Tuesday, June 27, 2006

So just where did you get my number?

I am coming to the end of my contract with Orange and am now bombarded by texts and calls from people telling me so and offering me an upgrade. These claim to be from the "Orange Upgrade Team", when challenged they admit that do not work for the company directly or terminate the call.



The next time I meet Niel Macgeorge (head of Pay Monthly @ Orange) after asking if he has kept his job in the reorganisation is going to be one of data protection. As someone who spends too much on mobile I am a Premier Customer and so can update every nine months. This means that a dealer cannot just use the number range to guess that I am coming up to the end of my contract but must have access to the Orange CRM system who are the only ones with my details as I got my phone direct from Orange.



Whilst I am frustrated at the lack of choice when it comes to upgrading. I have had two 3G handsets from Orange so why would I go backwards and select a non 3G handset? That being the case why is the product range so limited compared to what the rivals offer? What I find more of a concern is that my contract details are available to Orange distributors. These individuals have had there commission structures changed by Orange and Vodafone and so want me to leave and join T-Mobile because thay are paying over £200 for new customers. Do not believe me, just walk into a Phone Shop and see if you can get a contract from Orange or Vodafone.



The economics of the Mobile market are flawed and at present not likely to change. One of the biggest problems is the why in which the customers are signed up. When I first started in Mobile the industry was highly regulated, and Networks were not allowed to own the customer, thus we had a group of Service Providers who sold contracts. This regulation fell away when Four Networks became established and Pay as You Go was launched.


A number of Service Providers were bought up by the Networks and others became retail outlets. Now we have a situation where we have too many retailers and competition has become fierce as the market reaches saturation. The Networks are starting to remove some of the distributors whoes actions are too aggressive, but these people still have there own customer lists who they are prepared to Churn to another Network. The need to keep customer numbers up rather than grow Margins means that the offer of a few thousand new ones is too much to reject.


I just hope that a few of these dealers go bust veru soon so that I can get some time to work rather than deal with unwanted calls offering me a phone I do not want.

3 comments:

Guy Kewney said...

Useful stuff, now that John Caudwell has managed to sell off Phones4U.

What will John do with the money? Do you think he sees an opportunity in broadcasting?

Adrian Jones said...

I've been getting these calls for years. It's much easier to spot a phony when I haven't had an Orange contract since January 2000.

So I just string them along.

They always call themselves something like "Orange Network Services", or "Upgrade Centre", so I ask them if they're calling from Orange. No, they're calling on Orange's behalf. So I ask if Orange asked them to call. The story changes to "Orange gave us your number". Did Orange give them my customer details? Finally, they admit that they're just calling numbers with the prefixes that Orange use.

Then I explain to them the concept of number porting and tell them not to call me again.

I really should start charging them for my time.

Adrian Jones said...

I've been getting these calls for years. It's much easier to spot a phony when I haven't had an Orange contract since January 2000.

So I just string them along.

They always call themselves something like "Orange Network Services", or "Upgrade Centre", so I ask them if they're calling from Orange. No, they're calling on Orange's behalf. So I ask if Orange asked them to call. The story changes to "Orange gave us your number". Did Orange give them my customer details? Finally, they admit that they're just calling numbers with the prefixes that Orange use.

Then I explain to them the concept of number porting and tell them not to call me again.

I really should start charging them for my time.