Orange billing issue
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Hello,
Orange replaced my (Samsung) phone, which is still under warranty, with a new device using the "express exchange" service. Today I received a bill for €125.58 stating that the warranty is not being honored, contrary to what the store that sold it to me said, and this without a repair estimate. How should I go about contesting this invoice that will be deducted at the end of November? Please respond as soon as possible.
Orange replaced my (Samsung) phone, which is still under warranty, with a new device using the "express exchange" service. Today I received a bill for €125.58 stating that the warranty is not being honored, contrary to what the store that sold it to me said, and this without a repair estimate. How should I go about contesting this invoice that will be deducted at the end of November? Please respond as soon as possible.
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Good evening
I'm facing the same issue as you today, were you able to resolve it with Orange or were you forced to pay this abusive bill?
Thank you in advance.
I'm facing the same issue as you today, were you able to resolve it with Orange or were you forced to pay this abusive bill?
Thank you in advance.
Hello and thank you all for your responses which have been very helpful to me.
Attached you will find a letter I am addressing to the Orange customer service in Blois...
I will keep you informed of any developments.
Dear Sir,
I received a letter today dated August 28 informing me that my Nokia 2680 side gray cu mobile, IMEI 354207035651788, purchased on June 23, 2009, cannot be covered under Orange's warranty conditions.
I am very surprised to learn that the external screen was damaged by shock or fall, given that when I exchanged this mobile, there was no trace of cracking or fracturing on the external screen indicating any shock. This is quite normal since it has never fallen.
I therefore request that you send me the detailed technical report and proceed with the standard exchange of mobiles: return of the mobile that I paid for and therefore belongs to me (invoice attached) in exchange for the device that was provided to me. This is with a view to conducting a counter-examination of my mobile.
Regarding the amount of 125.58 euros that you are demanding, I would like to inform you that I oppose the deduction of this amount for the following reasons:
1° I received no prior information, either orally or in writing, regarding this suspensive condition of warranty and the costs it could incur.
2° In the context of the application of the conformity warranty, it is clearly stated "that there is no obligation to have an appliance examined to say that it is defective."
3° As the mobile is less than 6 months old, we are within the framework of a conformity defect (article L 211-7)
I hope this issue will be resolved quickly; otherwise, I will have no choice but to contact the General Directorate for Competition, Consumer Affairs, and Fraud Enforcement.
Attached you will find a letter I am addressing to the Orange customer service in Blois...
I will keep you informed of any developments.
Dear Sir,
I received a letter today dated August 28 informing me that my Nokia 2680 side gray cu mobile, IMEI 354207035651788, purchased on June 23, 2009, cannot be covered under Orange's warranty conditions.
I am very surprised to learn that the external screen was damaged by shock or fall, given that when I exchanged this mobile, there was no trace of cracking or fracturing on the external screen indicating any shock. This is quite normal since it has never fallen.
I therefore request that you send me the detailed technical report and proceed with the standard exchange of mobiles: return of the mobile that I paid for and therefore belongs to me (invoice attached) in exchange for the device that was provided to me. This is with a view to conducting a counter-examination of my mobile.
Regarding the amount of 125.58 euros that you are demanding, I would like to inform you that I oppose the deduction of this amount for the following reasons:
1° I received no prior information, either orally or in writing, regarding this suspensive condition of warranty and the costs it could incur.
2° In the context of the application of the conformity warranty, it is clearly stated "that there is no obligation to have an appliance examined to say that it is defective."
3° As the mobile is less than 6 months old, we are within the framework of a conformity defect (article L 211-7)
I hope this issue will be resolved quickly; otherwise, I will have no choice but to contact the General Directorate for Competition, Consumer Affairs, and Fraud Enforcement.
1/ Indeed, if you oppose the charge, Orange will cut off your outgoing calls during the first month, then both outgoing and incoming calls during the second month, and finally, they will terminate your line. But it's not a big deal, because they will eventually give you right and will cancel 1/ your bill of 125 euros as well as the early departure compensation> and this for a simple reason: their argument will never hold up in front of a judge.
2/ Speaking of judges: if the matter reaches the local judge, he will check whether you followed the procedure. There aren’t two procedures. Look at post 35: 1/ Registered letter with acknowledgment of receipt to customer service. If there is no response after 1 month or an unsatisfactory response: 2/ Registered letter with acknowledgment of receipt to Orange's CONSUMER service. If there is no response after one month or an unsatisfactory response 3/ Application to the local judge (free of charge).
