Orange Retention Offers

CarUser_2

orange are great when it comes to saving customers. but dont renew your contract untill your last couple of days. Orange used to ring me a month in advance for me to renew but i always said no (even tho i knew i was going to stay) Waited until the day before cut offf time, and i rang them insted. I told them im going 02 and im taking my number with me. The girl on the phone goes to me what they offering? I told them a tarrif i had seen befor during the day. She goes we can beat 02 offer and do it for cheaper. Ended up with Free N95 (at the time was £50) Racoon 35 which has 800 mins 100 text for £18 a month. Also got unlimited landline and free evening/weekend wap. Trust me, leave it till the last minute and you will get the best posible deal.

philandstuff

My retention deal (mentioned in the "take care when switching handsets - a cautionary tale" thread) was:

£10/month
250 xnet mins
300 texts
Nokia 6301
12 month contract.

I'm happy with that

RossGoodman

I have six months to go in an 18 month contract but I "NEED" a new handset.
They offered me the handset for £150.
They offered to terminate my contract so I could go to another provider for £129.
They would not even drop the handset to £129 !!!!!
http://www.RossGoodman.com

RacyRed

Well talk about being given the run around!

After 3 calls to 150, choosing the disconnections option each time, I got nowhere at all, so requested my PAC.

PAC letter arrived with what I imagine was a standard invitation to reconsider and call for the offeres, I think it was 353 - the upgrades number?

The upgrades guy was really nice and helped me adjust my package to get the unlimited internet time I wanted and continue with free broadband (the new package is costing me a little more after the bolt ons). He had to transfer the call to disconnections to get things processed.

Wow did things change then, I got the half decent, but not brilliant, Racoon deal the first guy suggested, but the disconnections people were obviously swamped and couldn't get me off the phone fast enough, it was one hell of a struggle to get any information out of them - or to get the person taking my call to speak clearly enough for me to hear what she was actually saying.

It seems that now is NOT a good time to try to get a decent retention deal out of Orange if you are a low(ish) ussage/free broadband customer. It figures, it's just over 18 months since broadband was offered free.

The deal was
225 mins
120 texts
free landline calls 7pm to 7am weekdays and all weekends
unlimited mobile internet
Free broadband
I traded the £10 per month reduction for a new 3G phone.
cost £33 pm.

Hardly deal of the century

Bettingmad

RacyRed wrote: »

Well talk about being given the run around!

After 3 calls to 150, choosing the disconnections option each time, I got nowhere at all, so requested my PAC.

PAC letter arrived with what I imagine was a standard invitation to reconsider and call for the offeres, I think it was 353 - the upgrades number?

The upgrades guy was really nice and helped me adjust my package to get the unlimited internet time I wanted and continue with free broadband (the new package is costing me a little more after the bolt ons). He had to transfer the call to disconnections to get things processed.

Wow did things change then, I got the half decent, but not brilliant, Racoon deal the first guy suggested, but the disconnections people were obviously swamped and couldn't get me off the phone fast enough, it was one hell of a struggle to get any information out of them - or to get the person taking my call to speak clearly enough for me to hear what she was actually saying.

It seems that now is NOT a good time to try to get a decent retention deal out of Orange if you are a low(ish) ussage/free broadband customer. It figures, it's just over 18 months since broadband was offered free.

The deal was
225 mins
120 texts
free landline calls 7pm to 7am weekdays and all weekends
unlimited mobile internet
Free broadband
I traded the £10 per month reduction for a new 3G phone.
cost £33 pm.

Hardly deal of the century

I was on a £35 package with free bb, just recently upgraded but didnt want to push as the bb is a great incentive for me to stay. The offer I took which was straight off the website was 900 xnet mins, unlimited landline (anytime) 100txts, plus I retained an extra 350 xnet mins from my previous package for £25 (£10 reduction), there were a number of mobiles applicable with the £10 reduction and I took the Samsung g600. All in all not a bad deal and I retained my free bb.

RacyRed

Bettingmad wrote: »

I was on a £35 package with free bb, just recently upgraded but didnt want to push as the bb is a great incentive for me to stay. The offer I took which was straight off the website was 900 xnet mins, unlimited landline (anytime) 100txts, plus I retained an extra 350 xnet mins from my previous package for £25 (£10 reduction), there were a number of mobiles applicable with the £10 reduction and I took the Samsung g600. All in all not a bad deal and I retained my free bb.

