Orange complaint
This bloody goes far beyond rediculous....
This is the first complaint email followed by response and my reply... I couldn't keep the sarcasm out the 2nd reply.
I received a free upgrade in Feb this year to a Samsung U600. Until Sunday, 29th June, this phone had given me no problems. When I plugged my phone into charge, with the officially supplied Samsung charger that came with the phone, that night I woke to find it had over heated and melted the back panel of my phone and refused to turn on without being plugged into a power source. There had been no power surges through the night and no reason for this to happen.
I was obviously distressed by this, as it now poses a potential fire hazard. I went into my local orange shop on Lister Gate Nottingham, who advised me to ring Samsung with I did yesterday afternoon, 30th June. Samsung were unhelpful on the phone, telling me I would now be without a phone for a minimum of 3weeks and implied I would have to pay to get my phone back - which is frankly ridiculous as this is a dangerous technical fault on their product.
I therefore went back into the same orange phone shop today, 1st July, and complained about the situation, to be informed they (and also NO shops in Nottingham city centre) had spare phones to lend me leaving me utterly without a phone line. After making a complaint to the manager, I was offered a "recycled phone" which I was warned would not be "great" but would keep me going and promised it would work.
I was given a badly scratched and damaged Nokia, with graffiti on the back which when turned on only gives a black screen.
So I am now left with a melted phone, awaiting to be sent off to Samsung and a joke of a spare phone that does not even work.
I would like to know what Orange will do to rectify this situation as I find this whole situation incredibly tedious and stressful. I need a replacement handset as fast as possible otherwise I will have to look to cancel my contract as waiting 3 + weeks is totally unreasonable.
My mobile number is *****************
On a 18 month contract upgraded **th Feb 08
Re: Case 10031437
Response 03.07.08
Dear Natalie
Thank you for your mail..
All our representatives are fully trained to deal with all customer enquiries in both a professional and effective manner and I apologise that this was not achieved recently.
Orange is acknowledged as one of the best customer service providers in the telecommunications sector. We have worked very hard to achieve this and it is a credit to the way we support our customers. It is, therefore, important that if we are presented with an opportunity to resolve a customer problem we do so as efficiently and effectively as we can.
To ensure consistency in this area it is vital we follow the correct and recognised escalation procedures when presented with a complaint.
I regret however, that we are unable to respond to specific account-related enquiries via email for reasons of confidentiality.
The first point of contact, therefore, is Customer Services on 150. If your enquiry is not resolved satisfactorily by our representative you may request that your call is escalated to a Team Leader. Should the matter remain outstanding at this level you may request to speak with a Manager.
Kind regards
Randoll
Orange Customer Services
Sent 04.07.08 9.17am
Thank you for your automated reply informing me you will not handle my complaint regarding my phone and giving me a list of various numbers to call.
Now please inform me how I can ring them without a mobile phone and WITHOUT a land line.
Kind Regards,
Natalie Iles.
This is the first complaint email followed by response and my reply... I couldn't keep the sarcasm out the 2nd reply.
I received a free upgrade in Feb this year to a Samsung U600. Until Sunday, 29th June, this phone had given me no problems. When I plugged my phone into charge, with the officially supplied Samsung charger that came with the phone, that night I woke to find it had over heated and melted the back panel of my phone and refused to turn on without being plugged into a power source. There had been no power surges through the night and no reason for this to happen.
I was obviously distressed by this, as it now poses a potential fire hazard. I went into my local orange shop on Lister Gate Nottingham, who advised me to ring Samsung with I did yesterday afternoon, 30th June. Samsung were unhelpful on the phone, telling me I would now be without a phone for a minimum of 3weeks and implied I would have to pay to get my phone back - which is frankly ridiculous as this is a dangerous technical fault on their product.
I therefore went back into the same orange phone shop today, 1st July, and complained about the situation, to be informed they (and also NO shops in Nottingham city centre) had spare phones to lend me leaving me utterly without a phone line. After making a complaint to the manager, I was offered a "recycled phone" which I was warned would not be "great" but would keep me going and promised it would work.
I was given a badly scratched and damaged Nokia, with graffiti on the back which when turned on only gives a black screen.
So I am now left with a melted phone, awaiting to be sent off to Samsung and a joke of a spare phone that does not even work.
I would like to know what Orange will do to rectify this situation as I find this whole situation incredibly tedious and stressful. I need a replacement handset as fast as possible otherwise I will have to look to cancel my contract as waiting 3 + weeks is totally unreasonable.
My mobile number is *****************
On a 18 month contract upgraded **th Feb 08
Re: Case 10031437
Response 03.07.08
Dear Natalie
Thank you for your mail..
All our representatives are fully trained to deal with all customer enquiries in both a professional and effective manner and I apologise that this was not achieved recently.
Orange is acknowledged as one of the best customer service providers in the telecommunications sector. We have worked very hard to achieve this and it is a credit to the way we support our customers. It is, therefore, important that if we are presented with an opportunity to resolve a customer problem we do so as efficiently and effectively as we can.
To ensure consistency in this area it is vital we follow the correct and recognised escalation procedures when presented with a complaint.
I regret however, that we are unable to respond to specific account-related enquiries via email for reasons of confidentiality.
The first point of contact, therefore, is Customer Services on 150. If your enquiry is not resolved satisfactorily by our representative you may request that your call is escalated to a Team Leader. Should the matter remain outstanding at this level you may request to speak with a Manager.
Kind regards
Randoll
Orange Customer Services
Sent 04.07.08 9.17am
Thank you for your automated reply informing me you will not handle my complaint regarding my phone and giving me a list of various numbers to call.
Now please inform me how I can ring them without a mobile phone and WITHOUT a land line.
Kind Regards,
Natalie Iles.