Faulty phone

sodajazz

I won't bore you with all the details but in a nutshell :

Bought a Motorola Flip for son xmas prezzie, develops a fault orange agree to replace handset .. said handset develops exactly the same fault, once again orange agree to replace handset .... said handset develops same fault (keeps crashing and overheating, battery running out after 1hr)

At this point my son has lost all faith in the phone. Orange now say 2 choices on offer thae same replacement handset or a new similar spec phone .. xperia 10 mini ... so took new phone..

Took delivery on Thursday oh imagine our joy when it didnt work.. tried charging it .. came on for 10 mins then crashed never worked since.

So today been told we can only have replacement xperia 10 mini or take shop trade in value which stands at around £30.

As far as Orange is concerned they only do this as a good will gesture they do not have to keep replacing the handsets and if I am unhappy with the phone the I should take it further with Sony, I did all the usual MSE thing quoted sale of goods act etc but orange are digging their heels in, if they have to keep replacing the handset every month for the next 18 months then they will.

Flyboy152

First of all, your contract is with Orange, not Sony. It is their responsibility to deal with your issue. Secondly, their terms and conditions cannot supersede the Sales of goods Act.

paddyrg

I have to say, you do seem to have had rotten luck - 4 dud phones in a row Just worth checking - were there any other common factors? For instance one particular charger or wall socket, or USB port on the computer?

sodajazz

No not our fault. Orange have agreed that the problems with the motorola are common place and the xperia just didn't work at all.

Have since contacted Orange and it would seem the replacements and alternative are reconditioned... as stated in the terms and conditions.. so you buy a brand new phone and it breaks you get a reconditioned one in its place.. they don't tell you this when they agree to replace it, so you are under the impression its a new phone!!!!

They even told me the sale of goods act only apply to the 1st 28 days of buying goods after that it is the retailers good will gestures that kick in.

Flyboy152

sodajazz wrote: »

No not our fault. Orange have agreed that the problems with the motorola are common place and the xperia just didn't work at all.

Have since contacted Orange and it would seem the replacements and alternative are reconditioned... as stated in the terms and conditions.. so you buy a brand new phone and it breaks you get a reconditioned one in its place.. they don't tell you this when they agree to replace it, so you are under the impression its a new phone!!!!

They even told me the sale of goods act only apply to the 1st 28 days of buying goods after that it is the retailers good will gestures that kick in.

Complete and utter BS. There is no limit on reasonable time, so I have no idea where they got that from. Secondly, it is not at the retailer's "goodwill," it is the law.

Orange_Company_Representative

Hi sodajazz

It sounds like there may have been some confusion regarding our replacement procedures. If you receive a replacement from us and it is found to be faulty within 90 days, we would replace the phone again with another phone of the same type. This is our normal process and is not a goodwill gesture. If you were offered a cash equivalent instead of a replacement, this would be outside of our processes and would be considered a gesture of goodwill.

The 28 day period you mention may have been referring to when we would offer a brand new replacement. If a phone purchased from Orange is found to be faulty within the first 28 days, we would offer a brand new replacement. After this time, any replacement may be reconditioned equipment.

Any replacement stock we send should be free of any errors, so I am sorry if your current Sony Ericsson X10 Mini failed after just ten minutes of use. I would advise to contact our Customer Service Helpdesk and arrange a replacement for this. I would hope that you would not experience any issues with any further replacement you receive.

I hope this helps!

^Darren_OrangeHelpers

gab4wigan

Hi

I have had a Samsung Galaxy with Orange since last year and believe I am now on my 3rd phone and still not having any luck. The latest fault that has developed is with the refurbished handset I've had since April this year. It charges but the battery runs down quickly (6 hours approx) whereas it used to last up to 5 days in my other phone which was replaced. It is overheating even when not on charge but I can't seem to explain to the woman in India that the problem isn't just battery life and I'm not prepared to go out and buy a new battery just to test it out. The previous faults with the screen going off when you are trying to select an option on a call or use voicemail still exists. It also won't let you get past a couple of pages on the internet without failing (I haven't managed to get up to these problems yet - still trying to explain the charging issue). I have orange care and this does not seem to be helping either. I've had enough of this phone now and would happily consider a replacement one with working battery of the same spec if I was offered it. Apparently Maddy is calling me back in half an hour as she has lost all my details. Not very good Good luck to everyone else!