Real World Hypnotherapy
17th February 2006, 17:11
Hello people
Just thought I would share a story with you that happen to me with Orange phone company.
I have been a satisfied customer with Orange for 5 years and in December I upgraded my package and handset. I get a Sony Erricson phone and I noticed that there was not a call timer on it. I looked through the manual and it was there, but not on the phone. When you have so many minutes free a month you need to know how long you have been on the phone.
I contacted Orange and told them of this problem. They said it was a Sony issue and to contact them, which I did. Sony informed that Orange have removed this feature because of software issues etc etc. I went back to Orange who said they have detected a fault on my phone and they would get back to me ASAP.
9 days after getting my new phone Orange called me and informed that they have indeed removed the feature and my phone is fault free. I asked to change the phone as I need this feature, they said no because it had been longer than 7 days. They said I could upgrade my phone for £250. I was not a happy bunny.
I have made a total of 19 calls to Orange to get this resolved, each time I got a call back saying they can not change the phone as I have had it longer than 7 days. Yesterday I thought that I would up the anti and called customer service. I asked to be transferred to a manager straight away.
Here is what I said to the manager;
“I have been a loyal customer of Orange for 5 years and I credit you with your customer service. However due to your incompetence of not informing me that this phone did not have a very basic feature and the length of time it took for you to find this out, it is in fact your own fault I did not want to change the handset until 9 days.
I work with a lot of small businesses, I run a networking group and I also give speeches on marketing and customer service. I use several companies as examples of poor customer service and now I will be using Orange as the main example in how not to treat long standing loyal customers.”
I had a phone call with 10 minutes, they offered me a free upgrade. I am happy
Matt, MK Printing
Just thought I would share a story with you that happen to me with Orange phone company.
I have been a satisfied customer with Orange for 5 years and in December I upgraded my package and handset. I get a Sony Erricson phone and I noticed that there was not a call timer on it. I looked through the manual and it was there, but not on the phone. When you have so many minutes free a month you need to know how long you have been on the phone.
I contacted Orange and told them of this problem. They said it was a Sony issue and to contact them, which I did. Sony informed that Orange have removed this feature because of software issues etc etc. I went back to Orange who said they have detected a fault on my phone and they would get back to me ASAP.
9 days after getting my new phone Orange called me and informed that they have indeed removed the feature and my phone is fault free. I asked to change the phone as I need this feature, they said no because it had been longer than 7 days. They said I could upgrade my phone for £250. I was not a happy bunny.
I have made a total of 19 calls to Orange to get this resolved, each time I got a call back saying they can not change the phone as I have had it longer than 7 days. Yesterday I thought that I would up the anti and called customer service. I asked to be transferred to a manager straight away.
Here is what I said to the manager;
“I have been a loyal customer of Orange for 5 years and I credit you with your customer service. However due to your incompetence of not informing me that this phone did not have a very basic feature and the length of time it took for you to find this out, it is in fact your own fault I did not want to change the handset until 9 days.
I work with a lot of small businesses, I run a networking group and I also give speeches on marketing and customer service. I use several companies as examples of poor customer service and now I will be using Orange as the main example in how not to treat long standing loyal customers.”
I had a phone call with 10 minutes, they offered me a free upgrade. I am happy
Matt, MK Printing