Posted by fineman
I went through the 'give me this or I'll leave the network' route to get a pair of K700is and a new tariff on orange having not upgraded since I joined them 7 years previously (I had a nokia 6150 before!). Great. But when my first bill arrived the GPRS download and free text bundle I thought I was getting as part of the deal (some Your Plan offer) were being charged on top of the plan. I have now spent three weeks and about 6 hours on the phone to orange customer service, waited numerous times for call backs that never came, and today come up against their last line of defence - the woman who says 'Nope, never, you weren't offered that and no there's no one else you can talk to'. She suggested that I might write a letter but couldn't guarantee anything would happen. She also agreed that she was 'the end of the road' as far as my customer support options went!
So what can I do to escape a contract that I am now being charged for that was arranged over the phone but isn't what I expected?
[ This Message was edited by: fineman on 2004-09-13 19:38 ]
[ This Message was edited by: fineman on 2004-09-13 19:39 ]
Posted by absinthebri
Do you have anything in writing about taking the new tariff? Did you sign a new contract?
Posted by methylated_spirit
Well, its all to do with not being given the product you thought you were buying. Just tell them to get it sorted, or trading standards will be involved. You are perfectly within your rights, as they told you what you were getting, and then changed it. I'm surprised though, its probably a genuine error, because Orange dont usually come under a lot of criticism for that type of thing, more 02 and three
Posted by fineman
Nothing in writing. Just 'agreed' it on the phone and the first bill arrived a few weeks later with the nice suprise. The fact that my bills are regularly £100/month doesn't seem to improve the service now I am 'on the hook' as they see it.
I agree that it's a genuine error, and have been very reasonable in trying to get the error corrected, but I am getting blanked. They would never have offered it me for free they say, and I say if I'd know that I would have gone elsewhere! Stalemate.
[ This Message was edited by: fineman on 2004-09-13 19:44 ]
Posted by absinthebri
Well, as you haven't signed a new contract give them a month's notice and walk away. Plenty of other people will happily take your business.
Posted by methylated_spirit
Jeez, think of they money you have saved them over the years by not upgrading your handset too! email someone who is high-up in the company - sorry i dont know any email addresses for orange but someone around here will - or, if that fails, i would definately consult with trading standards or someone like that.
Posted by fineman
Thanks for the support guys! I feel better already. An email address would be useful if anyone has one.
Posted by absinthebri
Remember, you're a valuable customer. Take evidence of your average monthly spend to any other provider and they'll snap you up. Don't waste your time negotiating with Orange; tell them you want the service you agreed and £100 cash for the hassle or you are giving your notice.
Posted by fineman
Leaving orange is obviously my main thought at the moment. Anyone likely to want a pair of K700is (probably simlocked to Orange)? Highest bidder?
Posted by methylated_spirit
yeah, plenty of people! If you are serious about getting rid of them, list them in mobile phones for sale section. Should shift them no problems, i think!
Posted by absinthebri
Orange might ask for the phones back if you leave them.
Posted by 701
That's for sure.
Posted by methylated_spirit
I dont know, its not a new contract is it? They probably will though.
Posted by wapchimp
By excepting the upgrades he has started a new 12 month contract - unless the phones are less than 7 working days old, then they can be returned. What bundle are u talking about? as you can call and just ask for it to be deleted
[ This Message was edited by: wapchimp on 2004-09-13 20:35 ]
Posted by absinthebri
The OP has not accepted the contract; he has made this clear at the first opportunity.
Posted by wapchimp
@absinthebri yes he has by accepting the handsets. It's in the terms & conditions about upgrading
Posted by methylated_spirit
Yeah, thats true, you only get an upgrade if you renew your contract.
Posted by absinthebri
Chimp, the T&C can say whatever they like - no court will enforce it. The service is "not as described" unless Orange can provide documentary evidence to the contrary.
Posted by wapchimp
@absinthebri - actually the terms are legally binding.
The bundle is nothing to do with the terms and conditions! Its just a billing bundle that has been added... and can be deleted
Posted by methylated_spirit
You can change your tariff to anything you like, the contract means you must make 112 monthly payments, no matter what tariff you are on.
Posted by absinthebri
The bundle is part of the contract. Next you'll be telling me you don't have to pay as it's not part of the contract! Feel free to list all the court cases where the service providers have won.
Posted by wapchimp
@absinthebri. I work for orange. The bundle has no 12 month tie in period at all. The contract eg 12 month network connection does have. The bundle can be added and removed monthly. The talkplan can be changed monthly. You CANNOT disconect and re-conect monthly. You are bound by a 12 month contract. Read the terms in the back of your handset manual
Posted by methylated_spirit
Im with vodafone, i change my tariff about every 4 months, and i dont need to take out a new contract each time!
Maybe you could pm the guy someones email address so he can complain?
Posted by wapchimp
he can pm me and I can help
Posted by fatreg
good shout wapchimp!
i too work the fruit coloured mobile company,
OA pack can be removed at any time, for the first month it is free then it will roll over on to a OA pack 3 @ £4 pm. for 3mb of data per month.
but a call to 150 should remove that bundle from your acc.
from what i can gather this/was the problem?
fateg
Posted by wapchimp
Seems like it. Then there was some1 who seems to think a bundle constitutes a 12 month contract?!?
Posted by fatreg
some ppl eh wapchimp!! LOL
where about do you work?
im a retail munky!
fatreg
Posted by wapchimp
Call centre mate
Posted by fatreg
ahhhhh fairy muff,
what a sub one or are you retail one?
one question ihave for you!!
why are the call queues so feckin big atm??
NT3 is a joke!! almost worth not doing!
fatreg
Posted by fineman
Well I seem to have started some heated debate here.
Thanks for all the input. I am of aware that I can cancel the bundle, that's not the issue. Because I was offered that bundle for free (just like a new connection would have been), I stayed with Orange and now have another 12 month contract. Had I been told that I couldn't have the bundle for free I would have gone elsewhere. So removing the bundle is my last resort - I want what I was offered, which is the bundle included in my £30/month!
They won't let me talk to the CSR in disconnects that was responsible as far as I can tell.
If this isn't resolved then I will cancel the bundle, use the phone as little as possible and change networks after the 12 months.
[ This Message was edited by: fineman on 2004-09-19 19:08 ]
Posted by fatreg
you shouldnt have been offered that unless you were offered an line deal that includes it,
if you cant speak to disconnections, and it cant be resolved ask them to put a complaint to the legal team for you.
that will soon get it sorted!
if not write yourself a wee letter to:
Orange Customer correspondence,
Po box 10,
Patchway,
Bradley Stoke,
Bristol,
BS32 4BQ.
hope you get it sorted!
fatreg
Posted by fineman
Thanks for the advice! I'll try that