Grr at Orange

[Starburn]

My contract expired today (well, the end of the 12months)..
So I rang up for a phone upgrade..

Turns out the discount you get on the phone isn't based on your contract but how much you have spent over the year and so for the K750i I'd have to fork out about £140.. yet with my contract if I was a new customer it is free.

Not only that, but for existing customers it's out of stock, new customers (shock horror..) it's in stock.. (check their website "pay monthly phones"/"upgrade phones").

Grr. The girl on the phone said they'd be in stock in about 28days so I might ring up then.. try and get it free. She also completely avoided answering the fact that it's in stock for new customers..
Sigh. I thought Orange customer care was decent until now, they always brag about looking after existing customers on their adverts.

[Steve]

Tell them you want the phone, free, now, or you'll move operator. Maybe request a PAC code while you're at it.

Then they'll try and convince you not to leave, possibly by giving you exactly what you want.

Incidentally, O2's billing server is none responsive today so I cannot check on my bill.

[MD]

If your number aint that important to you just get a new contract with them

On the other hand, I still know people are having problems with the K750i on a number of networks.

Personally, having used one I dont mind the phone, but I know someone who used to work for sony erricson and the handset i reviewed was from him, hes since left, so doesnt have to say they are good as part of his job, but he bought his own K750i on a UK network and couldn't believe how bad it was, it just shows you its the networks that ruins the phone, not the company who makes them.

[MD]

thinking about it, they want £140 for the phone, then your monthly spend must be REALLY low. Whats your average bill? The handset costs the network around £200 bulk discount at a guess, therfore, there must be VERY little profit in your tariff

[Norky]

Upgrades are based on your line rental, aka how many call minutes you have. This is a git for me as I only use my phone for messages and GPRS so I have to shell out hundreds of pounds for an upgrade, even though I give them £35 a month.

[Starburn]

My average bill is about £0-£2 hehe .
It's a £25/month one.. but was a student deal last year 1000txts, 2hours of anytime any network mins (which I never use so I end up rolling them over & it's maxed at 400mins atm).

I'm stil going to be cheeky and try to get it for free when they get it in stock though.

[Starburn]

Upgrades are based on your line rental, aka how many call minutes you have. This is a git for me as I only use my phone for messages and GPRS so I have to shell out hundreds of pounds for an upgrade, even though I give them £35 a month.

I thought it was based on line rental, but the last person I called at orange (few days ago) said it was based on your account spend, not the contracted amount.

[MD]

have you checked online? Try going through as it automatically connects to your account and tells you there.... if they still aint budging then go to retentions and see what they will do I think its 150, then option 4 then option 3, but I could be wrong.

I got offered quite a good deal from Orange to renew, but tbh, the online sim only offers from vodafone are INSANE at the moment, like 1000 texts and 275 xnet for £25 a month....

Matt.

[Byatt]

My average bill is about £0-£2 hehe .
It's a £25/month one.. but was a student deal last year 1000txts, 2hours of anytime any network mins (which I never use so I end up rolling them over & it's maxed at 400mins atm).

I'm stil going to be cheeky and try to get it for free when they get it in stock though.

Hey there contract buddy! I'm in precisely the same boat as you, but I haven't rung them yet - I'll try to remember to post in here when I do - I suspect I'll need to go through to disconnections and whine there...

[loafer]

Give them some more grief, and ask for your PAC code. Tell them they are forcing you do do it as your current phone needs replacing anyway.

They'll give for at least 50% of the phone cost, but as soon as they offer, refuse and say it's free or I'm leaving. You may get passed on to the customer advocacy (retentions) team. They are trained to negotiate but as the name suggests their job is to keep profitable customers.

L.

[Nick F]

I upgraded a month ago and the guy in the ship said that they have only changed it recently and it goes on how much you spend over the year. I think as long as your bill is about £40 a month you should be fine

[javalord]

£25/month just for text messages isnt profitable? Bloody hell, its not like SMS taxes their network much, if at all! Personally I'd give them the finger, cheeky beggers.

Also visit moneysavingexpert.com

[Starburn]

I'm going to wait until it appears as in stock for upgrade online (apparantly about 28days)..
if the online price is as they've quoted on the phone (over £100) then I'll give them another call and threaten to cancel my contract etc. see if I can get it cheaper.

[Stringent]

Thats bad, I would have thought they would do a lot to help, especially with their heavy advertising. I'm with O2 and have a 7610 which is due for an upgrade, I don't want anything out there at the moment as this phone does me good. O2 gave me £5 off line rental though ... OK not much but I just wasn't in the mood to barter.

[MAS]

It's worth asking for a PAC code to see if they offer you anything more. But tbh, if you're spending that little money with them, they might be just as happy to let you go. The days of getting a good deal just because you're on contract are gone; they're looking much more at what you're worth to them, and if you're not a profitable customer, they'll be just as happy to let you churn to another network.

It's the same with all networks. It's annoying, but it's the way it is unfortunately. I was with Orange for a long time, moved to O2 four months ago to get a better deal and I don't even notice the difference.

[steve threlfall]

I'm going to wait until it appears as in stock for upgrade online (apparantly about 28days)..
if the online price is as they've quoted on the phone (over £100) then I'll give them another call and threaten to cancel my contract etc. see if I can get it cheaper.

Hmm a mate of mine is on the Orange student deal. they gave her the same mess around over getting the k750i so she said fine il go through to termination and then move networks. They instantly caved and offered her the k750i or a w800i and numerous others all for free. That was on the £25 (ithink) a month student deal- they wont lose you as a customer. Its not cheeky to want the phone for free anyway your the customer who they should be bending over backwards to please considering the ammount of cash you give them