Hi ya guys,i'm not really one to bump my gums about network providers,but felt i had to put hand to keyboard and have a little rant about the shabby way tmobile have dealt with me.I upgraded last year (Feb 07) to an mda vario and my partner upgraded to a nokia7373,we have two lines on the account,my plan is flext 35,my partner has a discounted line rental where she used to only pay £3.99 a month,we said to the sales rep that make sure my partners line still qualifies for the discount,upon which we were told," fine,not a problem".it was only in april 07 that i noticed my partners line rental was £13.99 a month not £3.99.I called t mobile,explained the situation to them,and was basically told "tough,you need to go back to the shop were you got the upgrade".you see i was visiting my cancer ridden father at the time,who happens to live a 5 1/2 hour drive away,so as u can see this was not feasible.From that moment i thought aint no way will i be renewing any contract with these tossers!!!To add insult to injury,every time i connected my vario at home to my wireless network,i was being charged for it,only a couple of pounds a month because i dont use my vario at home very often.Last month i phoned them and explained this to them so they only refunded last months mobile data charges.my contract is due for renewal 09/02/08 and i have phoned their customer services to see if we can come to some arrangement in the respect that i could at least try and recoup some of my losses.Over the last year they have blatantly ripped me off to the tune of £120 in line rental and about £25 mobile data.I spoke to another customer service rep 2day and asked them that the only way i was going to renew my contract was if they put my partners line rental back down to what it was and i wanted my same flext 35 tariff plus web n walk plus and a free vario 3(Kaiser) all for £27.50 a month.obviously they said no which has prompted me to write this thread.I really feel peed off with them because we've been with them for 6 years,and feel they have no idea what customer loyalty means!!!!I may phone back and speak to another numpty in customer services to see if i can get what i want but as i say the chances are very slim!!!what they did offer me tho was a free Samsung F250 for my partner(bag of nails phone) but i would have to pay £100 for my vario 3 and would get no discount on my line rental.Is dis shabby or is dis shabbby!!!!
Also if ne 1 could give me sum advice on how to deal with arseholes,it would be gratefully received,thanks
nayga73 said:
Hi ya guys,i'm not really one to bump my gums about network providers,but felt i had to put hand to keyboard and have a little rant about the shabby way tmobile have dealt with me.I upgraded last year (Feb 07) to an mda vario and my partner upgraded to a nokia7373,we have two lines on the account,my plan is flext 35,my partner has a discounted line rental where she used to only pay £3.99 a month,we said to the sales rep that make sure my partners line still qualifies for the discount,upon which we were told," fine,not a problem".it was only in april 07 that i noticed my partners line rental was £13.99 a month not £3.99.I called t mobile,explained the situation to them,and was basically told "tough,you need to go back to the shop were you got the upgrade".you see i was visiting my cancer ridden father at the time,who happens to live a 5 1/2 hour drive away,so as u can see this was not feasible.From that moment i thought aint no way will i be renewing any contract with these tossers!!!To add insult to injury,every time i connected my vario at home to my wireless network,i was being charged for it,only a couple of pounds a month because i dont use my vario at home very often.Last month i phoned them and explained this to them so they only refunded last months mobile data charges.my contract is due for renewal 09/02/08 and i have phoned their customer services to see if we can come to some arrangement in the respect that i could at least try and recoup some of my losses.Over the last year they have blatantly ripped me off to the tune of £120 in line rental and about £25 mobile data.I spoke to another customer service rep 2day and asked them that the only way i was going to renew my contract was if they put my partners line rental back down to what it was and i wanted my same flext 35 tariff plus web n walk plus and a free vario 3(Kaiser) all for £27.50 a month.obviously they said no which has prompted me to write this thread.I really feel peed off with them because we've been with them for 6 years,and feel they have no idea what customer loyalty means!!!!I may phone back and speak to another numpty in customer services to see if i can get what i want but as i say the chances are very slim!!!what they did offer me tho was a free Samsung F250 for my partner(bag of nails phone) but i would have to pay £100 for my vario 3 and would get no discount on my line rental.Is dis shabby or is dis shabbby!!!!
Also if ne 1 could give me sum advice on how to deal with arseholes,it would be gratefully received,thanks
Click to expand...
Click to collapse
I understand where you're coming from, although I think playing devil's advocate I would make a few points:
The comment about having to go back to the store, whilst unhelpful given your circumstances, is no different from that provided by Voda or O2 in my experience. The deal was made with a manager in a store, who should be able to verify this. If you the agreement in writing, then great but otherwise without proof you're relying on goodwill and a good memory.
