Emailed the CEO of Orange

OK so im not expecting him to personally read it and mail me back, but some attention from someone higher up the food chain would be good right now.

I escalated my issue to Orange earlier this evening, before my last entry. At this point I was told the issue would be viewed by a manager or team leader and I would get a call back. Well suprise suprise I am yet to hear back from Orange in any way shape or form.
On calling them about an hour ago I was informed by the lady I spoke to, that she was not allowed to discuss the matter further with me until the manager had called me back.
When I asked when this would be, she was unable to tell me, as she is based in Darlington, but the dept the manager was from are based in Bristol.

Instead all she could suggest was that I was owed an apology, and I would have to wait until the manager called back until the matter could be continued/resolved.

So I finally got fed up and fired the email off to the CEO in the hope that it will find its way to someone who can actually do something about this once and for all.

Lord give me strength.

OK im not religious at all, but I sure as hell feel like I need divine intervention on this one.
On Thursday my Blackberry 9700 started playing up, no data. I called Orange to register the fault with them.
Since then it has been constant phone calls to them, speaking to numerous people all with a different take on the matter, different departments all suggesting wild ideas on how to fix the issue, and quite a few promised deadlines for call backs, however there has been no offer of replacing the phone yet.
Its Monday now, I mean come on.
Even the lady I have just spoken to has said, just on the notes she has read on it, some of which have been entered a number of times, the handset should just be replaced now.

So the clock starts ticking again now. Apparently networks have my case logged, are working on it, and will get back to me as soon as there is a decision, or with my luck, more questions to be asked. I am SO hoping that this time they finally just say REPLACE, and this whole nightmare will be over. If the outcome of the next callback is not heading in the right direction, its time to call cancellations and talk about "inability to provide the contracted service".

So, cross those fingers, replacement 9700 for me by tomorrow PLEASE!

P**sed off with Orange

Just sent an email off to Orange UK cust services regarding the ongoing issue with my Blackberry.
I think, all things considered its pretty damn polite.

"I have had a data issue with my handset now since Thursday AM. I have spoken to numerous call centre agents, handset fault engineers and now network engineers, but as of yet, at 19.00 on Saturday evening I am still not able to use the said handset.

No one seems to be listening to the fundamental issue which is... The SIM in the handset operates fine in another of my Blackberrys, and the SIM from the working BB will NOT work in the 9700... It is a hard/software issue NOT a network issue. Yet still I am bounced from department from department, being told each time to run through the whole matter again as if no one has made any notes on my account.

On the last call I was asked to verify the PIN and IMEI from the software, the handset and the box as if I am trying to con Orange or something.

I have 5-6 contracts with Orange and have had for years and I have NEVER had such a long winded, frustrating and outright unacceptable issue in all my time.

I have been without the handset for 3 days now, will I be credited this? Should I even consider renewing when the contracts expire? Right now the answer is no.

I just want my handset working, my Blackberry functioning with data, and not to keep being told to pull the battery, delete service books, and other pointless exercises. Is there ANY chance of a replacement, please? "

Fair ?

Michael

Sent using BlackBerry®