Hi
After a terrible month (see below for the saga) of endless complaining to Orange, Watchdog, ofcom and finally emails direct to the CEO and 3 directors I got a months free rental yesterday. Though the 8MB promised on the online phone line checker never materialised and I only get 2MB max. Though i just read on here the Livebox may be to blame.
This is a serious test case on HOW NOT TO RUN A BUSINESS.
I knew free broadband would make Orange busy but theyre some really stupid things happening like making me wait 3 days for the phone but then delivering the modem but not telling me it arriving.
============== EMAIL TO CEO and 3 DIRECTORS OF Orange =====
Brian Clear
Gentlemen
I have taken the drastic step of emailing you, the CEO and directors of Orange, directly as I feel my attempt to sign up to Orange mobile and Broadband Max has been far from painless and bordering on incompetent. I have told many people of my saga and many have decided to steer clear of you company. I have sent an official complaint to your customer service department through the post but as yet have heard nothing back so therefore I have made an official complaint to OFCOM.
The saga started 2 ½ weeks ago:
Fri 14th
I went online and checked my home phone number on the Orange Broadband site to see if I can get 8MB on my phone line. It said I couldn’t.
Monday 17th July
I was going to sign up for another company but wanted a new mobile so I checked my phone line on Orange site again. Now it said I could get 8MB.
Rang to order phone and Broadband max for £10 extra
Told to wait in on Tuesday
I was rung back 3 times during work to get missing info they’d forgotten to ask me the first time not incorrect just annoying.
Tuesday 18th
• Took a days holiday and stayed at home
• 17:30 arrived. No phone
• I rang direct sales at 1745 to complain and I got an abrupt man who said they were busy at the depot and to wait in Thurs from 8 till 630 and then cut me off.
• I rang my manager to ask for another day off but he was not very happy and neither was I.
Wednesday 19th
• Waited in on hottest day of the year now hitting 31 degrees in my flat.
• Waited for 10 1/2 hours.
• Still no phone.
• Checked my account and found out I had been overcharged 3 times for the same order by £208.
• Rang to complain at 18:30
• Found out there were 2 identical orders and my card had been charged 3 times. I would now be receiving 2 phones both arriving on Thurs and that I’d have to take a 3rd day off.
• I refused to stay in another day as I was leaving for holidays in the morning. If the phone did not arrive then I would ring back on Monday and cancel the whole mobile and broadband order.
• Person cancelled the 2nd phone order but as you see later he never did anything about the overpayments.
• I refused to take any responsibility for any cost caused by the delays.
Thurs 20th
• Phone finally arrived at 830am but in big writing across the front was NEXT DAY DELIVERY so no way was it ever waiting to be delivered on Tuesday or Wednesday so I had been misled twice over the phone by Direct Sales staff.
WEEK 2
Monday 24th July
Returned from holiday and rang to register new phone and gave my PAC code. I was told my phone would be migrated next Monday. Guess what? It wasn’t (See below)
Send an official complaint to your Customer Service department by post.
As of the 3rd of August I have not even had a reply.
Tuesday 25th
No change on my credit card account so I had to ring direct sales again to complain that I had been charged 3 times on my credit card for one order and that no one had done anything about it last Thursday when I had called to complain.
I was told by Vicki on extension 45371 to fax in a credit card bill. I was told there was a 24 hour turn around and to ring at same time on Wednesday.
Wednesday 26th
My cc bill has been issued and because of Orange taking so long I’m now being charged interested on this overpayment on my next bill. I rang direct sales again and asked for extension 45371 and was told she was away but an email would be left to for her to contact me.
Thursday 27th
No-one rang me back so I rang again. It was now a week since I complained and 10 days since I first began having problems with delivery. The direct sales guy took the order ref and said it had been dealt with.
I argued ‘In what way I have had no reply from Vicki for 2 days and no money has been refunded on my card’.
He then said I’m sure she would ring. I argued ‘when? It’s been 2 days’. I asked to speak to a supervisor since he wasn’t making any sense but was then cut off.
Fri 28th
I came home to find that parcel force had tried to deliver my modem but no one was at home.