The second question I'd ask is have you spoken to retentions about this? They are the only people who have any power in any telco. I'd recommend you start by asking for your PAC code, and keep calm. The other person won't help you if you're emotional. Bear in mind that it may take a couple of people until you get someone sympathetic (Or with a sales target to reach) so stay calm and if needs be take the PAC code and call back in a couple of days.
But please realise that call centre people have personal problems too and different personalities. You are nothing but a stat to them, not meant in a bad way, but stay calm and you will get more.
I'd like to relate a good experience I had with T-Mob Customer Services last week. I had upgraded to a MDA Vario III in November, on Flext20. With my new toy I was incurring significant data downloads so I upgraded to the Web'n'walk package over the phone in December. When my January bill came, I found they'd not applied the Web'n'walk option and had charged me over £100 for just my data. I called and they couldn't find a record of my original call to upgrade to WnW on their system. I didn't have any evidence of this either - just a vague recollection of speaking to a lady about it sometime after I'd got the new phone.
However, the chap on the phone told me to hold - for about 5 mins - then came back on and said that as a goodwill gesture, they would credit off all £100 of the data charges and fix the WnW subscription too. I said thanks very much and rang off before he changed his mind...
bydandie said:
I understand where you're coming from, although I think playing devil's advocate I would make a few points:
The comment about having to go back to the store, whilst unhelpful given your circumstances, is no different from that provided by Voda or O2 in my experience. The deal was made with a manager in a store, who should be able to verify this. If you the agreement in writing, then great but otherwise without proof you're relying on goodwill and a good memory.
The second question I'd ask is have you spoken to retentions about this? They are the only people who have any power in any telco. I'd recommend you start by asking for your PAC code, and keep calm. The other person won't help you if you're emotional. Bear in mind that it may take a couple of people until you get someone sympathetic (Or with a sales target to reach) so stay calm and if needs be take the PAC code and call back in a couple of days.
But please realise that call centre people have personal problems too and different personalities. You are nothing but a stat to them, not meant in a bad way, but stay calm and you will get more.
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Click to collapse
i welcome your comments greatly,the thing is i HAVE been totally calm with them,not raised my voice once with them,i work in retail so i know the script when it comes to complaining etc..but seems everytime i call them i always end up getiing someone who hasnt the authority to do anything!!!
you need to talk to tradeing standands they will help you. also every time you call them ask for they name..
The general standard of customer care from mobile companies in the UK is dire.
I cancelled at the end of my contract as the service was crap, and a few times during the year I had been hit with bills for unsolicited text messages.
WITH TMOBILE.
During the year they change the billing date, and they took a full months line rental covering the period after I cancelled. When I called them to see why - they told me that although they had issued a cancellation number, it had been done by email so it did not count, and my account was still not cancelled.
It took two hours of hanging on the phone to get it ended - and it was just not worth the hassle to get the extra 12 quid they took back.
With a previous account they had overcharged me by about a hundred quid, so I stopped the direct debit and asked them to fix it. It took about 40 calls until i got a customer service rep who had a clue. when i told him how many times I had called - he said he found it difficult to believe and could check. He found 26 calls that had been ignored - and when I said I had called far more often he admitted some people would just not log the call.
I asked to have my account ended (as it matched with the introduction of fees for 0800 numbers) and he did so and there was a tenner I still owed - which he waived.
However, the following year a credit card application was declined and when I got a credit report to see why - it showed arrears on my mobile bill.
WITH ORANGE.
"Your data allowance is provided free - so although we are unable to provide data currently - it was free so we don't need to credit you" (When they sold me a phone when they started 3G badly).
----
CS:- "Your phone has nothing to do with us - look at the phone - whose name is on it"
ME "It says Orange and has an Orange square"
CS:- "No your problem is with the manufacturer - their name is on the phone - and you need to keep paying us line rental while they repair it as its your problem not ours unless you take out our (whatever they call cover plan)"
----
Every CS rep said the same, then one at night said something implying he had net access.
I told him the site for trading standards and to check who was responsible for the phone.
CS:- "Hey - you are right - what we were trained to say is entirely dodgy - I need to report this to my manager in the morning and they will get back to you"
Still waiting two years on.
