I've been with Orange for as long as I can remember, must be over 10 years. In September last year I dropped my N85 on the floor and broke the screen, I was insured so didnt worry too much about the replacement - but I knew from past experience that they would require the broken handset to be exchanged with any new one, and that it often happened the next day.
I had information on the N85 that was on the phone that I needed, so spent a couple of days searching for a way to get it downloaded from the phone onto my PC. Once I'd done this, I rang Orange insurance up to be told that I needed to have claimed within 48 hours of the accident or the insurance was invalid. In hindsight I would have told them that I'd done it that morning, but I didnt know any different. I do know.
Anyway, still being in contract (till at least May 2010) I was left in a quandry where I had no phone, but still in contract. My only option, other than paying for a handset (at the same prices as non-Orange customers) was to use an old phone I had hanging around. Which I did.
Anyway, fast forward to mid-December 2009 and I'd had enough of the old phone, it kept cutting out, etc, so decided to splash out on an iPhone. I walked into the Orange shop and walked out with a 32GB 3GS version PAYG. The assistant said that they had to sell it me with a PAYG simcard, but whatever I did with the phone outside of the store was my business. I put my contract SIM card in when I got outside and everything worked fine. The phone is fantastic. I noticed that I'd often get answerphone messages when the phone hadn't rung but I didnt think too much about it.
I rang Orange insurance the following day and attempted to get insurance for it, but they told me that they couldn't insure it as I'd purchased it off my own back. So I'm hoping that my house insurance will cover it, if anything untoward happens to it.
Fast forward to about 8pm on January 4th, I noticed that a couple of text messages I'd sent a few hours earlier hadn't sent, then I noticed that the phone was 'searching' for a signal and not being very successful - it would come on for about 10 seconds every now and again and then go again. I went to bed and thought that it might have sorted itself out by time I got up in the morning.
I got up on the 5th (yesterday) and it was still the same. My work phone is also on Orange, so I took the SIM card out and put it in my work phone - full signal. I'd got 2 Orange phones side by side, one on full signal and one not able to find one - so it wasn't the SIM card, or the network.
So I rang 150 from my work phone and got put through eventually (after about 3 passes) to a diagnostic type person. I explained the problem and she said that as it wasn't a contract phone there was nothing they could do about it.
I explained all the above to her and asked whether what she was saying is that I'd paid £500 for something 4 weeks ago and they could do nothing about it? The answer was, to all intents and purposes, yes. I asked to be put through to customer services who pretty much said the same thing, albeit with much more flowery language.
She said that she could put me through to the PAYG side of the business who might be able to do something about it, but I shouldn't mention the contract SIM card. At that point it became clear to me that Orange operate their business in the way that they see the business - a bunch of seperate functions under the same brand name, rather than the way that consumers see the business - as Orange. So I then got put through to India.
The girl I spoke to was very pleasant and tried to help, but ultimately didn't. She took a contact number and said that someone would call me back within 24 hours and they would run through a diagnostic check - she was the 5th person I had spoken to, all of whom had taken the same details and then put me through to someone else.
Anyway, 5pm arrived and no-one had called so I called back. I explained (again) everything above and she asked for my postcode - she then said that there were transmitter problems in the area (exacerbated by the snow - I'm in the North Midlands and it's pretty heavy around here). I asked whether that could be so given the fact that my work phone was picking up a signal. She said that it was possible for 2 phones in the same room to be working off different transmitters, and I was to wait until tomorrow (Wednesday) to see if it improved and call back if not. It sounded like she was fobbing me off (it was around 4.58pm and they finish at 5), but it was the only thing that I had.
So now I'm waiting until tomorrow, I keep checking to see if anything is improving - but nothing does.
Does anyone have any experience with anything similar?
I had an issue with them about 5 years ago and I just rang the MD of the time and refused to put the phone down till he spoke to me - his secretary sorted it within a nano-second. So if I dont get a satisfactory response tomorrow then that's the action I'll take.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum