Need Orange Help... ask away

reehsetin

oh also if you had your husband dont mind being on the same bill can just make your account into an additional user on his account and make it into a 'your group' which will give you unlimited (well 3000min) calls between you + you can have upto 8 accounts on there. but he has to be on one of the animal packages to be able to do that

Jojo_2-2

thank you will look into that. do you know if the v31 or the v3x are good phones?

metso

Hi Reehsetin,
About a month a go my trusty Nokia phone died.(Saturday), I need my phone for work, so I thought I'll pop along to the nearest orange shop to see what sort of help I could get.
Since I have been with orange for a couple of years without upgrading, I decided to upgrade, being tempted by all the new shiny bells and whistles phones....
My experience in store was somewhat annoying, I thought I was simply upgrading my phone, I had run the course of my 12 month service plan and since I was happy with it I was just prepared to keep it going. Just before I signed for the new phone, I decided to ask the person serving me, to see if I could talk to orange customer services on the telephone, I was somewhat suspicious that the guy serving me was trying to get me to sign. Firstly he told me I had to sign up for 18months if I was to get the phone I wanted, as well as paying a 50 pound upgrade fee, He also told me my contract would be exactly the same. Regarding the 18month contract I asked whether it would be possible to sign up for 12 months, he said absolutely not, It has to be an 18 month contract.
When I spoke to customer services on the telephone they told me it would be possible to sign up for the new animal contract(even though I told him I was happy with my existing contract and wanted to stay with it) that the person in the shop was subscribing me too for 12 months. This really annoyed me because the guy in the shop was treating me as if I was stupid and wouldn't see through his get everything he could sales technique.

I therefore continued to deal with customer services on the telephone where I managed to upgrade my phone and stay with my existing contract for 12 months Or that is what I thought, having phoned up Orange customer services to check to see if there was anything wrong with my phone, seeing that it wouldn't hold charge for more than a day. Firstly they told me that my service plan a your plan120 with a 50% discount, the discount part was only valid for 9 months out of the 12, where as at the time when I spoke to customer services, when upgrading, they asured me I was renewing my existing contract for a full 12 months. They also told me there was nothing they could do about the phone, besides run a diagnostic check whilst talking to me on another handset, so I could remove the battery, reinstall sim card etc on the new upgraded phone. They told me that Orange retail and Orange on the internet/ 150 are separate companies, one is a franchise of the other. And that Orange retail does not offer any warranty on phones obtained within the stores, where as I I upgraded my phone on the phone then I would have had a 6month warranty cover, stupid me for thinking all of Orange was one company..

I feel really annoyed, I feel like I have downgraded to a bells and whistle v3x phone which can't hold its battery charge for more than a day.
and I am tied into a 12month contract, 9 of which are as per my original plan, where as it should have been 12.

Who do I go to to sort this out. thank you for your help. and Patience.....:)

sainthalo

Take your phone back to the orange shop and/or service centre as per phone manual, it has a minimum 12 months warranty which the shop is responsible for (they may pass this on to the manufacturer to deal with on their behalf).

In fact there is also a "legal warranty" against the retailer subsisting as long as is "legally reasonable" up to a maximum of six years (i would geuss three years is reasonable but the judge would ultimately decide). Bear in mind if the retailer gives you any trouble then issuing a claim on moneyclaim website is easy, cheap and as against orange for such a small amount, payment is practically guaranteed.

As for your contract tarriff - write to Orange Executive Office (search google groups for address and phone numbers for this office) asking for them to resolve this matter and reassess your bills etc.

Marmiter

Hi, I hope someone can help me!!

I cancelled all the bundles (texts and World Access) on my account at the end of April leaving just talktime at £19 per month.
But on this month's bill they are charging me for the World Access, but not the texts.

I have phoned customer services, and she says she has now de-activated WA on my account, but does this mean I still have to pay for it this month, or will I get a refund next month?

My billing period for this month from 5th June to 4th July, and I was only able to access my account online this morning.

I'm so fed up with Orange, and their useless customer services!!! :mad:

JoeyEmma

I'm really happy with Orange. Just phoned up and did the "I've found a better deal elsewhere, and want to cancel my contract" blurb with them and it went brilliantly. I'm only 11 months into an 18 month contract, but have insurance (which I do sometimes use) which means I can cancel the contract at any point.

In the end, the girl matched a better offer than the one I was looking at. I've ended up with 500 cross network minutes and 100 texts a month for the bargain price of £25 a month. She is giving me a £150 credit on my account (which is 6 months line rental for free), a new phone and even better I'm only tied in for a 12 months, not 18.

