Amitroyuk
03-11-2007, 08:56 PM
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Hi all...first post on the forums, so hello to all and thanks in advance for any help.
I was wondering if anone has any views on the customer service issues and if orange are in breach of contract.
I have been with orange for around 10 years. This is mainly due to the fact that there customer service has generally been above par for this period of time, and I wished to keep te same mobile number especially as friends and family have moved further afield, and still have the old number stored on their phones.
My debacle started around 7 months ago when I was called up by a chipper young orange rep who wished to reoffer me a new contract - 500 minutes and unlimited texts...for 35 pounds a month. For this, he would also upgrade my phone as this was due as well.
Having had a Sony Erricson t68, w800 etc and generally being happy with this I explained I required a phone with the same functionality and that was reliable especially as it was my main contact with the hospital and surgery.
He offered the KE970, an LG and explained that he had no complaints with this phone, and hence this would be a good alternative. Taking him at face value, I decided to go ahead and signed up for another 18 month contract.
And so my nightmare began. The phone itself worked for about a week, then the battery decided that it would not work charging for about 5 hours a time then dying. On trying to resusitate the phone back at my house, I found the phone would not come on even with the charger attatched. So then, I phoned orange, with which I have Orange care, and they suggested taking the phone appart, leaving it for 30 seconds then reconnecting again.
Huzzah! It worked and I was happy. Well for another 5 hours at least, when I had to repeat this same tedious task. This went on for a month, and due to the fact that I work most days, and late shifts in a majority of them, I finally phoned up again and asked what was to be done. A new phone was ent out, and after about a week the same problem began.
I phoned again...by this point had missed 3 calls from the hospital....and a new battery was sent out. No resolution. No once again phoned and this time a charger was sent out, as guided by the orange system. I phoned again after the problem reappeared and added that the phone seemed to have sporadic loss of reception. They concluded that there was a down transmitter, but this should not have too much bearing on the reception and sent another replacement phone.
Not to be a phone snob, but the LG is a horrendous bit of kit. Slow, random, unreliable, it was not a patch on the SE...
I decided to talk to Carphone Warehouse who offered to buy out the existence of the contract but I would have to front another 100 pounds and lose my number.
So I phoned up Orange again, explained I had bee with them for 10 years etc paying 70 pounds a month...and was offered a Samsung d900, after repeated request for a lower spec SE...I didn't care as long as it was relaible.
It arrived today, gave my phone away, put the SIM in and low and behold the phone started up. For about one hour. Then I put the charger on and the message Charging paused due to temperature came up.
So now disconnected, and phoneless I am really at a wits end. What rights therefore do I have in this situation. Surely there is a breach of contract if there is poor service being supplied? I could pull my hair out!
And I can't seem to find any address to send an official letter of complaint.
Any thoughts?
Thanks in advance
PS I had put this intot he other forum part, but saw similar problems here...nope no probs wit that...just need to get to the bottom of this really..
Hi all...first post on the forums, so hello to all and thanks in advance for any help.
I was wondering if anone has any views on the customer service issues and if orange are in breach of contract.
I have been with orange for around 10 years. This is mainly due to the fact that there customer service has generally been above par for this period of time, and I wished to keep te same mobile number especially as friends and family have moved further afield, and still have the old number stored on their phones.
My debacle started around 7 months ago when I was called up by a chipper young orange rep who wished to reoffer me a new contract - 500 minutes and unlimited texts...for 35 pounds a month. For this, he would also upgrade my phone as this was due as well.
Having had a Sony Erricson t68, w800 etc and generally being happy with this I explained I required a phone with the same functionality and that was reliable especially as it was my main contact with the hospital and surgery.
He offered the KE970, an LG and explained that he had no complaints with this phone, and hence this would be a good alternative. Taking him at face value, I decided to go ahead and signed up for another 18 month contract.
And so my nightmare began. The phone itself worked for about a week, then the battery decided that it would not work charging for about 5 hours a time then dying. On trying to resusitate the phone back at my house, I found the phone would not come on even with the charger attatched. So then, I phoned orange, with which I have Orange care, and they suggested taking the phone appart, leaving it for 30 seconds then reconnecting again.
Huzzah! It worked and I was happy. Well for another 5 hours at least, when I had to repeat this same tedious task. This went on for a month, and due to the fact that I work most days, and late shifts in a majority of them, I finally phoned up again and asked what was to be done. A new phone was ent out, and after about a week the same problem began.
I phoned again...by this point had missed 3 calls from the hospital....and a new battery was sent out. No resolution. No once again phoned and this time a charger was sent out, as guided by the orange system. I phoned again after the problem reappeared and added that the phone seemed to have sporadic loss of reception. They concluded that there was a down transmitter, but this should not have too much bearing on the reception and sent another replacement phone.
Not to be a phone snob, but the LG is a horrendous bit of kit. Slow, random, unreliable, it was not a patch on the SE...
I decided to talk to Carphone Warehouse who offered to buy out the existence of the contract but I would have to front another 100 pounds and lose my number.
So I phoned up Orange again, explained I had bee with them for 10 years etc paying 70 pounds a month...and was offered a Samsung d900, after repeated request for a lower spec SE...I didn't care as long as it was relaible.
It arrived today, gave my phone away, put the SIM in and low and behold the phone started up. For about one hour. Then I put the charger on and the message Charging paused due to temperature came up.
So now disconnected, and phoneless I am really at a wits end. What rights therefore do I have in this situation. Surely there is a breach of contract if there is poor service being supplied? I could pull my hair out!
And I can't seem to find any address to send an official letter of complaint.
Any thoughts?
Thanks in advance
PS I had put this intot he other forum part, but saw similar problems here...nope no probs wit that...just need to get to the bottom of this really..