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Orange complaints?

qazimqazim

How to speak to Orange complaints department?

Hello All,

Orange are the worst network provider. I have been with Orange for about 4 years after signing up my 5th year contract. I took out the Sony Ericsson W950i which was a faulty handsets and Orange replaced it with a Refurbished handset. Since the replacement for refurbished handset I had 9 replacements within a period of 3 months.


Orange then decided to change my handset from Sony Ericsson W950i to Sony Ericsson W880i which was also a refurbished. After the phone replacement 1 week later I had another problem having a second replacement W880i which was also refurbished.

Its now month 6 of my contract and I have had about 12 15 replacement phones which have ALL been refurbished.

Now my 3rd replacement W880i has stopped working and Orange are refusing to replace it or repair it and said I need to take out insurance as Orange only deal with first 6 months with warranty.

I have NEVER had an working phone for more then 1 month.

When I phoned up Orange Correspondence department they said they only deal with written complaints. I have faxed and written 3 letters with all recorded delivery.

How can I speak to someone high in Orange? Who will listen to my complaint? Who will help me?

Thanks for your help

All Comments (72)

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1
    mattykan
    qazim
    How to speak to Orange complaints department?

    Hello All,

    Orange are the worst network provider. I have been with Orange for about 4 years after signing up my 5th year contract. I took out the Sony Ericsson W950i which was a faulty handsets and Orange replaced it with a Refurbished handset. Since the replacement for refurbished handset I had 9 replacements within a period of 3 months.


    Orange then decided to change my handset from Sony Ericsson W950i to Sony Ericsson W880i which was also a refurbished. After the phone replacement 1 week later I had another problem having a second replacement W880i which was also refurbished.

    Its now month 6 of my contract and I have had about 12 – 15 replacement phones which have ALL been refurbished.

    Now my 3rd replacement W880i has stopped working and Orange are refusing to replace it or repair it and said I need to take out insurance as Orange only deal with first 6 months with warranty.

    I have NEVER had an working phone for more then 1 month.

    When I phoned up Orange Correspondence department they said they only deal with written complaints. I have faxed and written 3 letters with all recorded delivery.

    How can I speak to someone high in Orange? Who will listen to my complaint? Who will help me?

    Thanks for your help



    You could try the Orange CEO email address?

    Orange Olaf Swantee, CEO Olaf.Swantee@orange.co.uk">Olaf.Swantee@orange.co.uk

    I did that with Charles Dunstone when my gf was with CPW O2 and got a reply and a senior manager to deal with my problems ASAP.

    Information taken from here:

    http://www.connectotel.com/marcus/ceoemail.html

    Good luck!! :thumbsup:
    muckypup
    When I worked in electrical retail(though it was 10 years ago!) complaint letters that were sent to the chairman were always dealt with very quickly!

    It worked on the premise that, for a customer to go to the trouble of putting their complaint in writing and having to go to the top of the organisation,they must be very disgruntled indeed.

    It's the best that I can suggest,mainly because via the phone you will not get the chance to speak directly to who you want,there are a myriad of levels that will stall you and promise to deal with your problem etc etc.

    I would put in the letter that you expect better from a company such as Orange,that you have been a very loyal customer,that you feel that they have little regard for their customers....these sorts of things.

    Hope you get things sorted.
    megalomaniac
    Yeah writing a letter is the best way so you've done right there, don't forget to use recorded delivery (so they can't deny receiving it) and to CC Ofcom (make sure you point out you've done as such). That'll get 'em moving!

    Seeing as you have been paying for a service you have been unable to use I would say that you are at least due a partial refund on your monthly line rental.......Also I think they will fall foul of the Sale of Goods act in regards to a reasonable expectation of lifespan, 6 months is not a long time to cover a phone for besides I'd say your warranty period should begin anew for each "new" phone they dish out.

    Hope that helps.
    qazim
    mattykan
    You could try the Orange CEO email address?

