The ISPA responded very quickly to my complaint, but I need help to make use of their help! What I need to know is how to escalate a problem to Orange when so\far I can't get past Tech Help, This is what the ISPA told me:-
> Dear Mr Lloyd,
>
> For an ISPA complaint to be valid the complainant has to complete the
> internal complaints procedure of the company. Please refer your complaint
> back to Orange and ask the front line agent to escalate your complaint.
>
> Once you have received no satisfactory resolution from the escalation
> department within Orange, you can complain to ISPA.
>
> Kind regards
>
> Ian Clarke
I have found 3 cuatomer service numbers, they all connect me to Tech Help. Mr. Clarke replied to my request on how to escalate a complaint to Orange
Dear Mr Lloyd,
Unfortunately, all I can suggest is ringing Orange complaints department and
asking for your complaint to be escalated.
If your complaint remains unresolved following escalation, then please
return to our website where you can process a second online comlpaints form.
you need to speak to a supervisor/manager (also known as the Escalations department). If they can't resolve your complaint you then need to write to Orange. If they haven't resolved your issue then you can take it to ISPA
The ISPA responded very quickly to my complaint, but I need help to make use of their help! What I need to know is how to escalate a problem to Orange when so\far I can't get past Tech Help ...
Hiya Mozz,
Yes, do as aghost_temp has suggested and put your complaint in writing to Orange. It worked for me. What you were told by ISPA was the same as I was told by them - they cannot act until you've gone through the official internal complaints procedure with Orange. It's a PAIN having to do it, yes, but worth it in the end, and saves being repeatedly agitated on the phone.
It's wise also, I feel, to send your written complaint to Orange via Recorded Delivery, which you can track on the Royal Mail's website, and where you can similarly confirm it's been delivered.
Ive reported Orange twice to ISPA, the second time they request Orange to provide a CISAS reference so the problems can go to arbitration. After 4 months all i have received from Orange are 2 invoices .... 1 for £122+ and the second (yesterday) for over £224 ! ... what is funny about all of this is they have already written to me offering a 50% reduction in the £122.... they really have not got a clue...their letters arrive undated and unsigned, hiding are we Orange? well ive spoken to Escalations ... requested a call back from them ( i even got the womans name can you believe that ! ) so if they do not call me on Monday i will again write to ISPA who after my THIRD complaint wil take this case up personally ...
For £60 Orange you are making a pigs ear of this.
Why not chase the people who actually owe you money instead of pursueing people whom you did not provide a service to? After all you did refuse i repeat REFUSE to provide me with a MAC code not one but TWICE, i am sure ISPA and everyone else will be VERY interested to read the correspondence....
[quote="FredTheOstrich"][quote="mozz"]The ISPA responded very quickly to my complaint, but I need help to make use of their help! What I need to know is how to escalate a problem to Orange when so\far I can't get past Tech Help ... [/quote]
Hiya Mozz,
Yes, do as aghost_temp has suggested and put your complaint in writing to Orange. It worked for me. What you were told by ISPA was the same as I was told by them - they cannot act until you've gone through the official internal complaints procedure with Orange. It's a PAIN having to do it, yes, but worth it in the end, and saves being repeatedly agitated on the phone.
It's wise also, I feel, to send your written complaint to Orange via Recorded Delivery, which you can track on the Royal Mail's website, and where you can similarly confirm it's been delivered.
Good luck, ol' bean.
Fred.[/quote]
Please provide full names and addresses and correct procedure you used.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi hatoff
I have been following ur posts i truly hope u get ur problem sorted it how these BB companys are allowed to get away with it still is beyond me.
Good luck mate
_________________ ex Freeserve/Wanadoo/Orange Blog
Hi hatoff
I have been following ur posts i truly hope u get ur problem sorted it how these BB companies are allowed to get away with it still is beyond me.
Good luck mate
Second complaint, never heard from them.
I also complained to Ofcom.
I think the only way you can make them understand and do something aboutit.
'change ISP!' as soon as you can .... ruuunnn
EVERYBODY with unsolved problems LEAVE Orange NOW - it is the only way they will listen, as by leaving in mass, we will lighten thei pockets!
For what I have seen around, anything looks better than Orange!
Having sent recorded delivery to Orange and had no response I complained to ISPA on 12 January and was told I'd hear from Orange within5 working days.
Did I hear from Orange within 5 working days - not a chance.
Second complaint sent to ISPA, told I'd hear from Orange within 5 worknig days.
Not holding my breath.
Might it be something to do with you migrating to BT from Orange and that you're complaining about the 30 days cancellation notice which is part of the Orange contract terms & conditions ?
Using the MAC only facilitates the migration, it doesn't absolve you of the contractual requirement to give 30 days notice of cancellation.
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Borednow.
It could well be.
But having been promised a refund of my monthly payment for the period I wasn't connected to Orange and a refund of my 5 1/2 hrs of call to Tech Support and for my additional dial up costs by one customer support bod and then denied any such promise by another I still feel my complaint about Orange is valid and worthy of at least some response to the two letters (one recorded delivery) and five or six emails sent to them in the past 3 weeks.
I am aware of the 30 days stipulation in their Terms and Conditions but Orange have ignored it by closing my account within the 30 days and transferring me to a PAYG dial-up account without telling me. I only found out when I responded to an email from them telling me they were increasing my monthly charge by £2 from 19 Feb unless I pay by direct debit (which I already do)
Just that I have no faith in ISPA who are there to act in the interests of their members, the ISPs, not ISPs' customers.
As you have moved on there's no impetus there for ISPA to proceed.
Although I do believe that Orange should be made to respond by ISPA....it's just good business practice.....which probably explains why Orange have not responded !!!
I have spoken to the Escellations Department a number of times recenetly since on two occeasions over thw past Three monthes i have been down for over two weeks.
I am typing this on Pay as you Go due to entering my third week without service.
Anyway call Orange select options 1 and 4 then asl for escellation department.
In my case they were apologetic promised me credit but could not tell me what was wrong and when it would be up and running again.
They have not even acknowledged the letter I sent to their MD in St Albans.
I sent a recorded delivery letter to the Customer Care Dept in Rotherham. They did phone me to try and sort part of my problem but have never even replied to my letter and the numerous points raised.
On both occassions they have my Mobile Number but cannot call me for some reason!
ISPA CISAS are going to hear about thing in the next few weeks.
_________________ Totally Oranged but Still Marching On!
It's better to burn out than to fade away!
I've made numerous calls to Orange and spoken to their escalation team. They now refuse to talk to me, apparently someone on their escalation team has told them I'm not to call them any more because they'll call me when the problem is fixed - that was back in July. I've complained by email and I've complained in writing to their UK office. As a result of that, someone in their UK customer team did ring me but she was clearly equally impotent or incompetent, just read out the same response from the escalation team to me over the phone. I've complained twice to ISPA, received their standard emails in response. The last one was back in September, promising a CISAS reference from Orange within 5 days. Deafening silence ever since.
Save your breathe. ISPA is no better than Orange. Frankly, at this point I can't even be bothered chasing CISAS because I'm utterly tired with the whole bunch of incompetent idiots.
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