We can always refer to the mediator or write to the DGCCRF or UFC Que Choisir, but their decisions will have no coercive power, only advisory power (this will allow Orange to gain 3 months) >
3/ And finally, it is very important, as mentioned in the penultimate example of the letter, to mention the LEGAL WARRANTY OF CONFORMITY.
In this case, as the failure occurred less than 6 months after purchase, the burden of proof lies with the SELLER.
And to be very clear, here is what the law says (Art. L211-7 of the Consumer Code):
The defects of conformity that appear within a period of six months from the delivery of the goods are presumed to exist at the time of delivery, unless proven otherwise.
The seller can challenge this presumption if it is not compatible with the nature of the goods or the alleged defect of conformity.
In other words, it is the SELLER's responsibility to prove that it is not a conformity defect, and for that, he must PROVE that the failure CANNOT come from a conformity defect, meaning it is IMPOSSIBLE for the failure to occur without an external cause...
In this case, the seller must therefore PROVE that it is IMPOSSIBLE that, during normal and expected use of the product, fluorescent streaks appear on the screen.
Good luck
2/ Speaking of judges: if the matter reaches the local judge, he will check whether you followed the procedure. There aren’t two procedures. Look at post 35: 1/ Registered letter with acknowledgment of receipt to customer service. If there is no response after 1 month or an unsatisfactory response: 2/ Registered letter with acknowledgment of receipt to Orange's CONSUMER service. If there is no response after one month or an unsatisfactory response 3/ Application to the local judge (free of charge).
We can always refer to the mediator or write to the DGCCRF or UFC Que Choisir, but their decisions will have no coercive power, only advisory power (this will allow Orange to gain 3 months) >
3/ And finally, it is very important, as mentioned in the penultimate example of the letter, to mention the LEGAL WARRANTY OF CONFORMITY.
In this case, as the failure occurred less than 6 months after purchase, the burden of proof lies with the SELLER.
And to be very clear, here is what the law says (Art. L211-7 of the Consumer Code):
The defects of conformity that appear within a period of six months from the delivery of the goods are presumed to exist at the time of delivery, unless proven otherwise.
The seller can challenge this presumption if it is not compatible with the nature of the goods or the alleged defect of conformity.
In other words, it is the SELLER's responsibility to prove that it is not a conformity defect, and for that, he must PROVE that the failure CANNOT come from a conformity defect, meaning it is IMPOSSIBLE for the failure to occur without an external cause...
In this case, the seller must therefore PROVE that it is IMPOSSIBLE that, during normal and expected use of the product, fluorescent streaks appear on the screen.
Good luck
Yop!! Here I go, I've launched the "hostilities" against Orange. I just called my Bank to ask them to only transfer the amount of my consumption for the month to Orange (because I owe them) when they want to debit my consumption + their useless customer service (Grrr angry) on the 20th of the month since the debit is scheduled for 02/15/2008.
Hello everyone. I believe ORANGE Mobile is looking for finances because I also received a bill for €125 yesterday, on 03/02/2009, for a mobile phone service I had changed in August 2008, with a screen problem upon startup My401c flickering, and on the billing sheet, they vaguely mention a problem due to a shock that supposedly broke the screen or the slider... what a load of nonsense!! I called to get more information at 3970 option 9, but they don’t care at all; they are supposed to send me the RTI (intervention report) that I need to return to the claims department (which supposedly cannot be reached by phone), along with my complaint!! However, I will be charged my usual bill on the 15th of this month for their service of €125...
What a shame!!!
If anyone can find a solution for me, apparently I'm not the only one. Thanks in advance
DAVID
What a shame!!!
If anyone can find a solution for me, apparently I'm not the only one. Thanks in advance
DAVID
I believe I am in the same situation; the phone, a Samsung, did not charge, purchased in December 2007, malfunctioned in July 2008, and I just received a letter today indicating that the malfunction was due to a shock or fall: circuit board track cut. However, the phone has not suffered any shock. What are the options available to address this problem as I cannot afford to pay €125.58?
cf price list:
the express exchange customer service
In case of a malfunction, Orange will exchange your phone (exchange for a new or refurbished phone)
for free within a maximum of 48 hours to the address of your choice in mainland France. The express exchange customer service, reserved
for Orange mobile packages, is free for 12 months (exchange within 24 hours and for 24 months for First plan customers) from the date of purchase of the Orange mobile package, if the malfunction is covered by the warranty. Otherwise, the delivery of the customer service package to the subscriber will then be chargeable as part of a flat-rate repair fee, which amounts to €125.58 for EDGE/GSM/3G devices and €146 for dual-mode GSM/satellite devices + €9 in case of cash on delivery payment.
the express exchange customer service
In case of a malfunction, Orange will exchange your phone (exchange for a new or refurbished phone)
for free within a maximum of 48 hours to the address of your choice in mainland France. The express exchange customer service, reserved
for Orange mobile packages, is free for 12 months (exchange within 24 hours and for 24 months for First plan customers) from the date of purchase of the Orange mobile package, if the malfunction is covered by the warranty. Otherwise, the delivery of the customer service package to the subscriber will then be chargeable as part of a flat-rate repair fee, which amounts to €125.58 for EDGE/GSM/3G devices and €146 for dual-mode GSM/satellite devices + €9 in case of cash on delivery payment.
