Orange cashback

steveb147

Hi, I renewed my contract with Orange in June and got a free upgrade with the promise of £50 cashback for my old handset. I did this within a week or 2 and was told I would get the cashback on a later statement. Three months on and after a visit to the branch and a phone call to Orange, still no cashback. When I phoned Orange they said it can take a few months to credit the account (why so long?) and that sometimes they get "held up" in the branch. Chased it with the branch but the computers weren't working but they'd "look into it". Nothing yet.

Has anyone else had this cashback and did they have to work at getting it?

sarah1972

No

I did the free credit of £100 on your account when upgrading and they allow 7 days for you to decide if you like the phone and then the £100 is credited so why your £50 has taken months is a mystery. There is no reason for them to take that long!

How about going into the shop and kicking up until you get an answer or tell the over the phone you will cancel your direct debit and deduct £50 when you pay your next bill!

reehsetin

steveb147 wrote: »

Hi, I renewed my contract with Orange in June and got a free upgrade with the promise of £50 cashback for my old handset. I did this within a week or 2 and was told I would get the cashback on a later statement. Three months on and after a visit to the branch and a phone call to Orange, still no cashback. When I phoned Orange they said it can take a few months to credit the account (why so long?) and that sometimes they get "held up" in the branch. Chased it with the branch but the computers weren't working but they'd "look into it". Nothing yet.

Has anyone else had this cashback and did they have to work at getting it?

what your talking about is the buyback
basically when you hand it in the store should have given you a receipt and sent an email off to the credits dept asking for the credit to be applied, this dept and useless sometimes, theyll say the credits have been applied but they havent, dont know why it takes so long for the credit to appear all that ^ takes 24hrs max
CS cant really help because its all to do with that dep, have to go through the store and the store can only contact that dept by email which is extremely annoying, go back to the store get them to send off a buyback query checking all the details theyre sending off are right (credit will get rejected for the sillyest reasons)

some people it goes on straight away some people it just wont go on just dont know why keep chasing it up

reehsetin

sarah1972 wrote: »

How about going into the shop and kicking up until you get an answer

the store are restricted as much as the customer, we'd like to just grab £50 out of the till and give it to you but we cant
orange only let us talk to the dept by email and if they say its been applied there is no way to check whether it actually has we have to take their word for it
rather than kicking up at the staff contact head office to complain about why the process is so slow and not very reliable and hopefully theyll change the process

sarah1972

reehsetin wrote: »

the store are restricted as much as the customer, we'd like to just grab £50 out of the till and give it to you but we cant
orange only let us talk to the dept by email and if they say its been applied there is no way to check whether it actually has we have to take their word for it
rather than kicking up at the staff contact head office to complain about why the process is so slow and not very reliable and hopefully theyll change the process

Yes you are quite right, its not the store staff fault and so many times they have there hands tied.

Head office is a great idea.

Sorry didn't mean for the shop staff to get an earful because that probably happens everyday and must be very frustrating if your hands are tied