I made a little bit of progress today when I received a call from someone at the Orange Executive Office.
He said that he was my case manager and referred to a letter I had written (I think this might be in response to my complaint with the ISPA as that is the only formal complaint I have made).
He said that some tests were being carried out to restore the deleted accounts at present and that there would be a progress meeting on Thursday, and so I was to call him on Friday for an update.
I asked him about the extent of the problem and he confirmed that many Customers had been affected.
He also mentioned that even though they may be able to restore the email account, they might not be able to restore any emails.
As a result of my complaint to the ISPA, I didn't get a personal call but had an Email (on the Virgin account I don't particularly want to use) from their Customer Services stating the same as before i.e. "we are working on restoring the email address" but they also asked for details of my calls to the 0845 number in order to reimburse me (something else I'd complained about). I responded that, since the issue had not been resolved, I would still need to use this premium number and would therefore not be in a position to send a complete call list/cost until it was. That was several days ago and the problem is still there. NO Email account. This is now over Three WEEKS and is totally ridiculous.
Not sure what the next stage in the ISPA compaints procedure is but it must be about that time.
And if you are monitoring this out there Orange........I'm ready for the next stage and haven't gone away.....
I have had a similar problem dating from the middle of January. If anyone is told to wait five days by customer services please don't follow their advice. Start pestering the senior management immediately. The more pressure we can put on them by filling their inboxes the better.
I made a little bit of progress today when I received a call from someone at the <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> Executive Office.
He said that he was my case manager and referred to a letter I had written (I think this might be in response to my complaint with the ISPA as that is the only formal complaint I have made).
He said that some tests were being carried out to restore the deleted accounts at present and that there would be a progress meeting on Thursday, and so I was to call him on Friday for an update.
I asked him about the extent of the problem and he confirmed that many Customers had been affected.
He also mentioned that even though they may be able to restore the email account, they might not be able to restore any emails.
Well I thought I was getting somewhere but it looks like after 4 weeks there has been no progress at all
I spoke to someone from the Executive Office a few days ago who said that the progress meeting that had been planned for Thursday 4th Feb had been postponed until the end of the month !!! Unbelievable.
I made a little bit of progress today when I received a call from someone at the <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> Executive Office.
He said that he was my case manager and referred to a letter I had written (I think this might be in response to my complaint with the ISPA as that is the only formal complaint I have made).
He said that some tests were being carried out to restore the deleted accounts at present and that there would be a progress meeting on Thursday, and so I was to call him on Friday for an update.
I asked him about the extent of the problem and he confirmed that many Customers had been affected.
He also mentioned that even though they may be able to restore the email account, they might not be able to restore any emails.
Well I thought I was getting somewhere but it looks like after 4 weeks there has been no progress at all
I spoke to someone from the Executive Office a few days ago who said that the progress meeting that had been planned for Thursday 4th Feb had been postponed until the end of the month !!! Unbelievable.
As a result of this I have now emailed the CEO of <a href="http://www.maccodes.co.uk" target="MAC">Orange</a>, Tom Alexander.
Tom.Alexander@Orange.co.uk
If I don't get any response or just the "standard" response then I will be contacting the ISPA again.
The saga continues...
I had another phone call from the Executive Office today as it turns out that emails sent to Tom Alexander are just re-routed to the appropriate team.
I ended up speaking to the same person as yesterday who had no further update and could only tell me that a progress meeting was planned for the end of February.
I mentioned that in August 2007 a similar incident occurred where lots of customer's email addresses had been deleted and on that occasion all accounts and emails had been restored after about a month, so why was it taking so long again this time.
My next step is going to be to make a second complaint with the ISPA as this time they will contact an adjudicator rather than just forwarding the complaint to Orange.
On the strength that Orange had told me that they would be rebuilding the accounts starting February 22nd, I waited and 'backed off' my phone calls.
That was until earlier this week when I rang and was told the same old same old.......Their engineers have so far not made any progress that I can see..
It is now fast approaching TWO MONTHS since they wiped my account.
Within the ISPA process, two months since my first complaint means automatic "deadlock"......whatever that entails...
In the mean time of course they have managed to secure the link up with T mobile, Oh dear.......more unhappy customers......
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