1 reviews | Active since Jan 2016
Lost Phone and terrible service
I bought 2 phones on different accounts as the first account they were having login issues and they couldn't sort it out. I received both phones & noticed that both phones were defective so I logged a call with Orange and I told them that it's 2 phones that i will be sending. Orange dispatched FedEX i asked \their"courier to note that it' s two phones inside their original packaging he said it's fine it's going into one FedEX bag and it was sealed. Weeks later 1 phone is returned to me<br> I call Orange asking where the second phone is and they say \""they can see the 2 phones on the system they must follow up with the repair department\"" <br> <br> They tell me that the parcel was 0.7Kg ok <br> Note the weight of one phone in its original packaging is 0.345kg<br> so 2 phones + the plastic sleeve should be 0.7Kg's or a little less.<br> and still they insist i need to deal with FedEX who is contracted to Orange and not me<br> They have done less than the bare minimum in following up my lost phone<br> I have requested they get the signed pickup note to see what was recorded"
Thank you for contacting us,
We're sorry to receive your complaint.
We have specific instructions for the return of products to ensure they reach us safely and securely.
We issued two individual return references and accordingly each product to be individually packaged per return reference. We understand that when the collection attempt was made, the products were not packaged individually and merely handed over to the FedEx driver with no record or acknowledgement of the contents thereto.
As a result, we have no evidence of two products being handed over to the FedEx driver as no record was kept.
We encourage all customers to follow the simple procedures, as a result we have never encountered an issue of this nature.
We can assure you that we will assist our customers in whichever way possible, in this scenario, there is no evidence that two products were included despite clear instructions on our return information on how products should be packaged.
Please get in touch via *** should you wish to share any further information with us that may assist.
Kind Regards
Orange South Africa
Thank you for contacting us,
We're sorry to receive your complaint.
We have specific instructions for the return of products to ensure they reach us safely and securely.
We issued two individual return references and accordingly each product to be individually packaged per return reference. We understand that when the collection attempt was made, the products were not packaged individually and merely handed over to the FedEx driver with no record or acknowledgement of the contents thereto.
As a result, we have no evidence of two products being handed over to the FedEx driver as no record was kept.
We encourage all customers to follow the simple procedures, as a result we have never encountered an issue of this nature.
We can assure you that we will assist our customers in whichever way possible, in this scenario, there is no evidence that two products were included despite clear instructions on our return information on how products should be packaged.
Please get in touch via *** should you wish to share any further information with us that may assist.
Kind Regards
Orange South Africa