Orange cancel their terms change plans – people power!

I received the following email from Orange Customer Services at 8:55am.

Dear Lewis

Thank you for your email regarding the changes to your talkplan.

I was sorry to learn that you are unhappy with the changes to your talkplan and I apologise for the disappointment caused.

“Orange recently decided to make changes to contract customers’ call charges for out-of-bundle minimum call rate, international calls from the UK and pay-as-you consume data browsing.

However in listening to our customers it became clear that some of them found the messages sent to announce these changes confusing about who would be affected and how. This is obviously not our intention and therefore we have decided for the time being not to go ahead with the proposed changes.

It is normal practice for businesses to make pricing changes, and whilst we clearly cannot rule out any future changes we know that transparency and consistency in our policies is extremely important to our customers. Orange apologises to those customers who found the messages unclear and any subsequent misunderstanding this has caused. We will be reviewing all policies and procedures for price changes to make sure that they are clearer in future.

Orange always strives to deliver the best communications and we hope that these steps will overcome any confusion and frustration that our customers felt.”

If you require further information please call the help desk on 07973 100 150 from a landline, or 150 from your Orange phone where a representative will be pleased to assist. Our operators are available 8am to 10pm 7 days a week

Please ask about our new ‘TRY’ packages which may enable you to try something new on your phone for free or discover a service which you may find useful such as Internet on the move, picture messaging and much, much more.

Please be advised that the answers to many common queries can be found in the Frequently Asked Questions section in the Help and Support option on the Home page of our website, www.orange.co.uk.

I trust the above information is of assistance.

Kind regards

Tracy

Orange Online Services

Through the most recent post and on Bitter Wallet’s site, I believe Orange have promised to honour such cancellations where people have already received (or will receive) a PAC. We’ll see where this goes from an official announcement through the Guardian.

It’s a great story and a definite victory for the people who, I’m sorry to say, are usually the ones left holding the bill when a large corporate company decides it wants to change something to the customer’s detriment. Well done everyone that told Orange they were wrong!

– Lewis