Orange Advice - Problem Phone

xxxgemxxx

Morning

Thanks in advance for anyone who can help.

I have a Blackberry 8520 with Orange and am about 5 months into an 18 month contract. The phone itself keeps freezing for about 40 seconds and working again and this happens numerous times throughout the day. Sadly it is a fault with the phones as my friend on O2 has the same problem.

Orange CS are being as helpful as they can - suggested new memory card and sent new SIM, but I know they will not be able to resolve the problem.

So I asked if I can pay more and change my contract phone, the answer to which was No! I don't want to change from Orange but I do want a phone that I can work with.

Has anyone got any advice on this one??

Many thanks
xgemx

Oscar_The_Grouch

Hi there.

You need to rely on the Sale of Goods Act 1979, Part 5A Section 48A. Essentially, this says that you have 6 months to demand repair/replacement. Have a read of Sections 48A and 48B of the Act, as it gives fairly clear guidance on the fact that you are well within your rights to demand they correct the issue. If they can't, you can tell them that you consider them to be in breach of contract and stop making payments.

Get your PAC code and move yourself onto a Pay as you go contract with another provider (Voda or O2?). Then apply for a new contract witn Orange and transfer your number back from the PAYG sim onto the new contract with a better phone.

xxxgemxxx

Thanks for that. It is not that they won't replace the phone, it is just that I will get another 8520 that will likely have the same problem. I want to keep my contract but have a different phone.

The problem with me leaving them is that when I re-newed i got double the minutes for a tenner less so I will lose what I have built up.

xgemx

seaniboy

if you get the same handset 3 times with the same fault on Orange you then get a Different Model Replacement - just make sure each staff member logs the same fault on each.

xxxgemxxx

seaniboy wrote: »

if you get the same handset 3 times with the same fault on Orange you then get a Different Model Replacement - just make sure each staff member logs the same fault on each.

I wasn't aware of that and thats just what I need to know, thank you :j

rogertyler

One other thing, did they suggest you try updating the phones firmware using the Blackberry Desktop Manager? Usually any problems with a Blackberry phone can be resolved by updating the firmware (if a firmware update is available). Just a thought

xxxgemxxx

rogertyler wrote: »

One other thing, did they suggest you try updating the phones firmware using the Blackberry Desktop Manager? Usually any problems with a Blackberry phone can be resolved by updating the firmware (if a firmware update is available). Just a thought

Hi Roger

They did yes, its my 2nd Blackberry so I am used to updates etc, but not alot seems to be helping
But I will get back on and check if there have been any new releases

xgemx

drbesty

Just out of interest, what phone do you want to change to?

xbrenx

xxxgemxxx wrote: »

I have a Blackberry 8520 with Orange and am about 5 months into an 18 month contract. The phone itself keeps freezing for about 40 seconds and working again and this happens numerous times throughout the day. Sadly it is a fault with the phones as my friend on O2 has the same problem.

Not a problem I ever encountered with my BB 8520

shreddy

seaniboy wrote: »

if you get the same handset 3 times with the same fault on Orange you then get a Different Model Replacement - just make sure each staff member logs the same fault on each.

This is exactly what has happened with my HTC Hero, it's been replaced 3 times in the last month for the same fault. Today the fault is still there and they won't send me another Hero but they have offered me a choice of three other models (Tattoo, T3232 or Samsung i8910) None of which I like and only one has they Android operating system! I asked Orange if I could have a different model and pay the difference, restart my contract or take a higher tariff and they wouldn't budge! Not sure what to do now - my phone is barely usable!

RICK..._2

Why won't they be able to resolve the problem? My OH has an 8520, she sent hers back after about 4 months and got a brand new one, since then it's been fine. And hers has never froze as far as I'm aware..

If they replace the phone and give you a working one, I don't see why you'd need to try a different one. Or you just bored? lol