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My wife and I renewed our Orange mobile phone contacts just over 2 weeks ago over the phone with their retentions people.
I agreed the deal with them and then they confirmed with my wife too. Now over 14 days later we have both received contract renewal letters. Instead of it saying 18 month contracts it now says 24!
I rang Orange back and they just say we signed up to 24 month contracts. We know we didn't, and asked them to find the tapes of the conversation. Apparently conversations are not recorded... So basically we have no proof. They are now saying we have to return the phones or accept 24 months.
Basically they are calling us liers, and want us to resolve their cock up.
What the hell can I do now to prove that we agreed a contract that they are now saying did not exist?
Ta
very little. try asking for your Deadlock code and see what that does.
Thats the code you need to go to the ombudsman. Usually scares the c**p out of the company.
Had your contracts expired? Orange used to offer upgrades before the end of a contract and then add in the unused. In the end of the day of you don't like it return the phones. Simple out.
A contract agreed over the phone....
You don't need to prove the terms....they do.
Save yourself a load of hassle and ditch Orange.
If they were the last mobile phone provider left I would rather go without a phone.
Orange did this when I had Broadband with them. Offered me something they couldn't deliver then claimed I had a new 12 month contract.
It took a lot of shouting at retards to get to the bottom of that one, but threatening them with leaving got them moving.
Logical - thanks for the advice. Deadlock letter did appear to create a reaction. Contract now reverted to 18 month. Still think the original sales guy was trying to pull a fast one though !
Orange have to be the worst network I have ever been with from a CS point of view
Agree with the above I would rather not have a phone than have to deal with the spanners at Orange customer service.
I remember receiving a call from them several years ago commenting that I was due a upgrade and would I be interested, seeing as I have never had a contract phone with orange I was quite surprised .
I'd have just sent the phones back and got a GiffGaff account.
Orange changed me onto a contract that according to them didn't exist.
I then ran up a £300 bill in one month because apparently all of my included minutes where only to Orange. Which was a price plan that didn't exist and they couldn't work out why I was on it.
They have a special room in their Bristol office up by the M5/M4 with reinforced glass that they take unhappy customers too and yet despite admitting the price plan they put me on did not exist they wouldn't back down.
In the end lost my rag as they were putting black marks on my credit score and had passed my debt onto debt collectors and I was about to remortgage my flat so I ended up walking into the nearest busy orange store and calmly explaining to the manager what was going on and that I was not leaving the store until they put me through to someone at orange CS that would sort it out there and then. I ended up going 50:50 with them as I just needed it over and make the woman on the phone call the debt collectors on another phone while still on the call to me on the orange stores phone. They lost a customer who had been with them for 6 years and never missed a payment and only upgraded once as I tend to stick with a phone for a few years.
As I said the other day, if they were the last phone provider left I would go without a phone.
When they merged with T-mobile I ended my contract with them and went PAYG on Vodafone.
I remember receiving a call from them several years ago commenting that I was due a upgrade and would I be interested, seeing as I have never had a contract phone with orange I was quite surprised .
Used to get these all the time - From Orange - or after more questions somebody who go a list of orange customers and was a reseller trying to get the renew bonus out of you.
Always had great CS from orange for about 10 years till I emigrated.
@FunkyDuck - I suspect you are correct, sales person trying to pull a fast one. He/she almost certainly gets a higher commission on a 24 month contract and most customers don't check the paper work. This is sadly fairly common in this sort of telesales business.
Very common.
"Hi, I'm calling from <provider>..."
"Wait, are you calling from <provider> or 'on behalf of' <provider>?"
"Well, we're calling on behalf of..."
*click*
Third party chancers, may their balls turn cubic and rot at the corners.
The contract is what you agreed on the phone.
RECENTLY on watchdog was a story,she was actually a contract lawyer in London iirc.
Basically case was that a document sent with different terms on it after the verbal contract made over the phone however many days later constituted a completely different agreement,ergo not one that was agreed to
She won lots of other folks are now now going down this route.
They also cannot use the terms on our website in effect clause anymore with regards mobile contracts which have been verbally agreed to either.We had to prove this.
To beat these shysters you will need to take it all the way to court with case law ...and spread the word risk them hammering your credit record and basically thinking they can do what the he'll they want.
Someone should set up an ambulance chasing type company for misoldd phone contracts eh?