----
CS:- "yes the phone wont work with bluetooth until it has a software upgrade - its a security feature"
----
CS:- "Sorry our phone helpers can't get that phone to work either - you need to call the manufacturer"
----
CS in shop:- "A phone cannot possibly put someone else's number onto a text message"
ME:- "Text me"
Her text arrived from the "China Sea Chinese Takeaway" (a landline).
CS in shop "Well, its only a minor problem and you are obviously still receiving the texts."
ME:- "Yes but you should see what happens when that number then calls"
CS in shop calls me and it works fine as there never was a problem with calls.
CS mobile number appears on a series of cards offering sexual services in phone boxes.
wizardragon said:
The general standard of customer care from mobile companies in the UK is dire.
I cancelled at the end of my contract as the service was crap, and a few times during the year I had been hit with bills for unsolicited text messages.
WITH TMOBILE.
During the year they change the billing date, and they took a full months line rental covering the period after I cancelled. When I called them to see why - they told me that although they had issued a cancellation number, it had been done by email so it did not count, and my account was still not cancelled.
It took two hours of hanging on the phone to get it ended - and it was just not worth the hassle to get the extra 12 quid they took back.
With a previous account they had overcharged me by about a hundred quid, so I stopped the direct debit and asked them to fix it. It took about 40 calls until i got a customer service rep who had a clue. when i told him how many times I had called - he said he found it difficult to believe and could check. He found 26 calls that had been ignored - and when I said I had called far more often he admitted some people would just not log the call.
I asked to have my account ended (as it matched with the introduction of fees for 0800 numbers) and he did so and there was a tenner I still owed - which he waived.
However, the following year a credit card application was declined and when I got a credit report to see why - it showed arrears on my mobile bill.
WITH ORANGE.
"Your data allowance is provided free - so although we are unable to provide data currently - it was free so we don't need to credit you" (When they sold me a phone when they started 3G badly).
----
CS:- "Your phone has nothing to do with us - look at the phone - whose name is on it"
ME "It says Orange and has an Orange square"
CS:- "No your problem is with the manufacturer - their name is on the phone - and you need to keep paying us line rental while they repair it as its your problem not ours unless you take out our (whatever they call cover plan)"
----
Every CS rep said the same, then one at night said something implying he had net access.
I told him the site for trading standards and to check who was responsible for the phone.
CS:- "Hey - you are right - what we were trained to say is entirely dodgy - I need to report this to my manager in the morning and they will get back to you"
Still waiting two years on.
----
CS:- "yes the phone wont work with bluetooth until it has a software upgrade - its a security feature"
----
CS:- "Sorry our phone helpers can't get that phone to work either - you need to call the manufacturer"
----
CS in shop:- "A phone cannot possibly put someone else's number onto a text message"
ME:- "Text me"
Her text arrived from the "China Sea Chinese Takeaway" (a landline).
CS in shop "Well, its only a minor problem and you are obviously still receiving the texts."
ME:- "Yes but you should see what happens when that number then calls"
CS in shop calls me and it works fine as there never was a problem with calls.
CS mobile number appears on a series of cards offering sexual services in phone boxes.
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Click to collapse
and i thought i had it bad!!!!well heres's an update to the situation.........
Finally got to spoke to somebody with some authority on thursday afternoon (31/01/08)and i must say the gentleman was pretty clued up!at first he wasn't having any of it,he basically tried to give me the usual company spiel,offering apologies etc etc...When i told him i had made a complaint 2 weeks previous,and my reason for phoning was to find out the outcome,his attitude clearly changed.I was put on hold for a couple of mins,and he came back and said rather sheepishly that my complaint had not gone any further than i had left it 2 weeks previously.I was livid,i thought i was gonna blow,but maintained my decorum throughout.I said that i was going to have to take the matter further and speak to OFT(Office of Fair Trading)but he said not to do that as he said he had an offer i couldnt refuse.He offered me a free MDA Vario 3,my flext 35 plan down to £30 a month,with the £180 credit,and web n walk plus for free,all on a 12 month term.I obviously wanted more,but thought at the end of the day he could have offered me JACK DO DO!!!So sometimes it does pay to complain!!!!albeit rather calmly!!!!
i always wanted the Vario 3,but gutted now as i have only just realised all the problems about the drivers for the graphics hardware!!??!!Sod's law or what??????
