pslewis

Can anyone give me the Head Office details of The Orange Shop?

I need to get hold of someone, anyone, in Customer Services

Cheers

Pete

ajm

Is someone going to get a rollocking?

pslewis

The Orange Shop sells a phone, that then turns out to be faulty.

The Orange Shop then says it will only take the phone back to repair if we pay them their costs!!!!!! WTF??????

It's like taking a dodgy kettle back to Dixons and then they want £20 off you to send it away!!!

IT UNACCEPTABLE!!

Now I am informed that the shops are not controlled centrally, but are franchised!

ie. NO Head Office to complain to ............... you are on your own!!

My advice would be to give them a WIDE WIDE berth if looking for a phone! Otherwise, ask for their returns policy!

Pete

S.B.

My advice would be to have a contract not PAYG

pslewis

I have a phone on contract with Orange and we have 2 PAYG with Orange!!

Still, you are shafted!!

Pete

ajm

surely by selling you a faulty phone they have breached the "contract of sale" as defined in the Sales of Goods act?

http://www.dti.gov.uk/ccp/topics1/fa...legoodsact.htm

pslewis

They could argue that the phone worked at the time of sale - so, we would accept a repair.

Its the charging of customers to fulfil their warranty promises which angers me!!

Pete

Jye

die........






































and all will be solved

djuk

As far as I remember from Pete's last post on the subject the Orange shop are offering to send the phone back to the manufacturers service centre for repair but want a small fee (something like £7) to cover the cost of doing so.

The other option was for the customer to return the phone directly to the manufacturers service centre. It's quite common for the warranty on electrical items (especially something small like a mobile) to cover the cost of the repair including parts and labour but excluding transport/carriage costs.

pslewis

When was the LAST time Dixons, Comets, Index, Argos or Currys CHARGED to return a small item for repair????

It is NOT common practise at all!!

Pete

djuk

You'll probably find that those particular high street outlets, (certainly the DSG stores etc) have their own in-house repair service and will deal with a lot of repairs themselves.

The situation you have here is that the Orange shop obviously doesn't do this and the repairs are done by the manufacturer. It would appear that they're offering to do the leg work for you and send it back for the warranty repair but obviously aren't going to do this 100% free.

The only way to get a completely free repair is going to be to send the phone to the manufacturer's service centre directly. You may not like this or agree with it but unfortunately thats going to be the way it goes

pslewis

The Orange Shop offers a 12 month warranty - my contract is with THEM not Motorola (in this case) therefore I look to THEM to sort it FREE of charge!

Common Good Customer Service I would say?

Pete

djuk

Oh yes it would be good customer services to take the phone from you and get it sorted but unfortunately this is Britain and you will find retailers quite prepared to argue over a few quid.

Have you checked the terms and conditions of the warranty with regards to the coverage of carriage or postage costs. If it is regarded as a parts and labour warranty you may find they're quite within their rights to charge you a nominal fee for transport to the service centre for warranty repair.

mart360

Pete you old fogey

Orange retail (shops) are nothing to do with Orange (telephony provider)

i had this arguement with them a few years ago.. basically they have you over a barrell,, unless you do the following.

1) take the phone back, and request that under sale of goods act 1979 ammended the item be replaced with a working replacement.

2) object and state to shop manager / lacky that you are not leaving said shop until a satisfactory outcome reached.

3) tell all customers who enter of your dissattisfaction, (dosnt always work, most people think your a nutter and wont get involved)

4) after repeated requests to leave..... dont!!!

5) THE MASTER STROKE

6) when the shop call the bib to get you removed make sure you are arrested!!

7) on arrest, state to the shop manager, that you will be requesting that the matter be taken before the local magistrates court, and that you will be calling them/ there superior as witness in the case..

8) they will not want the publicity / good or bad, and the local manager will not want to explain to his area manager why they are being called for a cc

either way it solves two problems..


pete gets his daughters phone plight resolved.... and gets put away into a secure unit for the re.......... sorry got carried away there..

make a fuss pete

M

jods

Get down the shop and kick up a mother ******* stink.
The gimp who is in the role of manager will pollute their pants and cave in.

Or at least that's my experience of dealing with dickwads like that.

pslewis

I like the idea of making up a placard and standing there one Saturday - I've done that at MFI in the past

They said they would call plod ..... of course they didn't! They DID sort the problem however!

Anyone want a laugh and blockade the shop??

Pete

ajm

LOL! Got any pics?

John Catlin

Lets have a meet, could be good fun and some one locked up !!!!!!!!!!!!!

pslewis

What would you all do without me??

Pete

Huxley

No need to worry on that one




Please don't get slung into jail, scoobynet would not be the same without you

Huxley

Corner

Edited to say oh it's not muppets

pslewis

Find your OWN corners!!

Thanks for the call earlier BTW!

Pete

ajm

pslewis outside the Orange Shop earlier:





(p.s. the spelling of infirm is how pslewis would spell it )

pslewis

Very Good ajm .............. how long did that take you!!

Pete

ajm

about 2 mins.... hence the appalling spelling!

BrynO

Not quite true that, Orange shops are 100% owned and managed by Orange and are not franchises, there are however a load of Orange dealers out there who are supported by Orange but not Owned by them, they trade under different names, but usually have Orange plus their own trading name over the door. If it was deffo an Orange shop you bought from, then here is where you will find them;

Head office: The Chase, John Tate Road, Foxholes Business Park, Hertford, SG13 7NN, 01992 505000

Hope that helps.

Huxley

I beg to differ on that one!

I had a problem in an "ORANGE" shop near where I live as in a big white and Orange shop selling nothing but Orange phones in the main high street like this
But not this shop but looks the same.

I don't need to go into details of problem but when I complained to orange about said problem and shop was told straight away that they are run by a franchise so I would have to take it up with them not Orange!!

Could you explain that one for me then ??

BrynO

Huxley, sounds like it was defo one of the 'dealers', can be branded Orange and sell only Orange Phones, but they are not owned by Orange (although O do own a share in some of them such as Mainline Communications).
Only Orange Retail stores are 100% owned.
Pslewis, If it's of any use, tell me the location and I'll tell you if its an Orange owned store or not, I have a store list on my desk.

pslewis

Cheers mate - it was bought at the Maidenhead Store, Nicholsons Walk (I think?)

However, Basingstoke is the one who is telling me they want me to pay for them to send it away

If they are BOTH owned by Orange then I will be in I reckon!!

Pete

Adrian F

I had a similar problem with Orange themselves on a SE P800 that I had had 7 months on a contract and it crashed and the Bluetooth then wouldn’t work .when I approached Orange they said that they only warranty these phones for 6 months as they don’t think that they will be reliable after that period (apparently not allowed to use them outside in the rain!) and that the sales of goods act has been replaced by European legislation that says they can do this and you have to then go to the manufacturer of the product for any remaining warranty! I went to SE and they said I had to get it to a service centre 40 miles away and I could be with out the phone for a month or more if it needed to go back to the factory! Orange just don’t care even if you are a contract customer.

I posted this on Scoobynet and a number of other people said that they had had very poor customer service from Orange. Good luck but in the last contract year I had endless battles with Orange and found their attitude is very poor