…and the inevitable bad
Dear Sir or Madam,
I recently upgraded my phone on the 1st March in your Bluewater store. I was served by a man called Tom and as he was the Assistant Manager I felt secure that I would be receiving the best possible service. I wanted to upgrade to an SPV M3100 on Panther 75 as I wanted the unlimited data deal you were offering. I was informed by Tom that unfortunately that deal was no longer available (as of that day) but you were now offering an unlimited data service during off-peak times. I explained to him my reasons for requiring it and he agreed that Panther 75 was the best plan for me. So I took the upgrade and took out the contract.
Sadly on the 10th March when I rang Customer Services on an unrelated matter I was informed that I only had the Off-Peak Unlimited Data for two months, after that it was a chargeable item. This conflicted with what Tom had told me so I asked her to double check and she was certain that the Off-Peak Unlimited Data was only free for the first two months. I rang back the following day and was eventually transferred to Sebastian on the third level of the Data Team and he explained to me that I could cancel my contract but that I would have to go back to the Orange retail store to do so.
So I am at the time of writing eleven days into my contract and I wish to cancel it as the verbal contract made with Tom has not been honoured. As an Assistant Manager I trusted him to provide me with the most accurate service and advice and he failed to do so, he actually told me that I would receive Off-Peak Unlimited Data Service for seventy-five pounds per month for the duration of the contract. At no point did he mention that the offer was only good for the first two months.
I returned to the Bluewater store again today and was told by another member of staff that I couldn’t cancel my contract as upgrades can not be cancelled. I pointed out that I was still within fourteen days of taking out the contract and she explained to me that there is no fourteen day “cooling off period” on upgrades processed in store. She told me that I could come back in and see Tom when he was working next but he would tell me the same thing. She made it very clear I had no options and that I was trapped in the contract for the full eighteen months.
After leaving the store disappointed with the service I had received I rang Premier Customer Services. I spoke to a very helpful lady who eventually spoke to your Retention department on my behalf. They offered me a 4Mb Data Bundle for twelve months for free, I thanked her for her help and accepted the offer but explained that I was still not happy, as I had been sold unlimited data, and ultimately wanted to cancel my contract as Orange seem unwilling to honour the service I was sold. She told me to email Orange which I have done but I thought I would write you a letter to put down in black and white what has happened and the predicament I am now in, having been locked into an eighteen month contract which does not meet my needs and is not what I was sold.
What I want you to do is cancel my contract and release my PAC code to me so that I can take my number to a provider that will respect and reward their customer’s loyalty. Currently I feel like Orange have used me, I have been mis-sold a product and instead of admitting that you have made a mistake, I have been bounced from department to department with no one willing to honour the contract that Tom made with me.
I trust that I will hear from you shortly.
Sincerely,
Ian Wright