Help - orange - different handset replacement (dmr)

cybertrum

Hi, I upgraded on 9th Dec 2008 with orange onto a 18 month contract to a Nokia 6500 slide which was actually recommened to me by orange themselves even though I said I wanted the 6500 classic but they said that was full of bugs so i went with the slide as obviously i didnt want one full of bugs!

After about a week the phone continously kept crashing and freezing and had loads of display problems, etc. I rang orange and they sent me a brand new replacement. After 3 other replacements with exactly the same fault their techincal dept asked to have a look at it - so I did what they said i sent the phone recorded delivery at my expense to them - a week later i heard nothing i rang up - turns out they never recieved it - i rang royal mail and they couldnt see where the phone was via the tracking number. I then rang orange back as im insured with them as I pay £6 a month they then black listed the phone and charged my £70 for a replacement and another £15 for an admin fee! I wasnt happy and I told them this. They did nothing. After another 4 replacements with the same fault I rang up yesterday 23rd Jan and spoke to a man who said he was going to get it all sorted he knocked off the £70 and the £15 charges as he agreed it was outrageous to be charged and I shouldnt have been. He said all he could do is send me out another 6500 Slide for tomorrow and then he'd give me a call back on the 24th (today) at 2pm to make sure everything was ok.

The next day my replacement arrived, suprise, suprise the same fault starts as soon as I entered the date and time. I waited till 4pm no phone call. I rang orange. They then said I had to send it back to the techincal department to have a look at - which if it gets lost or damaged I am stuck with another whopping phone bill. This isnt fair. I cant get any sense out of the customer services.

Any advice would be really helpful. Im paying £36 per month for nothing.

Please help me


Thanks


Cybertrum:eek:

custardy

why were you charged £70 for the phone?
£15 is the fee for an orange care claim

have you checked if a firmware update is available?

cybertrum

custardy wrote: »

why were you charged £70 for the phone?
£15 is the fee for an orange care claim

have you checked if a firmware update is available?

I dont know tbh - It was £70 to not cover me and for a replacement phone and then for every insurance claim you make - even if they dont cover you its £15.

I have the latest software on it, no applications on it or contacts nothing, ive not bothered putting my memory card in it either :S

Thanks

ferrettpecker

I had exactly the same problem this time last year with the Nokia N95. I felt like I was constantly on the phone to Orange, called one day and asked if I could change to the LG Viewty as had only just upgraded and restarted my 18 month contract and didn't want to be stuck with a faulty phone. Becase my bills were quite high at the time (around £80 a month) they let me swap to the Viewty.

Might be worth phoning and asking them to do the same

cybertrum

It would cost me over £500 to do that i tried going down that route as im only in the 2nd month on my contract. Wish Id gone with o2 now

cybertrum

called the orange executive office and they said they are going to send me another upgrade tomorrow - dont know what phone im going to pick they are going to ring me back at half 2 once ive had a think and its gonna cost nothing.