I find your little speech interesting. But charging for customer service six months later is really terrible for a company like Orange. I’m a carpenter, and I think that if six months later I were to ask a client for 125 euros after having repaired a door without asking anything in return, and without a quote to boot, I believe he would definitely let me know his confusion. That’s why I only work on-site with an accepted signed quote or with a deposit in hand. Until the next episode
All your comments will be read and taken into account.
All your comments will be read and taken into account.
Hello,
Like you, I have just been taken advantage of by Orange; I have the same amount to pay, €125.58, for a general oxidation of the phone, even though it has not been exposed to any extreme weather conditions! Orange's response is that my phone has been in contact with air for too long, which is absurd! Today, after calling 700 and sending a letter with AR, they are maintaining their position. What should I do?
With the number of people present on this forum and the number of people being taken advantage of, we need to do something!
Like you, I have just been taken advantage of by Orange; I have the same amount to pay, €125.58, for a general oxidation of the phone, even though it has not been exposed to any extreme weather conditions! Orange's response is that my phone has been in contact with air for too long, which is absurd! Today, after calling 700 and sending a letter with AR, they are maintaining their position. What should I do?
With the number of people present on this forum and the number of people being taken advantage of, we need to do something!
Hello Amélie
Well, my banker told me to wait for them to withdraw this amount, and once the amount is withdrawn, I need to go to the bank within 4 days and ask the banker to refuse the withdrawal, and it's free, because there's no way I'm paying; it's just a scam to me, and you should do as I do
Don't let them take advantage of you.
To which address did you send your letter of dispute? Because I have two addresses; at the first one, they replied that I had to pay. I called 700, and they gave me another address. I'll see what they respond.
Well, my banker told me to wait for them to withdraw this amount, and once the amount is withdrawn, I need to go to the bank within 4 days and ask the banker to refuse the withdrawal, and it's free, because there's no way I'm paying; it's just a scam to me, and you should do as I do
Don't let them take advantage of you.
To which address did you send your letter of dispute? Because I have two addresses; at the first one, they replied that I had to pay. I called 700, and they gave me another address. I'll see what they respond.
Hello Amélie,
here I just sent a second letter with A/R, and this time to the following address: service orange cellule réclamation cedex b p 33190 006 BELFORT if it might interest anyone, don’t hold back, and I also wrote
to the D.G.C.C.R.F. in any case, I won’t let this matter go. Now I just have to wait for the responses.
here I just sent a second letter with A/R, and this time to the following address: service orange cellule réclamation cedex b p 33190 006 BELFORT if it might interest anyone, don’t hold back, and I also wrote
to the D.G.C.C.R.F. in any case, I won’t let this matter go. Now I just have to wait for the responses.
Hello everyone,
First of all, thank you for your comments, they have been very helpful... explanation:
I was in the process of drafting a template complaint letter when I thought, "go look on a forum to learn the procedures," which I did, but when I saw the number of people who had encountered the same issue, it infuriated me. As a result, my letter changed radically; it’s loaded but cordial.
Let’s fight against these multinationals that profit by scamming the little consumer who doesn’t dare to speak up!!!!
Dear Sir or Madam,
I have received today a letter (Ref: .............) informing me that my mobile phone is not covered by warranty due to "visible general oxidation."
How can you prove such things to me?
By sending me a "technical intervention report" with a randomly found fault?!!??
My phone spent its last week between my apartment and my workplace during a heatwave!!!
That’s why I’m writing this letter to you even before receiving the RTI; it has no value.
Moreover, during my customer service request, it was never indicated to me that if it was not under warranty, I would then be charged the sum of €125 (for a phone bought for €6 !!!!!)
You specify in every call to the "ORANGE Service" that the conversation is recorded, so I ask you to find that recording to prove to me that when I asked the operator, she clearly stated yes.
My financial situation does not allow me such an expense, and I would never have accepted the change before the expertise (common sense!!!), especially since I still have my old phone in working condition that would have done just fine.
