Orange phone stopped working and they want £70 to replace it

PinkBanana_2

Hi,

I have a phone on contract with orange (it is my sons but is in my name). This morning it stopped working. I have just phoned them up and they said because it is out of warranty (six months with them) and I don't have insurance it is £70 to replace it. I said it's not damaged, lost or stolen it just stopped working!
After much arguing with the Indian call centre and the supervisor being in a meeting and unable to talk to me (yeah right!) we were going round in circles. The man on the phone was adamant I had to pay £70.
My argument is that if I have signed up to a two year contract surely the phone should last for two years. I am currently on my 19th month.
No way are they having £70:mad:
Does anyone know what is the best way to proceed please or do i not have a leg to stand on.

Many thanks for any help and advice

Pink banana x

gjchester

PinkBanana wrote: »

Hi,

I have a phone on contract with orange (it is my sons but is in my name). This morning it stopped working. I have just phoned them up and they said because it is out of warranty (six months with them) and I don't have insurance it is £70 to replace it. I said it's not damaged, lost or stolen it just stopped working!
After much arguing with the Indian call centre and the supervisor being in a meeting and unable to talk to me (yeah right!) we were going round in circles. The man on the phone was adamant I had to pay £70.
My argument is that if I have signed up to a two year contract surely the phone should last for two years. I am currently on my 19th month.
No way are they having £70:mad:
Does anyone know what is the best way to proceed please or do i not have a leg to stand on.

Many thanks for any help and advice

Pink banana x

What make and model is it. It may be the maker guarantees it for longer than 12 months. Unfortunatly if it's only a years warranty by the maker then thats it, you either need to either pay for a repair / replacement of it or use an old phone

And to hopefully forestall a question if you don't pay the repair fee or get another phone by one way or another, no you can't use that as a reason to cancel the contract. The phone hardware and the airtime agreement are two different contracts and failure of the phone is not grounds to cancel the airtime contract,

dmg24

gjchester wrote: »

What make and model is it. It may be the maker guarantees it for longer than 12 months. Unfortunatly if it's only a years warranty by the maker then thats it, you either need to either pay for a repair / replacement of it or use an old phone

And to hopefully forestall a question if you don't pay the repair fee or get another phone by one way or another, no you can't use that as a reason to cancel the contract. The phone hardware and the airtime agreement are two different contracts and failure of the phone is not grounds to cancel the airtime contract,

The OP has only had the phone six months, and even if they had had it longer, they would have rights under the Sale of Goods Act. Do you actually think before you post?

OP, call back and ask to speak to someone in the UK. If you can't do that, go to an Orange store.

gjchester

dmg24 wrote: »

The OP has only had the phone six months, and even if they had had it longer, they would have rights under the Sale of Goods Act. Do you actually think before you post?

Yes I do

The OP said the phone was 6 months out of warranty, or at least thats how I read it given they said

PinkBanana wrote:

My argument is that if I have signed up to a two year contract surely the phone should last for two years. I am currently on my 19th month

arielcohen

PinkBanana wrote: »

Hi,
I have just phoned them up and they said because it is out of warranty (six months with them)

My argument is that if I have signed up to a two year contract surely the phone should last for two years. I am currently on my 19th month.

I think he is saying he has had the phone since the beginning of the contract 19 months ago and orange only cover the phone for one year, therefore he is out of warranty with orange for ~ 6 months

noelphobic

dmg24 wrote: »

The OP has only had the phone six months, and even if they had had it longer, they would have rights under the Sale of Goods Act. Do you actually think before you post?

OP, call back and ask to speak to someone in the UK. If you can't do that, go to an Orange store.

[QUOTE=pink_banana/Hi,

I have a phone on contract with orange (it is my sons but is in my name). This morning it stopped working. I have just phoned them up and they said because it is out of warranty (six months with them) and I don't have insurance it is £70 to replace it. I said it's not damaged, lost or stolen it just stopped working!
After much arguing with the Indian call centre and the supervisor being in a meeting and unable to talk to me (yeah right!) we were going round in circles. The man on the phone was adamant I had to pay £70.
My argument is that if I have signed up to a two year contract surely the phone should last for two years. I am currently on my 19th month.
No way are they having £70:mad:
Does anyone know what is the best way to proceed please or do i not have a leg to stand on.

Many thanks for any help and advice

Pink banana x
[/QUOTE=pink banana]

I think they might have had the phone for 18 months, although it's not made very clear!

I obviously need to practice multi-quoting as this hasn't come out right, but hopefully you can see what I mean!

gjchester

noelphobic wrote: »

[ QUOTE=pink banana ]

I think you last [ quote = pink banana ] should have been a [ /QUOTE ]

PinkBanana_2

sorry for the confusion.

I have had the phone for 19 months. It is a 24 month contract. The man in the call centre said orange only give a six month warranty.

My son has borrowed a phone and will put his sim card in that until the contract runs out and then I will go elsewhere.

I am just shocked that they make you sign up to a 24 month contract and then think it is acceptable that the handsets don't last for the length of the contract.

PB x

Guys_Dad

PinkBanana wrote: »

I am just shocked that they make you sign up to a 24 month contract and then think it is acceptable that the handsets don't last for the length of the contract.

PB x

You are making the mistake that lots of people make in confusing the air time contract with the handset guarantee.

If you bought the handset, free of any contract, how long would you expect it guaranteed for from the shop? European law is very vague on this and I can't find any test cases.

If I got a 12-month contract attached to a mobile phone, as they used to do, or an 18-month one or a 24-month contract, why should the length of the contract affect the time that the phone should last? Or if I get the same handset on PAYG, should it only last 1 month/top up?

David_Scott

dmg24 wrote: »

Do you actually think before you post?

Ha Ha Ha Do you? I think you owe gjchester an apology! :rotfl:

Sagz_2

I had a problem with my contract Motorola and Orange tried to get £70 out of me to fix it. I googled Motorola and emailed them, got a reply within 2 hours with method to re-set the phone. Followed the instructions and the phone has worked beautifully for the last 6 months.

Worth a try OP?