AIBU to be seriously angry with Orange /EE

[Ilovemyself]

Currently in the middle of a 2 year contract and am spending a lot of money with them ( around £140 p/m). My wife's phone is included in the contract.

Recently her phone simply died. No power , nothing.

Having had 2 calls to try and fix it (the 2nd frustrating as the guy kept asking have you tried this or that- NO IT WON'T BLOODY TURN ON)

Having had to take the phone in for repair, I was told I couldn't have a like for like phone without a huge deposit. That meant my wife could not use her phone as normal.

Three weeks later and no news. The website I have been given to track it shows it took over a week to get to the repair centre, and since then nothing has been done with it.

I tried to call the store dealing with it yesterday and despite constant calls they didn't even pick the phone up.

Having spoke to a helpful lady yesterday night I have found out you can't email a complaint to customer services, you have to write. I can email the woman that helped but she can't email back as she can only email internally. She has text me in response to my emails but I can't reply as they texts won't send.

There are lots of other issues that arose as I was trying to complain but we don't have space to list them all!

It really seems you cannot easily complain to them. I think they try and make it difficult to complain to put you off.

I really feel I am getting no value for money and want to stuff the loan phone up one of their staffs arse

AIBU?

Yanbu. Orange are rubbish lately. We are a small business based in the East Midlands. We have had very limited reception since 20th July due to 2 masts being out of action. Orange technical people acknowledge the problem, but the business team are ignoring us even though they are unable to provide a fair & reasonable service. A senior mgr was supposed to call me back on Friday. Yesterday their phone system was not working! Now seeking legal advice to cancel contract.
Yanbu!!!

Wow, what were you supposed to be getting for £140 pm???

I changed from AOL/BT to Orange. I had no internet for 2 weeks, and Orange themselves suggested we use an alternative provider.

It was a bit like reverse psychology, as we decided to stick with them justto see exactly how long it took them to sort themselves out.

YANBU. Don't get me started. When I upgraded to 4G there was an enormous comedy of errors and false promises (mostly centred around being sent the wrong size SIM but there was more) that went on and on and on. Like you I was fuming I had to write a real letter.

I wrote them two sides of A4 detailing the timeline and the shoddy service. To my surprise I had a fairly quick reply via email/phonecall and a refund of the £120 upgrade fee I'd paid for my phone which was more than I was expecting.

So it is worth a try. I presume by needing to write it weeds out the more trivial complaints.

Got an iPhone 4S free, new ipad for free, Samsung galaxy SIII for free plus loads of data, calls etc and insurance.

In 2 years I will have spent around £3k with them but they don't give a shit.

They don't have any easy way to contact them - the options don't give a general complaints line, and they don't accept emails. When you call it can take up to an hour to get through.

And for them to not even be able to tell me what stage the repair is at is crazy.

Finally the woman that emailed me her address to help can't reply to my emails and no one has called me back tonight.

Keep going. My phone died. They refused to fix it saying the phone had already had an unauthorised repair carried out on, complete fiction. I kept on at them escalating my complaints and got a new phone delivered. Persistence pays dividend s

Keep going. My phone died. They refused to fix it saying the phone had already had an unauthorised repair carried out on, complete fiction. I kept on at them escalating my complaints and got a new phone delivered. Persistence pays dividend s

Free?

£140 per month...

Jus' saying.

If it's insured don't they just send you a new one?

Mine's arriving in the morning after DD dipped it in coffee.

I had a similar carry on with EE when my phone was being repaired. They eventually reduced the next month's bill by three quarters.

YANBU I have decided today to leave t-mobile / orange / EE as I have had no reception at home for nearly two months. I have repeatedly phoned and complained and have been told various stories but no solution to my problem. Today I was told like you that all complaints to be written not emailed. Have bought a 3 sim and have nearly full signal so I am leaving EE tomorrow.

YANBU to expect better service but YABVU to think you got any of your products for free. I can well believe you'll have spent £3000+ by the end of the contract but you could've bought several tablets and iPhones for that!

I know a few people at Orange. I'll see if I can get some email addresses of big cheeses. In the meantime have you tried tweeting them? Companies have a habit of moving surprisingly fast if they thing they're going to lose face on Twitter.

I know they weren't really free - I just didn't have to pay for them at the time. But it suited my requirements - the bundles I needed to get the items without paying extra were what I needed in terms of minutes and data so it was a win win for me.

Their facebook was pretty good with my rant last night!

Please do not shove it up the arse of the staff. They will be following policies set by others and over which they have no control.

Be angry but respectful.

I have been catmint. There have been some very helpful staff members who have bent over backwards with the stupid policies laid down from on high. Although to hear the staff in the shop being downright rude to a customer makes me think that some of them don't give a monkeys.

YANBU. I know how you feel. I've had problems with EE. The shop staff gave me incorrect information, and then when I phoned customer services to try to sort it out the person obviously couldn't help me, and when I asked to speak to his manager he ignored me and kept telling me I had to pay, even though the shop staff had told me my contract had been cancelled. I kept asking to speak to his manager, he told me to stop repeating the question. I said I would stop when he answered me. He said I couldn't speak to the manager until I paid. I said I wouldn't pay. He hung up on me.
(Sorry went off on a bit of a rant there, still annoyed about this.)
I found (on mumsnet) the email address of the CEO, emailed him, got an apology, and had it confirmed that my contract was now cancelled and I didn't owe EE anything.

The email address is [email protected].