Orange. The futures bright.
Oh no fsck'in it isn't!
I went back to Orange after having been messed around by O2 due to the fantastic customer care I had there.
I had been on pre-pay, but I broke my mobile when it slipped out of my pocket while vigorously closing the car door.
I didn't really want to go contract, I had a very good deal on Orange pre-pay, which included 300 text mesaages and free evening calls to other Orange users (the wife).
However all the phones on prepay were eitther 1. Crap, or B. £150+ which I thought a bit to much of an unexpected blow to the wallet while moving house.
And I couldn't wait to get a mobile, I didn't have a mobile. I NEEEDED a mobile.
sad, I know.
I couldn't get the phone I wanted (M600i) so settled for a Nokia 6633, which is a so-so mobile. I just wish Nokia weren't stuck in the dark ages when it came to user interface. Seriously, anything by Sony-Ericsson is better.
I also got a good deal on the contract.
Or so I thought... well, so I was told anyway.
This is where it becomes less bright.
When I took out the contract I was told I would have 3 months free unlimited data as a trial offer.
I was also given a £100 credit for my old phone, even though it had a smashed screen.
I didn't use the data much the first month, so noticed nothing wrong.
Then for the second and third month, with moving house having been delayed, I was without broadband.
I found how to connect my mac to the net via my mobile.
Also shared the connection with Karen.
Half way thhrough month 3 I recieve the bill for month 2
£443.43
There must be a mistake. A decimal place shifted or something.
Not quite, but there was a mistake.
I phoned Orangee customer service, who looked into the matter and said that the special offer data bundle had not been applied, Orange would credit me back the data charges apply the bundle, and all would be alright.
Phew. Orange customer services lived up to their rep.
hahahaaaaaaaaa.... ha.
Month 3's bill arrives.
£998.62
Hold on. They said that they were going to credit back the data charges... didn't they?
Apparently they had.
I phoned Orange once again, explaineded the problem, and was expecting to hear something along the lines of "oh yes! SO sorry We'll get that fixed right away".
I actually heard, You've been credit back the previous month's these charges are valid and you're going to have to pay them.
But I had a 3 months free bundle?
The chargess are valid you'll have to pay.
but what...
the charges
...about
are valid
...my 3 month
bundle?
you'll have to pay.
I'd like to speak to your supervisor.
So what happened to my 3 month bundle?
Apparently, after having forgetting to put me on the bundle in the first place, they then put me on a 2 month bundle.
They also back dated it to the beginning of the contract.
Something I've recently found out their not supposed to do.
In the meantime I've been hung up upon by Orange billing department, made inumerable phone calls to customer services and eventually, eventually was told I would have to go to the Orange retail store and get the girl who set up the contract to phone them and swear that I had been told I would be put on the 3 month free bundle.
Now, I may be cynical, but what is the likelyhood of that happening?
But it did.
I know, I was surprised as well.
After 2 hours on the phone with the girl I was appologised to and was told that I would have the full amemount credited back to me, and was put on a new trial bundle (off peak only) to make up for my hassle.
I even got it in writing.
I wasn't as surprised whenn I d got the e next bill. Yeah, I am cynical.
£1022.26
Back to the Orange shop.
After another 2 hours on the phone it tranispires that a different supervisor had over ruled their work collegue and cancelled the credit.
"But I have it in wrriting that you're going to credit back those charges."
"We don't accept that."
There's more too-ing and frowing.
The manager of the store is so pisssed off with Orange customer services and billing that he decides to take on the case and fight it himself.
I swear, if the retail store staff hadn't been so helpfull I would... I'll leave it up to you to imagine, and bear in mind how fertile my imagination is.
I also begin to prepare to take Orange to the small claims court.
The Orange retail store manager is stonewalled by Orange billing.
They want that money not matter what, whether it's their mistake, doesn't matter.
So I phone again, I'm actually baiting with this pthone call. Not once have Orange customer services advised me of their ADR (Alternative dispute Resolution) scheme. A scheme they are legally bound to be a memeber of, and advertise to their customers.
I found it in the smallest of small print in the contract, after having done some digging on the net to see if anyone else had had similar problems and had found a way passed the impasse.
I even asked the people on the phone leading questions like "Is there no alternatiive way to resolve this dispute?"
So this time when I phone I begin with telling them that the conversation is being recorded, and ask to be put through to a supervisor.
All of a sudden this supervisor is really really helpfull.
"Wow, this has been draggiining on for a long time. You have quite remarkable patience." etc etc etc.
Even gives me his full name, extension number, and building code. To be sure I can contact him quickly to reconcile the problem asap!
He'd need to do some digging in to the situation, but he'd read thhe notes and was suuuure something could be done. Not that he was saying I was definitely get the credit, but he was positive.
So I leave it a few days.
Recieve a 'I'm still on the case, it's just taking time' phone call.
then a few more days pass by... and a few more... and a few more.
I have of course already started phoning back.
And every time ha ve been told that the person isn't logged in at their station, try phoning back in an hour, or tomorrow.
And that's how things stand now.