This is to inform you that I will be blocking the ORANGE withdrawal of €125.58 starting tomorrow.
However, I will have no problem paying my monthly communications bills.
I find it unacceptable to withdraw such sums from clients without informing them before the exchange!
For your information, I’ve been with you for 4 years and have never called upon any service, have always paid my bills, have never had a dispute with you, and have renewed a 24-month commitment last year without changing operators.
This is how ORANGE thanks its loyal subscribers!!!
Additionally, I have strangely noticed that there are many internet forums against your customer service system where nothing is justified; consumers are all charged without being informed by the operator, and after contestation, there are even cases where the RTI changed between two Orange letters from oxidation to a cracked screen???!!!!
That’s why I have decided to appeal to UFC Que Choisir as well as to a Mediator for Electronic Communications if you do not want to cancel this withdrawal in your next letter. Too many people do not dare to take action because of the procedures you impose, and coming from such a large group as yours, which boasts about customer service and after-sales service, it seems unacceptable!
I look forward to your reply and remain, Sir or Madam, sincerely yours.
There you go, I will keep you informed of the effectiveness of this letter if it can serve as an example.
Thanks again to everyone
See you soon!
First of all, thank you for your comments, they have been very helpful... explanation:
I was in the process of drafting a template complaint letter when I thought, "go look on a forum to learn the procedures," which I did, but when I saw the number of people who had encountered the same issue, it infuriated me. As a result, my letter changed radically; it’s loaded but cordial.
Let’s fight against these multinationals that profit by scamming the little consumer who doesn’t dare to speak up!!!!
Dear Sir or Madam,
I have received today a letter (Ref: .............) informing me that my mobile phone is not covered by warranty due to "visible general oxidation."
How can you prove such things to me?
By sending me a "technical intervention report" with a randomly found fault?!!??
My phone spent its last week between my apartment and my workplace during a heatwave!!!
That’s why I’m writing this letter to you even before receiving the RTI; it has no value.
Moreover, during my customer service request, it was never indicated to me that if it was not under warranty, I would then be charged the sum of €125 (for a phone bought for €6 !!!!!)
You specify in every call to the "ORANGE Service" that the conversation is recorded, so I ask you to find that recording to prove to me that when I asked the operator, she clearly stated yes.
My financial situation does not allow me such an expense, and I would never have accepted the change before the expertise (common sense!!!), especially since I still have my old phone in working condition that would have done just fine.
This is to inform you that I will be blocking the ORANGE withdrawal of €125.58 starting tomorrow.
However, I will have no problem paying my monthly communications bills.
I find it unacceptable to withdraw such sums from clients without informing them before the exchange!
For your information, I’ve been with you for 4 years and have never called upon any service, have always paid my bills, have never had a dispute with you, and have renewed a 24-month commitment last year without changing operators.
This is how ORANGE thanks its loyal subscribers!!!
Additionally, I have strangely noticed that there are many internet forums against your customer service system where nothing is justified; consumers are all charged without being informed by the operator, and after contestation, there are even cases where the RTI changed between two Orange letters from oxidation to a cracked screen???!!!!
That’s why I have decided to appeal to UFC Que Choisir as well as to a Mediator for Electronic Communications if you do not want to cancel this withdrawal in your next letter. Too many people do not dare to take action because of the procedures you impose, and coming from such a large group as yours, which boasts about customer service and after-sales service, it seems unacceptable!
I look forward to your reply and remain, Sir or Madam, sincerely yours.
There you go, I will keep you informed of the effectiveness of this letter if it can serve as an example.
Thanks again to everyone
See you soon!
The easiest thing is for you to call Orange customer service and ask them for advice.
But arm yourself with patience: the waiting time is quite long.
I believe the number is 3900.
But arm yourself with patience: the waiting time is quite long.
I believe the number is 3900.
Thank you for your response, but I spoke to them on the phone and they advised me to write, but I don't have the exact address.
I am resuming this discussion late
If you contest this billing, which means that your mobile was not malfunctioning, you have the option to request the Technical Intervention Report from customer service by phone
You do not have to write
If you contest this billing, which means that your mobile was not malfunctioning, you have the option to request the Technical Intervention Report from customer service by phone
You do not have to write
I am surprised by the price indicated by me for the professional domain name.
We were not told that, could you please contact us to discuss it? Thank you in advance.
