Broken phone, Orange sending me to straight to manufacturer

[norman156]

Just wondered if this was right or if they're telling me porky pies. My contract phone has developed a fault, so I took it in to an Orange shop hoping that they would send my phone off and give me a temporary replacement, as I've done in the past with contract phones from o2 and 3 when they've gone bust.

However I was told they don't do this anymore unless it's a Blackberry and I'd have to contact the manufacturer (Samsung) to have it done under warranty. This is a pain on two accounts, as I'll probably need to sit in and wait for a courier to collect it, and I'll have no phone to use in the interim.

Anyone know if this is correct practice? I've had the phone under a year so I'm sure this is something the store would be obliged to do under my statutory rights or similar. I've definitely heard of shops attempting to fob people off and send them direct to the manufacturer when it's their obligation to sort it themselves if it's under the year.

Any advice much appreciated!

[norman156]

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...