what a winging twat you are if i got you on the phone i would have said got stop winging you looser your never happy are you what did u want free line rental forever aswell:
maybe he just wanted what was owed toh im, not hars is it, 14 a month is definitely not 4 a month
they will have looked into the data charges and he probably will have done it ive seen it all the time when they say they didnt do the usage and they did and if he was so bothered about the discount he would have gone to the shop to swort it instead of winging hes complaning about the customer services but how do they know he should have kept the discount he could have just been making it up
i dont know how good a deal you really got. around 15 months ago i got a kasier, and 18 month flext35 + web and walk for £35 a month, and the phone was free.. id been with tmobile for a year previously, but it seemed like a fair deal, especially given how new the phone was at the time.
i dont think ive ever had to pay for a pda phone on a contract, they've always managed to bring them down to free if you're willing to take the 18month contracts and complain a bit.
Well more shabbiness from the great t-mobile!I sent my phone in for repair 24/01/09 and have only received it 2day,with a rather annoying letter attached to it saying that my phone has not been repaired due to me unlocking the phone and the phone not having the operator software originally installed on the phone!I had phoned them on Wednesday afternoon to find out why they've had my phone so long and was told that they were waiting for a part for the joystick (d-pad) their words not mine,they assured me my phone wpould be with me friday.So imagine my dismay when i get the phone and see the paperwork attached to it which clearly states that this phone would not be repaired dated 17/02/09,i phoned on wednesday (18th), so how come the CSA didnt tell me that there was a problem with repairing it?
Also i had left my 8 gig sd card in the phone,which has mysteriously disappeared along with my stylus.
I'm gonna phone them in the morning,but would like to know where i stand legally with these morons.
PS.I am no longer under the jurisdiction of ANY UK law or Act or statute,meaning if i get the runaround from tmobile,i can legally bill them for wasting my time,my fee currently starts at £500 per hour.All this is 100% above board!
N E 1 interested in becoming free,just pm me!
Also @ Gibb,yes i may be whinging twat,but a free whinging twat that is not bound by ANY government,that does not pay tax in any form,but can still claim for state handouts,legally!
Related
My xdaii hard reset itself over a week ago, It now boots up to the o2 screen and freezes. I called o2insure as i pay a monthly premium they have had no stock for weeks, called o2 select services and after seven hours on the telephone they escalated my call to a supervisor. I was again informed that they had no stock and a loan phone (not an xda) would be sent to me last saturday, it did not arrive! called again today still out of stock, however my local store has stock and so does o2 sales as detailed on their website. When I spoke to the supervisor for the third time today and told her this i was informed that these are seperate companies!
O2 just seem to want to sell a product with several bugs and offer no support. I am totally fustrated, any comments please gents
I can only say that as a loyal Orange UK customer who left the fold just to get my XDA2, I'll be switching back to Orange just as soon as my minimum expensive O2 contract expires. O2 customer service (is there any?) seems designed around the "Make life hard and you'll sort out the whingers from the serious problems" theory. When you have a problem you need to be very, very patient to get anywhere, and be prepared to get passed from department to department to get the simplest answer.
Orange, by comparison, are just about perfect. I even felt slightly guilty about leaving them after 10 years of customer satisfaction, but they didn't have the XDA2 last November. No wonder Orange win customer satisfaction prizes. I honestly can't imagine O2 winning anything.
Darryl, I think you've been unlucky with your XDA2. Most of them seem to be fine. Mine certainly is very good indeed. It's O2 that sucks, not the hardware.
Well im now waiting for my third xdaII, Orange were right to wait until some of the bugs were fixed! Spoke to Orange today they cannot confirm as to when their version will be generally available
I couldn't agree more with the comments above. I would strongly advise people hold onto their cash and wait for Orange to release their version. I, too, was a loyal Orange customer for 8 years and only had a few problems Ialways pushing the envelope!). O2 cut me off while abroad last week after they had demanded a £100 deposit to allow international roaming. When I got back it was because I was over my £50 credit limit by £3!!! Ask to speak to a supervisor and you can't - the "procedure" is to have them call you back within 24 hours - do they? Of course not. Can't wait for my 12 months to be over!
Everyone have a look at my post in this section labelled "See what O2 can do for you" (yes, it was meant tongue in cheek!)
Daryll.....if your local store has stock and Select are going to offer a replacement rather than a repair, then what Select should do is forward your case to high level complaints who can then call the store to confirm they have stock and authorise them to take the XDA out of their stock.
Please note, it MUST be done that way. Normally what was said about the stores etc being a different part of the business is true so don't expect to walk into a store and get stuff swapped etc if it wasn't bought there normally!
