Need help with an argument with Orange!

Silk

bodo1 wrote: »

And is the fact that the 20% discount wasn't in the body of the contract itself irrelevant too? Does the additional print out form part of the contract?

Too complicated to fully go into but yes the summary is the basics of what has to be included ...there may be extra's and terms added at a later stage but the summary is for the basic outline of the agreed contract.
It makes no difference what notes are made on their copy for their own use, what matters is that they are not on your copy.

As it was an upgrade the contract was concluded when the service started straight away any changes made at a later date have to be agreed by both parties etc etc

oopsadaisydoddle

Silk wrote: »

I'd be inclined to disagree ...the OP has already been to the shop and the idiot of the salesperson refused to speak to HO ...why on earth the manager was not involved at this stage we can only imagine.

Further discussions like that are going to be a waste of time it might as well be nipped in the bud now and start the ball rolling.

At the end of the day it's Orange's problem as a company to sort it out as thats where the papers are going to end up when they get served

Goodness me, settle down. Court papers, really? A tad melodramatic.

They have a complaints procedure which can be followed, if it's not/refused, then the customer can speak to OFCOM or CISAS first who will refer them to the Executive Office who on seeing the agreement will more than likely add the discount. That's if it even gets that far.

I don't disagree that writing is a good idea, my suggestion of phoning back and raising an official complaint is because there is a complaints procedure they 'should' follow. If they do, chances are it will get sorted that way.

oopsadaisydoddle

bodo1 wrote: »

I asked to speak to the manager... the salesperson said he had discussed my case with him and that the manager was not prepared to speak to me and agreed with everything I had been told. Outrageous!!

I quite agree this is outrageous because they have an escalation procedure to follow too.

If you feel that you don't want to go down the route of speaking to the call centre then I would get in touch directly with the complaints dept.

Silk

bodo1 wrote: »

I asked to speak to the manager... the salesperson said he had discussed my case with him and that the manager was not prepared to speak to me and agreed with everything I had been told. Outrageous!!

Quite agree

It highlights the sort of company you are dealing with .....I'm sure he will have his situation explained to him by the legal department.

Silk

oopsadaisydoddle wrote: »

Goodness me, settle down. Court papers, really? A tad melodramatic.

They have a complaints procedure which can be followed,

Why waste time ???

The OP's already put a lot of effort in and got nowhere with it.

At the moment the Op is entitled to the 20% discount and the contract that was promised.

The call was put into Orange and passed back to the shop and the shop refused to deal with it and the manager refused to speak to the customer.

You may call it melodramatic but sometimes it's the only way to get things done without going all round the houses.

A recorded letter asking for it to be sorted followed by a LBA if it isn't is the way to go IMO

oopsadaisydoddle

And once the discount is added, it will be backdated too.

oopsadaisydoddle

Silk wrote: »

Why waste time ???

The OP's already put a lot of effort in and got nowhere with it.

At the moment the Op is entitled to the 20% discount and the contract that was promised.

The call was put into Orange and passed back to the shop and the shop refused to deal with it and the manager refused to speak to the customer.

You may call it melodramatic but sometimes it's the only way to get things done without going all round the houses.

A recorded letter asking for it to be sorted followed by a LBA if it isn't is the way to go IMO

Maybe a recorded letter is a good way to go, as I agreed. As i said, it wouldn't even get as far as an LBA.

And I do believe it should have been sorted as soon as it was noticed by op.

Silk

oopsadaisydoddle wrote: »

Maybe a recorded letter is a good way to go, as I agreed. As i said, it wouldn't even get as far as an LBA.

And I do believe it should have been sorted as soon as it was noticed by op.

Yes it should have been sorted by the staff on both the phone and at the shop ... perhaps now as you can see all staff at your company don't seem to share the same enthusiasm

In order to send the LBA the OP first has to show that it has tried to be resolved first.
Phone calls and he said she said conversations don't count so letter first and LBA if not sorted with the first

bodo1

The 'best' line from the saleperson this week was when he told me that to resolve this, I needed to speak to the original salesperson and when I asked when she would be working, he told me that this was '"confidential information"!!! He couldn't understand why I lost it at this point because in his opinion, "he was trying to help!". I have never seen a salesperson try LESS!!!!

Silk

bodo1 wrote: »

The 'best' line from the saleperson this week was when he told me that to resolve this, I needed to speak to the original salesperson and when I asked when she would be working, he told me that this was '"confidential information"!!! He couldn't understand why I lost it at this point because in his opinion, "he was trying to help!". I have never seen a salesperson try LESS!!!!

:rotfl::rotfl::rotfl:
I'm surprised he didn't try using the Data Protection line