Mis-sold contract by orange

gilljoy

I just picked up a new contract earlier on this morning, I initially went in looking to get an iphone 4 16gb on the £30 pm tariff for 18 months with an unlimited text add-on, this would have brought the tariff up to £35 a month which i was expecting to pay.

The sales assistant told me that I may as well go on the 18 month £35pm tariff as it comes with 600 minutes and unlimited texts. I double checked this with the sales assistant twice before buying the phone as well as later on that evening when I called back into the store and another sales assistant confirmed that it was unlimited texts.

After getting home and setting up my phone and installing the your Orange app and signing into my account it says that I only receive 500 any time texts per month. And now I've looked on the orange website for iphones and it says a £35 18month contract is only entitled to 600mins and 500texts.

So have would you say that I been mis-sold the contract?

Im happy enough to go back to a 30pm with an add-on but I feel that I was mislead into taking the £35pm tariff.

Should I contact orange directly and complain or go back to the store ( where the staff dont seem to know what their on about)

Malky

It depends on what you actually signed for. Did you read the contract before you signed it and if so, what does it say?
Remember, you are committed to the full term of the contract when signed instore regardless of what a salesperson tells you. It's what's written in black and white that counts.

gilljoy

suppose that could be right, I'll ring up orange tommorow and see what they can do,

i dont even mind changing tarriffs to the lower one and paying for a addon aslong as i get unlimited texts tbh


actually on reading the contract it doesnt state on it what i get each month on it at all,

tho it says in the pro rata information that i get :

140minutes, unlimited texts and 117mb of data

Guys_Dad

gilljoy wrote: »

suppose that could be right, I'll ring up orange tommorow and see what they can do,

i dont even mind changing tarriffs to the lower one and paying for a addon aslong as i get unlimited texts tbh

Before you ring up Orange, why don't you go back into the shop, speak to the sales assistant again and, very nicely, say to them that you appreciated their help in finding you a better tariff than the one you asked for, but it appears that it doesn't have unlimited texts you needed as you were told, so can they please get you on to a tariff that does.

This then keeps it to those who were involved instead of bringing in a 3rd Party - Orange CS - who haven't got the sales person there to confirm your story. It may be that the sales assistant/store can get you the unlimited texts added as it was their mistake - I really don't know.

But if you take that route of going back into the shop, and assuming they are reasonable people who can admit to making a mistake, you have a better chance of getting it cleared up.

If they tell you that you need to get Orange 150 to sort it out, do it from the shop in their presence to confirm their boo-boo.

gilljoy

yea i think i'll do that sounds like the best way of getting things sorted out, cheers

ampletime

The problem is you have people that are in no way clued up on contract law getting you to sign to a deal.

Guys_Dad

Just looked on Orange web site and the mistake that the assistant has made is that the 600 minutes and unlimited texts is for a 24 month plan.

You could opt for that, but check if the Iphone would have been cheaper if you did. Looking on Orange web site, the phone is up to £100 cheaper if you go for 24 months, with sat nav and 50 photo messages as well. seems a better deal. (Dont know what you paid for phone though)

macman

How many texts do you actually need per month (presumably somewhere between 501 and infinity)?

Jon_01

The stores and the online shop have different offers.

Online offers aren't always available from the stores, so there maybe no error at all ?

Guys_Dad

Jon_01 wrote: »

The stores and the online shop have different offers.

Online offers aren't always available from the stores, so there maybe no error at all ?

you might be right - although on-line is usually better deal than store - but quote from post#1
"After getting home and setting up my phone and installing the your Orange app and signing into my account it says that I only receive 500 any time texts per month. "

That would worry me!

gilljoy

well i phoned up the orange 150 number just to confirm what my tariff is and its definitely 600mins and 500 texts and not the unlimited I was told.

I am quite a heavy texter, i'd send about 1500+ messages a month according to o2 when i was leaving them.

I dont really want a 24 month contract, i dont like being tied down for 18 months to begin with let alone 24 months.

I'm going to pop into store and just tell them I think theres been a mixup and see what they can do.

As for the price of the phone, I paid £229 for it but i traded in my old iphone 3g and got £120 so it was £109 which is more reasonable, plus they had ran out of 16gb iphone 4's and upgraded me to a 32gb free of charge.

Its more than likely been that the guy who sold me the contract just got abit confused, hopefully they can sort it out and if not hopefully i can get my student discount off the tarrif plus addon .

I'll let yous know what happens