- NB. This only applies if your are actually an O2 customer - and that isn't as daft as it sounds - if you are on O2 but get bills from Carphone Warehouse, Singlepoint (vodafone) etc. then this won't apply. It can only be done "in house"
I can speak with hand on heart when I say what I see day-to-day in the company does my head in, but there are quite a few us who do know what we're doing (just not enough of us).
All I can say to those of you who have had a problem here and there is write to head office (address on bottom of your bill - bath rd, slough) and tell them (polite letters tend to get read more!) and if you've had good service then do the same! It's the only way things get highlighted!! - We do the same!
Cheers
All,
have to say that o2 UK have managed to plumb the depths of lousy service and total indifference to customers requirements. They have increased accessory prices for XDaII as well as reducing the contents. They are managed by a centrally run policy which does not admit to deals being done in other stores and a refusal to honour previously agreed prices.
SHODDY SHODDY SHODDY!!! is the best way to describe them, if you are a customer I would urge you to leave them and if your not I certainly wouldn't join!!!
Dont buy any product from their stores as your likely to get it cheaper, quicker and less hassle from the web (uplands mobile) or other online provider.
Such a shame that a company which brought us a great device can't live up to its customers legitimate expectations!! If you have any more comments please post on this thread.
Thanks
Pete
I can say that was also the case for me at stockport branch, Asking about XDA 2 accessories to be told information like - "yeah we dont know about that" or "no there isnt such thing available for the xda2" !!! what!! when i know there is something available for it and get told there is no such thing, lets just say i dont goto the o2 shop anymore. (was about car kits)
Cheers
shody!
Well sad to say..............
I agree, the service supplied by o2 is crap.
I have been working overseas, my biggest bill was £150, my normal bill was around £12 - £35, I'm away for 7 months, I return home and recieve a bill for £540, when I question it, they say, well pay it and then we will sort it out. I say no,lets sort it now. The answer I get is the computer says its correct although we have major problems with our new system sending out or not sending out correct bills, just pay it and we will return it if youre found tobe right, .....I think not!
So yes,changing companies going to Vodafone, dear but seems tobe more on the ball.
O2 problems seem to be becoming more common lately.
I am on orange now simply because I got fed up of the high tarrif I was put on and I had too much trouble trying to change it. The website fails to complete an order as I always get "We are sorry.... Please call xxx" halfway through entering my address details to start a new contract.
Phoning O2 is even worse, after being transferred to different departments so much I ended up doing a circle I went to an O2 shop. They say they cant do xxx instore so give me one of their phones to call and dial a number. Person on phone says theyll try and do xxx but better going in a shop "cuz they'll definitely be able to do it instore" IM IN AN O2 SHOP MAKING THE CALL!
There is someone else I know who is on O2 Online and they simply arent reading his e-mails correctly and giving dumbed down irrelevant responses. Phoning up to sort out problems is too expensive when in certain situations its O2's fault theres a problem.
Ash
O2 are are the biggest pile of **** MAN
Anyone know of a place where O2 complaints will be taken seriously or can be at least accumulated until a point where the number is enough for O2 to take notice..online petition or something?
The ISP Pipex used to leave many customers with no option but to put up with poor service or switch providers, but a website by angry customers called 'pipexwoe' was set up to collect people's bad (or good) experiences and present them in a collected form. Since then the ISP made significant improvements which may have been in part due to the awareness raised by the website so much so there was talk of changing it to 'pipexwow'.
Something like this needs to be done for O2, they cant simply go on with poorly trained sales staff, a buggy website, buggy billing system and incompetent telephone and e-mail based customer service.
I'm still stuck with O2 just for insurance on the physical XDA 2, but that took about 10 failed website order attempts (yes I now have 6 new O2 e-mail addresses though :roll: !), 50 minutes of phone calls, an hour on top on hold and 2 trips to an O2 shop. Being on hold was ok but every 7 minutes they cut you off and tell you to ring again - i.e. throw you right at the back of the queue again! I got an alternative phone number from the O2 shop without the cut off and got through in 10 minutes... silly!
Ash
On a general basis, I don't know of anywhere you can air your grievances.
But if you (as an account holder) have a serious complaint that you are getting no joy with via Normal Customer Services then they do have a HLC (High Level Complaints) team based in Leeds.
