seems the game is,
orange promise to exchange dead handsets within 24 hours.
but when you call in a fault, what ever you discribe as the fault, you are always told an engineer will call you back (how helpful if your phones dead). you are first told it will take 36 hours for an engineer to call, then when you chase them 48 hours later, you are told it might take upto 7 days to get an engineer to call, how it can take upto 7 days for an engineer to confirm that a phone will not switch on is dead and needs replacement is beyond belief.
so what it boils down to is that the 1 day promise is really 8 days.
how sad is that. if i get my phone replaced i will let you all know. if anyone knows a reliable service provider that doesnt lie, please let me know, i am desperate and rely on my phone.
orange giving me the runaround on my dead p800
If your P800 won't start, try taking out the battery, then press and hold the power button while you reinsert the battery. Don't know why it works, but it has helped me a couple of times.
all went horrlibly wrong doing a backup, when it said restarting..... it didnt.
after threats of posting my orange misery, they have promised a replacement tomorrow.
[quote="marckranat"]after threats of posting my orange misery, they have promised a replacement tomorrow.[/quote]
It looks like they're too late already 😃
ok, a replacement has turned up, i think 3 days is a joke, and i guess i only got a replacement this soon as i nagged a lot (90 mins on the phone), and threw around a lot of threats. the phone dying is one thing. i still have the problem of loosing my screen protector, and begging new serial numbers for 3 softwares i bought that are tied to the old phones serial number. and orange behave like they are doing me a favour.
My P800 died one night, i rang orange about midnight and got a brand new one by courier at 6pm that day, no probs. Mine was not turning on, i told the guy on the phone what i had tried, did what he suggested etc, took about 10min.
I have orange care on mine, i dont know if that makes a difference. 😃
At least yours is done!
Orange care makes a big difference. Without it they are under no obligation to replace the handset.
My friend's phone crashed during a backup, he has Orange care. They refused to cover it (it was barred to all networks) and wanted �300 plus the 12 months Orange care upfront for a replacment. He sent it to Celestia who had it for 3 weeks before sending him out a brand new, unbranded, unlocked, updated, P800 free of charge.
Then again, the one time I had to use my Orange care was on a Motorola V66 and they had a new one on my door step the next morning. I even had a choice of when the courier would come, and he was on the dot!
Its a mixed bag with Orange...
I lost my battery cover on a boozed up night out about a week ago, I looked all around the mobile shops for a replacment, even begging for the covers off the dummy display phones, all to no avail.
Then, yesterday I phoned Orange (I have orange care) to see if they could help me out. They said no probs, a new cover will be in the post on monday. I am expecting it tomorrow, will let you know if it arrives
Did orange say why they wouldnt cover it? I know they wont if you have upgraded to r2 at the moment, and if you have had it unlocked.
Im on to my 6th p800 thru orange care, 2 replacements they sent out had dusty screens and one didnt turn on.
Last on i got was R2F aswell.
😮
I don't have that problems with Vodafone.
Vodafone have a decent replacement policy? When I had my 7650 insured with them it cost �6 a month with a �100 charge if they replaced the phone! There were also so many, many things that could invalidate the insurance that I decided to cancel it.
Now I've got my P800 I really should get some sort of insurance but the Vodafone looked like more trouble than it was worth. 😞
i'm pretty sure that they are all the same now.
orange werent that bad last year, or the year before. i am sure every phone i have had has failed at least once, needing replacement.
what i feel i have proved, is that by hasseling them, nagging as much as possible seems to speed things up. this is wrong, and a waste of everyones time.
i hope orange are not slipping too much,i have recommened them to at least 40 clients to move over to. should teach me to keep my mouth shut.
anyway, new phone arrived, seems to be a newer software version.
I was pretty sceptical about the comments about Orange, but I can certainly now see what the fuss was about - they seem to have gone completely down the pan with their customer service now.
My phone died once before, but luckily it then happened to conclude that the memory was corrupt and it would need to reformat it, which then put everything back to a fresh start.
However, this time, it really does only ever get to the startup/splash screen, and no matter what I do, I just can't get it past there. No reset sequence, anything.
So I rang Orange, and was surprised to actually get through straight away for a change.
But then came the shock: no, we've never come across THAT problem before. I try to persuade her that it's completely unusable, a dead phone, and that anyway plenty of people HAVE reported this problem before, but she wouldn't have it, and insisted that they were under no obligation to replace the phone. Sure enough, I'll just have to wait, possibly several days, before she gets a reply back from technical support so she can phone me back and work out whether the phone is actually dead or not. When I kept insisting that it was a dead phone, she just complained that we were going round in circles. My thoughts exactly!
Maybe I was just unlikely to get the rudest customer services person ever, but I might have been able to accept the fact that I'm left without a working phone for so long if she'd actually made an effort to be understanding rather than treat me like shit.
I did actually get as far as requesting the stuff to change networks before because I was so dissatisfied - and only really stayed because the P800 was out - but I'm definitely going to be thinking hard about leaving once this period is up.
Grrrr
Is there ANY sensible way to complain to Orange? Even about bad Customer Services?
exactly the same experience (customer support and dead phone).
i told them to cancle my account aswell, also to read my postings here. sounds like your phone has done the same thing. gave them deadline on monday AM. got phone sunday PM.
what a shame, of all the providers, orange seemed to have it all, but surely customer service is the most valued asset.
doesn't this teach you a lesson to report your phone lost/stolen whenever you have bollocked up your phone? (like if it was through installing third party stuff)
Three months ago, I discovered that when I unplugged my earphones, my p800 would still think it's plugged in and therefor no sound or alarm would work.
I took it to my Vodafone shop and they would've replaced it straight away, if it wasn't for the fact that I didn't have my receipt with me. Took it to them the following day, half an hour later, I walked out with a brand new phone - still sealed in the box.
Also got good service when I upgraded my firmware last week at the Vodafone repair center in Bond Str, London. It took one hour and now my phone is an absolute joy to use.
That's why I'm still a Vodafone customer. I guess they haven't done anything to piss me off - yet....
Its so strange that i have had the exact opposite experience, i was on t mobile with my t68, the side slider switch broke, but i got nowhere with a repair or replacement, so i gave up. Orange have been fantastic so far, i had problems with mms and gprs at first, they couldnt find the fault, the gy siad he would get onto techies and ring back within a week, it took just over a day, but i was at work and couldnt answer the phone, but the settings were sent thru anyway. Got a call later asking if it worked. Then it died, wouldnt even get to the splash screen, just got the little vibration, not even a backlight! I rang from home straight away (about 11.50pm) and told the guy everything, he suggested a couple of thing, like leaving the battery out etc, i asked if he knew of any hardware resets. He then agreed it was dead and said i could get a replacement between 6-10pm next day (same day by then). I had to take everyting off the phone, and swap with the courier. I was at work again till 6 so rushed back just in case, luckily my dad was in and the guy came at 6, took the old one and left a boxed new one. The new one had a keypad and stylus on it, so i have spares! Everytime i have rung Orange Cutomer service they have been excellent, the only thing was not knowing about the firmware, but it was just out and call centres tend to be a bit naff (i know ours know bugger all!).
So far im really pleased, and have also been reccomending them as a network for friends.
The Orange care package is very good too, �5 a month for accidental damage, loss etc. with no excess is brill. The only other i would consider is the one my company sells with them, which is 1/6th the price but doesnt cover loss, and is a repair not exchange, but with a max 2 day turnover time.
Oh well, sorry to hear about your bad experiences 😃
Srry, that last one was me! Forgot to login 😮ops:
Is there ANY sensible way to complain to Orange? Even about bad Customer Services?
Yes, email the executive office, they reply to every email and will nearly always resolve any issues. I won't post their email address on here but you can find it with a quick search on google. Don't abuse them though, if people email them over the smallest things the service will be withdrawn pretty quickly.
Omar
[/quote]
Bear in mind with Orange Care you will always get a refurb handset.
does that matter it being a refurb? other than the obvious cheek of it.
"doesn't this teach you a lesson to report your phone lost/stolen whenever you have bollocked up your phone? (like if it was through installing third party stuff)"
i guess if orange dont play fair, why should the customers? :angel:
The woman I spoke to insisted that she wasn't in a position to determine if the phone was dead or not and therefore couldn't arrange for a replacement phone to be issued.
Clearly it doesn't take a genius to determine that the phone is dead. In any event, Orange care states quite clearly that they'll want the phone back and if they get it back and find it's not actually dead they'll follow it up; so I don't see where the problem is.
This isn't the first time I've had problems with Orange Customer Service, but it's probably the worst experience I've had.
I have actually recommended Orange to other people before, but will not do that again. The last time I did it was completely embarrassing. Orange completely messed up the activation of the phone, despite the fact that it had been made clear to them that it needed to be working within a few days since it was to be taken overseas. Even when that was eventually sorted out, there was no coverage at all within the (home) area that the phone was going to be used in, again despite assurances from Orange that the cover was excellent in the area. After several calls to Customer Services about the coverage, and their insisting that the coverage was fine, I eventually talked to someone who said that there definitely was a problem but it would be fixed by the end of the month. That was nearly a year ago and it's still not fixed.
I'd frankly rather go to the dentist than speak to Orange Customer Services.
I'd frankly rather go to the dentist than speak to Orange Customer Services.
Ouch, I won't go that far....
Apparently it's better to be an Orange business user, next day replacement, no matter what.
Doesn't matter that it is a refurb really, it will have been tested before sent out, but then stuff like dust under the screen and the fact that it has broken before put me off
Doesn't matter that it is a refurb really, it will have been tested before sent out, but then stuff like dust under the screen and the fact that it has broken before put me off
could be a good thing, as they might have acctually tested it, and i seem to have a newer software. anyway no dust under the screen. real pissed off as i had it set just right, email & speed dial. got replacement serials from bitween.com and worldmate without the hassle i expected, which i guess is a credit to them.
... I phone them to chase them, and they say they HAVE had a reply from technical support (so why haven't they contacted me already like they said they would, then?)
And here it is:
"how often does it happen?"
"er, all the time? the phone is D E A D"
"Oh... I'll have to mail technical support again then and you'll just have to wait for their reply. Bye"
Are they doing it on purpose now??
maybe, by making us suffer when we "break" our phones, we wont "break" them again so quickly? :roll:
Who "breaks" their phone by choice anyway? When the best you can expect to get out of it is a new phone of the same model and a bagload of inconvenience.