have the same faults as the last lot. |
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