problem with orange upgrade

sazdes

As a long time lurker I think this is the best place to ask as am banging my head on a wall with orange.

I upgraded my phone on the 16th originally for 400mins, 1300 texts, unlimited landlines and internet, but just as it was about to complete the agent said the screen said due to loyalty it would now be 600mins and unlimited texts with the rest the.same.

called Thursday to confirm I heard the deal all correct as was on hands free when took it out and without saying anything was told same 600 mins etc was the case

Told would start on the Friday, called up as it hadn't activated and called a liar and all sorts by the agent. Many calls continued with no help from agents plus refused to be allowed to talk to manager, told would be rung back twice but never was. Eventually told manager wasn't going to call but could have what I was offered.

Only got given the mins so rang again eventually got through to manager and was told I would never get it despite giving her the names of who told me I could and details of the call times.

What can I do now as they're said they have the calls recorded but they refuse to listen to them and won't honour what I've been told I'd get by 3 people on 3 occasions and their agents are anything but helpful?

Thanks!

luci

You can demand to get a transcript of the calls under a Subject Access Request on payment of a fee. I think it's around £10, but someone may be able to confirm.

sazdes

are they oblidged to do follow what they agreed to if the call records can be found and show I'm telling the truth?

Only I keep getting contradictory info from them:
- first the transcripts exist and will be checked in a week and a manager will call you (manager never did)
- next that only 1 in 3 calls are recorded and its unlikely that yours have been (despite 3 calls on different days where the agent agreed it was the case)
- and now the latest manager said even if they found evidence that it was agreed they still won't honour it as "orange don't offer that sort of deal"

Am getting rather fed up with their incompetence and rudeness

Guys_Dad

Look - it's very simple. The only contract you have with them is the verbal one you agreed to. You have a dispute. Tell them that you only are prepared to go with the verbal contract they agreed with you and if they won't check it, then you deny making an upgrade and you wish to send the phone back and cancel the disputed upgrade.

Also, you want to start the dispute procedure ( find how in their t&c).

The point is, the verbal agreement is the only proof that they have of the terms and, in any court, they would need to disprove your inderstanding of what you agreed.

sazdes

They've refused to check the call records (after 50 odd attempts to speak to a manager who promised they would look then never did), they've just said if I'm not happy with the deal they've now decided I'm on (minus the unlimited texts) then I can send the phone back and contract will be cancelled in 28days - however I don't want to cancel as its still a good deal, I just want what they agreed to 3 times!!

Have written to their head of customer complaints dept to dispute what they're saying and still no reply, how can they disprove my understanding if they're now magically saying that they no longer have the call on record and I'm lying?

Thanks very much!

arielcohen

Always try and record calls when you are talking to orange as it can come in handy, I know it did for me when i got promised the Desire HD and got sent the Desire in the post. I informed orange that i have the calls recorded and could send them if needed but they just took my word for it. I wouldn't recommend trying to bluff them. Be polite and try again with a manager tell them you've put in a letter to the complaints department but you would rather have this issue resolved faster. Your only asking for what was promised to you and confirmed by two separate people, their must be some record of it somewhere for the two other advisor to have confirmed it.

Usually with orange...if you don't succeed try and try again :S also you can try contacting them via facebook or twitter...good luck