Guest griffog Posted January 24, 2003 Report Posted January 24, 2003 Received my December/January bill with a nice little surprise, £140 for 14MB GPRS! Despite clearly stating SPV Promotion Pack on the bill it also had a GPRS 0.5MB entry. Called billing, at first the guy kept telling me that it was because I'd exceeded the 10MB, after putting him straight on that (even were it true I'd only get charged the 4MB over wouldn't I?) and reminding him that 4MB over wasn't exactly caning it and I had received no warning from them he spoke to the GPRS department and eventually agreed that it was a mistake. Now we're on the Talk 5000 package as it's a business contract with 14 or so handsets. Did I read somewhere that you shouldn't be able to get the SPV Promo Pack on such a pacakge?
Guest spacemonkey Posted January 24, 2003 Report Posted January 24, 2003 I wouldn't want to read that somewhere if I were you. It's Orange's responsability to stop you using the promo with the wrong call tarriffs and to make your rights clear. If you understood the world yourself, they could blame you... ;)
Guest leo-balou Posted January 24, 2003 Report Posted January 24, 2003 I think this is true - when I tried to subscribe to the SPV promotion it appeared on my bill but I was still charged for all my GPRS usage. Orange are supposed to refund me the costs but said that because I share my talk time (talkshare) with another phone I cannot subscribe to the Promotion. Only alternative was get the 0.5MB package - download email headers only and surf the www on my PC rather than the phone (no point having the SPV now really - apart from the pikky of Kylie on my screen-grrr :twisted: ). They never really gave me an answer why the Promotion could not be applied to a talk share plan - the other phone does not have GPRS on it anyway. :? Confused - join the club! :!:
Guest griffog Posted January 24, 2003 Report Posted January 24, 2003 So does that mean I won't be seeing the promised refund?
Guest spacemonkey Posted January 24, 2003 Report Posted January 24, 2003 The misunderstanding is their fault so you should get your refund. If you can't tell them you want to formally complain and the only resolution is a refund. If they still won't give you a refund take it to oftel. Basically they can tell you you are now not on the spv pack and there is nothing you can do, the mistake in the past however is completely there fault so you should pay nothing except the data you use from now onwards. If you get some data charges for the start of this month prior to talking to them, get that refunded too.
Guest griffog Posted January 24, 2003 Report Posted January 24, 2003 Thanks for clarifying that, I'll play dumb as they never brought up the shared talk plan issue and it hadn't even ocurred to me until I saw our bill which made me think. This does show that unless they pull the rabbit out of the bag and drastically cut their GPRS charges after the promo pack expires this whole smartphone experience is going to die a very quick death!
Guest Bouger Posted January 24, 2003 Report Posted January 24, 2003 Ok , this is my first post but i have read these boards way back from the SPV launch, and very good and informative they are too. BUT I notice a lot of people are more obsessed by getting their handsets from the cheapest supplier. I agree thats not a bad thing, but this is where consumers leave theirselves wide open to abuse by the supplier. If you purchased it from an Orange retail outlet and were not informed you could not have the SPV promotional pack on talk share then YES you do have a valid complaint. If thats the case i suggest you return to the store of purchase and have it out with the manager. If you didnt ..... then why is it Oranges fault????? all dealers of Orange products are aware of the terms and conditions of sale of any handset and the limitations to what tarrifs,promotional packs & offers are available at that time. If the sales person from JOE BLOGS dealer (no names for fear of liable) connected your handset and didnt inform you that you were not able to add the Promo pack that responsibilty lies with them NOT Orange. After all they are fully aware of it. In fact the person who connects the handset would have been told of this and would have been asked if the customer was aware. Its a sad fact that some retailers are more interested in churning out handsets than actually making sure the customer is getting the service they deserve and Orange try to offer. YES its not perfect but they are trying. As i said this is not an attack on you or anyone but please consider this. Spouting "I know my rights and YOU (Orange) are wrong and i am right " gets you absolutly no where, Trust me. if you want sensible advice reply to this post confiming where u bought your handset . I dont mean name them just whether it was an orange retail store or other. :?
Guest griffog Posted January 24, 2003 Report Posted January 24, 2003 I quite agree, however in my case the handset was an upgrade offered to me by Orange on our business account. They described the 'unlimited' GPRS promo and they knew full well we're on a Talk5000 plan. So who's at fault here? Not me that's for sure. Had I known at the outset that I could not take advantage of the SPV Promo Pack I'd have got a Nokia 6310i instead.
Guest Bouger Posted January 24, 2003 Report Posted January 24, 2003 I myself have received a million and 1 calls from people who claim to be Orange offering to upgrade my handset. Lots of people do it as they think it gives them more credibillity and gain the trust of the person they are calling. When i tell them who i work for the phone goes dead ;). If it was the Orange business team they should have told you, but consider this. If YOU are the main acoount holder ie the person who set up the Original account then yes its possible Orange contacted you. If you are not THE main account holder Orange would have never contacted YOU. They would contact who signed the contract ie the Main account holder. If you are not then as i said the chances are Orange didnt contact you to upgrade some one else did.
Guest griffog Posted January 24, 2003 Report Posted January 24, 2003 I'm not sure what you're point is here, it was our business account manager who made the offer, we have only ever dealt directly with Orange and not through a dealer, I am the account holder and I have no idea who you work for but guess it's Orange by your defensive stance. If Orange never make mistakes then perhaps you could explain the fiasco with people being charged for exceeeding the so called 'unlimited' GPRS. I make no claims as to knowing 'my right's' I started this thread to alert others to the surprise that may be in store for them. In case you didn't grasp it the third time, I am the account holder, I only ever deal with Orange direct and the offer was made to me of a 'free' SPV when I contacted our business account manager to purchase some additional handsets on our account. I have also been billed for the SPV Promo Pack which appears on my statement, if it's not possible to have this on a Talk5000 plan then why bill it?
Guest AsherUK Posted January 24, 2003 Report Posted January 24, 2003 Umm, this is begining to sound like a typicl conversation between OCS and an un-ammused customer. OCS are, of course, always correct and will always find a way to word things to put the blame eleswhere and not on themselves. I have a funny feeling that one day I'll call OCS with a problem and they'll say it's my own fault for buying an SPV in the first place ! :?
Guest Firaas Posted January 25, 2003 Report Posted January 25, 2003 I'm not sure what you're point is here, it was our business account manager who made the offer, we have only ever dealt directly with Orange and not through a dealer, I am the account holder and I have no idea who you work for but guess it's Orange by your defensive stance. If Orange never make mistakes then perhaps you could explain the fiasco with people being charged for exceeeding the so called 'unlimited' GPRS. Fair enough. If Orange made the advice, then you've got an entitlement to what they promised - until April, too. Three things I can advise: a) Go back to the account manager ;) Try complaining c) (As I always suggest with problems on the SPV pack), ask your customer services team/business account manager to refer to their legal department, specifically stating what you were told when you bought the phone. Remember that although you cannot purchase the SPV pack according to the t&c's, you were at no point (like most other O customers) given a copy of these t&c's, or informed that they existed.
Guest Stealthy Posted January 25, 2003 Report Posted January 25, 2003 Hey Griffog. I really think you missed the point with bouger. By about a mile by the looks of it.
Guest Knight_Rider Posted January 25, 2003 Report Posted January 25, 2003 Well if its not avalible on your tarriff then they should at least refund you back the cost of the GPRS package. If you wasnt warned about the package not being avalible then they shouldnt charge you, a word of advice ring Orange up and ask them to send you in writing that you have the GPRS package that way you have something to fall back on.
Guest Croccy22 Posted January 26, 2003 Report Posted January 26, 2003 @nick.capsticks Is it my Kylie desktop you are using from bornsloppy? didin't realsie she was getting around so much ;) Matt.
Guest spacecowboy6982 Posted January 26, 2003 Report Posted January 26, 2003 Ive just read most of this page and it seems v. worrying!! i use gprs all the time and im scared for wen that bill hits the mat!!! GPRS was supposed 2 b unlimited with the £6 a month thingy i payed 4wen the connection was made (my micky mouse company will get ti in the neck if they charge me !! - They didnt say ne thin bout fair usage??? SpAcE cOwBoY
Guest AsherUK Posted January 26, 2003 Report Posted January 26, 2003 You might also want to read the posts at: http://www.modaco.com/viewtopic.php?t=1620 which covers this topic in a bit more detail.
Guest Firaas Posted January 26, 2003 Report Posted January 26, 2003 Ive just read most of this page and it seems v. worrying!! i use gprs all the time and im scared for wen that bill hits the mat!!! GPRS was supposed 2 b unlimited with the £6 a month thingy i payed 4wen the connection was made (my micky mouse company will get ti in the neck if they charge me !! - They didnt say ne thin bout fair usage??? SpAcE cOwBoY Don't worry about it. Orange aren't legally allowed to charge you. If they do it's accidental. Apparently the system isn't designed for this unlimited, and customers may have to ring up to get this recredited. If you have any problems when your bill does arrive, give me a shout - [email protected]
Guest Big Ron - No Longer a Mem Posted January 26, 2003 Report Posted January 26, 2003 The official line from within Orange is that NOBODY has been charged for overuse. Simplest plausible explanation goes back to the phone's launch, when confusion reigned in the the "registration" department and they failed to add the SPV Promotional Pack to some accounts. If the account doesn't show some kind of "bundle" offer, then you automatically get charged at the default "PAYU" rate... which happens to be £10 a megabyte. So... if you got billed for £10 per meg, ring 152 and check WHEN the £6 promo pack was applied to your a/c. If it was weeks after you bought the phone, EXPLAIN AND COMPLAIN!
Guest Firaas Posted January 26, 2003 Report Posted January 26, 2003 The official line from within Orange is that NOBODY has been charged for overuse. That's interesting as the legal department's word was that people may have been charged due to the way that the billing system worked for GPRS, but frontline staff were being informed to refund the charges, and if people had been charged for overuse, to give them a first warning.
Guest spacecowboy6982 Posted January 27, 2003 Report Posted January 27, 2003 That bill did indeed hit the mat today, but not with the thud i expected it to have. It would seem I used just under 20 MB of GPRS access. It then says sumthing bout taking the next payment off my account on feb 13th? Does this mean from now till then i start at 0mb and work my way up ??
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