Orange Retention Offers

Jon_01

KBarnett wrote: »

For Lufcgirl,

I am out of contract I think with Orange, currently on £15 a month loyalty offer for 400 mins and 500 texts a month.
Want an IPhone but not sure where I stand offer wise as I used to pay £30 a month until they gave me such a good deal.
What are my options?

Cheers
Kirstie

Look further up the thread. There are no offers for anyone on the iPhone. Its the same price for everyone.

OnTheUp_2-2

THINKING OF ACCEPTING A RETENTION OFFER? Read this first...


VENT VENT VENT

If people look back through my posts they will see I have praised Orange very much in the past. However todays episode highlights a complete lack of respect for long term customers.

About 4 months ago I tried to take a contract for my mother in time to receive the free home bb, however although the contract was taken out in time, before the offer ended the phone was not received until a couple of days after.

Suprise suprise Orange refused to honour the deal even though they had promised when i called them prior to the promtional end date. 1 hour before the end of the promotion ended they would not budge

In the end I was forced to take out the bb against my phone and put my address back as my parents as i did not want to let them down, Orange did, but I didnt. They assured me that once her phone was registered I could transfer it back into her name.

This I did and eventually it was moved into her name and details etc. A week or so later my mother called to say i had received a letter there, so i called Orange and got through to India. All the woman kept saying was "no problem no problem"

Several weeks after this my mothr called again, yet another letter to me at her address saying welcome to orange home phone etc.. no longer anything to do with me.. so call India again

This time I am told that its not a problem they will fix it and it was sent by default. I tell them it is a problem and to change it immediately. Done, or so I thought.

Last week Orange offered me a retention deal which I eventaully accepted and was told that on this monday i would receive a text to say my new Blackberry bold was on its way to me that day. On monday did not get a text.

Today i got a text saying my phone was being delivered so waited in ALL day. At about 2pm i got a phonecall from my mother to ask why she had just a package delivered to her in my name. Naturally she signed for it and took it in.

Well what a suprise. My new BB Bold.

I was so livid as its a 60 mile round trip to my parents home and I have been snowed in for a week. I ring Orange and get some jumped up little kid speaking to me like a moron. He hardly listened to a word I said and then said he would call back. 1 hour later he calls back while im at a beauty saln and proceeds to tll me that MY parents need to send it back at their own expense and they will NOT send me my phone until they receive it.

I told him he is in for a long wait and that he is not listening to me, they need to collect it. Its their mistake. He proceed to tell me "no you are not listening to me, that is what you will HAVE to do".

I said to him "Do not even dare to speak to me in that manner, I have been a customer for more than 5 years and I wont tolerate being spoken to like that" I asked to speak to a manager and he said one would call me back in 24 hours and I said I want to cancel the contract and he said " yeah well you can do that with the manager"

Another hour later and the manager calls and to cut a long story short these were her comments:

I am sorry you were spoken to like that, but what can i do
Your mum has 7 days to send phone back OR WHAT I said??? She said that i am still under the 7 day obligation etc.. how when it has not even been sent to me?????

She said they would put £7 credit on my account to send it back, that doesnt help my mother pay for it does it.. she is 30 miles away??? I am not going to drive there to give it to her otherwise might as well collect the phone!!!

I was basically told tough. And that I could complain but only in writing and its a 6 week turn around. What a joke.

drbesty

The delivery address should have been confirmed when you were ordering the phone, could you not just get your parents to send it to your house?

OnTheUp_2-2

I cannot recall the delivery address being confirmed, but if it was then if they had read out my parents addess I would have read them the riot act. Could always ask them to check back to the phoencall when i ordered they are all recorded arent they?

Unfortunately they cant so I have to go and collect it

NormaSnockers

I've just spoken to Retentions - great customer service, very helpful, would easily recommend based on my experience.

lufcgirl

Your post is very hard to understand.

Did you have two contracts in your name, one which was transferred to your Mum and the other which you had prior and thats what the retention offer was on?

If thats the case, have you ever checked your billing address on one (or both) of the numbers online or if you recieve paper billing?

The advisor was indeed negligent in not clarifying a postage address, which should be done when doing an upgrade. Short of us sending a courier to collect the package and re-delivering 30 miles down the road to you (of which we have no possible system in place to be able to do this), otherwise your stuck. Your Mum could post it to you, and I'm sure Orange would re-imburse the cost of this, using special delivery you'd have it next day and it would be quicker than a courier coming back out. It's not ideal, but whats done is done and the options are very limited at this stage.

OnTheUp_2-2

I am with Orange and have been for many years and I introduced my mum (sadly singing Oranges praises) I rang orange about their free bb offer as I was aware at the time that it was coming to an end. they told me to go ahead with the phone order which was done the day before the last day of the free b b offer and they assured me they would honour it for upto ten day. the next day I called to arrange bb but they changed their mind and said that although the contract had been ordered they could not set up bb until the phone was activated.... they went on to say that as the phone had not arrived yet by the time it did the offer would no longer be valid.. basically going back on their "honouring aggreement"

I was really disappointed and obviously embarrassed as I had promised my mum this package.

I complained to no avail so half an hour before the end of the bb offer someone (a nice orange person) suggested as I was with orange and not using the bb that I set it up in my name at my mums addess and then when her phone was activated transfering it over... which is what I did


Sorry it didnt read well, exhausted from a long day with two toddlers and a day of arguing with Orange.

So.... after all this transfer took place my address should have been changed back and I called several times to confirm this was done and I was assured it was. I did not realise I could check address online, this was never asked of me or suggested

OnTheUp_2-2

NormaSnockers wrote: »

I've just spoken to Retentions - great customer service, very helpful, would easily recommend based on my experience.

Under normal circumstances I would always recommend Orange, you only have to look at my past posts... however when you have a problem or wish to make a complaint its a very fast tidal change of nice, polite helpful staff to rude aggressive and non helpful staff.


To top that off I was promised M&S vouchers each time I got someone signed up to a new contract.. well signed up both sisters and my mother over last 18 months and never received anything.. its a shame really

lufcgirl

I completely understand your frustration with it all, I'd pretty much be the same too if it had happened to me!

Now it begs the question, what do you want Orange to do for you? The manager has apologised but thats no way of getting the phone to you. All Orange can do is refund the postage costs either to you, or to send it back to Orange to you. Other than that there isn't anything other than an apology they can offer. I'd make sure your address is changed over too for in future with them. I can't understand why it hasn't been done as it takes all of 20 seconds to sort!

OnTheUp_2-2

I understand entirely what your saying. Clearly it is now down to me to fix the problem as I will have to drive a 60 mile round trip to collect the phone. Its a good job on good terms with my parents !!!

Its not just about whats happened its about the way someone treats you and talks to you... rather tahn a "Were really sorry Mrs D***, lets try and find a way to sort this out" it was a case of accusations being thrown, threats that i only had 7 days to return it and a generally bad attitude by several staff.


To top it off I can only make a complaint in writing and not even email and its at least a 6 week turn around.

Its just not very nice, especially when two days previous I have been sitting on here telling everyone how wonderful Orange are, pretty sure they dont go round saying what a fabulous well paying customer I am