A smiling woman in a yellow dress holds her hand out in front of a store with the sign "Orange". — Orange has an important message for its customers | Orange, Pexels

Camara — Orange has an important message for its customers | Orange, Pexels

Orange's Announcement Customers Didn't Expect: You Can Backtrack

Orange confirms that those customers who regret making this purchase have the option to remedy it.

27/02/2025 19:24:00h

Iván García

Orange has sent a clear and direct message to all its customers who purchased devices with installment payments. And who also signed a 24-month commitment.

This clarification arises after a user's complaint on social media. He expressed his dissatisfaction with what he considered an excessive permanence fee. Despite having received the device as part of a promotional offer.

The user explained that after being an Orange customer for several years and being satisfied with the service he decided to acquire a device. However, upon realizing the obligation of permanence for a device that was supposed to be a gift, his perception changed.

A store inside Orange, and in the circle, a man checking a bill

One must review the fine print when acquiring a device | Getty Images Signature, Orange

"I didn't plan to leave the company until I saw that trick," he commented in his complaint on social media. The customer was unaware that acquiring the device also implied a permanence.

Orange Confirmed What Many Didn't Know

From Orange, they quickly replied to the complaint, clarifying the contract conditions. In their message, they confirmed that although the devices may have installment payments with promotional fees of 0 euros, acquiring them assumes a permanence. Specifically of 24 months.

This commitment is clearly specified in the receipt sent to customers. In fact, it becomes a key point that must be considered at the time of purchase.

However, Orange didn't leave everything as a simple reminder of the conditions. In a gesture of flexibility and understanding, the company offered a solution that many customers didn't expect. It was the possibility of backing out.

Orange gives up to 14 days to return the phone | Getty Images

The company explained that if the device was purchased remotely and the period didn't exceed 14 days, they were still in time to process the withdrawal. This way, they could return the device and cancel the permanence commitment without any penalty.

A Flexible Solution from Orange

This option is excellent news for those customers who, for some reason, hadn't noticed the permanence commitment. Or who, having acquired the device, now regret the decision. It is a measure that shows that Orange is willing to be flexible and offer alternatives to its users so they don't feel trapped.

Customers in this situation, where 14 days haven't passed since the purchase, should know that they still have a solution. It is the possibility of canceling their contract and avoiding a permanence commitment they don't want.

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