8 replies to this topic

[dez16v]

Hi Guys,

Just an update from last post about Orange customer service etc...

I finally gave in and went to my local Orange shop to enquire about upgrading from my c500 to the c600.
I was told that it would cost me ?49.99 to upgrade. I asked when this fee would not apply, because the same thing happened to me last year when I upgraded from my mpx200 to the c500, I waited for about 4 weeks and the upgrade fee did not apply. I was told that they could not give me a accurate date for this and it could be up to 6 months before I could upgrade for nothing.
Then the sales person told me that he would explain some of the offers that would be available to me, I could have the new c600 and the talk120 tarriff a bundle of 30 texts, 4mb Orange world and half price line rental for 6 months, also a ? 50.00 refund if i trading any old mobile phone in with them.
The only catch was that I had to have a new number!!
This obviously meant that I was being treated like a new customer.
I asked why I could not receive the same offer and keep my number but I was told that it was not possible.

So I gave in and changed my number and got an new c600, which I have not been able to sync with my pc because of the connection issues. I have tried everything to get it to sync, I have even changed some of the registry keys as advised by a website, but it will not sync at all.

All in all it is another example of Orange not looking after their current contract customers which I think will be their downfall in the long run!  

Cheers for reading,

dez16v

[scottusspez]

Hey check out the other posts on here.. theyre mostly of people having problems with Orange. Seems they cant keep anyone happy, especially loyal customers!

[stu_ie_uk]

Hey,

I've been with Orange for about 5 years now and never had a problem with upgrades. I think the trick is to call disconnections a month before your contract is up and ask for a PAC number.  Every time I've done it they put me through to Customer Relations and I go through the usual b*llsh*t about wanting a phone they don't have on their Network. They'll offer you what they can to keep you, then you offer them the chance to keep you by giving you the phone you want from them for nothing.  That's how I got my SPVM2000 last year for nothing, at the same time going down to a ?30 a month tariff (200mins 1000txts) from ?50 month (400mins 1000txts) because I wasn't making any calls.

One thing you shouldn't do is just call up and ask for an upgrade, it's not a particularly strong bargining position!

Also - be wary of Orange shops... They'll not go out of their way to get you an upgrade, I'd bet my mortgage they get paid on new connections, not upgrading existing customers, that's why they'll always want you to "sign up again" as a "new" customer and "new" business!

Stuie

[scottusspez]

stu_ie_uk, on Apr 24 2006, 20:29, said:

Also - be wary of Orange shops... They'll not go out of their way to get you an upgrade, I'd bet my mortgage they get paid on new connections, not upgrading existing customers, that's why they'll always want you to "sign up again" as a "new" customer and "new" business!

Stuie

Darn right they aint interested in their existing customers, but if you are an existing customer that "appears" to be new then they wanna know you. Stupid, but something worth considering  

[jbrare]

Hello,

Got a surprise call from Orange today.

I am a month and a half off my contract ending and they called ME to say I can upgrade to a free phone on a promotional tariff with special offers. I didn't enter into specific details with her because I told her I would most likely be leaving in June due to poor customer service (2 written complaints in 12 months and at least 4 pointless conversations with CS) also I told her the new tariffs were a bit of a joke. She then said with some enthusiasm "Do you know we have some new plans out...?" I said "Yes, thats what I'm talking about...!" she then sounded a little downbeat and thanked me for my time and said Orange don't want to loose my custom and to call them if I change my mind.

It left me feeling a bit sorry for the poor animals in the Orange price plan zoo...

Don't know what to do now..

JB

[Dr Who]

Jump, jump, jump.

Unless they are willing to price match a FlexT tariff and give you unlimited data for ?7.50 a month then there can be no contest. I'm just hoping T-Mob turn up the HTC Hermes in June.

[awarner]

stu_ie_uk, on Apr 24 2006, 20:29, said:

Hey,

I've been with Orange for about 5 years now and never had a problem with upgrades. I think the trick is to call disconnections a month before your contract is up and ask for a PAC number.

Same here and nope, last time I asked for the pac code they they just gave it without question.

[sporkguy]

scottusspez, on Apr 24 2006, 22:42, said:

Darn right they aint interested in their existing customers, but if you are an existing customer that "appears" to be new then they wanna know you. Stupid, but something worth considering  

Can I just correct you there, as a former member of retail staff.
We would LIKE to be able to treat existing customers as well as new ones, in terms of handset prices and upgrade deals - but its ORANGE who make it impossible for us to do this. We're not all sales-focused idiots, blood-thirsty for a new contract. Some of us are/were looking out for the best interests of the customer.

When I joined Orange, commission was paid fairly, contracts and upgrades were paid very similarly. These days they force you to 'churn' customers in order to keep them as customers - and we get paid a hell of a lot less for upgrading a customer than for making them cancel their old number and taking a new one.
Does that sound fair to you? it certainly stung me when they changed the system.

Imagine, earning your living by identifying the best needs of your customer, receiving a hearty handshake at the end of the transaction, knowing you've done the best you could for them -- and then suddenly, you have to sell them stuff they dont need (such as an 18 month contract, or a brand new contract with a new number, which invariably wastes customers' money), or a shitty accessory they dont need - just to be able to pay the bills.

It's not fair. Not to customers. Not to phone trainers.

So please, dont think we're all that bad.

[scottusspez]

hey sporkguy im sorry mate, i didnt mean to sound rude there. I totally understand that its orange and not the retail staff themselves, its the same in most large companies im sure.

You've clearly got something about you if you feel that way and good on ya!  

Grrrrr orange!