lfcwiggo

Hi all

Just thought I'd let you know about my experience with Orange Business Customer Services today.

Round about this time of the Month I'm charged with having to work out what moneys are due to be paid to our suppliers and so on.

With Orange being our mobile phone provider, I go online to check the amount we owe them. So imagine my horror when I saw the bill, for 4 phones, was £1074.43 (Exc. v.a.t.)

I immediately checked each phone bill, and soon discovered that it was my phone that had incurred the huge cost £694.19 (Exc. v.a.t.). This price covered the costs for the Internet access.

The reason for the excessive charge is down to the fact that once you have gone over the "allowed" 750 meg, you incur a charge of 80p per meg. I didn't receive any texts or emails stating that I was either close to going over or in fact over the allowed amount during any given month.

I straight away rang Customer Services and started ranting (Politely ) down the phone. I explained to them that the reason I took out the contract with Orange was because of the "Unlimited Data Allowance". They then pointed out that that the term "Unlimited" doesn't actually mean "Unlimited". So I asked them "What does it mean then?". They were at pains at this point to try and make me look stupid. I didn't bow to the pressure.

At some point during the conversation I pointed out to the rep that I had an email outlining the fact that we were on a tariff that included "Unlimited data allowance". It was at this point the rep asked me to forward on this email, to which I duly obliged.

She then said she will call back with an answer to the query.

I waited patiently (hoping for a positive outcome) for the return phone call. That call arrived within 10 minutes. By this time I had absolutely no nails left . But the nail biting stopped when I heard her say "OK Geoff, we are going to give you a credit for 694.19 + v.a.t.)" I breathed a huge sigh of relief .

The problem arose from when my Internet at home was cut off due to me not paying the bill on time. So, because my phone had been rooted, it was now possible for me to tether the phone with my p.c. to gain access to the Internet. Something that wasn't possible previously with all the Orange bloatware installed.

So now instead of a bill for £735.25, I can now look forward to paying, quite happily, a bill of 40 odd quid + v.a.t.

I emailed the Rep back asking her to confirm in an email the credit, and she did, again virtually straight away. See below

Hi Geoff

You're very welcome. I confirm I have applied a credit for the amount of £694.19 ex Vat. Total amount £833.03 for the data charges incurred. Therefore the amount to pay on your 15 July 2011 bill is £241.40

Regards

Michelle Clark

Customer Service Representative

I'm still quite shocked that they allowed the credit so quickly. I half expected it to be dragged on for quite a while.

So the moral of the story, from my point of view at least, is to make sure you pay the Internet bill on time

Wiggo

landovr

I also recieved a surprise bill the other day. My data limit is 1gb but it can flex to 5gb. So I was looking at my bill and I had an extra charge of $40.00 so I checked in the details and it said in a period of about 2hrs I had used 4gb!!!. I don't think my phone could download 4gb in 2hrs if I tried. And at the time the bill said I had used this amount I was at a park in the city for Canada day and there were a ton of people there. I remember trying to connect to the mobile data but I couldn't, I just figured it was because there were so many people in one spot which is maybe what caused this glitch in the system??? Long story short I called Telus and they credited the amount back to me.

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I know that you believe you understand what you think I said, but I'm not sure you realize that what you heard is not what I meant.

john_g

I always hope that, when someone's had a problem that has been resolved in a quick, polite and effective way, that people remember to send their thanks. Given what they've been through, they might not feel like it, but it will mean a lot to those involved and motivate them to keep on providing a good service.

I recently had good reason to complain about someone at my local Post Office. Clearly my complaint got through because the person's attitude changed and they became far less rude and far more helpful. I went out of my way to send a follow-up email to thank everyone for resolving the issue and I asked them to pass on my thanks to the person who had been the focus of my complaint. Months down the line they are still being helpful and, I like to think, because people are responding to them in a happier and more positive way, they are finding that they can enjoy their work more.

Xyro

Just goes to show how much more data your computer is using up than your phone I guess.

I would recommend you use a data tracking app (such as 3G watchdog) which will warn/disconnect you if you go over/close to your limit. Even if you aren't tethering

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landovr

My average usage for my home internet is about 25gb. And yes I was very polite about the extra charge on my bill and I thanked them very much for crediting the amount back.

lfcwiggo

Absolutely right.

On the follow up email I mentioned I was glad and very happy she resolved it for me. I even said I'd send her a bunch of flowers lol.

The outcome made me feel like I had won a small fortune on the lottery