Whilst I have a phone number for them (and I'm not gonna post it here for obvious reasons), you can insist on your complaint being referred to them. They usually deal with complaints via OFCOM, but they are there to deal with referrals.
Having used them twice, I've found them very good. They sorted out my account problems, and compensated me accordingly. This was after normal CS said they couldn't do any more !
HTH
Mark
Agreed. You never get anywhere with O2 unless you are on Friends and Family! :wink:
O2 - the other side
I think caveat emptor applies.
I tried to buy my XDAII last Xmas a voucher to pruchase it for £150, but O2 did not seem able to honour it. I took it to Car phone warehouse who honoured the voucher.
I sent a respectful letter to O2 , and they sent me a £50 M&S voucher.
Mr.G
All
I agree with the respondent who has suggested a website to co-ordinate and publish and publicly punish o2 for their lousy service. I dont know how to go about it but I'd be more than willing to help if anyone knows how to set it up.
Further, aren't you guys amazed that the number of companies with hi level complaints departments these days? That alone says more about the standard of service delivery that anything else possibly can.
These are entire departments set up to protect the CEO etc from the legitimate complaints of customers and to appear to the regulator as customer focused.
If that were true, they would surely spend less on complaint resolution and more on frontline service delivery. If it were true, then the very mechanisms and processes which have given rise to their existence would work effectively on our behalf.
or am I just being silly!
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
This is the CEO of o2 UK, then you'll get a response from the hi level complaints team......wonderful!!
Please keep this thread active and lets see if we cant get them to change their approach to customers!!
peterbutler19 said:
Send letters of complaint to;
Mr McGlade
260 Bath Road
Slough
Berkshire
SL1 4DX
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Click to collapse
I wouldn't bother, he leaves in a month or so.
Try the Customer Services Director...
I've had enough of 02 recently, they've messed my billing around to the point where even though i've sucessfully paid everything in full by Direct Debit, I still get randomly disconnected and then I have to spend 50p a minute calling them to get it sorted out.
I've got the same contract as i'm on now with Orange, so i'm unlocking my xda2 and moving over.
I left O2 last week too, My bills were approaching £70 a month and i wasnt using any more minutes than i usually do, they seem to be ripping me off for data access, when i phoned them, they couldnt even find any data access on my bill and i just couldnt get a straight answer out of them as to why it was so high,
Plus my 12 month contract was up so i phoned them to see if i could get a free motorola razr out of them as i would have been happy staying with them really but when i asked they just said i would be better canceling my contract and getting a phone from a 3rd party supplier as i would get a better deal, so i did, but not with O2 this time !!!,
When i was about to leave orange many years ago, they bent over backwards offering me free phones and discounts if i stayed with them, not with O2, they just said i was better off leaving and that my contract would terminate in 30 days, they dont seem to care if they loose customers anymore
I cant see me going back to O2 anytime soon now
The thing that swayed me to 02 was the text bundles that they offered at a time when orange weren't offering, which is mainly what I use my phone for. Now, I can get exactly the same contract with orange, and without all the 02 hangups it's time I went back.
Is it just me or has Orange customer service really gone down hill in the last year?!
Within 2 weeks I have spent over 8 hours on the phone to Orange Customer services trying to sort out an error they caused.. during this time on the phone I was also promised 7 callbacks from representitives and Supervisors...
All I did was enquire as to whether or not I could change my Direct Debit date as I have recently changed jobs.. I was told understandably that this could not be done as it would effect Billing dates which would generate 2 bills and possibly effect my credit history..
to cut a long story short,
my direct debit date stayed the same but they changed my billing date
Caused 2 bills and letters from the colections dept!!
I called up orange and was told I would not be charged any more than normal which I was by 2 weeks extra line rental!! argued for 40 minutes on the phone and was told a supervisor would call me back in 10 minutes
2 1/2 days later still waiting,
called and asked for supervisor spoke to supervisor,
promised a callback by 5
waited till 8.30 no call back.
called orange, spent 1 hour and 20 minutes on the phone to be cut off while on hold!
called back spent 30 minutes on the phone and was promised a call back the following day...
guess what... yup you guessed it no callback!!
this went on for over a week
then I told them they were in Breach of the terms and conditions of term 19.1 of my contract - they made a change to my account without my permission
and thus my contract is void
after a week of arguing this point, I got through to disconections who spoke to "legal" department who said I didnt have a case!!
Sent a letter to head office and... no reply.
anyone had other bad experiences with Orange?