So it looks set for me getting my day in court.
I went back to Orange after having been messed around by O2 due to the fantastic customer care I had there.
I had been on pre-pay, but I broke my mobile when it slipped out of my pocket while vigorously closing the car door.
I didn't really want to go contract, I had a very good deal on Orange pre-pay, which included 300 text mesaages and free evening calls to other Orange users (the wife).
However all the phones on prepay were eitther 1. Crap, or B. £150+ which I thought a bit to much of an unexpected blow to the wallet while moving house.
And I couldn't wait to get a mobile, I didn't have a mobile. I NEEEDED a mobile.
sad, I know.
I couldn't get the phone I wanted (M600i) so settled for a Nokia 6633, which is a so-so mobile. I just wish Nokia weren't stuck in the dark ages when it came to user interface. Seriously, anything by Sony-Ericsson is better.
I also got a good deal on the contract.
Or so I thought... well, so I was told anyway.
This is where it becomes less bright.
When I took out the contract I was told I would have 3 months free unlimited data as a trial offer.
I was also given a £100 credit for my old phone, even though it had a smashed screen.
I didn't use the data much the first month, so noticed nothing wrong.
Then for the second and third month, with moving house having been delayed, I was without broadband.
I found how to connect my mac to the net via my mobile.
Also shared the connection with Karen.
Half way thhrough month 3 I recieve the bill for month 2
£443.43
There must be a mistake. A decimal place shifted or something.
Not quite, but there was a mistake.
I phoned Orangee customer service, who looked into the matter and said that the special offer data bundle had not been applied, Orange would credit me back the data charges apply the bundle, and all would be alright.
Phew. Orange customer services lived up to their rep.
hahahaaaaaaaaa.... ha.
Month 3's bill arrives.
£998.62
Hold on. They said that they were going to credit back the data charges... didn't they?
Apparently they had.
I phoned Orange once again, explaineded the problem, and was expecting to hear something along the lines of "oh yes! SO sorry We'll get that fixed right away".
I actually heard, You've been credit back the previous month's these charges are valid and you're going to have to pay them.
But I had a 3 months free bundle?
The chargess are valid you'll have to pay.
but what...
the charges
...about
are valid
...my 3 month
bundle?
you'll have to pay.
I'd like to speak to your supervisor.
So what happened to my 3 month bundle?
Apparently, after having forgetting to put me on the bundle in the first place, they then put me on a 2 month bundle.
They also back dated it to the beginning of the contract.
Something I've recently found out their not supposed to do.
In the meantime I've been hung up upon by Orange billing department, made inumerable phone calls to customer services and eventually, eventually was told I would have to go to the Orange retail store and get the girl who set up the contract to phone them and swear that I had been told I would be put on the 3 month free bundle.
Now, I may be cynical, but what is the likelyhood of that happening?
But it did.
I know, I was surprised as well.
After 2 hours on the phone with the girl I was appologised to and was told that I would have the full amemount credited back to me, and was put on a new trial bundle (off peak only) to make up for my hassle.
I even got it in writing.
I wasn't as surprised whenn I d got the e next bill. Yeah, I am cynical.
£1022.26
Back to the Orange shop.
After another 2 hours on the phone it tranispires that a different supervisor had over ruled their work collegue and cancelled the credit.
"But I have it in wrriting that you're going to credit back those charges."
"We don't accept that."
There's more too-ing and frowing.
The manager of the store is so pisssed off with Orange customer services and billing that he decides to take on the case and fight it himself.
I swear, if the retail store staff hadn't been so helpfull I would... I'll leave it up to you to imagine, and bear in mind how fertile my imagination is.
I also begin to prepare to take Orange to the small claims court.
The Orange retail store manager is stonewalled by Orange billing.
They want that money not matter what, whether it's their mistake, doesn't matter.
So I phone again, I'm actually baiting with this pthone call. Not once have Orange customer services advised me of their ADR (Alternative dispute Resolution) scheme. A scheme they are legally bound to be a memeber of, and advertise to their customers.
I found it in the smallest of small print in the contract, after having done some digging on the net to see if anyone else had had similar problems and had found a way passed the impasse.
I even asked the people on the phone leading questions like "Is there no alternatiive way to resolve this dispute?"
So this time when I phone I begin with telling them that the conversation is being recorded, and ask to be put through to a supervisor.
All of a sudden this supervisor is really really helpfull.
"Wow, this has been draggiining on for a long time. You have quite remarkable patience." etc etc etc.
Even gives me his full name, extension number, and building code. To be sure I can contact him quickly to reconcile the problem asap!
He'd need to do some digging in to the situation, but he'd read thhe notes and was suuuure something could be done. Not that he was saying I was definitely get the credit, but he was positive.
So I leave it a few days.
Recieve a 'I'm still on the case, it's just taking time' phone call.
then a few more days pass by... and a few more... and a few more.
I have of course already started phoning back.
And every time ha ve been told that the person isn't logged in at their station, try phoning back in an hour, or tomorrow.
And that's how things stand now.
So it looks set for me getting my day in court.