Maybe they just don't like me

Wish I hadn't needed a phone upgrade, but I really, really need a decent 3G and they wouldn't offer anything other than a bog standard basic with the £10 deal.

I'm having serious think about it... the phone I want has a waiting list, so for the moment, nothing is happening.

grandisg

Calling the ORANGE RETENTION DEPARTMENT

Having just read all the various discussions regarding the infamous Orange Retention Depatment, I thought I would share my recent experience with you all. It may help some of you get better deals!

Apologies to all who are familiar with how to reach the Retention dept, as I will explain here for people who have never called them before.

Out of contract with Orange, having been on a pay-monthly contract, it was time to see what the 'Retentions' dept could offer.

To reach them, you can either select the 'Thinking of leaving Orange' option after dialling 150, or just go through to customer service, give them your details, and then mention you are thinking of getting an i-Phone with O2.

I mentioned that because Orange have no come-back on it, what with the i-phone being exclusice to O2.

You may get offered a few deals there and then, by that first customer service agent, and no matter how good they sound, insist that they are not good enough to tempt you to stay with Orange.

They should then ask you to hold, and put you through to the retention dept.

After a small wait, you are finally speaking to a person who can make the really good offers to you!

I told him that I wanted between 800 and 1000 minutes, no less than 300 texts, and an unlimited feature, either Orange to Orange or unlimited texts.

He then proceeded to tell me the available plans and prices, the highlight of which was 900 any network mins, 300 texts and unlimited orange to orange for £30 a month, plus any handest I wanted.

Not bad.

I asked him if he could make a record of this offer on my profile. He did that, I thanked him, told him I would think about it.

I called Orange again later that day, and got through to the retentions. A new agent then offered me the same deal for £25...mmm getting better. I tried the next day, twice, and was finally offered the same deal for £20, by two different reps, having told them I needed better value.

I then asked about the 850min ,300 text package. I thought that if they are offering 900 mins for £20, then 850 (which is a Canary tariff) will have to be cheaper..IT WAS, and at £15 was even better value, loosing only 50 mins for £5 a month less.

Each time, I asked for the offer to be put onto my record.

This helps a lot as if you get a rep who starts offering you worse deals, you just ask him/her to look at your screen and see the notes on the deals you have been offered.

I still havent made my decision, but I have come to the conclusion that it really is pot-luck who you end up speaking too that day, and whether or not their manager is willing to let some amazing deals go through just to secure another 18month contract.

To Sum Up

They told me that they really only look at the last 6 months of your bills when working out your loyalty.

Being out of contract, or very nearly out, does help in securing a better deal.

Dont accept the first amazing offer that the retention dept. offer. They CAN go lower, and you have nothing to loose by asking.

It does help if you can tell them a current Orange tariff that you are interested in. If you just pick some figures out of thin-air, or make up a tariff that you claim to have seen, they are not so quick to 'match' it or make you a real amazing offer. BUT, if you say that you have been looking at the Panther £45 deal for example, and wondered what discount they could offer, then you will be in business.

When you reach the point when they will not go any lower, ask them to note it on the system. It will be there the next time you call!
:beer:
Good luck.

FF99

I am heartily fed up with Orange having been on a really lousy CNM cashback deal. No cashback and now on a £35 pm contract that charges 35p for excess minutes. Truly an outrage.

I have 4 months still to go on the contract and have taken the 3 offer from last weekend, which I can still cancel if I want to.

If I call up to ask for my PAC and tell them I am willing to forfeit my last 4 months line rental, I assume they will have to give me the PAC. Any prospect they will actually offer me a really good deal for a new contract starting right away ? I am not really a heavy user but do sometimes run up excess minutes.

grandisg

Yes. If you explain that you would like to start a NEW 18month contract with then now, they may well offer you a much better deal.

Normally they would let you upgrade handset and package at about 15 months of an 18 month deal...so you may be in luck.

Push them and say that if they can beat the 3 deal then you will stay with them.

FF99

grandisg wrote: »

Yes. If you explain that you would like to start a NEW 18month contract with then now, they may well offer you a much better deal.

Normally they would let you upgrade handset and phone at about 15 months of an 18 month deal...so you may be in luck.

Push them and say that if they can beat the 3 deal then you will stay with them.

This was actually a 12 month contract, so not sure if they will be interested in a renegotiation after 8 noths but seems to be no harm trying ! Any ideas about that ?