3 Weeks Into An Orange Contract and I Want Out

Aluminium_2

I got an Orange contract specifically to get a particular phone. They don't seem to be able to supply me with a phone that doesn't have a fault and have now refused to replace my third handset.

I don't want the faulty handset and I should note that the manufacturer considers it faulty after contacting them.

With that in mind I asked if I could leave the contract and was told that because I had had the phone for over 7 days I would not be allowed to.

Does anyone know how I might be able to leave them? I'm not looking to rip anyone off, make money from them, keep the handset or anything else. I just want the handset to work properly and it doesn't.

Thanks

4810510

I think your best bet is to contact the Executive Office on 0800 079 0134.

Jon_01

Which phone and what's the problem ?

drbesty

It'd be a big help if you told us which phone, and what is the problem that you have?

Aluminium_2

Sorry, it's an HTC Hero.

First fault, the seal around the screen isn't making ...a seal. There's a gap. They agree that dirt and dust are going to get in there and make it look crappy. They say that it won't impair the function of the phone. I contacted HTC and they said that it shouldn't be like that and that I should get a replacement from Orange.

This might not sound like a big deal to some people but ultimately, it's not how the handset should be and the manufacturer agrees.

I should note that I've contacted them again and explained Orange's refusal to change the handset despite their (HTC's) instruction to do so and they've said to book it in for a service with them so it's not as doom and gloom as I originally thought. Will be calling them about it tomorrow.

Despite this happier outcome, it's really soured my opinion of Orange and I am curious to know what you'd suggest if the manufacturer hadn't offered this.

nafe

The screen seal issue is a known one and Orange should be replacing it without hesitation, as you say - especially because HTC concur. That's pretty shoddy service you've had there, and it's making me seriously question whether I'll stick with Orange when it's time for me to upgrade in a week and a half.

I vaguely recall T-Mobile swapping out hero's for that problem without any fuss.

Aluminium_2

I was with Orange a few years back and at upgrade they put me on a longer contract than I agreed to and I only found out at what I thought was the end of the term. I was really !!!!ed off and left them and shouldn't ever have gone back. I won't be with them once this contract is over, I can tell you that much.

EDIT: Just called and randomly got a guy who sounded cool and has organised a replacement. There's no standardisation in their call centres it seems, he didn't query anything whatsoever.

Estiban

Very interesting as i was planning on upgradeing to a hero with orange next month.

Has it been the same fault with each one you have had mate?

Orange_Company_Representative

Hi there Aluminium, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team