The Workshop of the Harvesters
Le service après-vente a le droit de facturer 125,58 € TTC si le mobile est hors garantie, mais vous pouvez contester cette facturation en passant simplement un appel. Le conseiller doit envoyer une demande auprès du service réclamation qui facture le SAV. Normalement, si votre téléphone n'a subi aucun choc, pas d'eau, que votre mobile provient bien d'un pack Orange et qu'il a moins de 24 mois pour les professionnels et 12 mois pour les formules classiques intense et compte bloqué, ainsi que Mobicarte, si bien sûr elle est toujours valable. Le numéro du SAV est gratuit et le remplacement a lieu 24 heures pour les professionnels et 48 heures pour les autres.
Hello,
Once again, I received the same invoice today from customer service for the same amount!!! The same goes for Orange, who claims the screen was broken due to a shock or a fall of the device when it’s just a flap that won’t close, which has nothing to do with it!!! Consequently, I would also like to find a template for a complaint letter. Thank you all for this solidarity among consumers. Does Orange need a little extra cash???
Once again, I received the same invoice today from customer service for the same amount!!! The same goes for Orange, who claims the screen was broken due to a shock or a fall of the device when it’s just a flap that won’t close, which has nothing to do with it!!! Consequently, I would also like to find a template for a complaint letter. Thank you all for this solidarity among consumers. Does Orange need a little extra cash???
Hello,
I'm having the same problem!
I paid 50 € for a phone from Orange and a few months later I had issues with it. They did a standard exchange and 5 months later, without a quote, Orange deducted 125.58 from my account!
I find that unacceptable!
I sent them a letter to contest the payment, but they replied that the problem was due to a shock when it absolutely wasn’t!
If anyone has a solution to get a refund, please explain how.
I'm having the same problem!
I paid 50 € for a phone from Orange and a few months later I had issues with it. They did a standard exchange and 5 months later, without a quote, Orange deducted 125.58 from my account!
I find that unacceptable!
I sent them a letter to contest the payment, but they replied that the problem was due to a shock when it absolutely wasn’t!
If anyone has a solution to get a refund, please explain how.
WOW, so relieved, I have exactly the same problem for 3 days now I received a bill of 125.58 euros... for customer service, so I wrote a letter, I called, I yelled... and do you know what they offered me in return? 3 euros in credit!! On Monday I’m going to cancel the withdrawal, I warned them!! I'm not going to let myself be walked over, I’ll keep you updated!!
Thank you
Thank you
Yop!! Here I am again, I received an SMS from Orange 8 days ago informing me that they had acknowledged my refusal of the direct debit for my consumption + the SAV plan €105 excluding tax and to contact them at 700 to "find a solution," which I eagerly did. The advisor "took note" once again of my requests, telling me that the RTI letter had been sent to the wrong address, and that as soon as I received it I just had to resend it with my explanations and I would certainly have a favorable outcome.
As Juliette says, "Don't give up the case."
See you soon for the next development.
As Juliette says, "Don't give up the case."
See you soon for the next development.
Hello,
I have exactly the same problem as everyone else. Orange charged me an abusive customer service fee of 125 euros. I've blocked everything. I have never paid. I still refuse to pay because to me, it's extortion!! I won't let this go, but now the amount has increased from 125 euros to 277.49 with a threatening letter from a collection agency, Intrum Justicia! I don't intend to back down even though all this nonsense is starting to get on my nerves!!! If you have any advice on how to close this matter as quickly as possible... Thank you
I have exactly the same problem as everyone else. Orange charged me an abusive customer service fee of 125 euros. I've blocked everything. I have never paid. I still refuse to pay because to me, it's extortion!! I won't let this go, but now the amount has increased from 125 euros to 277.49 with a threatening letter from a collection agency, Intrum Justicia! I don't intend to back down even though all this nonsense is starting to get on my nerves!!! If you have any advice on how to close this matter as quickly as possible... Thank you
Hello,
Well, my older son's phone was always in emergency mode too, so I called Orange customer service. The person had me perform some manipulations on the phone and concluded that the phone no longer recognized the SIM card, so he told me I would receive a new one within 48 hours. So far, so good.
Then a month later, I receive a letter saying: the assessment of your mobile described in a technical intervention report shows that this is a case of warranty exclusion for a water-damaged phone and that I had to pay the sum of €125.58.
Whereas the phone was in perfect condition, no shocks, no scratches, and no water damage.
So I went to my bank and the person told me to wait for the payment to be processed, and then return to the bank within 4 days to dispute the charge, which is free, unlike a chargeback that is paid, because there is no way I am paying this amount when I have no proof of this so-called WATER DAMAGE, and believe me, I wrote them a letter and poured all my anger into it grrrrrrrrrrrrr.
