I had to organise a rather urgent courier to collect personal effects from my damaged and irrepairable car.....Daniel was on hand via the live chat to help me through this and provided an excellent and efficient service. Well done to the company and a very big thank you to Daniel for helping me out in a very stressful time.
I was sold a smartphone on an upgrade as an existing Orange customer (a cold call from the company). All went well until I dropped my phone and damaged it. Not to worry, I thought, I had received all the documentation I needed, which told me in bold letters "RELAX, YOU'RE COVERED"....and the statement said that ALL phones sold came with a month's free insurance and a direct debit was set up already.
Unfortunately, when I phoned the company to sort the repair, it appeared that no insurance was set up. I wasn't entitled to it as I was an upgrade not a new purchase. But I hadn't been informed that this was the case and the paperwork I received quite clearly said I was covered. The customer service team couldn't help and didn't even know the name of the manager to whom I should address my complaint!!
I wrote to the High Level Complaints Team and didn't even get the curtesy of a response. I phoned again and it took 35 minutes on the phone to finally hear that no-one at e2save could authorise a repair!The company is a shambles, has diabolic poor customer service and I would NEVER buy a phone from them again.
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