Problem with ORANGE re Sony W910i

gnaril

Thought i would post this in here as its more in relation to consumer rights. looking for some advise.

Hi everyone looking for a bit of information and help.

I have upgraded my contact with orange and got my Sony w910i. had it for 3 months phone kept shutting itsself down and rebooting which from the forums i have seen others had the same issues. I got a replacement 3 weeks ago it has been updated with latest firmware and had master reset completed again and it still shutting itself down.

Now i have called them and their customer service agents all really nice. passed through to faults team nothing more they can do. All staff i have talked to are in agreement the phone is crap and they are discontining the phones.

Called up today again and got some girl not as nice quite confrontational. saying they will give me only like for like ie they will replace my crap broken phone with another crap phone.

I have checked on consumer direct and my understanding of it ( i could be wrong)
is that i have done what i can they have replaced, smae fault again therefore i would be entitled to seek a replacement ie a different phone at the same costs as the origional.

SHe says that orange only contracted to provide the service to me...... This im unsure of as i renewed my contract with them over the phone and THEY gave me my phone and sent it to my door. So surely this would be covered under supply of goods act.


Sorry for the long winded passage. just trying to cover all bases and hopefully one of you out there will know where i stand and what i should do.

Thanks in advance.

damienuk

Interesting... I have a w910i (from Virgin) and have used it happily for the past 12 months (6 months left on my contract atm). The only bug I encountered with it was if I went 'up' on my contacts list the bottom entry caused it to crash/reboot: scrolling down it was fine until I hit that same entry. After I deleted it (and re-added) then it behaved fine.

So is this just an issue with the orange re-brand, or maybe later firmware is actually worse??

As for your rights, as I understand you've effectively bought the phone from Orange (or otherwise have some sort of rental/HP arrangement with them) - hence in every possible legal way they could spin it, I believe the Sale of Goods Act applies.

I would advise contacting Consumer Direct to discuss your case, and then most likely writing a letter to them.

In previous years my Dad had a similar issue with a phone from Orange which wasn't behaving properly, and after a bit of "discussion" eventually got a new (different) phone from them: though this was in the days that Orange were recognised for having one of the best/better customer service departments, whilst now my understanding is that things are somewhat different... (my Dad left them after about 12 years loyal custom, so that says something!)

woody01

I dont think she has bought the phone.

She has infact likely to have bought airtime with a free phone.

gnaril

Hi thanks for the replies. She is actually a he :P

Anyways my phone is on contract with orange if that clears it up i didnt buy it from them. it was my upgrade for renewing my contract.

I have spoken to them and their agents again seen nice but whever it coms to a manger calling me back it doesnt happen, this is the 3rd call back im waiting from them. i think that im not going to have much luck and may need to take it the complaints route.

Its like everyone i talk to there has a different view. first 3 people advised that it would not be a problem to get a different phone replaced due to said fault. then i get 2 people last night saying they will only replace like for like and no one can authorise a different phone, which from the stories on here is a complete lie. other people have got a different phone as per the supply of goods act a phone of similar value and spec.