I have now dropped down to minimum contract and have ordered a free 02 sim with 500 free texts a month (topup £15 a month)
Im going to use that and Orange can Swivel.. I have been with them nearly 3 years and this is how they treat me?!?!
I am sure you will get lots of people post their horror stories about how crap Orange are, but also, you only generally get posts when things go wrong.
You never hear about all the times it's absolutely fine, or when things are great
I have been with Orange now for many years, I have also had contracts with Vodafone, O2, T-Mobile, and Three.
I stick with Orange because I still think it's the best deal for me, they always sort any issues out relatively easily, and they are still better than the experiences I have had with the other networks, even since their standards have dropped compared to the time before France Telecom bought them.
I Agree that they are still better than three... not even going to go into the horror stories from when I was with them. the main thing that annoyed me was the fact that a c/s representative actually argued wih me that it wont effect the price of my Bill and that I was promised so many callbacks
and that after almost 4 hours on the phone and being promised numerous callbacks I was offered £5 be credited to my account for the inconvenience... their mistake cost me more than that LOL
if they had dealt with the problem on my first call back or the supervisor had called me back as promised.. I would have just accepted the mistake.. but hey never mind.. Might go o2 next my fiancee is with them and has never had any trouble... I was going to upgrade to the M3100 soon as well... never mind hey I'll just stick with my wizard
Let's make this post fair... if you have recieved really good customer care from Orange please post this too
I've been with Orange for 10+ years - never had a problem.
orange IS going down hill.
Dad has 7 phones with them and one of them broke in his pocket, and because he "didnt know how it happen" (Which he actually didnt) they said it wasnt covered under the insurance. They then went on to ask what trousers he was wearing at the time, what material, what size, where he was at the time, what time it was, was there carpet on the floor, what type of carpet..... i can go on but it just gets so stupid its unreal.
well here orange sold all their customers to a a company called telia and packed their stuff and left because nobody liked them
I dont exactly know where to put this but general seems fine.
On 5/08 I switched from big red to tmo. Wanted to have
My own plan, I have a thin credit file since I stay away
From credit cards and was forced to pay $300 plus 40 in tax
To receive my device from tmo. Instead of 149 like everyone else
On 5/09 I received the phone....damaged. the battery door
Of the note 2 was busted and the packaging was horrid.
I called right away only to be told I needed to give them
340 Again then send this one and get refunded.
Since I wasnt excepting the high down I had no money left
On 5/13 I finally had enough from bi weekly paycheck to
Process the note 2 for replacement eip. Since I had
Issues handling the phone I decided to use remorse and
Get an S4.
5/16 comes by and I dont receive my s4 I call and they say
It will be on its way. Sales however says my card declined
And it is cancelled. Two stories...
5/17 comes by and after 6 hours on support I finally get
A replacement EIP setup again. My card gets charged
And I was told new batches ship 20th.
5/19 the order processes and shows on my account! Sigh of relief
5/19 order switches to cancelled
5/21 order reflects cancelled twice.
After another 4 hours they setup a memo for device exchange
At a local store and to double my down so new s4 is paid off
Courtesy of them.
I go to a local store and learn only corporate locations can do
What I need. After calling them three times to ask if that store
Was not a dealer and told it wasn't even though I explained my situation
I was told different thing once I was there.
Will be heading to a corp store right before work soon.
If tmobile fails to redeem themselves its back to big red.
Theres no reason a damaged device exchange should be this difficult
If you want to go magenta Use a store not online even if its convenient
Or you will get stuck in this nonsense.
On 15 November 2014 I went to the T-Mobile store at 4130 S New Braunfels Ave, Suite 101San Antonio, TX and ordered myself a Note Edge and my wife a iPhone 6 Gold 64 GB. I have been going to that store since the initial debacle I had when I joined T-Mobile a year ago over the phone. They had always been very courteous and professional towards me. During ordering, this is what I was told:
1. I would not be charged anything until I received a tracking number that the phone(s) had shipped.
2. The phones would ship independently once either one became available.
3. That I should receive both phones NLT 22nd of November, but could take up to 10 days.
The following Monday comes and I see a pending charge of $169.75 to my checking account for 'T-Mobile' upgrade. So I called T-Mobile and they told me that I should have received a tracking number and if not, I should receive it by COB that day. I was also told that my wife’s iPhone was on back order, which didn't make me happy, but did not surprise me as well. The next day I did not receive a tracking number so I stopped by the store that I had ordered them from and spoke with an assistant manager. She apologized profusely and told me that both my phones were on back order, that neither had shipped to me, and that I shouldn't a have been charged anything, pending or not. She could not give me an estimate of when my phones would ship and that I shouldn't have been charged anything. I was not happy when I left.
