38 replies to this topic

[mwright]

moroni, on Apr 8 2006, 23:38, said:

I would say that i work for the most aggressive of all the high street phone shops but we still want to make sure that the customer is happy, even if that does mean they go to the network direct for a certain product, isnt that the same for all retailers?

I think I may have lost the plot somewhere along the line!

Are we saying that the 14 day return facility is an automatic RIGHT that specific shops are not allowing a customer to exercise?

If so, is it possible to FORCE a shop to allow it under some trading regulation or something?

Or - do I just have to hunt around until I find a shop that will do it?

I guess I could just order online - but then I guess  stand a chance of missing out on all/part of a deal. Or do I?

Hoping for a reply that I can understand!!

[sporkguy]

eldiablo, on Apr 8 2006, 12:41, said:

All fairness to Orange - I just rang them up for my PAC code and told them I was switching to Flext 25 - they offered me 320 mins & 100 texts a month for ?25 and an upgrade. I was all set to jump ship to Tmobile, but this is a decent offer isn't it? maybe they've lost so many customers since Flext was launched that they are forced to act. So what do you think T-Mobile or Orange?

Considering Orange were price matching a 3 tariff not too long ago (aka Select 500) for more minutes for the same price.. I'd have had to say "No Deal, Noel!"

Quote

I can understand that totally, but i would like to think that the sales people would want to ensure that their customers are happy!

I would say that i work for the most aggressive of all the high street phone shops but we still want to make sure that the customer is happy, even if that does mean they go to the network direct for a certain product, isnt that the same for all retailers?

Agreed - I personally would do pretty much anything I could for a customer, including suggesting they stay on PAYG, try another network - or even keep their existing phone for another few months. Alas, not all of the PTs at my branch were the same.
I think the thing about sales is its a very aggressive marketplace, if one PT is behind on his targets, he's going to do literally anything to achieve so that he keeps the manager off his back. I was naturally good at selling, so I was never behind, hence why I could offer impartiality to my customers, as well as take the full brunt of customers complaining from Orange-related issues.

One certain PT who worked for us and left just after xmas, when the 18 month option on upgrades was released, and Orange cut the CC on normal 12 mth handset upgrades this guy took it upon himself to automatically upgrade customers to 18 month connections without even telling them. They signed the paperwork and left the shop with their new phone.
I'd be interested to see what happens in 10-12 months when they come in for their yearly upgrade, only to discover a ?150 upgrade fee. Glad I'm not there anymore lol.

Quote

I think I may have lost the plot somewhere along the line!  

Are we saying that the 14 day return facility is an automatic RIGHT that specific shops are not allowing a customer to exercise?

If so, is it possible to FORCE a shop to allow it under some trading regulation or something?

Or - do I just have to hunt around until I find a shop that will do it?

I guess I could just order online - but then I guess stand a chance of missing out on all/part of a deal. Or do I?

Hoping for a reply that I can understand!!

Firstly - you generally get a better deal online due to the networks having lower overheads and staff costs paying to run a website. That said, with tmobile you get the same deal online as you do in one of their stores - this is what I like to see.

the 14 day return policy IS automatic when you buy anything, with certain exceptions. If the seller has marked on the paperwork that there is NO 14 day return, due to a certain condition (i.e. NT3 port on Orange (PAYG > PM number transfer)), and you have SIGNED for it - then I'm pretty certain you have agree to forfeit your 14DMB.

The best thing to do, IMO, is to find a retailer that WILL allow you a 14 DMB option, and doesn't take away your rights as a consumer.

[moroni]

sporkguy, on Apr 9 2006, 11:06, said:

The best thing to do, IMO, is to find a retailer that WILL allow you a 14 DMB option, and doesn't take away your rights as a consumer.

And i could certainly recommend one that will be nice 4u if you want  

[pd.ryder]

moroni, on Apr 9 2006, 18:29, said:

And i could certainly recommend one that will be nice 4u if you want

Those 4U people swapped a BT headset for me *twice* without batting an eyelid - I was really apologetic about messing them about but they really didn't seem to mind.

Terrific

[sporkguy]

obviously not been into one of the scones4u shops around here then, they're rude, arrogant, completely sales-driven.. and annoyingly slimy.

[Dr Who]

Sure that wasn't an estate agents...............

[moroni]

sporkguy, on Apr 9 2006, 17:49, said:

.. and annoyingly slimy.

'How odd' I thought, my staff are not slim at all, bunch of fat monkeys more like!

took me 3 reads to see the 'l' at the end of the word

[mwright]

moroni, on Apr 9 2006, 19:46, said:

took me 3 reads to see the 'l' at the end of the word

Did you mean the 'l' that looks like a 'y'

[sporkguy]

moroni, on Apr 9 2006, 19:46, said:

'How odd' I thought, my staff are not slim at all, bunch of fat monkeys more like!

took me 3 reads to see the 'l' at the end of the word

LOL - and 6 times to see the 'y' as well?

[mrmond]

I would add after just checking this out today that under the orange 14 day rule no matter whether its a new phone on payg or contract or on receipt of an upgrade on contract if you're unhappy with the phone for any reason, or even going from payg to paym then you have the right to return.

Even if you change your mind before delivery after ordering direct from Orange you can refuse delivery from the courier and sign to that effect.

