Orange C/S gets even worse

baldelectrician

Looked at my bill this week online and found out a admin fee of £15.00 for a handset replacement

I called up billing and was put through to the most obtuse woman I have found at Orange.
I asked about the fee and that I was not pleased about the fee being applied.I was told that it is in the terms and conditions and is ALWAYS applied

I told the CSR the admin fee had not been applied on the previous 5 occasions, so it isn't always applied

Her response :
"I will put a note on your account now stating that admin fees must always be applied"

I asked her if she was actively seeking to lose customers

My problem is I don't mind paying a fee if I have express knowlege about the fee, had I known there was a fee I would not have changed the handset then as i can not affoard it this month
I would have sim swapped as I have 2 spare handsets from previous contracts.
I would have called back next month to arrange the changeover

Guys_Dad

Why was handset replaced?

Upgrade (I've never been charged)
Faulty handset (If so, then that's a liberty)

drbesty

It says on the Orange Care website that a £15 admin fee is charged

http://www2.orange.co.uk/servlet/Satellite?pagename=OUKPersonal&c=OUKService&cid=1096023565198

If you have'nt been charged the previous five times then you've saved £75

sparky93

all depends on the reason it was replaced, op doesnt say.

Guys_Dad

sparky93 wrote: »

all depends on the reason it was replaced, op doesnt say.

As the link from drbesty was for Orange Care claims and OP wrote "I told the CSR the admin fee had not been applied on the previous 5 occasions, so it isn't always applied", if that is the context (lost/stolen/broken) I would draw the conclusion that baldelectrician was one of the most unfortunate accident prone mobile users in the UK and think that he should be grateful that anyone was willing to insure him!

baldelectrician

Cheers

I use around 2000 mins a month, so the phone is used in a month the amount that most people use it in a year.

That's why the phones actually go wrong quicker

sparky93

as in faulty, or damaged?

simax

It is an admin fee for claiming on Care. It is £15 per claim. It is in the terms and conditions of Care. It is also printed on the back of the front page of your bill. It is also read to you in the script before taking Care out.

There are some instances where a claim does not attract a fee, however.

1) Within first 6 months of contract (12 months for Blackberrys) for faults
2) If you've had a previous replacement under Care within last 90 days and paid the fee previously
3) CSR may also waive the fee as a goodwill gesture (usually only once per contract length, however is discretionary)

You will have been made aware of the fee in the past. You've had 5 free claims, which is good, however the CSR is right and you'll need to pay a fee each time unless you satisfy conditions 1 or 2 above.