Orange Upgrade - Misleading Info

Gothmog

I've just upgraded my phone through Orange, taking a Blackberry 8520 as it was advertised (and still is) on their site as being compatible with Orange Maps & unlimited free email. The tariff that I've upgraded to includes access to Orange Maps, but on trying to download the app from the link provided by Orange, I am told that the app won't work on my handset. I only upgraded to the tariff / phone combination on the basis that the free sat nav / email was a good deal, but the next cheapest handset which offers the same functionality is £127 rather than free (as the 8520 was). As the phone was (and still is) advertised on the site as being compatible with the service, and it quite clearly isn't, am I within my rights to ask for a compatible handset at no extra cost, or do I need to return the phone and give up on the upgrade instead? Realistically, what are my options?

scottishblondie

First I'd take a screen shot of the website where it says this - just in case they take it down or something! Then phone customer services and kick up a fuss. I think you have a valid complaint against them if they can't provide you with an advertised service which you are paying for. As far as getting a compatible handset for free goes I don't know, but best of luck!

drbesty

Looking at the Orange website it doesnt say the phone is compatible with Orange Maps, the 8900 and the 9000 are, the 8520 isnt, although it does have GPS so it might be in the future

DarkConvict

Same, I got the Nokia 5800 and it said orange maps too. It didn't come with it, and the orange rep said it would work but didnt give me any details on how to download it. They said it wasn't good and just to use the inbuilt nokia maps.
I do have a screenshot showing it was included, i left it with them and they did nothing.

Gothmog

If you go to http : // shop.orange.co.uk/mobile-phones/all and filter the phones on "Pay Monthly", "Blackberry", "Email" & "Orange Maps", the 8520 is one of the phones shown.

If you go to http : // shop.orange.co.uk/mobile-phones/blackberry-curve-8520, you can clearly see the "Supports Orange Maps" graphic in the corner...

Whilst the phone doesn't show up on the Orange Maps page, that's not the page that I was using to work out which phone to upgrade to...

Having looked at the phone in more detail, it doesn't appear to have any GPS element to it at all...

(as a new user, I can't post links... so you'll have to copy & paste them into your browsers if you want to follow them...)

Human_Writes

If they've advertised a product as having features which it does not and this advertisment caused you to buy the phone, then you can return the goods and cancel the contract.

You don't usually have a legal right to betterment, so in my view they would not be legally obliged to provide you with more expensive/advanced phones which do support the features you want.

Gothmog

Spoke to Orange and they agreed to replace the phone at no additional cost (just waiting for the replacement to arrive), having admitted their error. The person I spoke to was helpful & understanding & very accomodating - I didn't even have to complain much either (although I suspect that if I'd ranted and raved I'd have ended up with nothing...), so all in all, a good outcome... :cool:

DarkConvict

Fair enough I did not want to get a different phone, as i wanted the 5800

But you got what you needed

d.m_3

what phone are you getting as your replacement btw?

Gothmog

Blackberry 9700 Bold - should have been £197, but Orange very kindly gve me it for the same price as the 8520 (free), so a bit of a result really. I think it may have helped that I've been with Orange for years, but the person I dealt with was brilliant (and I made sure I told Orange how good & helpful she was)...

9700 is great ) - I'm now a very happy bunny...