Even better, my current phone is less than a month old and can get over £100 on ebay.

My bills have been about £50 month = £600 a year

With this new plan and selling my current phone on ebay, my phone should cost me £50 for the whole year.

Not bad!

Jojo_2-2

should i get the v3i or the v3x? or any other phones that arent big as i have small hands, and that take pictures, and have video and easy to sms and good batery life.


pls any advice would be great. thanks

i want to get the on the web orange price plan looks pretty good, 500 sms and 200 min for 30 pounds on a 12 month contract.

pls help

mnj1x

Hi,

As in the subject, I wish to know that if i open a new orange contract thru a retailer (e.g. e2save or DAP), will Orange still offer me free broadband ?

Thanks in Advance.

reehsetin

firstly sorry to hear you had a bad experience - we're not all that bad i promise!

metso wrote:

My experience in store was somewhat annoying, I thought I was simply upgrading my phone, I had run the course of my 12 month service plan and since I was happy with it I was just prepared to keep it going. Just before I signed for the new phone, I decided to ask the person serving me, to see if I could talk to orange customer services on the telephone, I was somewhat suspicious that the guy serving me was trying to get me to sign. Firstly he told me I had to sign up for 18months if I was to get the phone I wanted, as well as paying a 50 pound upgrade fee, He also told me my contract would be exactly the same. Regarding the 18month contract I asked whether it would be possible to sign up for 12 months, he said absolutely not, It has to be an 18 month contract.

stores are pretty full on with the 18month, people have i think its an 80% target that they have to hit for 18 in their upgrades so a lot will just say that only 18 is available - especially if its on a high demand phone - they wanna get the most out of it, it may just be his manager or someone simply wouldnt allow a 12m contract with the phone, e.g. im not really meant to sell an N80 on a 12m, my manager wouldnt be happy but hes not an ogre so its alright!

metso wrote:

When I spoke to customer services on the telephone they told me it would be possible to sign up for the new animal contract(even though I told him I was happy with my existing contract and wanted to stay with it) that the person in the shop was subscribing me too for 12 months. This really annoyed me because the guy in the shop was treating me as if I was stupid and wouldn't see through his get everything he could sales technique.

dont understand that bit what the issue was except the person wasnt listening to what you wanted? :S think im missing something. on the 18 month he should have just told you youd get 10% off your line rental by staying on the same package for 18m
with regards to this dude not listening, make a complaint to head office with regards to the service and not being fully explained, they will MAKE the person reply to you with an explanation within a few days

reehsetin

metso wrote:

I therefore continued to deal with customer services on the telephone where I managed to upgrade my phone and stay with my existing contract for 12 months Or that is what I thought, having phoned up Orange customer services to check to see if there was anything wrong with my phone, seeing that it wouldn't hold charge for more than a day. Firstly they told me that my service plan a your plan120 with a 50% discount, the discount part was only valid for 9 months out of the 12, where as at the time when I spoke to customer services, when upgrading, they asured me I was renewing my existing contract for a full 12 months. They also told me there was nothing they could do about the phone, besides run a diagnostic check whilst talking to me on another handset, so I could remove the battery, reinstall sim card etc on the new upgraded phone.

did they tell you that the 50% discount would be for the full 12 months :S?
basically the person who did the upgrade will have left a note on the account to the effect of what theyve done - get CS to check what they wrote on that note and if it doesnt tally with what theyve told you ask them to put you thru back to that person and have it out with them, tell them that what you told me wasnt what i was provided with so cancel it or do what you told me - no one else will prob go by what you say unfortunatly it will be ur word against theres so best to have it out with them

if they wont do anything then, again best is to write to head office with a complaint, get the persons name and extention number!

metso wrote:

They told me that Orange retail and Orange on the internet/ 150 are separate companies, one is a franchise of the other. And that Orange retail does not offer any warranty on phones obtained within the stores, where as I I upgraded my phone on the phone then I would have had a 6month warranty cover, stupid me for thinking all of Orange was one company..

true in a sense they are seperate companies - but regardless you get 12months manufacturers warrenty - no discussion! with the moto - couple of people have complained about that but as far as i know (im pretty sure) that even warrenty doesnt cover the batt only the phone - but if its still within 28 days from when you got the phone they should replace the whole thing - at least we would in store if you had got it from us!


hope thats of some help - basically get in touch with HO on both accounts, if the guy in store deliberatly lied in answer to your question then def make a complaint and he will have to explain himself,
the person over the phone if what they described over the phone is different then what you have, call the person directly and have it out with them, if they dont accept responsibility ask to speak to a supervisor or write a letter of complaint