Cellular Agony

Dealing with Phone Companies

Archive for February, 2010

February 28, 2010 – The Agony Continues

Posted by Paula on February 26, 2010

February 28, 2010

Hi Michal,

As you can see, the mess that Gal from your company has caused, keeps me think when I should be sleeping. After our discussions about the five N97 phones and the 2 free iPhones given by Gal, I just thought of addition possible concerns.

Firstly, Meital thought that the 2 iPhones were not actually billed to me. She look at 0528XXXXX0 and 0528XXXXX1 and I told her that each of these lines has actually two phones associated with them, an N97 and an iPhone. Based on this and the lack of descriptions on the bills, she assumed that I was not billed for the iPhone, as promised by Gal.

However, based on our discussions with you and based on Gal’s deceptions, is it possible that Gal placed the N97 phones on Sim cards that he told me was cancelled?

Based on all Gal’s deceptions and mismanagement, we will not be able to identify all the errors until we go through the bills line-by-line. We discussed this on Thursday and unfortunately based on additional deceptions that we found, we never got to it. It seems evident that there is no alternative, we need to go thoroughly through the bills. Who is going to go through the bills, you or Liron? If Liron, does she have the details, as you do? Will she be able to determine which phone is being billed with each line? Please note that we also received many free cheap phones (supposedly not associated with phone lines, no minimum) to replace the phones we were using with Cellcom. Also, as we discussed on Thursday, we also received some car phones to replace the Cellcom car phones. These were not to cost us any anything and if there are any car phones associated with 054 numbers, these are also deceptions by Gal. Actually any phone associated 054 number are a deception by Gal.

In addition, I met the users associated with the six phones and he asked when will they be turned on. These are the 6 phones that should have been turned on in September and then we personally discussed them in the middle of January.  In addition, 1 phone was suppose to be an iPhone, but now that it has not been turned on for so long, he does not want the iPhone. However, one of our students is interested in this phone, we should discuss this. Meital originally said that we could do something.

When will Liron call?

Please call me so we can start resolving this mess.

Best regards,

Lazer

 

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February 25 – Still Trying

Posted by Paula on February 25, 2010

We have been writing emails and calling for many weeks now. We insisted on meeting to understand our phone bills – with no luck. So, with regret, we have canceled our horat keva with the bank.

We will be happy to pay Orange by check as soon as we are presented with a bill that reflects the promises that we received from Gal Morad and Liron (who was fired for lying to customers – although we were told that he was fired because he left phones in his car without putting them in a car safe). So, we are very willing to pay the bill – please contact us to set up a meeting to explain the mistakes in the bills and when we can expect to receive a new and corrected bill. So far, Orange has taken over 10,000 NIS from us based completely on charges to which we did not agree.

We have spoken to…let me see…Liron and Gal, Meital and Oz, um…well, I’m sure there are more. So, please let us know at your convenience when you would like to be paid for services rendered and correctly billed. We are also, at your company’s promise, awaiting reimbursement for the cancellation fees we are paying to Cellcom for canceling with them for their lousy service and also being forced to jump from person to person.

So please let us know who today’s representative is, whether we are Top Business or Premium as repeatedly promised…or still just regular customers desperately trying to get service. Our company is WritePoint Ltd. and we are reaching the point where we wonder why we came to Orange. Please let us know if you have someone who can explain this to us.

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February 22 – Orange thinks they handled it?

Posted by Paula on February 22, 2010

This email was amazing. Nothing was accomplished…no calls were received, and yet Ms Carmit Sikorel thanked me and told me our matter was handled by customer care on the….on the…yes, indeed, like so much of Orange’s service – just left unfinished…incomplete, inaccurate, and worst of all, damaging to its customers.

Dear Paula,

I thank you for your e-mail.

I was glad to learn, according the the updates in our systems, that your request was handled by  our customer care center on the.
For further information, please reply to this e-mail, or contact our customer service center by dialing +972-74-7054054, and one of our representatives will be happy to assist you.

kind regards,

Carmit Sikorel
Customer Relations
www.orange.co.il

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February 21th – Still nothing

Posted by Paula on February 21, 2010

On February 21, I posted again to the Orange website…still hoping that some action would be taken…sadly, the only thing that kept being taken was money from our account. By this time, we had already spoken to more than 5 people at Orange and it was becoming very clear that all that we were getting…was lies.

Here’s our note from the 21th of February, posted to the Orange website:

Our story is amazing. We have been with Orange only a few months and yet have had to deal with more than 5 different people. We have been charged more than 20,000 NIS – after being told we would be credited for much more.

