Orange Retention Offers

lufcgirl

Hi Steve

I work in Orange Upgrades. The problem with the Satio is because it's so new it has a huge value on it for an upgrade. (Last time I checked online it was £127 on a new contract) So we have a problem whereby customers want a discount as well as the phone and it's just not possible, even we have limits!

It might be worth giving them a call again, and see if theres anything else they can do. If you get the same response, you know the advisor has used the maximum they can to try and retain you and theres nothing more. Most Satio's I've sold have been for much more, so £20 is quite a good deal in my opinion anyway.

BlueFox

That was the same sort of reaction I got from Orange when I first rang them as I was approaching the end of my contract. They bascially offered me the same deals as they have online and when I asked if they could do any better he said no that was the best they could do.

I left it for a couple of days and rang them back again, I went through to the "thinking of leaving Orange" section and the lady I spoke to couldn't do enough, she said she would find the best deal they could to retain my custom. Even though I was only paying £15 a month she said I had built up enough loyalty to get a good deal. She offered me a much better deal than the first person I spoke to and it was much better than any deals online with Orange or anyone else.

It's definitely worth trying them again, but go with the intention of getting your PAC code and ask them for the very best deal they can do.

In my experience Orange usually try to keep their customers and most people I know who are with Orange do get a good deal, but rarely on their first call.

Good luck!

Steve1982

lufcgirl wrote: »

Hi Steve

I work in Orange Upgrades. The problem with the Satio is because it's so new it has a huge value on it for an upgrade. (Last time I checked online it was £127 on a new contract) So we have a problem whereby customers want a discount as well as the phone and it's just not possible, even we have limits!

It might be worth giving them a call again, and see if theres anything else they can do. If you get the same response, you know the advisor has used the maximum they can to try and retain you and theres nothing more. Most Satio's I've sold have been for much more, so £20 is quite a good deal in my opinion anyway.

To be fair I am not too precious about the Satio, it was just the phone I suggested and was a little surprised that the person I spoke to didnt offer me any alternatives. Is there any phone that you would recommend me looking at which might mean I am more flexible with my tariff options?

lufcgirl

Satio is (I think) the highest priced handset we have at the moment. I'd probably be going for Nokia 5800, 6700, Samsung Tocco Ultra and Jet are good phones (but highly priced), Sony W995....those are just off the top of my head. HTC Touch is good, maybe a Hero. Speak to the department who deal with disconnections and ask them!.

It's always a good idea to go in with an idea of what you want. Personally I'd have asked you if you were prepared to get a different phone in order to try and get a discount (remember taking money off your line rental eats into your loyalty) so give it a go and see what they come back with. They can only say no!

robertrosenberg

Ok - the $64 million dollar question - has anyone bagged an iphone with Orange Retentions? So far they've just told me that even retentions cannot do anything with such a premium product.
What do we think? Worth waiting until Christmas? Has anyone got any movement?

lufcgirl

robertrosenberg wrote: »

Ok - the $64 million dollar question - has anyone bagged an iphone with Orange Retentions? So far they've just told me that even retentions cannot do anything with such a premium product.
What do we think? Worth waiting until Christmas? Has anyone got any movement?

There are no discounts at all on the iPhone with Retentions, you can threaten to leave, get a PAC code but they can't (and are not) allowed to budge on iPhone prices in the slightest.

Steve1982

lufcgirl wrote: »

Satio is (I think) the highest priced handset we have at the moment. I'd probably be going for Nokia 5800, 6700, Samsung Tocco Ultra and Jet are good phones (but highly priced), Sony W995....those are just off the top of my head. HTC Touch is good, maybe a Hero. Speak to the department who deal with disconnections and ask them!.

It's always a good idea to go in with an idea of what you want. Personally I'd have asked you if you were prepared to get a different phone in order to try and get a discount (remember taking money off your line rental eats into your loyalty) so give it a go and see what they come back with. They can only say no!

Thanks for the tips, I think I will look at either the Samsung Jet or HTC phones as browsing around on the net their seems to be some good deals offered with these phones and both are in line with what I would like.

Can I ask what you mean though by "taking money off your line rental eats into your loyalty"?

robertrosenberg

Lufcgirl - I've always got a deal through retentions - is this the first time Orange are saying no to everyone?

lufcgirl

Each customer gets an allowance for their upgrade based on what they have spent, therefore accruing 'loyalty' with Orange. So when it comes to an upgrade if you want more money off your line rental, we have to discount the plan with the loyalty you have...and then whats left over is used for the phone. Everything costs money, so when they say 'Oh the plan is normally £35 but we'll make it £25', means they're using £180 of whats available to you for an upgrade before even going into a phone too. Does that make sense?!

Also Roberto, there are deals on upgrades, just not on an iPhone. We're tied in by the tariffs we set originally. Anything else you should be able to get a discount on (depending on spend), just the iPhone we can't do anything with. Unfortunately it doesn't matter what you say to the advisor, they are tied. To be fair though, every customer I've spoke to has accepted this and moved onto one of the iPhone plans and paid whatever needs to be.

ZootHornRollo

i called orange today to discuss my partners phone.

She is curretnly on a £15 per month 30 day rolling contract and want to switch to a contract to get a new phone. I got my PAC a few days ago then called today.

I was offered 100 minutes & 100 texts for £15 per month on a 24 month contract with an HTC Tattoo (plus £15 for the handset).

Reading the last few pages of this thread that doesn't seem like a very good deal.

The minutes & texts are not a concern as she doesn't use that many. I asked for an 18 month contract and got a very prompt refusal - no way, can't be done.

The £15 a month is slightly better than on the website for new customers but still not a great deal.

Is it worth calling back to speak to someone else or time to go elsewhere?