Orange iPhone 3G broken after 4 months

hullabbaloo

Hello.
Got my basic 3G iPhone on a 24mth contract in May, and it's broken already. Looks like the plastic lining on the dock connector has slipped off to expose the pins.

So can't charge the phone, now useless.

I called Apple first & they said if you haven't got "Orange insurance", Orange will most likely try to make out it's a "hardware fault" and push the problem to Apple, as it's still under it's year warranty. Well, I haven't got Orange insurance (£6/month I believe), so I thought I'd get some advice here first before calling Orange (not from my broken iPhone !!).

I have just used the phone in "normal handling". I have not dropped it, or damaged it.

In my opinion, it has become defective due to faulty materials or workmanship.

Any advice would be much appreciated.

matty538

At four months old if you take it into an Orange store I doubt they will just replace it they will just send it off to apple anyway.
If its faulty can you not just take it to one of them apple genius places, and have them look at it.

Exhortation

I would take it to an Apple store and see what the Genius folk have to say.

drbesty

Apple handle all the replacements, it'll be replaced under warranty, phone Orange who'll then transfer you to Apple

Oscar_The_Grouch

You are well within "Sale of goods act" here.

The act states that if a fault appears within the first 6 months then it is considered to have been there from the start. This gives you the opportunity to "have a damn good go" at Orange and tell them that they either provide you with a new iPhone 3G or the current equivalent (the 8GB 3GS) or repair your existing phone. It's their responsibility under the Sale Of Goods Act, as they were the ones that sold you the phone (even if it was free).

Don't let them transfer you to Apple, but make sure you are completely calm and polite. If you don't get anywhere with the first person, apologise to them but insist that they transfer you to the Chief Executive's Office as you are sure "they would be interested to know that their agents are breaching a fundamental piece of UK legislation".

The relevant part of the act is Section 5A Clauses 48A to D (clicky).

4743hudsonj

Oscar_The_Grouch wrote: »

You are well within "Sale of goods act" here.

The act states that if a fault appears within the first 6 months then it is considered to have been there from the start. This gives you the opportunity to "have a damn good go" at Orange and tell them that they either provide you with a new iPhone 3G or the current equivalent (the 8GB 3GS) or repair your existing phone. It's their responsibility under the Sale Of Goods Act, as they were the ones that sold you the phone (even if it was free).

Don't let them transfer you to Apple, but make sure you are completely calm and polite. If you don't get anywhere with the first person, apologise to them but insist that they transfer you to the Chief Executive's Office as you are sure "they would be interested to know that their agents are breaching a fundamental piece of UK legislation".

The relevant part of the act is Section 5A Clauses 48A to D (clicky).

Or take it to apple who will replace it. Like nature, we should take the path of least resistance.

drbesty

Orange have no way of replacing the phone, they have no system in place to do it, it was stipulated by Apple that they would handle all the replacements, so don't bother wasting your time arguing about it, either take it to an Apple shop to have it replaced or let them transfer you to Apple

hullabbaloo

OK. So I phoned Orange. They said they are only responsible for the SIM (even though I am on an iPhone contract), so was put through to Applple support. Some Eastern European guy took the details & sent a Royal Mail parcel for me to send the defective phone to Apple "care" service repair centre in Lutterworth. Tracked the "service" status, and got excited when status changed to "returned original item", expecting the phone dock to be repaired/replaced. Guess what ? The bleeders returned the original phone alright, but no repair.

"we regret we are unable to complete the service you requested as the result of: A visual inspection has determined that your iPhone requires service because of an external cause such as accidental damage."

... and handily "Apples's Limited Warranty for iPhone ... exclude coverage for damage resulting from accident, liquid contact ..."

So pretty stuffed that 1. Orange has passed the book [when they are the seller] 2. Apple have conventiently lumped the defective dock pin cover as accidental damage 3. I'm paying £30 a month for an iPhone I can't use that I've had for only 4 months, on a 2 year contract.

So any ideas on where to go form here other than buckling and paying Apple to repair the bl00dy thing at I'm sure a high cost ?

Exhortation

Home contents insurance, perhaps? You could claim for accidental damage on that if you have personal possessions / away from home cover.

daindian

hi would take it into a apple store at they will normally replace it no questions asked

Kingsd316

Why did you not take it to an apple store, they replace it there and then if its a genuine fault with the phone, if you dropped it, like with every other product you buy it would not be covered by the warranty, and at least if you took it instore you would be able to argue your case and kick up a fuss, Apple are excellent with their after care service (well the service i have had from them in the past) and im sure if you were polite to the genius bar staff they would have replaced it for free