Broken phone, Orange sending me to straight to manufacturer

[marshalla]

norman156 said:

The consumer direct site is a little vague on dates, from the sounds of it I might just have to go back to the manufacturer? Whether it Orange's policy complies with the law or not, it's still a pretty crappy policy given that I've got a two year contract with them and this is the hassle I'll have to go through for 75% of the contract if the thing breaks. Which it will do, because in my experience modern phones are temperamental little bds!

What's most interesting about this is that someone from Orange would join the forum just respond...

You have no contract with the manufacturer. If the fault has developed as a result of normal use (i.e not through misuse or external influences such as impact damage) then it should be treated as a fault present at the time of sale and remedied by the trader - but it sounds like Orange will wriggle and squeal and make life very very difficult if you go down that legally correct route.

Current SoGA requires goods to be sufficiently durable - I would suggest that a mobile phone which fails within the first year or two is not sufficiently durable.

[pammij]

I realise its an old post but I would like Orange helper to explain to me why orange wont replace my faulty (as per orange diagnostics) samsung galaxy s2 thats only 10 weeks old!!!

Only repair offered which is really not good enough when i pay contract rates and have something that is not and never has been fit for purpopse!

If i get repair i have to take it to shop - if they think im paying money to loan one then they can think again!! Even if i had a replace i cant get my contacts and stuff off as the sim has never been able to save anything on it (second sim from orange first faulty and this one same)

And yes they tried to tell me to go to manufacturer which after only haveing the fone 10 weeks is shocking customer service.........trading standards report this is wrong info its an orange problem...and they seem to have a lot of those lately!

[Timsta]

pammij said:

I realise its an old post but I would like Orange helper to explain to me why orange wont replace my faulty (as per orange diagnostics) samsung galaxy s2 thats only 10 weeks old!!!

Only repair offered which is really not good enough when i pay contract rates and have something that is not and never has been fit for purpopse!

If i get repair i have to take it to shop - if they think im paying money to loan one then they can think again!! Even if i had a replace i cant get my contacts and stuff off as the sim has never been able to save anything on it (second sim from orange first faulty and this one same)

And yes they tried to tell me to go to manufacturer which after only haveing the fone 10 weeks is shocking customer service.........trading standards report this is wrong info its an orange problem...and they seem to have a lot of those lately!

Did you really just sign up to a motoring forum to resurrect a 2 year old thread about a "fone?" (sic)

[Sphinx0676]

After being a customer of Orange for a very long time (I have always been with them) I am now moving to someone else. My Samsung has broken, I can't read any texts or send any and can't answer calls. I have young children so need my phone for emergencies if nothing else. I have 20 days left on my contract but can't get a new phone. All the guy in the shop said was "have you got an old phone you can put your SIM card in until the 27th? I've had to borrow an old works one off my brother. I am paying about £36 a month for something I can't even use. I thought the trading standards act says the item has to be in useable condition, or fit for use etc. I didn't chose for my phone to fail, and if I had wouldn't you have thought I would have liked it to do it in the first year?
After this I am definitely changing my provider. Sorry Orange, EE or whatever you are. You have failed big time.

[Timsta]

Sphinx0676 said:

After being a customer of Orange for a very long time (I have always been with them) I am now moving to someone else. My Samsung has broken, I can't read any texts or send any and can't answer calls. I have young children so need my phone for emergencies if nothing else. I have 20 days left on my contract but can't get a new phone. All the guy in the shop said was "have you got an old phone you can put your SIM card in until the 27th? I've had to borrow an old works one off my brother. I am paying about £36 a month for something I can't even use. I thought the trading standards act says the item has to be in useable condition, or fit for use etc. I didn't chose for my phone to fail, and if I had wouldn't you have thought I would have liked it to do it in the first year?
After this I am definitely changing my provider. Sorry Orange, EE or whatever you are. You have failed big time.

Holy st, I can't believe this has just happened again. You have to be a spam bot. Resurrected again by a new member.

[ben5732]

O2 repaired my phone for free with only a month left of a contract.. Aswell as fixing my screen for nothing twice on a previous phone even though it was my fault... Certainly won't be going to orange after reading this :/

[nyt]

I was about to buy a new phone from Orange next week.
After reading this thread I won't be going anywhere near them.

Instant karma

[Sheepshanks]

I recently had to deal with Orange/EE on behalf of my mother and they took "we couldn't give a toss" to a new level.


My daughter's iPhone packed up after 16mths with the well-known issue where it won't transmit voice due to a faulty chip. Orange didn't care and Apple's only offer was to sell her a new phone. It's equally irritating that Apple customer service seems completely random - they charge some people for stuff that is given to others free.

[BlackST]

To be fair, if I had a phone for 16 months I wouldn't expect it to be repaired or replaced. A year and 4 months is a long time.

[Iang84]

BlackST said:

To be fair, if I had a phone for 16 months I wouldn't expect it to be repaired or replaced. A year and 4 months is a long time.

HTC certainly didn't care when they repaired my phone for free at 21 months old when it started overheating and shutting down for no reason

[voyds9]

BlackST said:

To be fair, if I had a phone for 16 months I wouldn't expect it to be repaired or replaced. A year and 4 months is a long time.

Still probably 8 months less than the contract sold with it.

I wouldn't think it unreasonable for the phone to last as long as the contract.

[plasticpig]

Sheepshanks said:

I recently had to deal with Orange/EE on behalf of my mother and they took "we couldn't give a toss" to a new level.


My daughter's iPhone packed up after 16mths with the well-known issue where it won't transmit voice due to a faulty chip. Orange didn't care and Apple's only offer was to sell her a new phone. It's equally irritating that Apple customer service seems completely random - they charge some people for stuff that is given to others free.

Apple make it pretty clear what their policy is. Develops a fault in first year; you can walk in to an Apple store and get it replaced or fixed. After that it's standard EU consumer law. So if you bought the phone from a Apple store you can still walk in and they may well replace it. If you purchased the phone elsewhere then you need to return it to where you purchased it from.

[Polarbert]

Timsta said:

Sphinx0676 said:

After being a customer of Orange for a very long time (I have always been with them) I am now moving to someone else. My Samsung has broken, I can't read any texts or send any and can't answer calls. I have young children so need my phone for emergencies if nothing else. I have 20 days left on my contract but can't get a new phone. All the guy in the shop said was "have you got an old phone you can put your SIM card in until the 27th? I've had to borrow an old works one off my brother. I am paying about £36 a month for something I can't even use. I thought the trading standards act says the item has to be in useable condition, or fit for use etc. I didn't chose for my phone to fail, and if I had wouldn't you have thought I would have liked it to do it in the first year?
After this I am definitely changing my provider. Sorry Orange, EE or whatever you are. You have failed big time.

Holy st, I can't believe this has just happened again. You have to be a spam bot. Resurrected again by a new member.

It definitely seems like it doesn't it? I mean the chap doesn't even say why his phone has broken, before going on a massive slandering match against Orange.