Well, my older son's phone was always in emergency mode too, so I called Orange customer service. The person had me perform some manipulations on the phone and concluded that the phone no longer recognized the SIM card, so he told me I would receive a new one within 48 hours. So far, so good.
Then a month later, I receive a letter saying: the assessment of your mobile described in a technical intervention report shows that this is a case of warranty exclusion for a water-damaged phone and that I had to pay the sum of €125.58.
Whereas the phone was in perfect condition, no shocks, no scratches, and no water damage.
So I went to my bank and the person told me to wait for the payment to be processed, and then return to the bank within 4 days to dispute the charge, which is free, unlike a chargeback that is paid, because there is no way I am paying this amount when I have no proof of this so-called WATER DAMAGE, and believe me, I wrote them a letter and poured all my anger into it grrrrrrrrrrrrr.
YESSSS !! I am a winner !! lol
Orange's refusal to pay for abusive customer service, end
Hello everyone, on February 16th, I opposed the Orange direct debit, on February 24th I sent my consumer payment to Orange with a copy of their invoice specifying my great dissatisfaction, the ineffectiveness of their hotline 700 after 8 calls made during this dilemma, the wait for the famous R.T.I letter since mid-January still not received (last news it was supposed to be sent on March 3rd 09, still not here???), I had pointed out that it was not impossible that I might empty my Orange account (1 personal landline, 2 professional landlines, 1 professional mobile phone, 1 personal mobile phone, 1 professional internet access), but on the other hand, the collections service works like a charm BECAUSE since 01/03/09, no more communication possible, only reception .....
And today, at 6:45 PM, I received a call from a (qualified) person from Orange's complaint service, who contacted me following the letter slipped with my payment. Right from the start, I expressed my surprise to her, she apologized for all this fuss and told me she had canceled the due customer service fee. I thanked her, told her a little about the uselessness of 700, mentioning the number of calls, and I ended up informing her that I could no longer make calls... And then, magic: In 10 minutes, I benefited from the exemption from the customer service fee of 105 euros/excluding tax, the reactivation of my calls, and as a bonus, 120 minutes of (Orange happiness) free communication.....
Thanks to this person, I regained my confidence in humanity and in the relationships we can have when people discuss intelligently.
Anyway, as I told her that I had shared my grievances online, I also told her that I would be talking about her on this site, and I am doing so because I think that thanks to this person, Orange France will retain a subscriber for a little while longer.
So don’t lose hope... it pays off!!!!
GOOD NIGHT
DAVID.
Orange's refusal to pay for abusive customer service, end
Hello everyone, on February 16th, I opposed the Orange direct debit, on February 24th I sent my consumer payment to Orange with a copy of their invoice specifying my great dissatisfaction, the ineffectiveness of their hotline 700 after 8 calls made during this dilemma, the wait for the famous R.T.I letter since mid-January still not received (last news it was supposed to be sent on March 3rd 09, still not here???), I had pointed out that it was not impossible that I might empty my Orange account (1 personal landline, 2 professional landlines, 1 professional mobile phone, 1 personal mobile phone, 1 professional internet access), but on the other hand, the collections service works like a charm BECAUSE since 01/03/09, no more communication possible, only reception .....
And today, at 6:45 PM, I received a call from a (qualified) person from Orange's complaint service, who contacted me following the letter slipped with my payment. Right from the start, I expressed my surprise to her, she apologized for all this fuss and told me she had canceled the due customer service fee. I thanked her, told her a little about the uselessness of 700, mentioning the number of calls, and I ended up informing her that I could no longer make calls... And then, magic: In 10 minutes, I benefited from the exemption from the customer service fee of 105 euros/excluding tax, the reactivation of my calls, and as a bonus, 120 minutes of (Orange happiness) free communication.....
Thanks to this person, I regained my confidence in humanity and in the relationships we can have when people discuss intelligently.
Anyway, as I told her that I had shared my grievances online, I also told her that I would be talking about her on this site, and I am doing so because I think that thanks to this person, Orange France will retain a subscriber for a little while longer.
So don’t lose hope... it pays off!!!!
GOOD NIGHT
DAVID.
Hello,
well, I haven't been that lucky. Following the letter I sent, they did reply, but to tell me... after reviewing your request, we regret to confirm the billing of your after-sales service, so
I have to pay €125.58. Anyway, I will do as my banker told me, I will wait for the withdrawal
and then I will go to my bank to refuse this withdrawal, all of this within 4 days, because there is no way I’m paying this bill, which I consider a scam.
