Orange : Phone broken - no support

mark55man

Hi

I am 14 months into 18 month contract - the phone has become very difficult to charge and also suffers intermittent power failures

I called Orange and they said I would have to take it up with the manufacturer (Motorola), although they were "unable to comment" on what Motorola may be able to do about it. They offered to fix it for £75, I told them I was not interested.

They said my issue was with the manufacturer I thought (and said so several times) that the sale of goods act said that if I have a problem (up to 6 years) I could still go to the shop (orange online) that I bought it from.

I told them if they didn't sort it I would struggle through and take my business elsewhere at the end - they seemed unbothered

So - if anyone could offer advice, or comment on the above, I would be very grateful

TIA, Mark

OneADay

No expert on sales of goods act - but from my own experience if a phone breaks, its under warranty for 1 year.

If your phone is suffering from power issues - it could be battery or charger (and in worst case the phone itself). You could attempt to get hold of replacement charger and battery (from ebay) on the cheap and see if that fixes it.

Silk

Hi Mark,
I suppose if it's out of warr. then theres nothing they could do.
The reason I reply though is that a guy who worked for me had a very similar problem with his motorola (no idea what model) some days it wouldn't charge and others it kept dropping the charge etc.
He took it to an independent shop who said they thought it was the battery and let him borrow one for a week (something like £20 deposit)
It solved the problem and he went back to get a new battery which cost him about £18 and he was dead happy

Jon_01

Under EU law it's 6 years (if you can get a UK supplier to honour it).

The networks have always defaulted to the manufacturer after 12 months (some of them after 6).
It make more sense to send it to the manufacturer anyway. The network don't repair the phone they send it to Nokia/Moto who ever.

So if you send it to the network, it has to get there, be booked in (up to 3 days) get send to the manufacturer (they maybe send once a week) so another week before it leave the network. It gets fixed (which can take a while), it gets send back to the network and booked in again, and then get send back to you.

Result, you're without a phone for a month or more....

You send it to the manufacturer you get it back a week or so. . . Hard choice...

drbesty

Orange offer a 6 month warranty on the handset, then it reverts to the warranty of the handset manufacturer, in Motorolas case this is 12 months. You had the option of taking out Orange Care when you took the contract, that would have covered against this sort of thing, you also have the option to upgrade 3 months before the contract is due for renewal. As for the phone itself, it sounds like a battery problem and it would be worth obtaining another battery to test

mark55man

Jon_01 wrote: »

Under EU law it's 6 years (if you can get a UK supplier to honour it).

The networks have always defaulted to the manufacturer after 12 months (some of them after 6).
It make more sense to send it to the manufacturer anyway. The network don't repair the phone they send it to Nokia/Moto who ever.

So if you send it to the network, it has to get there, be booked in (up to 3 days) get send to the manufacturer (they maybe send once a week) so another week before it leave the network. It gets fixed (which can take a while), it gets send back to the network and booked in again, and then get send back to you.

Result, you're without a phone for a month or more....

You send it to the manufacturer you get it back a week or so. . . Hard choice...

Thanks Jon - that's what I thought (about the 6 years). But should I expect Orange to do this without me having to pay? The phone they sent me broke (its not the battery, have checked that - its a handset fault with the connection)

If I send it to motorola, would I be expected to pay. I may be unreasonable here, but if I buy a phone I expect it to work for the length of a contract (indeed that is what Orange told me when I took at a phone for a DS), without having to buy Orange Care or whatever

Jon_01

If its under guarantee then Moto will fix it for free. I don't know what Moto 'think' is the length of the guarantee...

The point of Orange Care is, you call them with a fault and you get a phone the next day and they take the old one away. No faffing around with sending yours to be fixed and waiting while its done. . .

mark55man

Jon_01 wrote: »

If its under guarantee then Moto will fix it for free. I don't know what Moto 'think' is the length of the guarantee...

The point of Orange Care is, you call them with a fault and you get a phone the next day and they take the old one away. No faffing around with sending yours to be fixed and waiting while its done. . .

OK understand now. Thanks