What's wrong with this headline? In praise of... Orange
We're quick to jump on companies that dish out a serving of tough titties to their customers, and we've little time for those that refuse to play fair. So when a company does the right thing and peels back the layers of bullshit-baffles-brains to reveal they do have a heart after all, we think it's worth highlighting.
Avid Bitterwallet reader Zoe contacted us recently about a mobile contract she'd taken out with Orange. The phone wasn't intended for her use, however - it was a Doro handset for her mother, who had been diagnosed with lung cancer. The phone meant that Zoe's mother could stay in touch with friends while having to stay in hospital long-term.
Unfortunately, the cancer spread far quicker than anyone had expected, and Zoe's mother passed away a fortnight ago. Amongst all the head-churning business of saying goodbye to a parent, Zoe tried to cancel the mobile contract on compassionate grounds, but was told she'd have to pay a £400 cancellation fee like everyone else.
Fortunately, we managed to put Zoe in touch with our contact at Orange, who in turn passed Zoe on to the Executive Customer Service team. They saw sense, and while Orange has lost out on £400, they've done the right thing by a daughter who required a little sympathy, and will now no doubt be a customer of theirs for life.
Props to Orange - we'd like to think any company in their position would be as understanding, but you already know that's not the case.