Orange phone mis-sold to me!

[becks007]

My contract with o2 is about to expire, so i decided to take out a contract with orange, as it looked a good deal 'dolphin 35' package, the sales assistant was explaining what was in the package, "600 minutes, magic number, unlimited texts" etc at which point I said "thats good I like to send picture messages". At no point did she correct me on this, or inform me that I would have to pay for picture messaging (which I do normally send a lot of as I currently have 1000 texts with o2 a month, and picture messaging is in with this allowance).

It was only a couple of days later when i phoned to check my phone bill with orange, I was charged extra and I queried this, I was being charged extra for my picture messaging, the immediately asked me if i wanted to buy a bundle from them, there way of making money I assume!

I rang the store manager, explained what had happened, he refused to do anything about this as there was a no return policy, but I feel this contract was mis-sold to me, he said he wouldn't cancel my contract as he'd have to pay! I asked for the number of the complaints department, he told me there wasn't one, but gave me an address!

I've written a letter, and since then I have found a phone number, for some reason he didn't seem to want to give me the phone number.

I feel this is bad customer service, and am very suprised they cannot help me after this should have been pointed out to me when I stated it would be useful having unlimited text as I like to send a lot of pictures!

Any help would be appreciated.

[buzby]

If it wasn't picture messaging, it would be something else. This is not being missold a contract (a far too popular term) but being sold a TARIFF that is not appropriate.

It is up to the salesman to sell the service, and the customer to ensure it meets their needs - saying the salesperson misunderstood or that it was going to cost you more is not a valid excuse I'm afraid.

I'm not aware of any network that ignores the differences between text and picture messaging, the latter always costs more - so it would be reasonable to check and make sure.

Wouldn't you agree?

[rscott101]

I can understand the confusion in this case - some o2 tariffs treat a picture message as 2 text messages when using up the bundled texts.

[becks007]

What would have been wrong with her saying to me you have to pay extra for this service?

[locutus]

They are sales people, they try to make sales, they probably get more for making more sales. If they had just said "stick with what you've got becks, it suits you more!" they would've lost out on a sale.

Also, they are Orange staff, they do not necessarily know that you got picture messages for 2 text messages with O2.

Remember this incedent when your contract is up for renewal next time, then let your feet do the talking when you go to a diferent supplier!

In the mean time post your complaint to Orange. You never know, they may offer to make things good with yourself.

All the best and good luck