Orange Retention Offers

SpiritDawnWolf

What you have to realise is that when you call to the Retentions team, they can only offer you so much on your account to re-sign you as it is worked on a 'points' system.
If you are on a very low tariff, and have been for 18 months or so, you will not have accumalated as many points as someone on a higher tariff.
What people do not realise is that when you take a deal from Retentions for a reduced cost tariff, you are possibly forfeting the chance to get a better phone at the time of the next resign.
This is because the system works out your average monthly cost from the past 12 months and then puts a 'banding' to it. The higher the band (1 = very low - 5 = big spender) the more chance of discounted handsets and more points to negotiate with.
However, if you are on a low tariff, but spend way over your monthly line rental, this knocks you up to a higher band because of the spendature (approx £90+ per month to be a Band 5).

We get lots of people who want to cancel because they've seen a better deal as a new customer, but as already pointed out in other posts, this works out more expensive in the long run.
Also bear in mind that if you cancel then go to get a new contract, this will be an extra credit check, so if your credit report is okay, then go for it, if it's not, possibly best to stay where you are.

Few pointers for when you call through:
Don't go straight for a escalation. Instead, have a chatty banter with the CSR - it helps a lot to be friendly!

Be patient with the CSR you are speaking to. They are less likely to go out of their way to help if they are feeling flustered and under pressure.

The CSR can only do so much, so when it comes to the limit, constantly asking will NOT overide the system (no matter how much we want it to!) and we get just as frustrated with the systems as the customer does when we cannot help further.

If it's in the peak time (9 - 6.30pm), you may have less chance of getting a supervisor even if you are shouting for one. Reason for this is that a large team has one supervisor who also has to do call monitoring, 1-2-1 meetings, etc and are generally in other meetings during the day. The best time to escalate is in the evening, but not too late in the evening as there may only be one supervisor for several teams.


Also, your PAC code lasts only 30 days. In that time you MUST port your number over because if you don't, your number will just continue with Orange. This is to save you getting cut off if you haven't used it.
When the number ports, the other network sends details to the Orange system to automatically cancel it.
Bear in mind, the porting is done within two working days (OFCOM regulations), this doesn't include weekend and Bank Hols, so if you are doing it over an Easter weekend or anything, it seems to take a lot longer!

If you want to take your number to Pay As You Go. You need to tell Retentions at that time, and they send out a PAYG sim card within 28 days (this covers your 30 day cancellation notice anyway) which you must register before your personal account will terminate.

Hope the above helps.

SDW

Crazy_Jamie

Don't go straight for a escalation. Instead, have a chatty banter with the CSR - it helps a lot to be friendly!

Be patient with the CSR you are speaking to. They are less likely to go out of their way to help if they are feeling flustered and under pressure.

The CSR can only do so much, so when it comes to the limit, constantly asking will NOT overide the system (no matter how much we want it to!) and we get just as frustrated with the systems as the customer does when we cannot help further.

These are excellent pointers. It should be noted that, to an extent, how well you do with the first two of these tips will affect at what point you reach the third.

flipdee

The_Grateful_Ghoul wrote: »

A Nokia 5800 for £18 but again for 2 years which is a long time especially as Orange only have 6 months warranty on their phones. We were also offered several sony erickson phones but they didnt appeal as looked very cheap and errm manly lol

Can I just say, surely the Manufacturers Warranty overrides this supposid 6 month one?
Most of them cover you for 2 years now.

flipdee

flipdee

Was I speaking to you yesterday Jamie?
Didn't catch the CSR guys name but he was dead helpful. Sounded young, talked about going to Belfast and drinking whiskey?

flipdee

Crazy_Jamie

flipdee wrote: »

Was I speaking to you yesterday Jamie?
Didn't catch the CSR guys name but he was dead helpful. Sounded young, talked about going to Belfast and drinking whiskey?

I doubt it considering I do not and have never worked in the field of telecommunications. It's just something that I happened to know a bit about. The legal advice I give to people in the Insurance forum is a more accurate indication of what I do for a living. Suffice to say that if you were speaking to me I think you dialled the wrong number

flipdee

Hahaha!My apologies, sorry but you do seem to be seriously knowledgable on this subject and I have unfortunately missed your input in the insurance forum, I shall make a point of checking it out!
If there were more people like you (i know this place is full of them of course) we might just put the big corporations out of business or even better squeeze even more really good deals out of them.
Had a car sales man try to bull**** me today, I think he realised he got more than he bargained for!

Best regards and thanks for your continued help, I know it gave me the confidence to push for my deal!

flipdee

SpiritDawnWolf

flipdee wrote: »

Can I just say, surely the Manufacturers Warranty overrides this supposid 6 month one?
Most of them cover you for 2 years now.

flipdee

The manufactures warranty covers the handset for first 12 months, and the battery for 6 months, which is fine except it will only cover faulty and even then, after the six months you may have to send the handset directly to the manufacturer at your own cost to get it replaced.
The Orange Care (Insurance) covers all the rest - Lost, Stolen, Damaged. These aren't covered with a manufacturer so it's ALWAYS advisable to get insurance, wether with your mobile provider, or sometimes comes free with certain bank accounts.
Though not sure what their t'c & c's are.

SDW

wells1980

Hello all new to the forum ,
My contract is up June 2nd found out from my local orange shop im a level 3 customer , will this give me much leverage in getting a decent phone/deal upgrade
Cheers

Crazy_Jamie

wells1980 wrote: »

Hello all new to the forum ,
My contract is up June 2nd found out from my local orange shop im a level 3 customer , will this give me much leverage in getting a decent phone/deal upgrade
Cheers

It'll give you a decent amount, yes. In terms of what deal exactly, it depends on what you want and what they can do to accommodate that. What tariff are you on now, how much do you want to pay, what phone do you want, and how many minutes/texts do you use?

wells1980

Currently on dolphin35 for £29 a month , ideallly would like to be down at £20 , minutes arnt really an issue for me but would like a data package in the price though . Handset wise would love the new samsung but dont think that would be realistic so would settle for a free LG arena as was quoted £130 in the highstreet store . Thanks for any advice