At my wits end here - suggestions please!
Discussion
Nearly two months ago I ordered a new mobile phone online from... well, let's call them the 'Two Stop Phone Shop' - only one less, if you get my drift 
Cue monumental cock-up that sees my new handset being delivered to someone else at the other end of the country. Phone them up tell them they've screwed up and they'd better get another sent out pronto. Their response is, basically, tough s**t - you'll have to wait until we get it back in and then we'll send it on to you. Not good enough says me, and cancels the order. Cue more cock-ups. Not only did they register that handset to me, they also registered another 'mystery' handset to me as well!
So, not only have I paid for a handset I never received (and am still waiting for a refund despite many phone calls, e-mails and faxes), I am also having to pay for the contract on a non-existent phone (the contract for the original order was terminated and refunded after a bit of shouting). And it gets better: my credit card company are being spectacularly obtuse in disputing the transaction because the phone company have already said, in theory, that they will refund me, but so far have failed to do so. And Orange are claiming that they cannot cancel the contract on the non-existent handset as it has to be done through the original supplier, even though they claim to have no knowledge of it! One prat at Orange even threatened me with a credit blacklisting if I refused to pay or cancelled the direct debit!
Anyhow, I'm quite thoroughly sick of all this now - speaking to either Orange or 'Two Stop Phone Shop' is a complete waste of time - I never get to speak to the same person twice and no one seems to bother making notes on my account record. I am so angry about this and the unbelievable levels of incompetence and indifference shown that I find it had to remain coherent whever I talk to any of these people.
This matter has taken up far too much valuable time that I should be using to make my company money. So, who can I report them to, who can I sue and what's the best way of going about it?
>>> Edited by judas on Tuesday 26th April 10:37
Cue monumental cock-up that sees my new handset being delivered to someone else at the other end of the country. Phone them up tell them they've screwed up and they'd better get another sent out pronto. Their response is, basically, tough s**t - you'll have to wait until we get it back in and then we'll send it on to you. Not good enough says me, and cancels the order. Cue more cock-ups. Not only did they register that handset to me, they also registered another 'mystery' handset to me as well! So, not only have I paid for a handset I never received (and am still waiting for a refund despite many phone calls, e-mails and faxes), I am also having to pay for the contract on a non-existent phone (the contract for the original order was terminated and refunded after a bit of shouting). And it gets better: my credit card company are being spectacularly obtuse in disputing the transaction because the phone company have already said, in theory, that they will refund me, but so far have failed to do so. And Orange are claiming that they cannot cancel the contract on the non-existent handset as it has to be done through the original supplier, even though they claim to have no knowledge of it! One prat at Orange even threatened me with a credit blacklisting if I refused to pay or cancelled the direct debit!
Anyhow, I'm quite thoroughly sick of all this now - speaking to either Orange or 'Two Stop Phone Shop' is a complete waste of time - I never get to speak to the same person twice and no one seems to bother making notes on my account record. I am so angry about this and the unbelievable levels of incompetence and indifference shown that I find it had to remain coherent whever I talk to any of these people.
This matter has taken up far too much valuable time that I should be using to make my company money. So, who can I report them to, who can I sue and what's the best way of going about it?
>>> Edited by judas on Tuesday 26th April 10:37
Ok - heres what to do:
1 Go to your nearest Orange Shop and ask to see the manager. Be reasonable, but explain you are at your wits end and you are about to write to the MD and various consumer organisations.
Then tell them you need their help - people like to be asked this as it is compliment.
2 Take any documentation with you, and clearly type out before hand a bullet point explaination of what has happened in date order. Use this to refer to and give them a copy.
3 Agree a date by which they will respond to you with a solution or an update. Make it no morethan 48hrs.
See how you get on with that.
1 Go to your nearest Orange Shop and ask to see the manager. Be reasonable, but explain you are at your wits end and you are about to write to the MD and various consumer organisations.
Then tell them you need their help - people like to be asked this as it is compliment.
2 Take any documentation with you, and clearly type out before hand a bullet point explaination of what has happened in date order. Use this to refer to and give them a copy.
3 Agree a date by which they will respond to you with a solution or an update. Make it no morethan 48hrs.
See how you get on with that.
Decided to give them one last call. Spoke to someone and told them the situation and the deal was they have one last chance to sort this before I go legal on them. They said it would be sorted today. I said I'd better get a call by the end of the day telling me it has been done or the next communication will be from my solicitor to tell them they're being sued. Followed it up with a fax to the customer service and internet managers summarising the situation and warning them they have 24 hours before I instigate legal proceedings and report them to all and sundry.
Still angry...
The people these companies employ must look at McDonalds jobs as something to aspire to... Absolute fecking chimps the lot of 'em.
Still angry...
The people these companies employ must look at McDonalds jobs as something to aspire to... Absolute fecking chimps the lot of 'em.Whatever you do put it all in writing.
We had a similar dispute with goods that were delivered and were faulty and also not as described. The supplier refused to replace so we told them to cancel the order. They refused and after a few phone calls basically told us to get stuffed.
We did a little research into our rights (paying on cc certainly helps) and wrote a letter which was cc'd to their local trading standards and to the cc company.
We clearly stated what we expected (full refund and collection of the goods for return at their cost) and when we expected resolution by (5 working days). Got a very poilte call from them on receipt and full refund in short order.
Keep it all factual and simple and it'll work out.
We had a similar dispute with goods that were delivered and were faulty and also not as described. The supplier refused to replace so we told them to cancel the order. They refused and after a few phone calls basically told us to get stuffed.
We did a little research into our rights (paying on cc certainly helps) and wrote a letter which was cc'd to their local trading standards and to the cc company.
We clearly stated what we expected (full refund and collection of the goods for return at their cost) and when we expected resolution by (5 working days). Got a very poilte call from them on receipt and full refund in short order.
Keep it all factual and simple and it'll work out.
It seems to be the corporate way. Caused by big computers and people with no ability or imagination.
I had a 9-month battle with the well-known telephone company (eventually sorted by sending recorded delivery letters to the Chairman), and am currently fighting an electricity company on behalf of my mother because we dispute the bill. I've given up trying to contact them by phone, fax or e-mail: nothing works, we just go round in circles. I guess we'll get our chance in court!
I had a 9-month battle with the well-known telephone company (eventually sorted by sending recorded delivery letters to the Chairman), and am currently fighting an electricity company on behalf of my mother because we dispute the bill. I've given up trying to contact them by phone, fax or e-mail: nothing works, we just go round in circles. I guess we'll get our chance in court!
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