Orange tariff plus phone broken!

PanTaLemon

Hi money savers!
I'm just posting to see if anyone has any experience with a problem my girlfriend has - she signed up to an orange pay monthly tariff paying £20 a month for 18 months and getting a free phone - a while ago the phone broke and she was told (by orange) to send it back to sony ericson to get it repaired.

Once she had sent it she recieved a letter saying the phone was irreparable; saying she would have to pay £10 to have the broken phone returned to her otherwise they would dispose of it (the period allotted to return has, I think, since run out).

So now she is stuck without a (decent) phone, and she still has a few months left on the contract. She's phoned orange to attempt to get a replacement but they say since she wasn't paying monthly for insurance its basically not their problem - i think it's a bit unfair that she has to continue paying for the contract which should supply a phone!

I really hope someone can help me with this because it's really upsetting both of us and I'm a second year engineering student who has better things to stress about than this!

Thanks for any help!

drbesty

The contract doesn't include the phone, your contract is for a working sim and the minutes and texts which Orange provide. If Sony Ericsson can't repair the handset they should replace it aslong as it's under warranty

PanTaLemon

Sony ericson said that the damage was due to her, though I don't know how, and that the warranty doesn't cover customer damage.
I can't see how she could have broken it though as it literally just stopped working one day
- is there no way we can contest this?

wiggler

you could do, but the engineer normally takes a picture to show either liquid damage or PCB board damage (from being dropped banged ect)