There was no one at home because no one in Orange had told me the modem was arriving! Another day wasted paying for dial up.
Sat 29th
I went to post office to pick up Livebox. Tried to set it up but no log in information included. I tried to ring but on hold for 15 minutes so gave up.
I had received no notice of when the modem would be delivered by email or letter. Other ISPs sent me an email but no external email had been taken in the registration process and I could not get into my Orange email as no one had informed me of what my login was by phone or letter or how to get into it.
Sun 30th
I got through to Orange and got the login for broadband and email. Checked Orange email and nothing had been sent about logins and password.
I did an ADSL test on the site quoted by many ISP as the best:
www.adslguide.org.uk/tools/spe...edtest.asp
And I was only getting 2MB max not 8mb as your website had said I could.
Checked your online phone line checker again and now it said I can’t receive broadband at all at my address even though I was browsing the site using the Orange broadband.
So not only was it faulty it also lied when it said I could get 8MB.
If I’d known I could only get 2MB I would not have bothered.
Mon Jul 31
Over charge was finally refunded on my card after complaining on the 19th, 13 days later and not taking into account the interest charged on £209.96.
The 24 hours turn around for that department was another lie.
Last week I was also told my Vodafone number would be migrated today.
Nothing happened and no one rang me.
Tue Aug 1st
Phone still not migrated but knew Orange were busy so gave them the benefit of the doubt.
Wednesday Aug 2nd
I rang customer service about phone not being migrated. I was told my PAC code expired. I complained this was their fault for taking so long and now I’m still paying for two mobiles and why the hell didn’t anyone ring me to tell me.
Thursday Aug 3rd – Rang Vodafone for new PAC code
I won’t arrive for another 5 days so now I’m paying for 2 mobiles.
I wouldn’t even count the number of time I had to ring your customer service and direct sales to get this all sorted. I left Bulldog broadband to get away from awful customer service only to face this mess.
There are serious problems with your sign up process
1. Why do I have to sit in for 8 hours to wait for a phone? (Not to mention 3 days) when you have my credit card details. Why could you not deliver to my work address?
2. I had ordered a memory card with the phone and when I rung there was a recorded voice saying that memory cards would be delivered separately therefore to receive my one order I would have to wait home on separate days for the phone, the card and then the Livebox.
3. Why is it that I have to sit in for the phone but you happily just posted the Livebox to me
4. Why did no one tell me when the Livebox would be arriving?
5. Why wasn’t I told that if I was not at home the Livebox would remain at my local post office for few days before being returned? I presume this would have been the same with the phone so I could have then happily collected it at my leisure instead of losing 2 days holidays sweating on the hottest two July days on record in my flat.
6. Why is you broadband phone checker giving misleading and false data therefore telling new customers they can receive up to 8MB where there is definitely only 2MB. I work in IT so know you can’t get 8MB from a 2 MB line.
7. Why was my letter of complaint ignored?
8. Why did I have to wait 2 days to find out my PAC code had expired and that they could not migrate the number? Why could someone not have rung me or emailed me. Why could they not have warned me about this a week earlier when I gave them my PAC code?
9. Why did it take 13 days to refund a credit card? I work in customer service. It should have taken no more than 2 days thus avoiding the interest charged.
10. Why did I have to write to the CEO and directors at all!?
I had seen oranges offer for phone and mobile and thought this company looks good and told my friends. Since this mess I have actively made a point of warning people away from your company. I have also sent complaints to BBC Watchdog and as many TV shows and online mobile forums as I can find
I also made an official complaint to OFCOM as my attempt to make an official complaint by post to you has so far been ignored.
Yours sincerely
Brian Clear
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On thurs 10th aug I got a letter apologising and a months free line rental which was nice but the damage was done. 4 of my friends have decided to move elsewhere.
This could have been reasolved much earlier so Im guessing Orange are swamped with complaints.
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Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Wow and i thought my problems was bad to cut a long story short i had to complain to the ISPA to get anywhere with Orange was amazing how quick my MAC arrived within 2 hours lol after waiting forever im now in the process of migrating, hope your problems are sorted soon Brian .
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