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Hi all
I'll try to keep this short and sweet so bare with me......
My girlfriend recently wanted to come out of a business plan on Orange and go onto her own pay monthly contract while staying on Orange and keeping her same number.....pretty simple request i thought? well having explained this to the 'expert' in the shop she promptly rang orange and asked my girlfriend to speak to the advisor to answer the usual questions about the account etc.
when asked what phone & plan she would like to use she asked for K850i on 'dolphin 35' the 'advisor' said thats fine, then preceeded to ask for an £80 'upgrade charge'!
Considering we were standing next to the display shelf that advertised k850i on dolphin 35 for a £35 charge, we rightly told him were to go!
The 'expert' in the shop even gave us questioning looks we she cottoned on to what he'd said!
Anyway after threatening to leave/asking for PAC code/better deal else where etc she was put through to retentions who immediately offered the k850i for free, keeping her number, with 600mins, unlimited txts and all for £20pm (18month).
What really made me smile through this was when my girlfriend was explaining to me what she'd been offered, the shop 'expert' ran over screaming "whats he saying?" "whats he offered you?""'can i speak to him?" and physically tried pulling the phone from my girlsfriends hand!!!
Eventually as my girlfreind 'closed the deal' she passed the phone back to the 'expert' who briskly ran and hid in her back room.
Within a few minutes she'd reappeared and said "i can't do that deal" but said that my girlfriends new phone would be posted to her in the next few days from orange direct - result!
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Posted: 2007-12-27 18:53:08
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I've been reading about Orange staff doing this, but not to that extreme.
The problem is, Orange retail store staff are getting pissed off, and rightly so, with the retentions team stealing their thunder as soon as they ring up to have an upgrade they've worked for put through the system.
Basically, it's a war for targets between the store staff and the guys on the phone. It's their job, they all have to make money, and much as we can all sit there and go "but thats not fair, i'm the customer, i should be No.1", this is the way the world goes round.
Similar thing with O2. We'll offer the customer the top of our deals in store, only to find out they've gone home and called O2 and gotten a better deal, and we loose out.
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Posted: 2007-12-28 09:33:57
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Orange have always charged more in the shop than through the retention team and this what really angers me with orange. They have no Uniformity in anything.
However I can tell you that the Retention department have been told to keep the customers no matter what if they can and this is why you gained a good deal from them.
Orange have lost a few mil people in the last year due to poor customer care, shops are not interested when you ask them anything above a normal question and they have been slated on the internet for the animal tarriffs as well and currenlty orange dont seem to be getting much else right too.
As it has said on the internet, Orange has lost its sparkle. The other networks have caught up and now overtaken them.
Rules at Orange are stupid as well, When i wanted to update my Friends old 2g sim to a 3g sim they wanted to charge a £5 charge as they didnt but a phone from then, so i got the pac no and swapped them over to o2. O2 sent a 2g simcard but i needed a 3g simcard, no problems. I called into the shop they swapped it over for free doing it there and then and it was working within 2 hours.
Same with Orange Contracts, My self wanted to swap my 2g simcard to a 3g one because i had bought a 3g phone my self half way through. Orange cant swap my sim card as its not there policy, shop couldnt even be bothered to talk to me.
So i rang retention and got my pac code 4 months early. Orange gave me alsorts as i pay aprox £45-55 a month. However i told them no and left and so did a few more people.
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Posted: 2007-12-28 09:57:55
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remember the store will have alot more overheads than direct, staff, rent, insurance all very high in the high street
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Posted: 2007-12-28 14:25:52
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