Orange Review

Overall Rating

The excellent Sony Ercisson P800 was cheaper on an Orange contract

Network coverage in my area. Customer service is the most arrogant and incompetent I have experienced.

I signed up for an Orange contract in late April. It will not work properly in my home postcode UB7 near Uxbridge Heathrow. When contacting Orange, they told me various dates the local transmitters would be fixed. Finally last week, one month later I'm informed i have a local degraded transmitter with no date known to replace it and another one that needs to be repaired with no date set for it to be remedied. Orange customer services, with rare exceptions, have been arrogant sometimes saying "we can't guarantee reception inside buildings" when I've been telling them its the area inside our outside and they are aware of local transmitter problems. I've been even cut off on purpose despite never being rude or losing my cool. I'm now in dispute with the correpsondence department of customer services and have rejected my contract. They wrote me the most unhelpful letter imaginable saying I was aware of the problem in the first 14 days and could have returned my phone then. I held on in good faith as they kept giving me dates up to the 24 May 2003 and misleading me. They have said I have no right to come out of contract and that Orange do their best to give good connectivity, no apologies. Perhaps some of the good reviews of Orange on here have no problems in their areas or had to contact customer service extensively like I have., However,see how arrogant they are if you encounter a problem. I've never got to the point of disputing a company in my life or found one so arrogant and uncompromising. They claim they have won the JD Power award for customer service but I find this amazing given what I've experienced. Perhaps there's money changing hands here or the research carried out is questionable in terms of sampling and questions asked. Orange are terrible for resolving problems and have an arrogant unhelpful culture. I say this with honesty. No company is perfect but the true test always comes when you have to interact with customer services on a problem or dispute. I am a business user and cannot rely on a network provider who operates like this with their customers. It's a classic case of a new market leader who has become complacent and arrogant. a big NO to Orange I'm afraid!

Members' Comments onFrancis.'s Review

• dubster. on 16th Jun 2003

  Orange is a disgrace IMHO

• soggychips on 20th Nov 2003

  orange csr can all burn in hell as far as i am concerned - they have pointlessly wasted hours of (what i consider) my precious life.
  
  they can't get the simplest things correct. Their adverts on customer service are an exercise in irony.
  I was told by one CSR that if i got my phone unlocked, it would stay locked to the next network that it was registered to. - Moron!

• alansmith212 on 13th Apr 2004

  There is a certain virtaul quality with Orange. However I dont know if this quality actually exists. I have been on to them every month since January. (Now April) regarding £50 they owe me!!! I dont expect this from Orange. They have become to complacent and as a marketer this upsets me!