Regular readers will remember: A Valued Customer Blogpost from last week. Well this was the week I was due to receive the text message to call Orange and order my Free Nokia N80 upgrade.

There was no text, so I called the Customer Retention department. Here is a dramatisation of what happened:

To Orange Customer Services:

Stephen: (enthusiastic) Hello, I’m calling regarding the proposed free upgrade to the Nokia N80 I was promised. I was told last week by a customer rep that I would receive a text informing to call you. Well, there was no text.

Orange: Let me check this for you Mr Sherry. Right, unfortunately we don’t have any of the Nokia N80 in stock for upgrade. Its a popular phone and you are on a waiting list of 4000 customers.

Stephen ( pretty pissed off ) Do you have a time frame as to when the waiting list will be be honoured?

Orange: I wish I could tell you, however it would be wrong to estimate it.

Stephen: Okay, I don’t wish to leave Orange, but other providers are offering me the N80 for free with a nice tariff to go with it. I reiterate, I do not wish to leave you guys. I ask you this: Why is there a waiting list? Surely Orange would estimate that there would be a demand, hence have enough handsets to deliver to customers.

Orange: Well the difference between us and other providers is that we individually test our handsets. A lot of the N80s were rather faulty in operation you see.

Stephen: I understand that. Well, I will call back next week to hear what the state of play will be then. If its still waiting list nonsense I will be asking for my PAC Code.

Orange: Let me see what I can do. I will make a few enquiries to some departments and lets see if we can escalate this. Give me 15 mins Mr Sherry and hopefully I will be able to give you good news.

Stephen: I appreciate your time and assistance. I look forward to your call.

—–

I did not receive that call.

My friend and colleague had a brainwave. He told me to call e2save.com up and get a deal with them. I gave the sales team a call and the chap I had was excellent. He gave me a Free Nokia N80 with half price line rental for 9months.

Guess which network I chose. ORANGE!

don’t get me wrong, Orange have been good to me customer service wise on my queries - EXCEPT when it comes to upgrades. Their selection of upgrade phones are pretty paltry in my opinion. The only downside will be a change in my mobile number. PAC Codes cant be used on new contract phones.

Now to text everyone about my new number.