    Orange Olaf Swantee, CEO Olaf.Swantee@orange.co.uk">Olaf.Swantee@orange.co.uk

    I did that with Charles Dunstone when my gf was with CPW O2 and got a reply and a senior manager to deal with my problems ASAP.

    Information taken from here:

    http://www.connectotel.com/marcus/ceoemail.html

    Good luck!! :thumbsup:


    Thanks all

    Repped

    Just contacted a company called called cisas
    http://www.cisas.org.uk/

    They told me I can claim all my money back and cancell contract so that just over 1k for 6 months

    I have also emailed from that email

    Just going to phone orange customer service and record a telephone call to how bad there customer serivce is :)
    muckypup
    let us know how you get on....could be useful to others if they have problems like this:)
    qazim
    muckypup
    let us know how you get on....could be useful to others if they have problems like this:)


    Yes I will do. Its just very sad to see a company p1ss a customer of like this been with them for 5 years got two lines. They simply dont care and Im going to make sure they pay !:evil: and bills coming to £80 - £90 per month!
    qazim
    Just emailed the following directors @ Orange
    Directors: steve.olive@orange.co.uk">steve.olive@orange.co.uk, Bernard.Ghillebaert@orange.co.uk">Bernard.Ghillebaert@orange.co.uk, frank.boulben@orange.co.uk">frank.boulben@orange.co.uk

    and the executive office :)

    I dont mind just going through agencys such as CIAIS but this way would be quicker
    qazim
    got an auto reply email from Steve

    I have left Orange with effect from 30th March 2007. For any queries relating to Human Resources please contact the Orange UK HR team.

    Steve Olive


    I wonder why :S?
    waterfordmma
    a letter is always the best way to go
    qazim
    waterfordmma
    a letter is always the best way to go

    I have sent 3 recorded delivery letters no response
    waterfordmma
    make sure it it to the attention of a ceo or chair person and not "admin dept" or "complaints dept", should get a reply within a week, mind you i've heard nothing but bad things about orange. .
    qazim
    [SIZE="8"]Result![/SIZE]Just had a call from Executive office who i emailed contracts CANCELLED!
    muckypup
    Good news, qazim!:)
    qazim
    if anyone has any problems with Orange email the following department:
    executive.office@orange.co.uk">executive.office@orange.co.uk,

    They phoned me up same day and offered to cancel both lines 12 & 18 month and im only 6 months into contract

    SAD really I been customer for 5 years they should of offered me different phone + credit on my account but still would of cancelled

    THANKS FOR EVERYONE who helped

    Time for 2 new contracts :)
    mattykan
    qazim
    [SIZE="8"]Result![/SIZE]Just had a call from Executive office who i emailed contracts CANCELLED!


    Well done!!! :thumbsup:

    Which person out of the list above replied to your query??
    merlinthehappypig
    mattykan
    You could try the Orange CEO email address?

    Orange Olaf Swantee, CEO [EMAIL="Olaf.Swantee@orange.co.uk"]Olaf.Swantee@orange.co.uk[/EMAIL]

    I did that with Charles Dunstone when my gf was with CPW O2 and got a reply and a senior manager to deal with my problems ASAP.

    Information taken from here:

    http://www.connectotel.com/marcus/ceoemail.html

    Good luck!! :thumbsup:


    I have contacted the CEO's of Orange, Vodaphone and HBOS in recent months, using the above website, after getting no-where with customer services, Recorded delivery letters etc. In each case the problem was resolved, to my satisfaction, the same day. Can't recommend this method highly enough
    qazim
    mattykan
    Well done!!! :thumbsup:

    Which person out of the list above replied to your query??

    thanks again

    God my and my wife feel so much better less stress :)