I can tell you that my contract ends in 5 months, and then they will have my cancellation letter
and I will definitely make sure to spread the word about them, believe me!!!!!!!!!!
well, I haven't been that lucky. Following the letter I sent, they did reply, but to tell me... after reviewing your request, we regret to confirm the billing of your after-sales service, so
I have to pay €125.58. Anyway, I will do as my banker told me, I will wait for the withdrawal
and then I will go to my bank to refuse this withdrawal, all of this within 4 days, because there is no way I’m paying this bill, which I consider a scam.
I can tell you that my contract ends in 5 months, and then they will have my cancellation letter
and I will definitely make sure to spread the word about them, believe me!!!!!!!!!!
I’m also waiting for answers. We’ll see, but it’s the same, I’m not going to let myself be pushed around.
Hello Amélie
So, where are you at? They took the €125.58 today, so tomorrow I'm going to my bank to refuse the direct debit, and I still need to send them a letter because they told me that was the procedure to follow, ending with sending a form to the mediator. I don’t know how long this will take, but it’s starting to annoy me.
So, where are you at? They took the €125.58 today, so tomorrow I'm going to my bank to refuse the direct debit, and I still need to send them a letter because they told me that was the procedure to follow, ending with sending a form to the mediator. I don’t know how long this will take, but it’s starting to annoy me.
Hello Amélie
So it's done, I went to my bank and asked them to refuse the direct debit, and I've sent my third letter by registered mail. Now I’m waiting for what comes next. What bothers me is that it also canceled the direct debit for the plan I owe them, so I don't know how that will go, or I might send them a check.
Because they are certainly capable of blocking my plan. Anyway, all I can't wait for is for my subscription to end so I can cancel my contract.
So it's done, I went to my bank and asked them to refuse the direct debit, and I've sent my third letter by registered mail. Now I’m waiting for what comes next. What bothers me is that it also canceled the direct debit for the plan I owe them, so I don't know how that will go, or I might send them a check.
Because they are certainly capable of blocking my plan. Anyway, all I can't wait for is for my subscription to end so I can cancel my contract.
Hello everyone.
Same problem:
Renewal of Orange mobile on October 31, 2008: Nokia 6600 slide.
At the beginning of January, while it was in my pocket, fluorescent stripes appeared on my screen. I thought "oh no... a screen that breaks in a pair of pants... it takes doing, what a piece of junk."
I called 700, a lady told me that my mobile would be exchanged without any problem. No mention of any amount to be paid.
It was exchanged without any issues, indeed 48 hours later.
THEIR LETTER:
Three weeks later I received a letter demanding €125.58 for warranty exclusion due to signs of impact, while my mobile (which was barely 2 months old) had never fallen and had NO signs of impact. They included the intervention report which mentions "signs of impact."
MY 1ST RECOMMENDED LETTER (RLAR) TO THE CUSTOMER RELATIONS DIRECTOR:
I send them a RLAR stating that: 1- no signs of impact on the mobile in my possession, so they must have appeared at their premises. 2- no signed estimate to authorize a repair of €125, and no reservations from the delivery person, the last person to have seen my mobile in my presence: therefore I will pay nothing!
THEIR 1ST RESPONSE:
They send me a simple letter stating that 1- the delivery person uses packaging designed for this, plus their technical specifications are attached (nothing was attached) 2- I signed a delivery slip which stated the possibility of a warranty exclusion 3- the technician is authorized by the manufacturer. SO: they confirm the €125.58
MY 2ND RLAR TO THE CUSTOMER RELATIONS DIRECTOR:
I therefore send a 2nd letter: 1- the delivery person left with the mobile in his hands! and even if he had put it back in this ultra-sophisticated packaging (why bother, he still had the empty box of the mobile by the way) and the delivery person was not at fault, it could have slipped from the hands of the technician who was repairing it. 2- does a delivery slip at Orange also serve as an estimate to come? And why not also a renewal of the contract for 24 months + automatic subscription of some costly options while we're at it! 3- I ask them to send me a copy of the delivery slip and to make the mobile in dispute available for expertise, and 4- to lift the suspension of my line (as it had been suspended in the meantime). I tell them that I will contact UFC Que Choisir, BP5000 and threaten to contact the DDCCRF, ARCEP and the telecommunications mediator.
I await the outcome.
Am I in the right?
Do they have the right, on the pretext that I signed a delivery slip, of which I don’t even have a copy, to make me pay this €125? Isn’t this an abusive clause? Should I go to court? Those who have gone to the end, what happened, as we’ve not received any information!
Thank you very much.
I await the outcome.
Same problem:
Renewal of Orange mobile on October 31, 2008: Nokia 6600 slide.
