Problem with Orange care/warranty

saving_pennies

Hello everyone,

I'm having problem with my Sony Ericsson Satio which I got soon after it was available through Orange, and I took out Orange care.

I contacted orange care and have been told that the problems I am having with the phone is due to a fault and I can get a replacement phone. I had read on the orange care details that: [FONT=&quot]"5.6.3. A replacement Phone may be from refurbished stock that has been tested and is fully functional."[/FONT][FONT=&quot][/FONT]

I explained that due to several disabilities, which I'd prefer not to share in this post, I can not have a refurbished phone and need a new phone. Note the words in their contract state "may be from refurbished stock", not "will be from". I was told that all replacement phones are refurbished phones unless the fault develops in the first 28 days (this is not explicit in their written contract). Apparently managers can not authorise a new phone as a replacement as this is a company policy. I also note from their contract that when a phone is faulty, there is no possibility of money refund.

Now my phone is only a few months old and it has now developed a fault, which given the short period of time I've had the phone, I assume comes under warranty. I thought that any goods brought has to be fit for purpose for a reasonable length of time and I would think that a mobile phone should work for at least the length of the contract (in this case 18 months).

I have suggested that I end the current contract and take out an identical contract as then I will get a new phone with the new contract. One of the many people I spoke to (and unfortunately I didn't get a name) said that a manager could authorise that the termination fee is waived, considering that my phone is faulty and I am not being offered a new phone (only a refurbished one). However, after I was put through to the faults team, no one had heard of this option or thought it could happen.

I've spent much time today trying to solve this problem with orange and am now waiting for a team manager to call me back tomorrow. This manager has already given the answer to the call centre representative, which I am unhappy with, but before I can speak to a more senior manager I apparently need to speak to this team manager.

I've found the whole situation stressful and frustrating as whenever I call I end up through to a different call centre, and more than once I was put on 'permanent' hold/cut off :mad:

Thank you for taking the time to read this (long) post. I would be grateful for any advice/guidance.

A very unhappy Saving_Pennies

jclegs

I think they are within they're rights to offer a refurbished phone as a replacement, as they are like new. Although if you disability meant that you were not able to use this, I would hope that they would take it into account and if possible authorise a new replacement.

The best you can hope for is that the team manager comes up with something, or failing that, if you send an email to the CEO's office, they could possibly help you in your situation.

Jon_01

Email or write to the exec office.
Mailing the CEO is a complete waste of time. He'll never see it, his PA will just forward it to the exec office anyway, so you may as well save the time and go there first.

Orange Executive Office
50 George Street
LONDON
W1U 7DZ

Email: executive.office@orange.co.uk

DarkConvict

They don't have to give a new phone as it is not stated in the terms and conditions, they would give which ever phone they have in stock, clearing the refurbished first. Not having a go at you but if this insurance doesn't suit your needs because you must have a new phone then why did you take it out? By the way refurbished phones are often returned phones under the 7 days given by DSR. If the phone is faulty due to a manufacturing problem, then send it in for repair to an authorised repairer rather than trying to claim under insurance.

saving_pennies

Thank you for your replies.

jclegs contacting someone higher in company is probably best. Thanks Jon for address/email details.

DarkConvict - my experience of Orange up until yesterday had been extremely good particularly in relation to my disabilities. I discussed Orange care details when I took the phone contract out, and was under the impression that if my phone developed a fault I would recieve a new replacement. When reading their contract it states that the phone maybe from refurbished stock, not definitely. Clearly I should have asked for more clarification on this.

Jakg

I have to ask what sort of disability needs you to have a new phone?

saving_pennies

Jakg wrote: »

I have to ask what sort of disability needs you to have a new phone?

As I said in my original post I prefer not to share details of my disabilities on this forum. I don't think the details of my disabilities are necessary for people to respond to my post.

I have shared relevant information of my disabilities to orange call centre staff briefly and in more details to the team manager who I have just came off the phone too. The team manager was very understanding and spoke to several other managers to see how they can help me, and we spoke of various options. I have decided to contact manufacturer as the phone is under a two year warranty and I've only had it since Oct/Nov 2009 - I have their contact details but there is no opening hours on the website so it will probably be Monday before I can contact them.

The team manager explained that Orange Care is not an appropriate insurance for my needs and we discussed using warranty of manufacture to cover faults and adding the mobile phone to my home insurance to cover theft, loss and accidental damage. If I choose this option I will get a refund for premiums I have paid to Orange Care.

skintandfat

I go through about 5 phones a year with Orange, as I am a heavy user >2000 mins per month.

The phones sent are in pristene condition - you couldn't tell if they were new or refurbished almost all the time.

Wouldn't be without Orange Care- the replacement phone arrives the same day or the next- even at the weekend

sharpy2010

saving_pennies wrote: »

As I said in my original post I prefer not to share details of my disabilities on this forum. I don't think the details of my disabilities are necessary for people to respond to my post.

Personally I don't see the issue with sharing your disability, since none of us actually know you personally and we're just seeing words on a screen. That doesn't directly identify you, and it may help us with the advice that we can give to you.

But if you still prefer not to, we'll still give you the best advice we can

saving_pennies

skintandfat wrote: »

I go through about 5 phones a year with Orange, as I am a heavy user >2000 mins per month.

Wow! I'm glad Orange care have been so efficient in replacing your phones. I'm quite a heavy user too, the phone is like a life line to me, so I do need to think carefully about if I stay with Orange Care or if I change to another insurance. I have to say I was very impressed that even though I called late in the day, they offered me a replacement to be delivered the next morning.

Orange care have explained the condition refurbished phones come out, and if I have no joy with contacting Sony Ericsson direct, then it may be possible for a friend to take delivery of the refurbished phone and clean it before giving it to me (team manager suggested those computer screen wipes).

Sharpy - thank you for your response and for respecting my wishes. I have multiple disabilities some of which are extremely rare. I have to take precautions, which may appear extreme to others, in order to stop myself becoming extremely ill and needing hospital care. As you can imagine this makes life very difficult at times. Experience has told me that when products are brand new, the risk to my health is much less than of the products are 'used' or 'refurbished'.

loveangel88

saving_pennies wrote: »

I explained that due to several disabilities, which I'd prefer not to share in this post, I can not have a refurbished phone and need a new phone. Note the words in their contract state "may be from refurbished stock", not "will be from". I was told that all replacement phones are refurbished phones unless the fault develops in the first 28 days (this is not explicit in their written contract).

Hi, i dont see what disabilities mean you need to have a brand 'new' phone, refurb just means its been sent back and re tested as ok, you arent gona get a crappy phone...what diff does it make if its new or refurb??