    I emailed executive.office@orange.co.uk">executive.office@orange.co.uk and they called me back same day


    thanks all again! :) :) :)
    Fennerz66
    I have been a loyal mobile phone customer of Orange, since 2004 and believed that as part of my contract, that I enjoyed the benefits of "Free" Home Broadband.
    Imagine my confusion and dismay therefore, when I received a correspondence, dated September 2012, advising me that my "free" home broadband would shortly be coming to an end, and that to keep it, all I had to do was "sign up to our free broadband plan with Orange home line rental" and move my line rental to Orange (from my existing supplier, BT), before 12 November 2012.
    Suffice to say that I phoned Orange's Home Broadband Team (0800 294 4747), to enquire as to what was happening......
    Initially I got through to "Dan"(who said that he did not have a surname). Dan 'advised' me that he was unable to help me; if I wanted to continue to enjoy my "free" home broadband, I would have to transfer my line rental over to Orange before 12 November 2012 and pay £14/month.
    I then asked to speak to "Dan’s” Supervisor. (At this point all managers were busy, so I requested that someone call me back). "Phil" (again, who shall remain surname-less) returned my call and proceeded to tell me that whilst my contract dating back to 2004 did initially include free home broadband, my subsequent contracts only included this as a "goodwill" feature; Indeed, my current mobile phone contract for £15/month (which expires on 11 September 2013) was below the £25/month threshold for "free" home broadband and the feature had obviously been erroneously continued by the Sales Assistant in the Orange Shop. Phil 'advised' me that it was effectively a fait a compli; I was at liberty to continue with my current line rental provider, but my "free" home broadband would discontinue after 12 November..... Furthermore, I was at liberty to cancel my existing mobile phone contract (he would transfer me to the Mobile Phone Team), but I would incur charges for early cancellation!!!
    After ending the call a dissatisfied and disillusioned customer, I again phoned the Orange Home Broadband Team and this time spoke to "Kyle", who advised me that the number I was phoning was just a Call Centre and there would not be anyone there who would be able to make a policy decision regarding my predicament. Kyle gave me a number to contact Orange Customer Care (0844 873 8586).
    Upon contacting Orange "Customer Care" (note the irony), I requested to speak to a Manager and was advised that all managers were currently busy. I asked the Care Assistant to ask a manager to phone me back on my landline. Having received no call after 38 minutes, I phoned back and spoke to "Claire", based in Yorkshire, who said that there was no record of any 'activity' logged on my account since September 2012.
    Claire advised me that she wouldn't be able to deal with my problem herself, but would transfer me to a colleague...... Yes, you've guessed....... She transferred me to "Dan", who in turn transferred me to "Phil", who said that he would transfer me back to "Dan" and ask him to take my contact details to email Orange's Head Office, to arrange for a senior colleague to contact me..... I await in eager anticipation, not!
    How can mobile phone companies be allowed to operate in this way and treat loyal customers in this manner? Whatever happened to real Customer Service, where the Customer was valued and contracts were honoured? My perception of Orange is that they are trying to fleece their customers..... When the opportunity arises to renew my existing mobile phone contracts (I currently have 3 personal phone and one business contract), I will vote with my feet......
    mulletduck
    Hi guys. I tried e-maling the CEO office about my problem but they told me to contact customer services, which in turn told me to call India. I opened an account with them eight months ago when they had a special offer panther, £15.50 down to 10.50, twelve months contract. Only I've realised they never took the £5 off. When I phoned they told me I didn't buy that contract. However I have the order email that clearly states £10.50...

    Has anyone got any advice or has anyone been in a similar situation?

    Thanks.
    jaybear88
    I think this is by far the oldest resurrected thread I have ever seen on HUKD! Fennerz, how did you even come across a 4+ year old thread?

    To be honest, I think you may be at a complete loss on this one. If you signed up for a fixed term contract, that had a freebie attached, after that fixed term, I don't see how they would be obliged to continue any aspect of the original contract. **However** if you're latest renewal clearly states in the contract that broadband is included you may have some grounds to stand on. Question is, if orange broadband is now only available when the line itself is operated by Orange, things could get sticky. While they give you "free" broadband, actually keeping it may cost a pretty penny. Anyway, first thing is first, get your renewed contract out and prepare to scan it in when you start emailing!

    MulletDuck; As frustrating as it might be, I'm a big believer in email contacts, even though it may take a little more time than simply calling. You can forward entire conversations back and forth and make sure you have that order email embedded in it so that they can all see!

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