At the beginning of January, while it was in my pocket, fluorescent stripes appeared on my screen. I thought "oh no... a screen that breaks in a pair of pants... it takes doing, what a piece of junk."
I called 700, a lady told me that my mobile would be exchanged without any problem. No mention of any amount to be paid.
It was exchanged without any issues, indeed 48 hours later.
THEIR LETTER:
Three weeks later I received a letter demanding €125.58 for warranty exclusion due to signs of impact, while my mobile (which was barely 2 months old) had never fallen and had NO signs of impact. They included the intervention report which mentions "signs of impact."
MY 1ST RECOMMENDED LETTER (RLAR) TO THE CUSTOMER RELATIONS DIRECTOR:
I send them a RLAR stating that: 1- no signs of impact on the mobile in my possession, so they must have appeared at their premises. 2- no signed estimate to authorize a repair of €125, and no reservations from the delivery person, the last person to have seen my mobile in my presence: therefore I will pay nothing!
THEIR 1ST RESPONSE:
They send me a simple letter stating that 1- the delivery person uses packaging designed for this, plus their technical specifications are attached (nothing was attached) 2- I signed a delivery slip which stated the possibility of a warranty exclusion 3- the technician is authorized by the manufacturer. SO: they confirm the €125.58
MY 2ND RLAR TO THE CUSTOMER RELATIONS DIRECTOR:
I therefore send a 2nd letter: 1- the delivery person left with the mobile in his hands! and even if he had put it back in this ultra-sophisticated packaging (why bother, he still had the empty box of the mobile by the way) and the delivery person was not at fault, it could have slipped from the hands of the technician who was repairing it. 2- does a delivery slip at Orange also serve as an estimate to come? And why not also a renewal of the contract for 24 months + automatic subscription of some costly options while we're at it! 3- I ask them to send me a copy of the delivery slip and to make the mobile in dispute available for expertise, and 4- to lift the suspension of my line (as it had been suspended in the meantime). I tell them that I will contact UFC Que Choisir, BP5000 and threaten to contact the DDCCRF, ARCEP and the telecommunications mediator.
I await the outcome.
Am I in the right?
Do they have the right, on the pretext that I signed a delivery slip, of which I don’t even have a copy, to make me pay this €125? Isn’t this an abusive clause? Should I go to court? Those who have gone to the end, what happened, as we’ve not received any information!
Thank you very much.
I await the outcome.
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Suivant
1st step: wrote to the Mobile Orange customer service - TX 013 - 41965 Blois cedex 9; they confirmed the supposed oxidation and sent a (fake) expert report.
2nd step: contacted the National Consumer Service Orange Mobile - 33732 Bordeaux Cedex 9, which confirmed it once again.
3rd step: simultaneously sent the file to the Mediator of Electronic Communications - BP 999 - 75829 PARIS CEDEX 17 (use the form http://www.mediateur-telecom.fr/formulaire_saisine_v8.pdf)
+
sent another summarizing and informative letter to the national consumer service with the following content:
"Subject: complaints
Dear Sir/Madam,
Following your letter ref xxxxx, I inform you that today I am contacting the communications mediator as I remain very dissatisfied with your services.
Indeed, in my letter sent to the Orange customer service, I requested the return of my phone xxxxx which belongs to me; to this day, your services have still not executed this. I therefore renew my request: I demand the return of my phone.
I remind you that my phone is still under warranty to this day.
Upon receipt of my phone, I intend to send it to (manufacturer) for a counter-expertise.
Also, I would like to know the contact details of the organization that issued the intervention report.
Moreover, I believe that the phone you sent me is a refurbished phone; indeed, I noticed that the phone's hinge was poorly fitted and one button was slightly detached, and you have not provided me with a warranty certificate for this device.
Furthermore, your services never informed me of the non-guarantee clause with an amount well above the cost of my phone. I therefore renew my request, please prove to me that I was informed of this.
I ask you to refund me the €125.58 including tax that you deducted from my account on January 3, 2011.
Finally, I confirm once again that my phone has never been in contact with moisture and it was functioning perfectly; only the keys would remain lit which quickly drained the battery.
Best regards."
There you go, following all these steps and my persistence to pay, five days later I received a text announcing a credit of €125.58 confirmed on my next bill under the title: commercial gesture!!!! lol!!!
Good luck to everyone and don't give up!
Thank you.
I am facing the same problem as you today, did you manage to resolve it with Orange, or were you forced to pay this bill of 125.58 euros?
Thank you drole2dame for your letter which will be very helpful for me, as I do not intend to stop there, starting Wednesday I will go to the 60 million consumers office for help, thank you.