This is my first real angry letter.
Still waiting on a resolution but will post it when it's on.
This letter was actually done for my sister. As thankfully... i'm not with Orange.
Dear who ever bothers (if anyone) to read this,
I am writing because i’ve given up hope of speaking to anyone on your ‘no help-line.’
I’ll start from the beginning, to give you a clear understanding so you can do absolutely nothing about it.
I signed up for an Orange 24 month deal with the laptop and modem for about £35 a month. The laptop broke and was sent away to Toshiba to fix it. Who i must say did a fantastic job of fixing it, by gluing (yes you heard me correctly) gluing inside the power jack which as you can imagine has broken again. Now i really wouldn’t have a problem with them gluing the laptop if i’d asked for an art attack... but this isn’t art attack. The laptop therefore doesn’t charge and when i’ve called your customer service line i was told it was out of warranty and Orange were prepared to do nothing about it.
So first of all I would like to offer my congratulations to you for being above the law, by that I mean the Sales of Goods Act. It must really boost revenue for your company knowing nobody can return any of your useless “not fit for purpose” products. I can only imagine it is that, that keeps Orange from bankruptcy as the products are as bad as your customer services. Which brings me sailing into my next point.
When i rang on the 22nd September 2010 about this, which actually took 4 phone calls, I was told Orange no longer do Laptops and have no way of repairing them or exchanging them. Well naturally I wasn’t happy. I’m still stuck with Orange for another 5 months with a broken laptop and nothing being done about it. So of course i did what anyone would do. I asked to speak to a manager. I suppose the adviser just wanted a quick fix to avoid an escalation, so put me on hold (again) and spoke to a manager who said Orange would ‘buy’ me out of my Contract and terminate it without charges. At this point i’d spent a good few hours on phone calls to Orange and thought it was better than nothing. At least i’ve only wasted £700 on a laptop that doesn’t work. So I accepted this offer and asked if the direct debit I had paid only 2 days earlier would be refunded to me as obviously, I was paying in advance and the laptop wasn’t working. She also said i’d have to take another contract out. Funny, as I was just told you’d stopped doing them. The advisor again put me on hold and after more annoying music came back to tell me no it wouldn’t be refunded, but i didn’t have to take out another contract. I then asked for about the 100th time if i could speak to a manager, who came on the phone.
Well now thats the shocker. Do people start as managers and when they actually get good at the job move on to be mere mortal advisers? I’m asking because the manager I spoke to had the worst attitude i’ve ever come across. Considering she works for customer services, perhaps somebody could explain the concept of what customer services is to her. When she got on the phone she was ready for me. She interrupted everything i said and just kept repeating, “i’ve said we will terminate you’re contract early, I'm doing this as a goodwill gesture, and i can revoke it.”
Well ex - cuse - me! I actually had to laugh it off after finishing the phone call, I was that disgusted in the way I was spoken to. I can only assume she’s become hardened to the million complaints your company must receive that she has a routine and just winds them up until they hang up.
I can just imagine her in her spinning high backed chair throne barking orders while she drinks vending machine coffee, with a look of complete triumph on her face. Just knowing she doesn’t have to display any empathy to a customer because she is a manager! She sits in the bosses chair and makes the decisions! Well to be honest dear people of Orange, you can stick your goodwill gesture up your arse.
Having already spoken to Trading standards about this, whom they advised i had taken a contract out with Orange, not Toshiba, therefore I deal with Orange, not Toshiba, and since you have provided a service that doesn’t work and is still within my contract and therefore warranty period, it is you that must resolve my problem.
So that’s it, I’m not prepared for you to just cut your losses, I am giving you seven days from the date of this letter and if you have not responded I will be taking legal action.
I am writing because i’ve given up hope of speaking to anyone on your ‘no help-line.’
I’ll start from the beginning, to give you a clear understanding so you can do absolutely nothing about it.
I signed up for an Orange 24 month deal with the laptop and modem for about £35 a month. The laptop broke and was sent away to Toshiba to fix it. Who i must say did a fantastic job of fixing it, by gluing (yes you heard me correctly) gluing inside the power jack which as you can imagine has broken again. Now i really wouldn’t have a problem with them gluing the laptop if i’d asked for an art attack... but this isn’t art attack. The laptop therefore doesn’t charge and when i’ve called your customer service line i was told it was out of warranty and Orange were prepared to do nothing about it.
So first of all I would like to offer my congratulations to you for being above the law, by that I mean the Sales of Goods Act. It must really boost revenue for your company knowing nobody can return any of your useless “not fit for purpose” products. I can only imagine it is that, that keeps Orange from bankruptcy as the products are as bad as your customer services. Which brings me sailing into my next point.
When i rang on the 22nd September 2010 about this, which actually took 4 phone calls, I was told Orange no longer do Laptops and have no way of repairing them or exchanging them. Well naturally I wasn’t happy. I’m still stuck with Orange for another 5 months with a broken laptop and nothing being done about it. So of course i did what anyone would do. I asked to speak to a manager. I suppose the adviser just wanted a quick fix to avoid an escalation, so put me on hold (again) and spoke to a manager who said Orange would ‘buy’ me out of my Contract and terminate it without charges. At this point i’d spent a good few hours on phone calls to Orange and thought it was better than nothing. At least i’ve only wasted £700 on a laptop that doesn’t work. So I accepted this offer and asked if the direct debit I had paid only 2 days earlier would be refunded to me as obviously, I was paying in advance and the laptop wasn’t working. She also said i’d have to take another contract out. Funny, as I was just told you’d stopped doing them. The advisor again put me on hold and after more annoying music came back to tell me no it wouldn’t be refunded, but i didn’t have to take out another contract. I then asked for about the 100th time if i could speak to a manager, who came on the phone.
Well now thats the shocker. Do people start as managers and when they actually get good at the job move on to be mere mortal advisers? I’m asking because the manager I spoke to had the worst attitude i’ve ever come across. Considering she works for customer services, perhaps somebody could explain the concept of what customer services is to her. When she got on the phone she was ready for me. She interrupted everything i said and just kept repeating, “i’ve said we will terminate you’re contract early, I'm doing this as a goodwill gesture, and i can revoke it.”
Well ex - cuse - me! I actually had to laugh it off after finishing the phone call, I was that disgusted in the way I was spoken to. I can only assume she’s become hardened to the million complaints your company must receive that she has a routine and just winds them up until they hang up.
I can just imagine her in her spinning high backed chair throne barking orders while she drinks vending machine coffee, with a look of complete triumph on her face. Just knowing she doesn’t have to display any empathy to a customer because she is a manager! She sits in the bosses chair and makes the decisions! Well to be honest dear people of Orange, you can stick your goodwill gesture up your arse.
Having already spoken to Trading standards about this, whom they advised i had taken a contract out with Orange, not Toshiba, therefore I deal with Orange, not Toshiba, and since you have provided a service that doesn’t work and is still within my contract and therefore warranty period, it is you that must resolve my problem.
So that’s it, I’m not prepared for you to just cut your losses, I am giving you seven days from the date of this letter and if you have not responded I will be taking legal action.
I will never be using you're company again and would rather send messages via carrier pigeon than deal with orange again!
Though every care has been taken to explain this in a very clear and concise way if you are struggling to understand what is going on here, please contact me and i will have my 5 year old son explain it to the moronic staff who work there.
Kind regards
Though every care has been taken to explain this in a very clear and concise way if you are struggling to understand what is going on here, please contact me and i will have my 5 year old son explain it to the moronic staff who work there.
Kind regards
This actually went to court and was ruled in favor of the asking for money people. (Us) KERCHING!!!
