The future is anything but bright
I've been an Orange user for many years and I'm currently outside of my contract period. Looking to upgrade my phone, I contact the Orange Upgrades department to query a device I had my sights on, the HTC TYTN II. The adviser informed me that upgrading to that specific handset would cost me a whopping £299.99. I'd already browsed other service providers and was well aware that the handset would be much cheaper with another network.
Outside of my contract period, I asked the adviser if I could just take my PAC code and switch to another network. Upon that request, I was transferred to a retentions department who then offered the very same handset for a much lower price of £49.99. Not a bad price at all, but I was now interested in T-Mobile's web 'n' walk packages and decided to go forth with my PAC code request.
Whilst waiting for my PAC code to arrive, I tried a T-Mobile handset in the area in which I live and unfortunately, mobile coverage wasn't good and I struggled to find signal at times. As a result, I went back to an Orange shop to take a second look at the TYTN II. For the first time, I had a hands-on with the unit and liked what I saw. I enquired about upgrading to the handset in store but the adviser stated that the price of £49.99 would only be available over the phone and I'd be paying £299.99 if I were to buy in store. Only a slight inconvenience, I'd liked to have walked away with the device then and there but it wasn't to be.
I call Orange, speak to the upgrades department once again and they agree, I've been offered the TYTN II for £49.99. I place the order, renew my current contract and I'm advised the phone will be with me in 48 hours. Brilliant.
Just under 48 hours later, Parceline arrive with my new handset. Unfortunately, I open the packaging to find a HTC Touch, not a HTC TYTN II. Same manufacturer, wrong handset. I'd specifically said "TYTN II" on many occasions whilst placing the order, just to ensure this precise mistake wasn't made. Still, accidents happen.
Back once again on the phone to Orange upgrades and the adviser apologises, I understand, mistakes happen, no problem. Orange's method of dealing with the problem however isn't quite satisfactory. Firstly, I need to send the wrong handset back to them. They'll be sending out a jiffy bag for me to put the handset in, and that should take 5-7 days to arrive. Once I've sent the device back, Orange say I'll need to call them again and place a new order for the TYTN II.
Therefore, the handset I should have had today, should be with me in approximately two weeks time. Rather dismayed by this procedure, I ask if I can take the device into an Orange store and have it exchanged. Nope, can't do that. Can the TYTN II be sent out in the meantime? Nope, can't do that either.
The key aspect to any purchase in my opinion is the service that accompanies it. It applies to all forms of retail, in a restaurant, I'd much prefer an average meal with great service as opposed to an extraordinary meal with appalling service.
Orange, you have a lot of good things going. Your price plans are well structured, you offer a good variety of handsets and your Orange stores are widely accessible and in this case, well staffed. Unfortunately, your customer service on the phone, particularly from your overseas operators, is nothing short of diabolical.
The Orange website states that "To Orange, corporate responsibility is about going beyond just running a successful company that makes a profit. It's about how you treat your staff and customers". I only hope Orange truly takes pride in its corporate responsibility as right now, the future is anything but bright.
