Cellular Agony

Dealing with Phone Companies

Archive for September, 2010

September 5…nothing new…sad

Posted by A Soldier's Mother on September 30, 2010

If my husband had a dollar for every hour he spent on trying to resolve this problem; a dollar for each email he has sent; a dollar for each day they ignore him – we’d likely be able to buy a decent amount of Orange stock…then again, why would we want to?

We’ve been running our own company for more than 15 years. We run it based on offering customer service and honesty. If only…if only.

Here’s yet another email my husband sent to Orange – another they ignored:

September 5

Subject: To: Carmit Sikorel

Hi Carmit,

Since our last conversation, I have not heard from you, Adi or anyone else. I have sent the list of telephone equipment you requested to Adi.

I do not know if I told you, but Adi did not go over the bills with me, as you expected. This is an open issue that was requested from the beginning; and without it, we cannot identify the problems. Are the old bills irrelevant? If not, when will you send someone to go over the bills? I asked the same question to Adi.

The last time I tried to get the bills reviewed , I was told to go to your center, However, your manager at the center said they cannot give me service and called the police.

What is the next step? When is our next meeting?

Thanks,

Lazer

Today is October 3 – almost a month since this email was sent and in that time – nothing. One could argue that September is a month of holidays in Israel and that would be true, but there were 13 full business days and 2 half days – time enough to have called if they had wanted to.

In the meantime, my husband has spent more time preparing yet another list. Of the 59 phone lines that Orange miraculously assigned to our name (plus some data lines not counted here which helped round out the total to 66), we now have 16 marked “Suspended” – that means, thrill of all thrills (we hope), that Orange isn’t billing us for the phone lines or any calls made illegally (that happened on one line and Orange ignored our questions for a few months and a few thousand NIS until we demanded they close it down). Of course, we still have no answer as to if or why they are charging us for equipment assigned to those lines.

No, no help there. When is our next meeting Orange? Still no answer but two more names to add to Orange’s growing list of fails. Thanks, Carmit – thanks, Adi – I’m sure we needed more aggravation.

Posted in Orange Partner Agony | 1 Comment »

Do you want to pay us?

Posted by A Soldier's Mother on September 16, 2010

Orange’s finance department called this morning. They say we haven’t paid and they want to give us this opportunity to pay. They made the mistake of calling my son, who was a commander in the artillery division and has never learned to suffer fools lightly.

“Do you want to know if we just woke up this morning and decided to pay Orange even though you’ve done nothing?” my son asked the startled finance representative.

“Well, no,” he replied, “but since you owe so much money and you’re going to have to pay anyway, maybe you want to pay now?”

Gee, Orange, can you tell us how much we owe? Can you tell us what happened to all those meetings, all those promises?

    • We still have no reception in our basement apartment – after your promising to give us a special antenna to rectify this.
    • We are still paying for equipment we were told we would get for free (part of a package deal similar to what we had at Cellcom).
    • We are still paying a higher price than agreed.
    • We have not been refunded for – oh – about 40 lines that amazingly enough were created and yet for which we have no service.
    • You have never met with us to EXPLAIN THE BILLS…worse, more and more, we get the feeling you don’t even understand them.

    No, Mr. Finance Department, we do not want to make a downpayment on monies owed until you can tell us…what money is owed. How much DO we owe you? How did you come to that figure? Why are we paying for lines we don’t have? Even, for equipment we don’t have?

    Why can’t we speak on the telephone in our own home without running outside before the line cuts out?

    So many questions, so few answers – and so, our cellular agony continues…and we are still waiting for Carmit and Adi, David and Eliron, Liron and Liron…and the forever lying Gal.

    Will our cellular agony ever end? Stay tuned as we continue to suffer the agonies of having contracted with Orange.

    Posted in What We Ordered, What Orange Bills | Tagged: , , , , | Leave a Comment »

    You Can’t Say We Didn’t Try

    Posted by A Soldier's Mother on September 5, 2010

    Yet another email to Carmit after yet another week passes by with Orange ignoring their promises and commitments. We received another bill, of course, but once again, no one is ready to explain what the heck they are charging us for.

    In the meantime, several people have commented – hey, even Orange people have told us this – that we should be suing Orange for hundreds of hours we’ve wasted trying to get them to explain, correct, justify – anything.

    Latest calculation – my husband, sons and I have spent well over 600 man-hours trying desperately to get Orange to follow their commitments, explain bills they had no right to send us, money they had no right to take.

    At this point, my husband (the vast majority of those 600 hours was his), has high blood pressure, frequent headaches and no answers. So we are throwing this open – if you know a lawyer who can help us, please write to us – leave a comment and we’ll contact that person. We are tired. We are fed up. We have been ripped off and most of all, we think that not even Orange can figure this out.

    We want out. Take your damn phones back – including the one we paid insurance for and you won’t fix. Take your computers back – including the one that CAME broken (HP confirms this has to have been delivered broken). Just take it and go. Honestly, please just release us from slavery, from another 1.7 months having to deal with what has to be the most God-awful company in the world!

    Here is today’s email – yet again – asking for Orange to do what they said they would.

    From: Lazer
    Sent: Sunday, September 05, 2010 4:46 PM
    To: ‘direct@orange.co.il’
    Subject: RE: To: Carmit Sikorel

    Hi Carmit,

    Since our last conversation, I have not heard from you, Adi or anyone else. I have sent the list of telephone equipment you requested to Adi.

    I do not know if I told you, but Adi did not go over the bills with me, as you expected. This is an open issue that was requested from the beginning; and without it, we cannot identify the problems. Is the old bills irrelevant? If not, when will you send someone to go over the bills? I asked the same question to Adi.

    The last time I tried to get the bills reviewed , I was told to go to your center, However, your manager at the center said they cannot give me service and called the police.

    What is the next step? When is our next meeting?

    Thanks,
    Lazer

    Posted in Orange Partner Agony, Our Emails | Leave a Comment »