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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!
... Francis Mulleady.. 29 May 2003
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Email to Webmaster on 10 June 2003:
Our family have been with orange for about 5 years
now and recently when my 8310 developed a fault (which
they diagnosed and acknowledged) they were unable to help with giving
me a phone to cover my loss. As I am a senior clinician on-call several
times a week (all hours, including unsocial hours) this was most unsatisfactory.
The only help they offered was going to cost me more money - £30
for emergency cover plus £3.50 per month added to that sum for 12
months (tied contract) I had to go out and buy another phone to cover
myself whilst I send off my current mobile to be repaired by Nokia (I
contacted them at 75pence per minute as recommended by orange) Or I could
spend £70.00 and have my phone replaced. The 8310 has been recognised
from Orange to have problems - they have issued a new clip to hold the
sim card in place because it slips form its position inside the phone.
Yet, Orange are still distributing this phone and entering into contracts
with people even though they know it to be faulty. It appears that their
contact which they insist you take out is one-sided. Do not buy the 8310
as there are problems with it.
When our current contract is up for renewal, we will be leaving orange.
They are expensive, unhelpful, rude and their after-care sales service
is appalling. Do not buy orange - that is my advice and I will certainly
be attempting to promote this message as far as I can. David McKee
...10 June 2003
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I called 150 three times on the evening of 25th
November regarding a problem I had been experiencing with my Orange SPV
(a PC phone). During the last call the operator ran through
a diagnostic to establish the cause of the fault. At the end of this he
stated he would need to refer the problem to the technical department.
He could not give me any time frame that I may receive a call in; it could
be 10 minutes or 3 days. As you will appreciate, being without my telephone
for a day would be inconvenient and costly but being an SPV user, this
also means that Id be without a business tool that I have grown to rely
on.
Having explained that this would disable me for the days that I was without
it and that I could not accept that this was the only option, I spoke
to the supervisor. He reiterated what the operator had stated but extended
the possible turnaround time to seven days!
He agreed that it seemed that the phone was faulty and that it was crazy
that they could not override the need to refer on to tech before issuing
a replacement. Customer service is pointless and frustrating unless those
at the front end have the power and authority to solve customers problems.
I explained that I had already had problems with the headset socket of
three previous SPVs. This fault was annoying but I could still use the
SPV. Each time though, the operator had run through a diagnostic and found
that the phone was indeed faulty and a replacement sent out the next day.
On this occasion, the fault was far more serious and meant that the phone
was useless and I may have to wait 7 days to confirm that the phone was
faulty and then another day for the replacement. This is senseless.
This phone is sold as a business tool. It is designed so that you grow
to rely on it. This would be acceptable if the support backed this up.
You cannot expect that the SPV will be used seriously if, when it goes
wrong, you expect people to wait for days for a possible solution. Vincent
Bishop ... 24 November 2003
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