Orange Customer Retention

Fat_Boy

Has anyone else had recent dealings with this lot?

I only have a few days left on my current contract with them so rang to check on upgrade options. I was politely informed that as I am still in contract I would have to pay £150 + VAT and then the cost of whatever phone I wanted!!! They said I should call back when my 12 months are up to see what they could offer me - but I didn't want to roll on into month 13 on this cr**py deal I am currently on.

My wife had a similar problem a few months ago - she's now on a good deal with Vodaphone and I'm off to T Mobile (shiny new Sony w800i ).

Have Orange gone all tighfisted or am I and the wife just unlucky??

FB

iceburn

they have this thing call customer first and if you are within 10 months of your 12 month deal you can get deals as if you are a new customers. Don't know it completely the person who work at the orange shop who hovers around here might know more about it. ie could you do that and get an upgrade with no fee and change tariff at the same time. But I myself would wait a couple of days cause when your contract expire you have more flexibity. O2 always call me up just before about upgrade, and if I took that offer would not get the better deal i get by waiting a week.

soolin

I was told by Orange that I had to give 30 days notice of cancellation if I wanted to end my contract at the end of month 12.

I phoned up on the day specified and they were very polite and very nice but could not offer me any incentives to stay, so they gave me my PAC number and today I have hopefully migrated to Virgin.

My husband is also with Orange and his one months notice should be given to Orange on December 26th but unfortunately we will be out of the country, so I intend phoning them before we go to see if they can do something outside of the normal notice period otherwise it look slike that contract will run into month 13.

Soo

Fat_Boy

soolin,

Sounds like your husband will be in the same position I was in today. Though there should be no reason why he can't get his PAC code before you go away on holiday, my contract isn't due to expire for a week or so yet, but they still gave me the code with no hassle.

Good luck

terrierlady

my brother has 8 business phones with them and asked for blue tooth phones with headsets the first major update in 3 years plus 4 years previous with them but no they wanted him to pay..... o2 have supplied phones and headsets, Orange seems to ignore customers they already have in lieu of new ones what a way to run a business.

Woody

I'm on Orange, and saw the deal with The Link for 18 months on T Mobile 200 anytime minutes with a free K750i for £173.88 in total after cashbacks.

I had to sign up by the end of today to get it, so called the Orange retention line and was told that T Mobile were offering a stonking deal and I should take it. There was zero attempt to keep me, so now I'm waiting for my T Mobile 750i to turn up.

Does Orange's arrogance make them the new Marks and Spencers?

soolin

Fat_Boy wrote:

soolin,

Sounds like your husband will be in the same position I was in today. Though there should be no reason why he can't get his PAC code before you go away on holiday, my contract isn't due to expire for a week or so yet, but they still gave me the code with no hassle.

Good luck

The problem is that OH is on a cashback deal so giving notice on the contract before the prescribed time could lose him the final payout.

Soo

newwinds

I'm on orange, before my contract is end 2 months, I send them un letter notice of cancellation.After a week, they call me to know the reason i cance the contract and give me some offer to stay. They are nice and polite

Fat_Boy

soolin wrote:

The problem is that OH is on a cashback deal so giving notice on the contract before the prescribed time could lose him the final payout.

Soo

In that case soo, I'd be tempted to take the 'hit' and stay with Orange for the 13th month. Maybe they'll make him an offer of a good deal for being with them beyond the 12 months - though I doubt it, the wife was with them for several years and the only offer they made her was to send her PAC code immediately :rotfl:

shyguy_2

what is the phone number for orange retention ? I never get put through to them

Karnam

call 150 and then follow instructions for "thinking of leaving orange". i believe its 4 and then 3.

orange retention are normally really good to me, i normally call in month 10 of 12 month contract (i normally call orange retention and get a good deal, have done for 3 years) and enquire about pac/cancelling contract info. if you've done your research you can normally quote offers that are available to you as a 'new customer' elsewhere which suit your usage. if you've really looked into it you should also be able to say where or not the phone you want is free as a 'new customer' elsewhere. talk to the guys, they are people and are generally quite nice, my boyfriend says i flirt with the orange retention team but hey its just a phone call right? dont be demanding, its upto you to know what you're talking bout, not them.

my sister got a real idiot once though, who didnt even know orange's own T&C, my sis actually had to quote the orange booklet to her about Student tariffs. it's a bit pot luck but generally you need to be the humbled one. dont expect orange to chase you, you're chasing orange to get a good deal. and dont EXPECT to be offered amazing deals to stay, afterall why should they? they're market leaders afterall! the golden phone call (when you've called and cancelled and they call you back to ask why) is usually only reserved for high value customers, you need to take intiative and do the research.