5/7/2008 10:42:00 AM
Orange's Dolphin tariff receives complaints
Orange’s quality of customer care is being questioned after claims the operator is ripping off customers by charging them for internet access they did not sign up for.
The controversy surrounds the Dolphin 35 tariff, with which Orange gives customers two months’ free internet at evenings and weekends. However, once the two-month free period expires, the operator charges them £5 per month.
As a result, dealers told Mobile that they are receiving ‘many complaints’ from customers who are confused when they see an extra £5 appearing on their bills.
One dealer said: ‘Why should they pay for something they never signed up for? I’m getting a huge amount of complaints.’
Another dealer added: ‘I bet Orange knows people will forget to cancel. It’s a total rip-off and it’s no way to treat their customers.’
The issue is the latest in a string of incidents that has seen Orange’s customer care reputation plummet.
A report in this week’s Mobile, by research company JD Power, has found Orange to be bottom in a customer satisfaction survey for both contract and prepay.
Meanwhile, Orange was rated ‘worst broadband operator’ last month by price comparison service Uswitch, and was singled out as being ‘poor’ in an Aura customer satisfaction survey.
The operator was also criticised on BBC’s Watchdog last year for being unreliable.
An Orange spokeswoman said: ‘We currently offer all our contract customers our ‘Try Multimedia’ experience which provides customers with free unlimited off-peak internet browsing for two months. After this customers pay £5 per month. We communicate the details of how this offer works, and how customers can opt out of the service at any time, including during the free trial period through store magazines, via our welcome call, on their bill and through a further two text messages.
‘While this works for most of our customers, we have found that some would like further clarity and therefore we are reviewing how we can further improve the experience.’