Orange - customers beware

TMConsumer

I have been an Orange customer for 10 years plus and have had an awful experience with Orange who have not honoured the verbal contract we made.

Following an initial call a couple of weeks earlier to discuss upgrade options, on 6 June 2012 I phoned Orange again and discussed options to get a FREE Samsumg Galaxy S3 and reduce my prior plan monthly contract cost below £34, whilst getting more data (at least 1GB ideally 2GB) and retaining minutes at at least 1200.

I had a comparison website uop during the call and went through various things with the Irish guy from the Orange upgrade team. He offered me a 24th month panther 41 contract at £31 per month after deducting my loyalty reward. I repeated this cost and details back to him and he reconfirmed. All good. I had to wait 2 weeks for the delivery.

Phone arrived 21 June but without adaptor, then a contract letter dated 14 June arrived on 23 June which showed cost of £41 and no £10 loyalty discount.

I then checked my account on line and the bill issued from 22 June was without any discount plus it also had a charge back of £5 previous loyalty discount frm 6 June to 21 June. So was nearly £18 mor than it should have been! Not Good.

On 26 June, I then spent near 3 hours on phone calls to Orange. Who all but acussed me of lying about the verbal offer and contract I had agretd to and said this was the deal I accepted. I was passed around, lefton hold, caled bak put on hold and had to insis to talk to a manager - got a supervisor.

In summary would not honour the contract - said they do not record all calls in their system - they would only offer me the next plan down at £36 a month with £5 loyalty discount but minutes at 1000, not 2000 and data at 1GB not 2GB.

So all Orange customers need to beware - recorr the calls you have when changng plans, dont trust Orange. Be prepared for Orange to insist you are wrong and they are right and not apologise for wasting 3 hours of your life.

I cannot find anyway to make them honour a verbal contract in these circumstances - any ideas.

I will use the remaining days in the cooling off 14 days to see if I can find a better deal elsewhere - so if you have found one with the phone free, 2000 minutes and 2GB or more data, at £31 a month or less, then please let me know.

Thanks

NFH

TMConsumer wrote: »

I cannot find anyway to make them honour a verbal contract in these circumstances - any ideas.

Rather than putting the onus on yourself to prove the contract is what you say you agreed, try putting the onus on Orange to prove that the contract was agreed. If it went to court, Orange would have to provide some kind of evidence, such as a recording. Put them to the test.

latecomer

email the head office?

teffers

I'd echo what NFH said but in all honesty it wouldn't end up in court but rather with debt collectors and a half ruined credit report.

Executive office is always worth a try [FONT=&quot][EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

I'd personally take this as the opportunity to get as far away from Orange as you could, like I did a couple of months ago after a very long 24 month contract.
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buscape

TMConsumer wrote: »

I will use the remaining days in the cooling off 14 days to see if I can find a better deal elsewhere - so if you have found one with the phone free, 2000 minutes and 2GB or more data, at £31 a month or less, then please let me know.

Thanks

You'll struggle to find one free for £31 a month, here's one with Three, but you have to pay £99 for the phone (£843 over 24 months) - http://www.buymobilephones.net/mobile-phones/Samsung/Samsung-Galaxy-S3/3/31-The-One-Plan-(24mths)/13732943?adnetwork=af&utm_source=afp&utm_medium=affiliate&utm_campaign=35637

Another one from Three, £34 a month, free phone (£816 over 24 months) - http://www.three.co.uk/Discover/New_Samsung_Galaxy

gas4you

Are you sure it is 14 days cooling off?

Every contract or upgrade I have had with Orange has always clearly stated 7 days!

chanz4

I thought upgrades were 7 also

gjchester

chanz4 wrote: »

I thought upgrades were 7 also

Technically theres no colling off period in law for upgrades, but Orange offer one as a goodwill gesture.

This may go as you wish but my feeling would be to return the phone and cancel the upgrade, you can always try and barter for a S3 again this time asking for it in writing.

To do anything else is most likely going to end up with you stuck with the phone and no wat to prove what was said either way.