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Orange Customer Services Help

kenny_logical Avatar
5y, 7m agoPosted 5 years, 7 months ago
Hi there,

A friend told me to post my problem on this site to see if you guys could help.

Basically, rang up Orange to cancel my contract. Due to their crappy phone signal. They offered me a new contract, which I thought was acceptable even though I didnt really want to stay with them but I wouldn't of been able to get anything cheaper anywhere else for what I need.

I rang them up on the Monday agreed to the contract, but said, I need it to recieve the phone the next working day as I have to leave as I'm moving away for 2 months on Wednesday. It was promised to me that it would arrive on Tuesday.

Guess what it didnt. So now, I'm in Liverpool for 2 months and the phone is stuck in London. I have rang Orange Customer services, asked to speak to a manager and was rudely told its not their fault, but the couriers.

I now don't no what to do and was wondering if any of you had any ideas. Who should I take this up with, as I am now paying for a phone that I can't use for 2 months and was promised by Orange that it would be there the next working day.

Any help would be much appreciated.

Thanks
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kenny_logical Avatar
5y, 7m agoPosted 5 years, 7 months ago
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(16) Jump to unreadPost a comment
Comments/page:
#1
What was the reason for non-delivery, were you not in when they tried to deliver?

What time did you call them on Monday, asking for delivery the following day?
#2
Can't someone at home just post it to you?
#3
This ^
#4
or phone the courier!
#5
cdm22
or phone the courier!


If it's been dropped the courier won't go back and get it. Orange might be able to arrange to get it picked up and forwarded, but then someone would have to be in to give to them. . .
#6
It was monday morning I was on the phone to Orange, and promised next day delivery. Yes I was in all day and they just didn't turn up. Yeah someone at home can post it to me, but then I have to end up paying even more to send it etc.

Its just a major inconvenience which I don't need and don't really have time to deal with. Asking people to go out their way for me to get it sent up here, its just a joke.
1 Like #7
Surely its more inconvenient to not have a phone for 2 months then getting someone to post it to you!
#8
I don’t think you’ve got much of a case, you could ask for the transcript from Orange regarding your phonecall where you specified delivery for the next day and they agreed to this, but you would still be liable for the bill for the 2 months you are away, they might agree to reduce it or discount it for the inconvenience but I don’t think you’ll get much more than that.

Once you realised on the Tuesday that the couriers were a no show, did you call Orange the same day to see what they would do/if you could cancel?
#9
It will probably cost £6 to send the phone special delivery next day, not the end of the world.
Yes, an inconvenience but if someone could pop to the post office - it's still open - you would have it by tomorrow.
#10
Yeah when I rung Orange, they where just rude to me and i was told it was the couriers fault. Thats whats annoying me. No one has apologised and I have just been sent around in circles. Yeah it looks like I will have to get someone to send it up to me. Or if it still hasn't come just cancel the contract and let the couriers take it back to orange themselves.
#11
kenny_logical
It was monday morning I was on the phone to Orange, and promised next day delivery. Yes I was in all day and they just didn't turn up. Yeah someone at home can post it to me, but then I have to end up paying even more to send it etc.

Its just a major inconvenience which I don't need and don't really have time to deal with. Asking people to go out their way for me to get it sent up here, its just a joke.


Also, this is going to sound harsh, but if this is what you consider a major inconvenience and the biggest issue bothering you at the moment you are a seriously lucky bloke.
You said someone can post it for you, for the sake of £6 postage, I'd just deal with it as after phoning customer services you'll probably pay half that in call charges. Keep the postage receipt, try scanning it and emailing it to customer services asking to be reimbursed, but it really isn't a massive deal, I'm sure your friend/family won't mind and it'll be a quick and easy solution to your problem.
#12
It may be the couriers fault, but as the contract for delivery is between Orange and the courier, then Orange should sort it out....
#13
Well sickly sweet, I understand that innocent people die all around the world and I understand that is a bit of a major inconvenience to them, but please can we keep the discussion in context.

I no its £6 postage for next day delievery too, its the fact I have been rudely spoken too, and its something I shouldn't be having to deal with and all the other things that go along with it. I came on here to ask if anyone has had any problems similar to this etc and what they did and what actions they carried out. Not to be told I'm a lucky bloke because the only thinkg you no about me is that I have been messed around by Orange.
#14
OK, but the situation is not quite as awful you said in the OP:

kenny_logical
I am now paying for a phone that I can't use for 2 months


You have someone willing to post it so I would just ask them to do that and you will have the phone in your possession and usable by the end of the week, depending on when they post it.

Take up the issue/s with orange customer care, I would email them and scan the the receipt of the Royal Mail receipt. I'm not sure you will get any more advice than that.
#15
If you complain to Orange CS (enough) they will credit you the cost of sending it up.
#16
is it just me or did you say you phoned up to cancel due to a crappy signal,......so why did you take another contract out with orange?

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