Orange Phones - Complaints.
Discussion
Cheers mate.
Orange deny that I cancelled a contract. Depending who I speak to, some say they have no record of the call cancelling the contract, others say they do.They say a supervisor will ring me but I never get a call back.I call back again and they have no record of my previous call/calls (depending who I speak to).Refuse to refund the amount they have taken, totals £225.
Orange deny that I cancelled a contract. Depending who I speak to, some say they have no record of the call cancelling the contract, others say they do.They say a supervisor will ring me but I never get a call back.I call back again and they have no record of my previous call/calls (depending who I speak to).Refuse to refund the amount they have taken, totals £225.
I worked in an Orange call centre a few years back. Things may have changed since, but at the time if you weren't satisfied with the answer/service you could speak to a supervisor and it was company policy that they had to get someone for you to speak to. You could then escalate above the supervisor to a Helpdesk Manager and if you still had no joy they were required to get the Call Centre Manager.
They'd try and play down the escalation policy, refusing to pass you on to someone else, but it you stuck to your guns they'd have no alternative. Once you get to the Help Desk Manager level you're dealing with someone that doesn't ususally have any contact with customers at all and usually has a lot better things to be doing that getting shouted at by an irrate customer. In my experience this means that regardless of the situatuion, whether you're in the right or wrong, they'll give you or do whatever you like to get you off the line as quickly as possible.
Failing that a letter to Exec Office in Peterlee may help. Not sure of the address or contacts anymore though.
They'd try and play down the escalation policy, refusing to pass you on to someone else, but it you stuck to your guns they'd have no alternative. Once you get to the Help Desk Manager level you're dealing with someone that doesn't ususally have any contact with customers at all and usually has a lot better things to be doing that getting shouted at by an irrate customer. In my experience this means that regardless of the situatuion, whether you're in the right or wrong, they'll give you or do whatever you like to get you off the line as quickly as possible.
Failing that a letter to Exec Office in Peterlee may help. Not sure of the address or contacts anymore though.
Thanks for the replies.
I've managed to get an address out of one of the customer representatives, that she says is the equivalent of a complaints dept.
Its the Correspondence Dept in Patchway, Bristol.
If I send a letter of complaint to Bristol, cc'd to Sanjiv Ahuja and Trading standards I ought to be hedging my bets!.
I've managed to get an address out of one of the customer representatives, that she says is the equivalent of a complaints dept.
Its the Correspondence Dept in Patchway, Bristol.
If I send a letter of complaint to Bristol, cc'd to Sanjiv Ahuja and Trading standards I ought to be hedging my bets!.
chili1 said:
No I didn't cancel it in writing, only via telephone as advised by Orange.
Looking back, maybe I should of cancelled in writing....
Live and learn though!.
Yeh, it's always best. They record all the calls, but that's just for their use....
Hope it works out ok, and to be honest it usually does (unless you're trying it on
)I've found a problem with my phone but I don't know if it's supposed to do it - the contract isn't clear.
I'm supposed to get 5 free texts a day on Orange Just Talk, which I do, normally, but not if I'm low on credit. If I've got only a few seconds left, suddenly they start charging for the 'free' text.
Anyone know if they're supposed to do that?
I'm supposed to get 5 free texts a day on Orange Just Talk, which I do, normally, but not if I'm low on credit. If I've got only a few seconds left, suddenly they start charging for the 'free' text.
Anyone know if they're supposed to do that?
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