Here is a record of my complaint to Orange. They are terrible on customer service and for a market so called market leader very arrogant. The fax complaint to Orange tells its own story!

May 26, 2002
FAO: Orange Customer Services, Correspondence Section
Your Fax No: 0191 587 8129

Dear Sirs,
Re: Francis Mulleady, Other details removed for security purposes!

I am writing with regret to cancel the contract on this phone without further notice. I have had ongoing problems with reception in the UB7 area since taking out this contract. Despite calls to customer services and promised dates for repairing certain transmitters surrounding my area, this has failed to transpire.

On many occasions customer services have not listened to my situation and have simply repeated lines such as I?m sorry Sir but Orange cannot guarantee reception in buildings. Firstly that is not listening to the customer?s grievance as my problem happens inside and outside in the open air.

Secondly, using such a clause amounts to downright insensitivity and simply aggravates relations with the customer. On other occasions, I?ve been cut off because of poor reception whilst talking to customer services and nobody has ever made the effort to call me back despite it being a mater of record about my reception quality in the UB7 area. To add to this, when I use my O2 mobile (Which I had once hoped to cancel and port over with the old number and PAC code), I get no reception problems inside or outside. Therefore I believe I have a valid case of defective service and the failure of Orange to rectify this.

Frankly, as a new customer, who has just set up a company, and had subscribed to an heavy user tariff for business purposes, I am distinctly unimpressed with the efforts Orange have made to listen to my case or provide adequate customer service. When running a business I need reliability working from home with good service back-up.

If this is the case then the said company will get my customer loyalty (I have been with O2 for over 3 years) If not, I will exercise my rights as a consumer, which I am now doing.
I don?t expect Orange to counter my action with contract clauses and small print. Given the attitude I?ve had from Orange up to now, I will counter this with the fact that you cannot affect my statutory rights under consumer law in the UK with your own clauses, if the product or service has been continuously defective since the date of purchase. I exercise this right to reject the service and product under the Consumer Goods Act as a serious defect of service.

I am cancelling my direct debit with Orange with immediate effect and request that you simply invoice me for any call and texts charges made up to now, which I will happily pay. I will also return the phone unit boxed to the retailer (Eurofone) from whom I purchased the contract initially.

I will not be requesting anything more than that despite having to sometimes to ring your customer services number from my landline or the time I?ve wasted from inception of the contract. All I ask for is honourable discharge and for Orange to play fair given the very poor level of I've received.

Frankly, I'm most disappointed with the lack of consideration, given the claims you make about customer commitment and reception quality. This is the first time I've ever had to resort to such a complaint or resort to such drastic action with any product or service provider in my life and I do this with regret. However I will not accept such poor service, customer insensitivity or corporate arrogance.

Yours Sincerely

Francis Mulleady