whose my contract with, ORANGE or APPLE

mabski

reehsetin wrote: »

hmmm i was told it was all apples fault!

well thats what the girl in apple customer support said to me the first day i had my iphone 4 and it wouldnt even turn on.
i spent most of the day either talking to orange or apple, in the end after two days i got it to work only for it to go back to apple two weeks later with a battery fault.
orange customer services really went down in my estimation that day because i like the op wanted orange to send me a replacement as it wasnt working when they sent it to me but all they wanted to do was pass the buck to apple. when i asked what my options were aside from sending it back to apple the told me all i could do was cancel my contract, send it back to orange at my expense and then take a new contract out later.
im still waiting for the jiffy bag they said they would send me two months later, not that id send it back now i love it but its just shows how poorly they manage customer complaints

wiggles41

ok....just a little update..............

Trading standards called me today and it does still stand that my contract is with orange and there responsibility to exchange or repair the IPHONE, not apple

when you purchase a contract you are purchasing the phone from them to, because when you get the priceplan how are you spose to use the network without the phone, hence orange is responsible.

Trading standards are contacting the trading standards within orange to inform them on how there staff are misleading the consumer, however this is a civil matter but they are going to do the best they can, there outraged!!!!

will update you as and when

Human_Writes

As far as I understand it Orange are legally responsible for repair or replacement of iPhones, however, Apple have a contract will all networks that makes them (Apple) the sole authourised repair agents for iPhones within the UK.

Basically Orange are fulfulling their legal responsibilites by appointing an agent to repair or replace the phone on their behalf, this isn't unlawful, they are offering to fulfil their legal responsibilites by way of an intermediary.

Your wasting your time in refusing to deal with Apple, likely Trading Standards will contact Orange to be told, yes we agree the phone is faulty, we have appointed an agent to deal with the repair or replacement on our behalf and the customer refuses to deal with our agent so they haven't had the phone replaced or repaired.

I think your flogging a dead horse with this one.

Guys_Dad

Orange or Apple? I am tempted to say looks like it has gone Pear shaped. But that's not helpful.

Orange have the legal obligation to fix the fault but have the expertise. Orange are the suppliers and it is up to them - not Apple - to determine fix or repair.

wiggles41

If I bought a coat say fri M&S and it was faulty, it's not down to me to go back to the factory in china to get them to rectify the fault, it's down to M &S, it's been confirmed after orange slipped up that the phone is faulty and must of been at point of sale but they've been fobbing me off saying it's to do with software even tho the phone is faulty!!! And to tell me to go by a PAYG phone which I've had to do aswell as paying a contract!!!!!

Jon_01

As I said back in post 3. Apple will give you a new phone if you go into a store. Yes, Orange will change it for (eventually), but you'll be without a phone for quite a while, and yes legally they should.
But if Apple are prepared to replace it on the spot isn't it simpler to just let them do it ? You could arguing with Orange for weeks??

Personally I'd take it to an Apple store and get it over with. . .