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Orange charging me for bundle I didn't agree to - any ideas? |
fineman
Joined: Aug 10, 2004
Posts: 10
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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 ] |
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absinthebri
Joined: Feb 11, 2004
Posts: 476
From: London, UK
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Do you have anything in writing about taking the new tariff? Did you sign a new contract?
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methylated_spirit
Joined: Jul 07, 2004
Posts: > 500
From: Bonnie Scotland
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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
Hello, Scroto!
U.G.L.Y. You ain't got no alibi, you ugly! |
fineman
Joined: Aug 10, 2004
Posts: 10
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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 ] |
absinthebri
Joined: Feb 11, 2004
Posts: 476
From: London, UK
PM |
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.
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methylated_spirit
Joined: Jul 07, 2004
Posts: > 500
From: Bonnie Scotland
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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.
Hello, Scroto!
U.G.L.Y. You ain't got no alibi, you ugly! |
fineman
Joined: Aug 10, 2004
Posts: 10
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Thanks for the support guys! I feel better already. An email address would be useful if anyone has one. |
absinthebri
Joined: Feb 11, 2004
Posts: 476
From: London, UK
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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.
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fineman
Joined: Aug 10, 2004
Posts: 10
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Leaving orange is obviously my main thought at the moment. Anyone likely to want a pair of K700is (probably simlocked to Orange)? Highest bidder? 
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methylated_spirit
Joined: Jul 07, 2004
Posts: > 500
From: Bonnie Scotland
PM |
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!
Hello, Scroto!
U.G.L.Y. You ain't got no alibi, you ugly! |
absinthebri
Joined: Feb 11, 2004
Posts: 476
From: London, UK
PM |
Orange might ask for the phones back if you leave them.
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701
Joined: Nov 26, 2002
Posts: > 500
From: Romania
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That's for sure.
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methylated_spirit
Joined: Jul 07, 2004
Posts: > 500
From: Bonnie Scotland
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I dont know, its not a new contract is it? They probably will though.
Hello, Scroto!
U.G.L.Y. You ain't got no alibi, you ugly! |
wapchimp
Joined: Jun 09, 2002
Posts: > 500
From: Land of the chimps
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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 ] |
absinthebri
Joined: Feb 11, 2004
Posts: 476
From: London, UK
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The OP has not accepted the contract; he has made this clear at the first opportunity.
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Posted: 2004-09-13 20:35
