Orange customer policy and a free sat nav
Had reason to call orange a few weeks back due to my non working orange maps feature on my Sony Ericsson Satio. Great customer service ensured I had a replacement phone within 24 hours delivered to my door with the faulty one taken away in it's place. I was obviously very impressed. However, like most things in life it wasn't that simple. Almost immediately the phone developed the same fault. I persevered until Jan 1st when I had to make a 5 hour round journey and the app still would not work. I rang orange who insisted they would try to fix it over the phone. When they couldn't they offered me another Satio which I refused due to impending problem with orange maps. I was informed that orange policy was to replace the faulty phone like for like THREE times before a different handset could be considered. Clearly I was not impressed and advised that I would not come off the phone until the matter had reached a suitable remedy. 1 hour later after a lovely chat with the call agent, a manager was still not available to take my call and with my phone battery at critical level I settled for a callback from a manager the following day. When the manager called she informed me repeatedly of the 3 phone replacement policy. I advised her that since she could not help me she should find someone who could. No was the answer as the offending department are not customer facing. I suggested anyone else in the company. Again she said no one could make that decision. I suggested the CEO and again she refused. So, next I told her I was escalating this as a complaint and she was one of my targets. She advised there was no one to take my call but I reminded her that (as her agent had advised me) account managers don't leave until 4pm so there was still 10 minutes of their shift left. She left me on hold for seven minutes and came back with the offer of a brand new Nokia phone with Nokia maps which is much better than orange maps though it doesn't feature audio. I thanked her but advised I would need audio. Next thing I knew she was browsing on the net and made me an offer of a £70 credit to buy me a sat nav! Incredible service. I thanked her very much and twaddled off to the shop she suggested where they were selling the item. Lesson here; it's too easy to put a phone down on an angry customer but not so one who applies reason, logic, patience, calm and perseverance!