We have been told things would not be billed to us and we have been billed. We were told we would be a premium account…and we have to wait days and days to simply get a meeting. We are now being told this month that Orange plans to take 7,000 NIS from our account – with no explanation as to why or when things will be credited. We did not
believe service could be worse than what we received at Cellcom and so switched to Orange…and now, we are getting almost the same lack of honest and direct answers. We were told to deal with Liron…then told Liron was fired because he left phones in his car and the phones were stolen.

Then we were told Liron was fired for lying to customers. We have been told Meital would be our contact person (after Gal and Oz and Liron) and after one or two conversations, we were told Meital was sick…then told she was not…Now we are being told we will need to meet with Liron again (we assume a different one than the one who was fired for lying to customers and/or leaving phones in the back of his car. Most of all,
we are sick and tired of everything taking so long and so, once again, we are writing to understand WHY you are taking money from our account against all that we were told and WHEN will we have a meeting to have someone explain our bill to us and will that be before or after you take more money from our account.

Would you suggest we cancel our Horat Keva – perhaps it would be best if each month we pay by check according to what the proper account should be? One final word…if money is taken from our business account before the next meeting takes place, we will immediately cancel our horat keva and insist on paying each month by check upon confirmation that Orange is billing according to the agreed upon plan. We will not continue to allow this money to be taken without verification or
contact.

————-

As it turns out, my husband was also desperately trying to be in touch with someone at Orange. He updated me on his attempts and I posted these a few hours after posting the above note. Here’s the second note I posted on the 21st of February:

We have been trying for many, many, many days and weeks to understand and resolve many issues with Orange support. Today, once again, we were promised that someone would call “in a few minutes” – this time, it was Evyatar. My husband, Lazer, waited more than an hour and a half for those “few minutes.” It is now after
9:00 p.m. and he has finally come home, after giving up on Orange keeping its promise to call. As you can probably see from the numerous messages we have left, we believe that Orange support system is in terrible shape and we must speak to anyone of authority who believes that treating supposedly valuable clients this way is simply not acceptable.

We cannot continue this way, waiting endlessly for Orange to fulfill their promises while deducting thousands of NIS from our
account based on prices that differ significantly from what we were promised.

We called Gal Morad this morning – he said he was in a meeting and never called back. We called *555 and were told Liron was supposed to call us…he is supposedly at the same level as Meital…so why must we now speak to yet another person?

No answer. So, *555 said Meital would call us today…and, again
, no call back. At 7:00 p.m., Lazer called *555 yet again…and that was the start of his waiting a few minutes (which lasted over 1.5 hours). Honestly, I have never seen such poor service and I am seriously wondering why we left Cellcom. If anyone can provide us with an answer, it would be much appreciated. This is more than three months since we have been waiting for an answer. I am a social media consultant and believe my next step will have to be to open a public blog in which I document very extensively, our tremendous efforts to get service because honestly, having spoken to so many people and called so many times….we are simply unaware of any other options.

Please call us TOMORROW and set a meeting IMMEDIATELY.

Please note that tomorrow afternoon, if we do not speak conclusively to Orange, we will have no choice but to stop the Horat keva and choose to pay our bills by check each month once the correct amounts are charged. Here is hoping someone actually calls us tomorrow…what a concept.

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Email on February 9 from Orange

Posted by Paula on February 9, 2010

And the Circles Continue

After my email on the 8th, I did in fact receive an email from Naomi Soesan-Pavis in which she told me she was happy to inform me that she has spoke to our “representative, Gal Morad” and been informed he was taking care of it. Of course, this is the same Gal that miraculously turned 16 lines into 66 and who would not call us back, not meet with us when promised and made all sorts of commitments (and then told us not to tell anyone).

This is the same Gal who is paid according to how many SIM cards he sells and so he gives them away as prizes to the unsuspecting…beware!

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Email of February 8 – Not service we can accept

Posted by Paula on February 8, 2010

Message posted to Orange site on February 8th, 2010.

My message:

I have tried for days not, even weeks to get service. The main reason we left Cellcom after 14 years with them was because we were promised excellent service. I am very upset and disappointed to constantly be ignored. I wrote a few days ago. I got
an SMS from Gal Morad saying he would call me at 8:00 p.m. He didn’t call –
not last night and not all day today. As I mentioned in my previous message
, we are canceling our horat keva this Thursday. My husband sat for an hour today at the Orange office in Talpiot, only to be told that he had to go through Gal. If you cannot provide service, please refund our money, cancel the contracts, and take your phones, computers, GPS, and car phones back. Cancel the 60 lines we promised under the Premier account you still have not activated. This is not service we can accept.

Six hours late, I received this note back:

As a reply to your query, I would like to explain that your request had been forward to relevant parties in our company.

You may contact our service center, available , at 074-7054054.

Sincerely,

Naomi Soesan-Pavis
Customer Relations
www.orange.co.il

No further response was received. Ms Soesan-Pavis never contacted us, never followed through…the problems continued…three months and counting.

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