To quote Mark Twain;
Fame is a Vapour.
Popularity and Accident
The only Earthly certainty is Oblivion.
Or, or put it another way; there’s only two things you can rely on in life; death and taxes.
Or another way again; you can’t beat the phone company.
This is the most poignant argument of the day, for as I’m sure you’re aware, gentle reader, I am currently having a bit of a barney with Orange and The Carphonewarehouse.
Friday 15th July: I buy a phone and a new contract from CPW, Queens Road, Bristol. I am told that I can go to an Orange shop and have the 25% Perks Discount discount applied.
Friday 22nd July: I call Orange customer service. They check my details and confirm that because of where I work, I am eligible for the discount, regardless of where I took the new contract, the contract is with Orange. Grand. Just in case, I take the guys name and extension number. Notes are placed on my account telling Orange that I can have the discount.
Saturday 23rd July: Drop into Orange Shop, Cribbs Causeway, Bristol. Perks discount? No problem. I produce my invoice from CPW and all of a sudden it’s a different matter. No, only from Orange Stores is this applicable. I tell her about the notes, and she tells me that the notes say that I should come into a store to see if I am eligible. This is not what I was told over the phone.
I say we have a problem. She doesn’t seem to think so, she wants me out of the shop so she can carry on selling phones. She tells me emphatically that I can only have the discount if I take out a new contract with them in store. I ask how I go about getting my eight day old contract terminated, so I can do that… she tells me I have to talk to CPW as they ‘set up the contract’. I asked why it mattered, the contract is with Orange, regardless of where I bought it. I want to terminate, surely I can do it in an Orange branded shop. No. She brings out a copy of the agreement for the Perks Discount. I ask to have a copy. I am refused.
CPW, Cribbs Caasuway, Bristol: I explain the situation, and the guy is sympathetic. He tries to call Orange and have the same discount applied over the phone. He tells me the guy on the other end of the phone says that I should go to the Orange Shop with a payslip (heard that before), they will apply it. Positively, that’s how it’s going to work, and the only way it’s going to work.
Back to Orange Shop. No… that’s not how it’s going to work. Retail agreement, on the day only… blah.
Back to CPW, no, they won’t do that. I tell them that I have been mis-sold this contract and I want to terminate. I am told that Orange do not have a 14 day cooling off policy like O2 used to (and still do) have, so it’s now at the the discretion of the shop I bought it at, which is at Queens Road – city centre on a Saturday in school holidays – and the matter is now ‘out of our hands’. I ask to get the Queens Road branch on the phone. ‘They’ll probably not answer, it’s a busy day’.
I insist we try.
What do you know, they answer very quickly.
Yes, the man that served me there – acting manager – did say that I could probably get the discount but couldn’t guarantee it.
How he’s changed his tune now his sale is being called into question!
I ask to speak to Orange again from CPW, where another Orange customer service member tells me absolutley that the only way I can get the discount is by taking out a new contract with Orange, in an Orange Retail Store. Final. No more discussion. I ask him how to go about terminating the contract.
Talk to Carphone Warehouse.
Two hours, shunted pillar to post in a shopping mall on a Saturday morning. Like I didn’t have anything better to do with my day.
Orange customer service aren’t much help either. Speak to one person and they tell me that all I have to do is go to a retail outlet and have my discount applied. Speak to them again, get someone else, and they tell me that there’s no way I can have this discount, because I didn’t take out the contract at an Orange retail store.
So what next gentle reader?
Well… I have a copy of the complaints procedure for both Carphone Warehouse and Orange, and now I shall see what they have to say for themselves. I feel that both of the companies are equally to blame. CPW for eagerly selling me something that is no use to me, and Orange for telling me wildly differing information from within a single organisation.
I shall keep you updated. This is the kind of thing that BBC Watchdog and OFCOM love. I’ll be writing to them too.
For what it’s worth, for the entire length of my contract with O2, not once did I have cause to phone them. That was for years. Eight days with Orange and it’s proving a little less stress-free. Moral of the story… stay where you are because the savings don’t come as easily as you’d like to think.