Victory over Orange!

[Real World Hypnotherapy]

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

 

[Andriy]

This is the problem with big companies, staff at the lower levels just use instructions and do not care what will happen as long as they operate within those company rules. The only options to talk to managers with some performance related responsibilities and try to scare them a bit.

With telephone companies if you have problem in the middle of your contract it is nightmare. But nothing impossible by the end of it.