Help with phone in warranty but no reciept!

samtheman_2

I purchased a pay as you go phone from the orange store just three weeks short of a year ago. The phone has now died (I've tried a new charger and battery). It is still under warranty - the problem is I've lost the reciept for the phone. It was purchased using my visa card and I've checked the activation date of the sim with orange (it was activated in store by the salesperson). Any ideas what I can do?

sam

drahcir_2

take it back to the store, your visa statement will show purchase date
what phone is it? (often date stamped on the side of the box as well) many service centers dont need reciept as they can check the date of manufacture from the bar code under the battery
if no luck at orange shop, pm me and ill give you some service center addys.btw nokias have an unofficial warrenty of 18 months

MissG_2

I agree with that one, your visa card statment is as good as proof of purchase and can act as a receipt. The IMEI though will only prove to a service centre what date the handset was manufactured and they may need a copy of the visa card statement confirming the purchase date.

Regards

Kelly

samtheman_2

Its a motorola e365. I unfortunately can't find the box either!!!! I know I'm hopeless! Do we know if a visa statement is as valid as a reciept? as I would imagine they may try the usual if you try and take an electrical item back

sam

daveoneil

Hi

Go back to the exact Orange store you got it from and I guarantee you they will have a copy of your receipt on a computer file. Most major stores, especially those dealing in contracts, have that type of system, and may just ask some questions and to see some ID before being absolutely fine with whatever service you require. Visa card statement is a big help too --- I say all of this from the experience of working with mobile phone probs with Currys (a whole board in themselves!)

jonathanl

Right, I work as a branch manager for Orange - this is what you need to do.

Go into your local store, inform the sales person (phone trainer in Orange-speak!) that you bought the phone less than a year ago from an Orange shop, and that it is faulty. Request that they call their retail operations team immediately to get a copy receipt emailed to the store that they can enclose when they send it for repair.
They should send it to a company called TRS, who provide Orange with daily updates as to the progress of repairs.

Whereas they try to get a quick turnaround time, this is not always possible. However they should be able to keep you updated.

samtheman_2

Thanks everyone - I'm going to try this at the weekend - I'll let you all know how it goes. Hopefully it'll be top marks to the orange store.

sam

samtheman_2

Hi went into the Orange Store today. As previously advised by jonathanl above (thanks by the way!!) they can obtain the reciept for me. They are going to contact their operations section and obtain a copy. The problem is that they now want to refer me to motarola to get it repaired. I have pointed out to them that my contract is with them and not motorola. They have advised the warranty is with motarola. Can anyone clear up the law on this - I believe that by buying it from them they have to sort the repair for me? And what do you think I should ask for in compensation for my wasted trip if I am correct?

Don't you just hate it when electricals stores try it on?

thanks
sam

drahcir_2

samtheman wrote:

Hi went into the Orange Store today. As previously advised by jonathanl above (thanks by the way!!) they can obtain the reciept for me. They are going to contact their operations section and obtain a copy. The problem is that they now want to refer me to motarola to get it repaired. I have pointed out to them that my contract is with them and not motorola. They have advised the warranty is with motarola. Can anyone clear up the law on this - I believe that by buying it from them they have to sort the repair for me? And what do you think I should ask for in compensation for my wasted trip if I am correct?

Don't you just hate it when electricals stores try it on?

thanks
sam

i think that is normal with mobiles, they will just send it to a motorola service center, just as they would send a nokia to a nokia service center. i wouldnt worry about it as long as you get them to put a note on that it was reported faulty before the warrenty ran out (in case of a delay)
i always take the faulty phones to my local official repair center (crc) which do most models and dont need a reciept as they can check date of manufacture of the phone

samtheman_2

The problem is they aren't going to send it to a repair centre - they expect me to chase it up with motorola!

sam

Poppy9

They are fobbing you off. You are correct your contract is with them and its upto them to arrange and chase repair. Go prepared with a letter written saying this. Leave the letter with them then go visit your trading standards office.

BTW - proof of purchase does not have to be the original receipt. Copy of cheque stub (and if necessary you can get a copy of the cheque from your bank), credit card slip or bill are all sufficent to be proof of purchase. There is also the matter of the contract activation date. Again this will detail your purchase date as all these systems are like Big Brother