problem with mobile phone company

banger9365

Got a contract with this orange (upgrade) on 17th June every ok on the 13th January got the phone (nokia 6680) stolen no problem they where very good about it and replace it under the emergancy care insurance,cost me £100 on the insurance .
15th of April upgraded the phone again to a spv m600 (it was free and no extra cost), the contract is in my dad’s name (you now what it’s like cannot get credit),.
The problem is that the replacement phone nokia 6680 has gone faulty and orange says they cannot do anything about has it is not insured any more ,put I said I am not claiming on the insurance only my salutary right’s(The Sale of Goods Act 1979 (as amended)) has the phone it only a few month old,
They said we do not repair phone’s we are a network, it has to go to the manufacturer it’s there problem
I said ok put the phone was supplied by you, you are responsible not the manufacturer.
Spent over an hour talking the team leader on Friday and the only thing that came out of it was he had to get the legal team to look in to it and ring me back on Monday?
The nokia6680 has a payas you go orange sim in now for my father to us like he always does transfer his number to the phone.
Am I going down the right line or are orange right
Is it there job to replace or repair the phone or do I have to accept what orange is saying it’s up to the manufacturer under there manufacturer's warranty
Can any one put more light on this for me has I am a little unsure if I am fully right

*!*HIBS*!*

banger9365 wrote:

The problem is that the replacement phone nokia 6680 has gone faulty and orange says they cannot do anything about has it is not insured any more ,put I said I am not claiming on the insurance only my salutary right’s(The Sale of Goods Act 1979 (as amended))

IMO you are correct in challenging them because they should supply you with goods that are fit for purpose under this Act.

They said we do not repair phone’s we are a network,

This might be true to some extent, but they should have recommended you somewhere to take it to get it repaired or they should have offered to get it repaired on your behalf (i.e. send/take your phone to orange shop and they should sort it out).

The nokia6680 has a payas you go orange sim in now for my father to us like he always does transfer his number to the phone.

You father will probably lose all the contact details if they are stored on the phone's memory if the reflas the phone's firmware or upgrade it.

Go here to find some support and to search for the nearest authorised service centre http://www.nokia.co.uk/nokia/0,,76918,00.html I would suggest bringing the paperwork that is related to your phone with you when taking it to get repaired for proof.

pennypincher_2

Under the Orange T&Cs you would have agreed that the warranty be administered by authorised service agents once Care is transferred to the upgrade handset,Orange can offer this warranty administration on the 6680 however you would have to pay them for admin/transit costs etc.

You may as well take it to your nearest service point - these can be found at https://www.nokia.co.uk

And register the 6680 on Club Nokia,makes things a little easier.

feival

In my experience you are spot on. I would right a letter to their Managing Director stating your case and give them 2 weeks to to repair the phone and state if they do not that you will initiate legal proceedings. This is a real threat. It is very easy to do using the small claims track at your local county court. You can get more advice at the following forum: http://www.justclaim.co.uk/bb/index.php

pennypincher_2

Care is a chargeable option purchased via the network to provide an exchange/replacement unit in any event. The makers warranty (free of charge)is seperate,so if not covered by Orange Care which was purposely transferred to the new handset the only issue is getting the phone to a service point surely, maybe I'm missing the point - Nokia made the phone Nokia repair the phone - Orange no longer administer the warranty, its down to the owner......no issue, your covered right. Court action over this would just put money in lawyers pockets when there is no real issue.Certainly not a breach of rights.

They said we do not repair phone’s we are a network, it has to go to the manufacturer it’s there problem

So let Nokia repair it under the warranty scheme that you are not paying Orange for.

xycom1

The replacement handset is covered by the balance of the original warranty from when you first purchased a Nokia 6680. So if you have the receipt from the original phone and it's less than a year old, then present it to a Nokia Service Centre and they will repair the phone under warranty.