I have had a promotional letter arrive today from Orange their ref.18100/7234184/V5/5/514 dated 31st July asking if i wish to upgrade from Plus to Max for an extra £5, not £10 per month as per Orange website.
The letter gives a page to access www.orange.co.uk/membercentre where it shows I would have to pay £10 extra per month. I called the customer service ? department and they would not believe I had the offer letter so would I send it in to claim the offer. After after blowing my top and asking for my MAC code I was offered a Plus to Max upgrade at NO extra charge.
If they outright called you a liar then that is wrong. But I'm sure they get thousands of calls a week from customers trying it on so its not unreasonable for them to expect to have evidence of a mistake before they rectify it.
If Orange had any sense they would have taken the reference number that is quoted on the letter but the operator would not let me speak to a supervisor or anyone else to discuss the matter.
How would you feel if Tesco sent you a voucher and you went into your local shop and they refused it and told you to send it to head office ?
If they outright called you a liar then that is wrong. But I'm sure they get thousands of calls a week from customers trying it on so its not unreasonable for them to expect to have evidence of a mistake before they rectify it.
You do get some people trying to get better deals and stuff. I think the best I remember was a customer who has just renewed a mobile contract with T-Mobile and thought Orange should give free broadband because T-Mobile wouldn't let them out of the contract without paying.
staffsfc wrote:
How would you feel if Tesco sent you a voucher and you went into your local shop and they refused it and told you to send it to head office ?
The Tesco example doesn't quite work, they'd have the voucher to hand to examine. Over the phone they can't really examine the letter, sure they could have taken the reference but it would have been better to check either it or a copy directly. It could after all just be a simple mistake.
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