Orange mobile giving me the runaround!

krankie_frankie

Would really appreciate some help here as to what I can do. This is going to be a bit long and a bit off a rant, but would appreciate opinions and advice.

I am currently on Dolphin 35 tariff with Orange. For that I get 600 minutes a month and unlimited text messages. With the £5 websave promotion that was going on when I took my 18 month contract out, I pay £30 a month.
On occasion (and I stress occasion) I use the internet on my mobile. As 99% off the time I am near a pc I don't really need it on my phone. However I do find it is costing me an additional £3-£4 a month in data charges. Which is part of the reason I don't wish to use my mobile more for internet browsing. And I don't want to buy the £5 a month bundle as I don't need it.

Anyway on to the point off this post. Last night out off interest I logged onto my orange account via the orange.co.uk website and clicked on the 'change my service plan' link. Clicked on the Dolphin 35 tariff and got this come up



You'd notice my service plan is advertised £5 cheaper then I am currently paying, but then that's ok as I get £5 off as I said, so that doesn't bother me. The bit that does is the fact it says 'Unlimited mobile internet browsing' Great I thought, I can eliminate my extra £3-£4 a month data charges and possibly use the mobile more for browsing and not have to worry about the costs.
Knowing from past experiences with Orange customer services that they may say this deal is only for new customers, I was ready to point them toward the automated message you get when you are on hold that says they treat existing customers the same as new ones, the way it should be everywhere in my opinion!
After pressing endless buttons just to get through to the right department, I spoke to a lady with a Newcastle accent, so obviously I was at an UK call centre and not one in India, no offence but I find it hard to understand a strong Indian accent.
I told them I wish to change my service plan and have the unlimited mobile internet browsing, only to be told this offer finished at the end off July. I told her I appreciate that may be the case, but as this was 3 weeks into August that they should really have removed the offer from the website as I am sure I wouldn't be the last person to phone wanting this deal they are advertising. She told me that she would put me through to the helpdesk. Who pretty much told me the same. However with out shouting and arguing, I put my point across firm and to the point that if it is advertised then surely they should at least do the right thing and honour it. I said I could understand if it had been a couple of days into August and it had gone unnoticed, but the fact it was now three weeks into August, then surely the offer must be available still and they should honour me with the offer. I then got transferred through to technical!!! Why I don't know, but I explained all this for the third time and he said he'd transfer me to his supervisor as I said I would like to speak to someone who has authority to speak on orange's behalf without giving answers out off the orange training manual. Don't think he liked that, he hung up on me!

If you read all that, thanks. Any advice what I can do too make them honor it, and should they be made too? Also anyone I can contact other then the 150 and 343 numbers.
I know this is all for the sake of saving a few pounds, but I do honestly believe as it's there mistake seemingly then they should do the right thing and let me have what is advertised.

Thanks

Frankie

Cavey

As far as rights go, I don't think you are in that strong a position.

If something is mis-priced, the vendor has the option to sell at that price or not sell at all. Effectively Orange are choosing not to sell to you (you have already bought the contract, you're not re-purchasing every month).

If you were a new customer or taking a second contract, they can let you have the offer or not. They are not allowed to increase the price after your offer to buy (think this is attached to false advertising regs). They can also offer you an alternative product (another tariff perhaps) or you can offer them less in an attempt to barter (when they can restate their price, negotiate or refuse).

This is why most online stores now work by "Order Receipt" not "Order Acceptance" as under the latter terminology, any mis-priced goods had to be supplied at that price as a contract for their provision had been entered into. By using an Order Receipt, they still have opportunity to decline your offer to buy.

krankie_frankie

Understand what you are saying there.

But I am after 6 months off my contract allowed to change my price plan. So as they have my current plan advertised £5 cheaper now plus the bonus off unlimited internet, thought they would admit there mistake and out off good customer relations would let me have it.
Plus seeing I made them aware off the mistake and 6 hours later it's still there, well.......

I have a free hour or so again, so going to try again :rotfl:I have nothing to lose and everything to gain in my eyes.

Jon_01

The guys on the 'front line' in CS have no way to contact the web support team. Even if they raze it as a compliant it could take days to reach the right section (if at all from my experience).

Stephen_Webber

The website (like all IT things at Orange) will be outsourced, so it would be down to Orange to kick the butt of whoever maintains it to keep it up to date. Not really what you want to hear, but the frontline staff won't have the authority to override the tariffs.

You could try emailing executive.office@orange-ftgroup.com with your complaint though?

eco21

Hi Frankie,

I dont think tbh that you will get a result, especially as the part where you saw the unlimited data is in your account, its not like it is widely avaliable to the public, that ended at the end of August, so Orange will be like they pulled all advertising at that point, and it is a misprice it being their in your account, or something like that

reehsetin

my only suggestion is to forget over the phone, take a print of the offer with the date attached somewhere, good idea would be to have two internet windows open one with the offer stated and one with the orange homepage today so they can verify it is still showing, print it off and send it to orange head office, google orange st james park and address should come up
they should get a response to you asap, over the phone its just a headache

krankie_frankie

I decided to send an email to the address posted up there.

Seeing the majority here seem to think I won't get anywhere, I have decided not to raise my blood pressure by phoning again (just yet) and see what (if any) response I get from the email

Thank you all for responding

Stephen_Webber

Orange PCS Ltd
St James Court
Almondsbury Business Park
Great Park Road
Bradley Stoke
Bristol
BS32 4QJ

Mark it for the attention of the Executive Office.

krankie_frankie

Stephen_Webber wrote: »

Orange PCS Ltd
St James Court
Almondsbury Business Park
Great Park Road
Bradley Stoke
Bristol
BS32 4QJ

Mark it for the attention of the Executive Office.

Thank you, I shall print a copy off the email I sent (if I get no reply) and post that to them.

The funny thing is, they also offered me an upgrade this morning. When I said I was only 6 months into a 18 month contract she said I must be mistaken as it says I am entitled to one. I had a lot off trouble with them when I was due an upgrade 6 months ago! Tempted too just to get a new phone, then sell it on.
Also shows up on my account on the webpage too that I can get a new phone.
This one has no upgrade cost Motorola ROKR E8 any good

I am only with Orange because despite everything, I have always managed in the end to get a better deal then elsewhere. And seeing I text more then anything, unlimited texts is ideal.

tehone

Can't you just select it and choose it online - after all its showing in your account?

I know I can change plan online if I want.