Orange Retention Offers

ladyyhoneybee

Hello...

The worst thing you can do as a customer is keep phoning into retentions. The more you phone the more it costs Orange for a csr to handle that call and they reduce whats avail to you.

Offers change daily depending whats going on with other networks.

hjb123

managed to get an offer of free Desire HD, £15 per month, unlimited data, unlimited texts and not too sure on the mins but think it was 100. Very happy with that deal - or does anyone reckon it could be better? I just have to wait for it to come back in stock now:D

mstar

ladyyhoneybee wrote: »

Hello...

The worst thing you can do as a customer is keep phoning into retentions. The more you phone the more it costs Orange for a csr to handle that call and they reduce whats avail to you.

Offers change daily depending whats going on with other networks.

how does that work?? do they log each time u ring? i find that a bit unbelievable to be honest

ADM

How do you get put through to retentions? I asked for my Pac a few days ago and they offered me 200 xnet 1300 txt, unlimited landlines, unlimited data & Samsung Galaxy @ £109 for £15 per month & on 24 month. I said I was after the Galaxy for free but they said no can do.

hjb123

ADM wrote: »

How do you get put through to retentions? I asked for my Pac a few days ago and they offered me 200 xnet 1300 txt, unlimited landlines, unlimited data & Samsung Galaxy @ £109 for £15 per month & on 24 month. I said I was after the Galaxy for free but they said no can do.

think i got through by going to upgrades then it was an option there i think but not 100% sure

ladyyhoneybee

mstar wrote: »

how does that work?? do they log each time u ring? i find that a bit unbelievable to be honest

YES they do log your call...I didnt think that would be rocket science. lol

What happens is when your call goes through your details are there for them to see, they verify you then transfer your num to a diff system.

This system is what retentions have to check what each cust has avail to them.

Each time a cust calls your num is entered and logged.

Orange get a high number of customers calling who are time wasters, repeat calls etc etc. This costs Orange money so they now take it away from the customer. Sometimes its not a big difference and other things are taken into consideration.

welshman1982

ladyyhoneybee wrote: »

YES they do log your call...I didnt think that would be rocket science. lol

What happens is when your call goes through your details are there for them to see, they verify you then transfer your num to a diff system.

This system is what retentions have to check what each cust has avail to them.

Each time a cust calls your num is entered and logged.

Orange get a high number of customers calling who are time wasters, repeat calls etc etc. This costs Orange money so they now take it away from the customer. Sometimes its not a big difference and other things are taken into consideration.

I have no doubt that they log the calls, but if what you say is true about the extra incurred costs being taken away from what customers are offered please could you explain something?

Throughout this 183 page thread there are numerous stories of customers ringing retentions and being offered pretty poor deals to stay. These customers ring back numerous times, speaking to different staff members in the same department. Customers number will be entered into a system to see what offers/discounts are available. How then (bearing in mind your last reply) is it possible for the same customers to get so many different offers? The majority of the time the best deal offered is not the first. The best deal can be after lots of calls.

Surely Orange are trying to keep customers hence the discounts and deals offered. They are saving money by transferring work abroad and by lowering staffing levels. Staff get paid an hourly rate so it doesn't cost Orange any more if a customer rings in 10 times or 110 times. Worst case scenario they are unable to answer your call or your on hold for ages.The main number to call Orange on 150 is free from Orange mobiles. Its using its own network so again costs are minimal if any at all.

Finally Orange are making money on every contract, even the contracts which have been heavily discounted in order to prevent customers from leaving.

Haven't got the Orange Retentions number to hand but if you've requested your PAC Code, the letter you'll get with your Code on it will also have the phone number for retentions on it.

drbesty

Orange are not making money on every contract, they lose money on some due to various reasons

Aye_Up

welshman1982 wrote: »

Finally Orange are making money on every contract, even the contracts which have been heavily discounted in order to prevent customers from leaving.

That strictly speaking isn't true in all cases. For instance if you are say a Band 5 customer spending over £50 quid a month on average but you get an advisor who offers you an amazing retention deal with loads of allowance and an expensive phone free. Lets say they reduce the cost to £20 per month and you get Desire HD free, if you never go over that allowance then you actually cost Orange money and they don't make a profit on you. Given they provide you a lot of calls and an expensive phone for £20 pm you won't go over your allowance and earn them extra money.

Equally those that are on £20 a month contracts and expect the latest phones free are living in their own world. Networks need to operate at a profit, and unfortunately Orange seems to have the lowest ARPU amongst the big networks, given how much it discounts in comparison to O2 and Vodafone. Silly if you ask me, at least I know I'll always remain a band 5 given how much I spend but those that get the good deals and don't go out of it get a sharp shock.

Dead1nside

I've just got my new deal with Orange, I see the trend that they're now pushing people onto 24 month contracts, and I'm actually happy to do that if I'm given enough incentive.

Anyway I got the following:

Canary 24month -- £22.50/month
Samsung Galaxy S -- Free
800mins
Unlimited Texts
Unlimited Internet

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I don't really believe this stuff about every time you phone Orange. I phone Orange a lot, because they mess up a lot. I'm also very persistent in chasing down contracts. This year I've had a better deal than last.