Orange reps dont mention fair usage policy in sales.

colacubes

Should Orange be describing their internet as unlimited?

I know there is a data cap now, but why during sales calls with Orange do they give the impression you can download to your hearts content when they should be as a priority saying what the limit is?

I ask anyone to do a few spoof calls to orange, tell them you wish to use the internet heavily for mp3, you tube, games downloads and apps and want no risk of going over limits. See what you get told.

Since getting my phone I rang them up again to see if it was me not understanding the sale when so sure the rep as kept saying unlimited yes you can do that, no problems of going over, you will be fine.

Why would they do that when unlimited, is not unlimited as in without limit or are they just taking the pee.

Any thoughts as I have noticed other providers seem to be more ready to state their is a fair usage policy than this company.

Anyone else been sold a phone with them, told unlimited and then find it is not so?

Anyone else a heavy downloader getting bills from them which you thought you had protected yourself from?

Anyone else upset with orange customer services being told one thing by one rep and another by a different rep/

Post away:j

I know on certain packages orange offer more mobile internet, but why after their sales agents sell you a phone as unlimited after your great effort to lay it on thick that you will REALLY be using it heavily, do they still carry on letting you think you can as another provider now calls theres have all you can eat, when you in their case, cannot.

How would you feel?

Stupid, a mug or angry?

Would the orange rep on this site like to comment?

Guys_Dad

The problem lies with the regulator giving networks the green flag to call limited use "unlimited".

If they are allowed to do it, they will!

grumbler

colacubes wrote: »

I know on certain packages orange offer more mobile internet, but why after their sales agents sell you a phone as unlimited

What packages?

AFAIK there are no such packages ATM. The T&C mention neither 'unlimited internet' nor FUP - unlike the previous version.

EDIT: I misread the post as "certain packages orange offer unlimited mobile internet". I think if the T&C don't say anything about 'unlimited internet' and FUP, selling any package as 'unlimited' is a blatant misselling.

colacubes

Put it this way, should they aware their reps are to the extent I describe, laying on thick unlimited to I suspect get the sale, when it only takes a moment to describe or mention the fair usage policy, phone sales especially, wouldnt you think that orange would want their reps to sell in a certain set way?

As read out a card perhaps prior to customer agreeing to the sale to cover themselves.

Surely if you have proof they are doing it, then that can be used to show they are dishonest or not acting fairly as in best interest of the customer.

I have since learnt you can pay for extra data, so why when someone says they are a heavy heavy user are they not perhaps offered that option at point of sale?

I get the impression they do not want smart phone users to know the risk of going over or likelihood of an additional bill, do they think it will put people off their sale?

colacubes

When customer says they want no risk of going over any data limit wanting reassurance unlimited means unlimited, does that not count for nothing during a sales call?

Guys_Dad

caveat emptor.

When committing to 2 years and about £700, you need to check things out by reading what you are signing up for. Their t&c take 5 minutes to check out. And you have the problem of proving/disproving any telephone conversations.

colacubes

What if you have recorded some calls to show an experience is not a one off?

Would you not think they would be embaressed to be selling this way?

colacubes

Orange are not saying it did not happen, they in fact say you should not go on what told by an orange rep in store or over the phone.

I find this confusing as surely there may be some vulnerable customers not familiar with how it works, just willing to trust what told as has no reason to doubt other wise.

Guys_Dad

colacubes wrote: »

What if you have recorded some calls to show an experience is not a one off?

If these calls proved that the rep actually misled you ar claimed that "unlimited" was actually that, then you are on a winner. If, however, they just failed to say "unlimited" is not that, then I don't think you have much of a case.

Look, I think that using "unlimited" for something that is limited is a total misinterpretation of the English language. However, I am not the regulator and I think the regulator made a bad decision. But there is no compulsion for any network to spell out all the t&c in a sales call - they would take too long to complete. Ever taken out Insurance and listened to all the waffle that their sales people churn out?

It is reasonable with the internet to take it that buyers will have done some research of their own and noted restrictions.

grumbler

I am not an expert, but I think to say "unlimited" to the customers they must have this word explained in their T&C.

Pay monthly Animal Packages Terms and Conditions - March 2010

Unlimited mobile internet - subject to fair usage...
Fair usage policies - ...Unlimited mobile internet - 750MB per month

Pay monthly Animal Packages terms and conditions - effective from 14 April 2011 - say nothing about 'unlimited internet' and FUP - simply because there are no any packages with 'unlimited' internet. All packages have clear limits.

Using this word now is telling lies and blatant misselling. Some tariffs have 100Mb limit. Can they be sold like 'unlimited' too?

Jon_01

grumbler wrote: »

I am not an expert, but I think to say "unlimited" to the customers they must have this word explained in their T&C.

Pay monthly Animal Packages Terms and Conditions - March 2010
Pay monthly Animal Packages terms and conditions - effective from 14 April 2011 - say nothing about 'unlimited internet' and FUP - simply because there are no any packages with 'unlimited' internet. All packages have clear limits.

Using this word now is telling lies and blatant misselling. Some tariffs have 100Mb limit. Can they be sold like 'unlimited' too?

Do they not have the get out that the ASA has no issues with any of the networks using the word 'unlimited' when it isn't ? (not that I'm trying to defend them, I agree with you it's wrong).