Miss sold mobile phone contract - where do I stand.

MartyMcfly_3

This has been in progress for many months now and I seem to be not getting any place. I will not give any names of the company as I'm still trying to solve this and I dont want a flame thread about the company etc

It all started when I wanted a new contract, I wanted a (then) new htc sensation and so while searching the latest deals in the high street, I visited the orange store who told me they currently didnt have the phone but should been soon and that because I was part of nhs i would get a discount

I eventually came across a (big named) company that had the phone on orange who had a fair deal for £35 , I was going to purchase this deal but then I was told by the advisor that because I was on NHS i would get the discount so if I took the £40 deal I would pay £30 a month on a 24 month contract.

I decided to go ahead with this, a month later I was charged £40 , I have went to the store and the manager was quite rude .. over the the next weeks - stating he would fix this, to then saying no one said the offer would be available , to saying the offer was available , to saying never said it was available and told me if I had a problem with his answer to contact head office

I contacted head office who actually told me the offer was fine , then the offer wasnt .. when I put a complaint in I was told the manager has stated no offer was said and apparently head office cant go above the manager???

I have now requested all info and call records (which will prove at least on calls that I have been told it was available some of the times) and payed the £10 for this to be posted (Still waiting)


It feels like its all on me to prove what was said and im so annoyed as I'm stuck in a contract which is going to end up costing me £240 extra , I spoke to orange who have told me that this company often says the offer is available but its only available if you purchase directly from orange.


does anyone have any advice?

keystone

So from your own post:

The £ 35 deal was only available via orange

The (big named) company said the deal through them was £ 40

However, you would get a £ 10 amonth reduction

because I was on NHS i would get the discount

So the (big named) companies deal was always £ 40 on that phone for the general public.

Your beef is concerning the £ 10 discount for "being on the NHS" which is a separate deal and nothing whatsoever to do with the Orange deal.

Unless I've misread your post I think you seem to be chasing down the wrong deal.

Perhaps you might clarify?

Cheers

Guys_Dad

Have you got a copy of what you signed? If not, why not?

If you have, what does it say?

MartyMcfly_3

Basically I was told I was entitled to the discount of 25% that orange offer nhs staff because it would be an orange sim etc and the company would fax my info off to orange when registering my details on the network but he would sort it , when this didnt happen the manager told me originally that the advisor was wrong as the discount she was talking about that got faxed was employee discount , then few days later he rang and said It was available and told me i needed to contact orange to sort it , then orange said no , and then he said no one ever said I could have it..

I only got the £40 contract because i would get 10 discount (i dont know the price from the orange store as never had the sensation) , i was actually happy with the £35 price until it was 'upsold' to me for the £40 with the discount

I have been told from manager and by various staff (both on phone and in store) at various times that it is available and seems to be quite alot of confusion

gjchester

MartyMcfly wrote: »

Basically I was told I was entitled to the discount of 25% that orange offer nhs staff because it would be an orange sim etc and the company would fax my info off to orange when registering my details on the network but he would sort it , when this didnt happen the manager told me originally that the advisor was wrong as the discount she was talking about that got faxed was employee discount , then few days later he rang and said It was available and told me i needed to contact orange to sort it , then orange said no , and then he said no one ever said I could have it..

I only got the £40 contract because i would get 10 discount (i dont know the price from the orange store as never had the sensation) , i was actually happy with the £35 price until it was 'upsold' to me for the £40 with the discount

I have been told from manager and by various staff (both on phone and in store) at various times that it is available and seems to be quite alot of confusion

You need to deal with the store to get it resolved, Orange HQ probalby cant do it as they contract is via a third party, That saids as the offer is direct with orange, as you went elsewhere it may not be valid.

Good Luck

MartyMcfly_3

gjchester wrote: »

You need to deal with the store to get it resolved, Orange HQ probalby cant do it as they contract is via a third party, That saids as the offer is direct with orange, as you went elsewhere it may not be valid.

Good Luck

My issue isnt with Orange , I understand Orange view on this (quite simply the deal is only available if took directly with them)

My issue is with the company i bought the phone from who told me I would get the discount , I would not have took the package I have if I was not told that.

thegoodman

As long as you can prove your case you will win, you need
Document signed to say that's what you were offered.

You need to show that otherwise not much you can do

Eoiny555

AS far as I am aware the NHS discount is only available when the contract is taken through a orange store.

Orange will not apply this discount if it was taken through a 3rd party retailer.

It is a difficult one as i am assuming the contract that you signed states £40 per month with no mention of a NHS discount?

Its a case of your word against the sales advisors unless the requested phone conversations prove that you were misadvised

If the phone conversations prove you are correct then the retailer in question should either cancel/disconnect the contract or else pay the difference (25% of £40 times length of contract)

Failing that you could go down the route of threatening court/MCOL as most big companies would rather reach a solution outside court where possible