I get fed up with the number of people who ring up having bought a phone for example from Argos who state in their catalogue that the 16 day money back refund doesn't apply to new phones from them and have to explain to them that it's a load of rubbish and they are covered by Orange's own 14 day money back no quible refund if they are not happy with the phone. Or any shop for that matter. Even telling them to make a fuss at the customer service desk if they have to so that the store can ring up while the customer is in store and read the note that I will put on so that they can flippin well read that they have to adhere to orange policy of giving a refund within 14 days. Even if it's just a sim card.

[moroni]

mwright, on Apr 9 2006, 19:46, said:

Did you mean the 'l' that looks like a 'y'

it's a good job i am not dyslexic and i dont have a massive complex about my spelling isnt it!

I am a flippin fool sometimes tho! LOL

[chucky.egg]

james, on Apr 6 2006, 16:17, said:

cant be true, by law you have a cooling off period with ALL retail contracts..

I may be wrong, but I thought the 14 day "cooling off" period (as opposed to Orange's own policy) only applied to distance selling (Internet, phone etc).

[sporkguy]

mrmond, on Apr 9 2006, 21:59, said:

I would add after just checking this out today that under the orange 14 day rule no matter whether its a new phone on payg or contract or on receipt of an upgrade on contract if you're unhappy with the phone for any reason, or even going from payg to paym then you have the right to return.

Even if you change your mind before delivery after ordering direct from Orange you can refuse delivery from the courier and sign to that effect.

I get fed up with the number of people who ring up having bought a phone for example from Argos who state in their catalogue that the 16 day money back refund doesn't apply to new phones from them and have to explain to them that it's a load of rubbish and they are covered by Orange's own 14 day money back no quible refund if they are not happy with the phone. Or any shop for that matter. Even telling them to make a fuss at the customer service desk if they have to so that the store can ring up while the customer is in store and read the note that I will put on so that they can flippin well read that they have to adhere to orange policy of giving a refund within 14 days. Even if it's just a sim card.

From my experience on the frontline of Orange, I can say thats partially true.
If someone brings back an NT3 connected PM phone (the PAYG > PM transfer) - and it has been written on the paperwork that there is 'NO 14 DAY RETURN' -- then the customer has signed away any consumer rights they had regarding the cooling off period. My manager wouldn't allow us to return the handsets, no matter how blue in the face customers got.

If however, that disclaimer hasn't been written on the paperwork, sure, they can return it, but they will lose their PAYG number. Same applies with MNT Pac Transfers.

or at least, thats the way OUR store ran.

[pd.ryder]

Looks like everybody's at it in this thread Take a look.

[xspyda]

Well, finally got round to calling Orange to reduce my tariff on two phones to Talk 60 (their lowest tariff as I am now with T-Mob).

... Oh no she said, it's Talk 50 now, our new tariff launched in April, still charged at ?19 / month. So, I asked her if this is just Talk 60 with 10 mins taken off and charged at the same price, yes she said.

There was a time that I would have argued with this and really gone to town, but knowing how awful Orange have become lately, I just laughed and said ok, fair enough. I don't use the mins anyway and will be cancelling as soon as I am able to, which I told her!

So, the lowest plan you can drop to now is Talk 50 at ?19 / month.

Good old Orange - so glad I left after all those years!

[sporkguy]

xspyda, on Apr 23 2006, 01:03, said:

Well, finally got round to calling Orange to reduce my tariff on two phones to Talk 60 (their lowest tariff as I am now with T-Mob).

... Oh no she said, it's Talk 50 now, our new tariff launched in April, still charged at ?19 / month. So, I asked her if this is just Talk 60 with 10 mins taken off and charged at the same price, yes she said.

There was a time that I would have argued with this and really gone to town, but knowing how awful Orange have become lately, I just laughed and said ok, fair enough. I don't use the mins anyway and will be cancelling as soon as I am able to, which I told her!

So, the lowest plan you can drop to now is Talk 50 at ?19 / month.

Good old Orange - so glad I left after all those years!

yes but you know where they're spending the money they save from those extra 10 minutes?

Customer Service





Sorry, I'm in a comical mood today  

[xspyda]

sporkguy, on Apr 24 2006, 12:27, said:

yes but you know where they're spending the money they save from those extra 10 minutes?

Customer Service
Sorry, I'm in a comical mood today  

LOL - even if that were true, it's too late as far as I am concerned and I would imagine for a good many others too from the negative press I Have been readinf about Orange lately.

Every day is comical as far as Orange are concerned sporkguy!

[mobdna]

sporkguy, on Apr 24 2006, 13:27, said:

yes but you know where they're spending the money they save from those extra 10 minutes?

Customer Service
Sorry, I'm in a comical mood today  

LOL, i agree with ya in some respect dude BUT, however, i always do my best in trying to help with customers queries whether it be an on net/off net phone or a Sharp for that matter lol. There are a few of us who are still customer focussed.

[sporkguy]

mobdna, on Apr 25 2006, 23:59, said:

LOL, i agree with ya in some respect dude BUT, however, i always do my best in trying to help with customers queries whether it be an on net/off net phone or a Sharp for that matter lol. There are a few of us who are still customer focussed.

indeed so, I believe you as I'm one of those few.
but you go a step too far and they'll get rid of you for expressing your opinions