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    Orange Letter of Complaint...

    Have people found it better to write or e-mail??

    And what has the outcome been of the complaint..

    I have written a letter because of the awful customer service i received with my iPhone 4. They sold my phone that i put a deposit down on to somebody else...

    9 Comments

    I have the email address for the CEO and the PA to the CEO - PM me

    Original Poster

    Thanks for this..

    Has anyone complained before?

    Original Poster

    Nobody?

    I have.

    Nothing happened.

    Original Poster

    dxx

    I have. Nothing happened.



    When did you complain and what about?

    I found this earlier if it is any help to you. It's about what you should do if you still aren't happy!..

    orange.co.uk/ter…htm

    26. onwards...

    399out

    When did you complain and what about?I found this earlier if it is any … When did you complain and what about?I found this earlier if it is any help to you. It's about what you should do if you still aren't happy!..http://www.orange.co.uk/terms/5594.htm26. onwards...



    Oh, it was a few years ago. I wrote to complain about how absolutely they had screwed up my account, putting me on a contract that cost three times the price of the contract that I';d actually signed up for. I had all my stuff documented, which proved entirely that they were in the wrong, and that not only was I not due them money, but that they were due me money.

    They received the letter, and promptly binned it, it seemed.

    I wrote to them by fax and recorded delivery mail and demanded a response in writing, so that I had a complete record of communications. Lo and behold, they phoned me back to discuss my grievance! I refused to speak to them and insisted they put it in writing, under threat of referral to the Ombudsman. They soon caved in.

    My greivances (plural) were over an excessive delay in refunding a significant sum owed to me, and excessive data charges for e-mail which was supposed to be unlimited inclusive but charged as part of my data bundle.

    Original Poster

    Thistleno1

    I wrote to them by fax and recorded delivery mail and demanded a response … I wrote to them by fax and recorded delivery mail and demanded a response in writing, so that I had a complete record of communications. Lo and behold, they phoned me back to discuss my grievance! I refused to speak to them and insisted they put it in writing, under threat of referral to the Ombudsman. They soon caved in.My greivances (plural) were over an excessive delay in refunding a significant sum owed to me, and excessive data charges for e-mail which was supposed to be unlimited inclusive but charged as part of my data bundle.



    I have requested everything is in writing...

    What was the outcome?

    I have requested everything is in writing...What was the outcome?



    They upped my data allowance and refunded me the excess costs and the money they owed me as a "goodwill gesture", but only after months of unanswered letters. In fact, it was only a matter of days before I would have been entitled to refer the matter to adjudication. Orange are signed up to the Communications and Internet Services Adjudication Scheme (www.cisas.org.uk), so be sure to mention them in any complaint, might move things along a bit quicker...

    I have never known a company so entirely shambolic in their customer service. Best of luck!
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