Orange contract

quayside

I currently have a contract with orange, I have 13 months left.

I have been experiencing problems with the hand set for the last few months, made several calls to orange and sony ericson in regards to it.

Sony ericson were useless, couldn't guarantee it could be fixed (also a charge for them to look at it) and couldn't be sure if I would receive a replacement. :mad:

Orange said they couldn't do anything for me because I'm over the 3 month warranty and wouldn't send out a replacement either, which I'm quite glad about because the phone is useless.

Now I'm stuck paying a contract for a phone that I can't even use.

Is there anything I can do except from buying a new phone?

I don't really want to do that because if I'm paying for a contract I want a phone out of it too.

Oscar_The_Grouch

3-month warranty???? If Orange sold you a contract and a phone, the Sale Of Goods Act means that they have to be reasonably sure that the phone will last the duration of the contract. Additionally, under the same act, any fault that develops within the first 6 months of a purchase is deemed to have been there at the time of the sale.

Go back in to Orange, hand them your phone and tell them that in accordance with your rights under the Sale Of Goods Act, you want them to arrange the repair or replacement of the phone. Tell them that if they do not do so, you will consider them to be in breach of the terms of your agreement with them, will want your PAC code for your telephone number and confirmation they will terminate your contract without penalty.

quayside

3 months was what I was advised when I spoke to someone from Orange.. which didn't sound right to me to be honest.

I've been in to the store and just get shrugged off and told to ring customer services to 'diagnose' the problem and which has never been done in the 3/4 times I have rung them, all they do is ask what the problem is and don't go any further into it. They advise me it will be blah blah much to cancel my contract and then one guy tried telling me to buy a new phone!

I'm stuck on what to say to them next because its getting stupid now.

thatsean

Ring them back and get the phone booked in for repair. You will have a 12 or 24 month warranty depending upon the phone. The only time a charge comes into it is fi there is no fault with the phone, or it's clearly been dropped or subject to water damage - the repair centre therefore can't claim from the mfr, and therefore may charge you.

If you don't get anywhere ask to speak to a manager, or to a uk contact centre

quayside

I spoke to Sony Ericson to book it into the repair centre thats when I was advised if they cannot fix it I won't be sent out a replacement because I get a "3 months warranty with Orange" and I have to pay for the repair myself. I was unimpressed with that and the fact they said it can take something around 28 days for the whole process. I don't want to be without a phone for that long.

I personally don't want a replacement/for it to be fixed because I don't want the problem with this phone occurring again. I thought Orange would value a customer but that proves wrong, the way I'm spoken to on the phone.

thatsean

Who did you buy the phone from? Was it new or refurb? If they offer a repair that is deemed reasonable - don't ring Sony, if you got the phone from Orange they they are your point of contact. If you choose not to accept a repair due to the quoted time, that's your call, but you'll struggle to force them to take any other action.

quayside

The phone came new from an Orange store.

When I spoke to Orange they told me to speak to Sony as the phone is now out of warranty and to take it up with them.

I find it hard to believe Orange cant do anything for me or I'm just expecting too much.

drbesty

The first 6 months of the warranty are with Orange, after that the warranty transfers to the manufacturer, as per the sale of good act

DarkConvict

drbesty wrote: »

The first 6 months of the warranty are with Orange, after that the warranty transfers to the manufacturer, as per the sale of good act

The retailer is always responsible.

Its just after 6 months, it upto you to prove it was a fault at the point of sale rather than a fault later on.

4810510

I think you are saying that you bought this phone brand new (not a refurb) when taking out a contract in an Orange shop. If this is correct I would go into the shop and ask to speak to the manager and tell him that the phone is faulty and since the fault has developed within 6 months of the date of purchase the shop is responsible for replacing it. Create a big fuss. Speak in a loud and assertive voice stating that the customer service you have received is terrible. Saturday would be a good time. Make sure other customers know what your problem is and how badly you've been treated. If that doesn't work call your local trading standards dept and report them.

darkcloudi

I had a similar issue with Currys in regards to a camcorder, they weren't bothered after 28 days.

I just printed out the sales of goods act and Currys store policy from the website and took it into a Currys store, the manager was then happy to arrange for a repair. You need to make a fuss for these companies to really take an action.