Orange mobile phone insurance

bobh_4

Hi there

Just had an experience that made me really angry. My latest mobile 'phone developed a defect about a month after getting it. Basically the slider for the camera worked itself loose and therefore makes the phone difficult to use as it keeps miving up and down and activating the camera when I'm trying to dial. Anyway I patched it up with sellotape and eventually got round to phoning Orange today. I advised that it was a defect and they said it was "cosmetic" and couldn't replace the 'phone. They did however encourage me to consider whether I might have damaged it by dropping it, in which case they said they could put me back through to their insurance section. I then said, "oh I forgot...I actually dropped my 'phone and damaged it". I was reconnected to their insurance section (whom I'd spoken to first). I was offered a replacement on the Insurance with an "admin" fee of £15 which I reluctantly accepted.

I am annoyed because

a) My 'phone wasn't fit for purpose but they point blank refused to replace it.
b) I have now made an insurance claim which will have to be declared when I apply for any other insurance (e.g. house contents)
c) I had to pay £15 and am out of pocket because I received a defective product.

Surely this is some sort of scam?:mad:


Bob

mauvy

Well... it is very frustrating, true enough. I had similar with a brand new Three phone when the thing just died on me. They insisted it was sent back for diagnosis, despite the fact it was only two weeks old. I don't see why that should happen when it's a new electrical product, it's under warranty...

Which brings me on to yours... Where did you buy it? If you got it from a high street shop then you're entitled to take it back just like any other faulty goods.

If you bought it from Orange online, it's still covered by the manufacturer's warranty and they're (Orange) duty bound to have a look at it and repair/replace it.

I think, if you haven't paid your £15, you should push them again and take them to task on this. Let us know how you get on.

Lyndon.

daggin68_2

bobh wrote:

Hi there

Just had an experience that made me really angry. My latest mobile 'phone developed a defect about a month after getting it. Basically the slider for the camera worked itself loose and therefore makes the phone difficult to use as it keeps miving up and down and activating the camera when I'm trying to dial. Anyway I patched it up with sellotape and eventually got round to phoning Orange today. I advised that it was a defect and they said it was "cosmetic" and couldn't replace the 'phone. They did however encourage me to consider whether I might have damaged it by dropping it, in which case they said they could put me back through to their insurance section. I then said, "oh I forgot...I actually dropped my 'phone and damaged it". I was reconnected to their insurance section (whom I'd spoken to first). I was offered a replacement on the Insurance with an "admin" fee of £15 which I reluctantly accepted.

I am annoyed because

a) My 'phone wasn't fit for purpose but they point blank refused to replace it.
b) I have now made an insurance claim which will have to be declared when I apply for any other insurance (e.g. house contents)
c) I had to pay £15 and am out of pocket because I received a defective product.

Surely this is some sort of scam?:mad:


Bob

Hi, I work for Orange so can answer a little for you.

The £15 admin fee comes into play when its not warranty, ie you damaged it, you lost it ect.
This fee is waived in the first 6 months if deemed to be a warranty defect. You have declared it none warranty , not much can be done about this now.

If you purchased it from an orange retail you can take it back to them and ask its sent back to SonyE for repair if covered by warranty again there will be no charge but you will be without phone unless you agree to a loan phone of £50 depoist

Got loads more info on this but i dont want to appear to be rambaling on first post!!

jamstaruk

hi you phone would be covered by maker and as it developed a fault would be fixed for free(even on a contract where you didnt pay for phone)as for the insurance i dont think you have to declare phone claims tho i could be wrong