I waited 2 days and called T-Mobile again. This lady told me that the charge was not 'really' a charge as it was a 'pending' charge that T-Mobile does to ensure they have access to the funds, and that meant that my phone was in shipping, although she couldn't tell me which one it was. I told her that pending or not, the money was out of my account, so I didn't care what she called it. She promised me my phone was in shipping and I should receive a tracking number at any moment.
2 more days go by and I have heard nothing. I looked at my T-Mobile bill and notice that it had gone up $32.00 I immediately call them again, spoke with a customer loyalty person, and was told that $24 of that was for insurance on the phones that I DO NOT HAVE and the other $8 was for misc. charges. I promptly had her remove the insurance, as I did not request it, and although should couldn't exactly tell me what the $8 was for, she removed that as well. Now this representative told me that they didn't know when my phones would ship and couldn't explain why I had the money taken out of my account.
On the 21st I went back to the store to ask them why all of this had occurred and I had been lied to. There was a 30ish male assistant manager there and I had noticed him 'roughly' dealing with other customers in the past. I explained to him all that had happened and he told me that it couldn’t have happened at his store. Ok, I will admit at this point I was about to go nuclear. That's when this 'man' gets close to me and raises his hands saying, 'what do you want me to do for you? What do you want?' I told him that I wanted to know when my phones would ship, why they charged my account with no tracking number, and who authorized them to place charges on my account without my knowledge or approval. He then started to raise his voice, and knowing myself, this was only going to end with me getting escorted out of the store by local security. At this point, everyone was watching us, and I told him that this was not the last they were going to hear from me. And I very slowly walked out.
I will admit, I was beyond irrate. I sat in my car for a while, then called T-Mobile. I was immediately patched thru to 'customer loyalty' manager named ¬¬¬¬¬Monique. After I had told her everything that had happened, names, placed, dates and all of the lies, the profusely apologized and told me she would file a 'case' against the store. The also said they would start an investigation on who charged my account. When the conversation was over, she said that my note edge was in shipping and I would receive a tracking number in 24 hours. That she guaranteed it was in shipping and I would officially hear back from T-Mobile on the outcome of the investigations. This was about a 1 hour phone call.
48 hours later, no tracking number, no phone call, no nothing. I did receive a email stating that my wifes iPhone would ship between the 28 of November and the 13th of December. So why didn't I cancel everything by now? Believe me I wanted to...but if i canceled one of the phones, the both would be dropped, and I wanted very much for my wife to have her phone for Christmas. That is why.
On the way to work I decided to call them. Big mistake as it put me in a foul mood all day. This person told me that neither of my phones had shipped, couldn’t tell me when they would and again, couldn’t explain to me why the $169 had been taken from my account. I am sure there was a visible mushroom cloud coming from the cab of my truck at that point. I will not even bother with explaining the words that flowed from my mouth.
After work that day, I called ‘customer loyalty’ and this woman was very curt and to the point. There was no way for her to tell me when my phones would ship, she had never heard of Monique and there was no way for her to find out who she is because T-Mobile was just too large with to many call centers. She told me no investigations had been launched and none probably would not be. She said that if I had the money put back into my account, it would cancel both phones, and that they would only ship both when they were available together. I insisted that I be given the distract T-Mobiles email address and she refused to do so, instead she gave me this address:
Customer Relations
PO Box 37380
Albuquerque NM 87176-7380
This had to be done by snail mail and there is no other way. She stated continuously that there was nothing else she could do for me and ended the conversation.
I HAVE NEVER been treated this poorly, lied to this many times by any company in my 51 years of breathing oxygen. If it wasn’t for my wife’s Christmas Present I would have had them shove the phones and their service where even worms will not go. I just wanted to share my experience as I hope it helps others. After I pay the phones off, we will be going back to ATT. I initially left ATT because T-Mobile saved me $1200.00 a year and gave us many for features then ATT did. Now, I regret it. The frustration, the lies, and the aggravation is not worth it. How a company can legally work this way I will never know. If anyone could send me the email address of the distract manager of San Antonio for T-Mobile, I would greatly appreciate it. I had it once, but cannot find it now. Thank you.