Faulty Contract Handset AGAIN - What to do?

talksr

Morning money savers,

A friend of mine has been having a tough time with Orange and I would like to do my best to help.
She has had her Orange mobile contract for about 15 months (out of 18) and has had numerous problems with her Nokia handset which was included in the 18 month contract. Orange took it back from her and repaired it/gave her a refurbished unit, but now the screen is not working or if the screen does, she can’t hear people, but they can hear her. Sounds like the ribbon is failing as it is a slider phone but don’t know what the problem is with her not hearing people, maybe speaker is going.

The phone is un-usable and Orange have said no, we are not giving you another, as we have already given you one refurbished replacement. However the phone has not been abused or subjected to water as you often hear. I find it a complete and utter shambles and I am intending on writing a letter to Orange. But should I bother? If it was me I would be pretty annoyed on account of the fact that she is paying £20 per month for a contract which includes a handset but she can’t use it or her included minutes and texts. At the moment she is literally paying £20 per month for nothing. Thus she is not getting what she is paying for.

Should I bother? Has any one else had dealings with them?

Thanks

jamespir

talksr wrote: »

Morning money savers,

A friend of mine has been having a tough time with Orange and I would like to do my best to help.
She has had her Orange mobile contract for about 15 months (out of 18) and has had numerous problems with her Nokia handset which was included in the 18 month contract. Orange took it back from her and repaired it/gave her a refurbished unit, but now the screen is not working or if the screen does, she can’t hear people, but they can hear her. Sounds like the ribbon is failing as it is a slider phone but don’t know what the problem is with her not hearing people, maybe speaker is going.

The phone is un-usable and Orange have said no, we are not giving you another, as we have already given you one refurbished replacement. However the phone has not been abused or subjected to water as you often hear. I find it a complete and utter shambles and I am intending on writing a letter to Orange. But should I bother? If it was me I would be pretty annoyed on account of the fact that she is paying £20 per month for a contract which includes a handset but she can’t use it or her included minutes and texts. At the moment she is literally paying £20 per month for nothing. Thus she is not getting what she is paying for.

Should I bother? Has any one else had dealings with them?

Thanks

if shes in month 15 she can get an upgrade where she will get a brand new phone etc that may be the best option

drbesty

The handset is not part of the contract, Orange are are not obliged to provide a replacement handset unless the handset is under 6 months old or you have insurance, Orange are providing you with a working SIM and thats all the contract is for, my advice would be to upgrade and make sure you get insurance on the new phone, then you'd be covered for this eventuality

Guys_Dad

talksr wrote: »

But should I bother? If it was me I would be pretty annoyed on account of the fact that she is paying £20 per month for a contract which includes a handset but she can’t use it or her included minutes and texts. At the moment she is literally paying £20 per month for nothing. Thus she is not getting what she is paying for.

Almost certainly a waste of time. They would say it had been mistreated and, unless you are able to prove technically they were wrong, you would lose. Handsets do have a limted life - and I worry about the trend to 24 month contracts - and some are worse than others. The more complex, it seems, the more it will go wrong.

I contributed to another thread and I attach an edited version of what I wrote. I believe it is applicable in your case as well

"The more I read about instances such as this, the more I am convinced that taking out a contract with a free/subsidised phone is a disaster waiting to happen.................................."

If you are happy with Orange reception, go buy a handset now. Convert the contract in 3 months' time to a sim-only (12 month or 30 day) and do the sums over the next 18 months. You will be quids in and, as a fall back, go spend £10 at CPW to get an unlocked basic cheap-o phone as fall back in case of disaster to the main phone.