It has come to the attention of Bizna that buying a phone handset at Orange Kenya could prove to be one of those decisions a consumer may live to regret if this case from one of our readers is anything to go by.
Well, in November last year, an Orange customer known as *Elijah (name withheld to protect identity) returned a phone mode ONE TOUCH 4010D PURE WHITE to Orange Nakuru Telkom under the one-year guarantee sale agreement.
The phone this customer had bought at Orange had proved to be a faulty device, and under the terms of sale, Orange was obligated to either repair the phone or offer him with a new one. The phone’s details were as follows: ONE TOUCH 4010D PURE WHITE, IMEI: 869296011731159. IMEI: 869296011731167.
At Orange Nakuru Telkom, the faulty device was received by a customer attendant named Amos. The customer was instructed to go back and pick either the repaired device or a replaced new phone within two weeks. Well, this was just the beginning of what has turned out to be a game of cat and mouse, with Orange Kenya. Not only did the two weeks elapse, but since November, this customer – whose ID and Orange registered line we have seen – is yet to see his phone back. His attempts at pursuing the matter through the availed Orange Kenya help care channels have all proved futile. Shockingly, Orange Kenya has not been short of excuses.
At one point, the staffer who’d received the phone back informed the aggrieved customer that Orange Kenya didn’t have courier services to transport the phone back from Nairobi – where it was apparently being repaired – to Nakuru. According to messages seen by Bizna from this customer to Orange, though, this didn’t seem to have been the case. The customer informed Bizna that he managed to communicate to the branch manager at Nakuru Orange called Irene, who explained that the phone was still stuck at the Repair Centre, and there was little that Orange could do.
Eight months and counting, Orange Kenya, and you still are holding unto this customer’s phone.., why?? It is reportedly a habit of faulty handsets that are returned to you taking extremely too long as witnessed in this case or never coming back!
Orange Kenya, perhaps you should state clearly to your customers that any gadget bought at your shops with a guarantee will actually never be repaired or replaced or surrendered back once a customer returns it for such services.
… Have your rights as a consumer been abused? Do you have an irritating experience as a buyer from a seller? Share it with us and we will assuredly bring it to light…
