Orange 'No 14 day return' contract.Help urgent!

Nicholas_Raines

All,

I have problem. Can somebody offer some advice ?
I got a new contract with orange on saturday for £10 a month for 36 months.

I was under the impression that by common law that traders must provide a 10 day cooling off period for telecommunications.

Now here is the problem:

I am very happy with the price,contract period and handset but since starting the contract I have discovered that the signal at and around my place of work is absolutely none and is also not good where I live. In the contract it does state that there is no 14 day money back guarantee.
My question is surely this is an unforeseen cicumstance . I am entitled to a cancellation of my contract and does the law of 10 day cooling off period still apply if I have signed a piece of paper saying there is no 14 day money back ??


Urgent help and info would be much appriciated as I'm going back to orange shop on Saturday which will be 7 days from purchase.


Regards
Nick

jclegs

Did you or the sales assistant check the signal before you purchased? It would be best to ring customer services rather than bringing it back to the shop.

zenmaster

There is no cooling off period for shop bought goods I'm afraid. It only applies to "Distance selling" i.e internet, phone, catalogue etc. Some shops do offer a cooling off period but they are not obliged to. I don't think Orange is one of them.

As an aside, I am mortified by the idea of a 36 month contract :eek:. I doubt the phone will last that long.

jclegs

zenmaster wrote: »

There is no cooling off period for shop bought goods I'm afraid. It only applies to "Distance selling" i.e internet, phone, catalogue etc. Some shops do offer a cooling off period but they are not obliged to. I don't think Orange is one of them.

As an aside, I am mortified by the idea of a 36 month contract :eek:. I doubt the phone will last that long.

You get a new phone after 18 months

ACDeag

Nicholas_Raines wrote: »

All,

I have problem. Can somebody offer some advice ?
I got a new contract with orange on saturday for £10 a month for 36 months.

I was under the impression that by common law that traders must provide a 10 day cooling off period for telecommunications.

Now here is the problem:

I am very happy with the price,contract period and handset but since starting the contract I have discovered that the signal at and around my place of work is absolutely none and is also not good where I live. In the contract it does state that there is no 14 day money back guarantee.
My question is surely this is an unforeseen cicumstance . I am entitled to a cancellation of my contract and does the law of 10 day cooling off period still apply if I have signed a piece of paper saying there is no 14 day money back ??


Urgent help and info would be much appriciated as I'm going back to orange shop on Saturday which will be 7 days from purchase.


Regards
Nick

I believe that Ofcom want mobile operators to cancel contacts where they are unable to provide a signal. Have a look here:

http://www.ofcom.org.uk/media/news/2009/9/nr_20090916

Try printing it off and taking it to the shop.

jclegs

ACDeag wrote: »

I believe that Ofcom want mobile operators to cancel contacts where they are unable to provide a signal. Have a look here:

http://www.ofcom.org.uk/media/news/2009/9/nr_20090916

Try printing it off and taking it to the shop.

Interesting reading, could help a lot of people on the boards

Littlemiss27

ACDeag wrote: »

I believe that Ofcom want mobile operators to cancel contacts where they are unable to provide a signal. Have a look here:

http://www.ofcom.org.uk/media/news/2009/9/nr_20090916

Try printing it off and taking it to the shop.

Unfortunately I don't think that will help the OP as firstly the article is about mis-selling, and secondly as the OP has gets coverage at there home address.

The examples given in the article about signal are mis-selling due to, A) the customer being told that they would get signal in the area that they use the handset when they get little or no signal, and the customer being told upgrading would resolve a signal issue and when it does not resolve the issue being told they cannot cancel the upgrade.

DarkConvict

It is your responsibility to check the signal (get a PAYG first), thou generally within the first 5/7 days you can cancel orange contracts if there is no signal, you just pay for the first few days usage.

After that time, cancelling is more difficult. If the signal has always been bad then you can't you should have told them asap. But if the signal drops and the operator is unable to fix it, i.e. a mast failure then you do have grounds to cancel on. But only if the signal is lost in where you state the phone will be used most (work or home) Operator can't be liable for your changes so if you move home or place of work, but they can be for changing the signal in your existing area.

Guys_Dad

DarkConvict wrote: »

It is your responsibility to check the signal (get a PAYG first), thou generally within the first 5/7 days you can cancel orange contracts if there is no signal, you just pay for the first few days usage.

After that time, cancelling is more difficult. If the signal has always been bad then you can't you should have told them asap. But if the signal drops and the operator is unable to fix it, i.e. a mast failure then you do have grounds to cancel on. But only if the signal is lost in where you state the phone will be used most (work or home) Operator can't be liable for your changes so if you move home or place of work, but they can be for changing the signal in your existing area.

What I never understand about people is this. Imagine you went out and bought a motor car. You register it, and drive it home only to find it drives beautifully, is economical, comfortable but doesn't fit in your garage. Would you really expect tha dealer to refund 100% of your money and take the car back?? Of course not.

So why, when there are only 5 different networks is it that difficult to find a friend to test the reception on the preferred network at your house? Even but a PAYG sim first. Of course it is not and that is why the networks don't tear up contracts when you go into a shop and sign one without having done the absolute basic homework first. You have now 3 years to live with the consequence of what is your own negligence and hopefully you won't make the same mistake again and maybe your misfortune may be of some help to anyone reading this thread.

You won't like my reply, but it is common sense.

samblack

Nicholas_Raines wrote: »

All,

I have problem. Can somebody offer some advice ?
I got a new contract with orange on saturday for £10 a month for 36 months.

I was under the impression that by common law that traders must provide a 10 day cooling off period for telecommunications.

Now here is the problem:

I am very happy with the price,contract period and handset but since starting the contract I have discovered that the signal at and around my place of work is absolutely none and is also not good where I live. In the contract it does state that there is no 14 day money back guarantee.
My question is surely this is an unforeseen cicumstance . I am entitled to a cancellation of my contract and does the law of 10 day cooling off period still apply if I have signed a piece of paper saying there is no 14 day money back ??


Urgent help and info would be much appriciated as I'm going back to orange shop on Saturday which will be 7 days from purchase.


Regards
Nick

I would have thought they should have checked the network strength in your area when you were buying it because otherwise they are selling you something that you can't really use and is worthless. I assume you gave your address details when you purchased it, so I would say it was like selling travel insurance for Europe after you told them you were going to the USA. I'd try calling Orange customer services and seeing what they say as I don't think the shop staff will be able to help you much. Hope you get it sorted.

lhwjud

http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/4700041/Mobile-phone-customers-who-cant-get-reception-could-sue-after-landmark-case.html