BB handset fault - Orange

gillypkk

i have the blackberry 9800 torch on orange. got the handset in jan and all was well till about 4 weeks ago when i was struggling to hear anyone who called me.

i rang orange (from my landline coz it was so bad i couldnt hear the "press 1 for,,," options) and they did a few "diagnostics" and had me try different things including changing the sim card over into another handset which solved the problem. i was issued a new handset that was delivered the very next day.

now the replacement handset has developed the same fault but this time i do not want another BB coz i dont want to risk the same thing happeneing on a 3rd handset! but orange wont help at all.

she thinks that it might be because my sim card is registered to a lampost mast that is facing out to sea?! ( i live on the coast) but no one else in my area on orange has had this problem. she then said before she could do anything else i needed to leave my postcode area and try my phone 3-5 times over a couple of days then report back to them if i have had the same problem with distorted audio and if i have someone with me who is on orange who can also make a few calls at the same times as me then that would allow them to investiage further.

now i dont think i should have to inconvenience myself to "test" their masts. i cannot just up and b***r off for a few days as i dont have the money to do that for no reason except to make a few calls and i dont have the means to do that as i dont have a vehicle.

i tried to explain this to her but she just repeated that i would need to make the calls out of the area before anyone could do anything and credited me money to my account for the next month which is how long i think it will be before i get out of range of the "problem" mast.

anyone any suggestions as to what i can do? not at all happy with their serivce yet any time in the previous 9 years i have been with them (ive bounced between t-mobile, orange and voda) they have been the ones with the best customer service IMO.

gillypkk

anyone know where i stand re consumer rights? please.

gjchester

gillypkk wrote: »

anyone know where i stand re consumer rights? please.

You have a right to a repair or replacment at the vendors discression. You can ask for a refund or different model but there is no legal right to one. Orange are willing to replace the phone with one of the same

All networks will not guarantee coverage in all areas and certainly not indoors, there are too many potential issues with building structures and materials. All networks have mast issues and masts can fail at any time.

This is in the T&C you signed so theres not a lot or room, however you an try asking the Orange Executive office (email address is on here if you search) but at the end of the day it's a goodwill gesture.

oopsadaisydoddle

I would reiterate what PP have said but would also say that they ask you to do these tests to find out whether it is the network or the handset that is at fault. If it is the network then replacing the handset isn't going to make any difference.

In theory they could just send you out a new phone but if the network is the issue, you'll be phoning up in a few days saying the same thing.

That said, based on your previously issue, it does sound like the phone that's at fault but the tests will help determine for sure. If you're that convinced that it is the handset, I'd say to phone them back and tell them you've done those things and it all points to the handset in which case, they should replace the phone. Bear in mind however they will only replace like for like. There are certain situations where they can offer a different model but even if you were elginle for that, it would be a system choice not something you can pick.

gillypkk

gjchester wrote: »

You have a right to a repair or replacment at the vendors discression. You can ask for a refund or different model but there is no legal right to one. Orange are willing to replace the phone with one of the same

All networks will not guarantee coverage in all areas and certainly not indoors, there are too many potential issues with building structures and materials. All networks have mast issues and masts can fail at any time.

This is in the T&C you signed so theres not a lot or room, however you an try asking the Orange Executive office (email address is on here if you search) but at the end of the day it's a goodwill gesture.

no they are not willing to do anything untill i leave the area and make several calls over a few days which is totally unreasonable.

surely if its the network that is at fault then others would be having the same issue but if its just me then it must be my handset?

oopsadaisydoddle

You'd think that would be the case but as I said in my pp, they do like to check first so they don't send another phone only for it not to make a difference.

If I were you, I'd just try phoning and saying you've done it and you still had the issues..that's the only way I think you can try and get round it.

gillypkk

oopsadaisydoddle wrote: »

You'd think that would be the case but as I said in my pp, they do like to check first so they don't send another phone only for it not to make a difference.

If I were you, I'd just try phoning and saying you've done it and you still had the issues..that's the only way I think you can try and get round it.

but they would know i was lying coz the calls wouldnt show.

i called consumer direct and they have said orange are in breach of contract and making unreasonable requests of me and ive to follow oranges complaints procedure.

fired off an email today coz thats quicker than letter and if need be ill send a copy of the email in letter form recorded.

Orange_Company_Representative

Hi gillypkk

If your phone was diagnosed as faulty, we would certainly replace this for you. From your post it sounds like we are unsure if your phone is at fault or if the problems you describe may be a network related issue. Based on this, I can understand why we may have asked if you experience the same problems outside of your local area.

I'm sorry if this may be inconvenient for you and I can completely understand your point of view. If you are not happy with the response you have received from our Customer Service Helpdesk so far, I would advise to call again and request to escalate your issue to a Customer Service Team Leader.

I hope this helps!

^Darren_OrangeHelpers

gillypkk

i agreed to take a 3rd BB Torch handset and ive had it just over a week and low and behold this one is faulty too!!

not the same fault as the other 2 mind you but the faults with the call quality didnt occur till after 2 weeks with handset 2 and a couple months with handset 1.

waiting for the manager to call me on thurs as she is off today. the guy in tech said about arranging a 4th handset to be sent out once he diagnosed the fault but i was told if there was a fault i had to be referred back to the manager for her to deal with.

getting sick fed up now. had the contact since Jan and only had a fully working handset for the first 2 months or so.

Guys_Dad

gillypkk wrote: »

i agreed to take a 3rd BB Torch handset and ive had it just over a week and low and behold this one is faulty too!!

not the same fault as the other 2 mind you but the faults with the call quality didnt occur till after 2 weeks with handset 2 and a couple months with handset 1.

waiting for the manager to call me on thurs as she is off today. the guy in tech said about arranging a 4th handset to be sent out once he diagnosed the fault but i was told if there was a fault i had to be referred back to the manager for her to deal with.

getting sick fed up now. had the contact since Jan and only had a fully working handset for the first 2 months or so.

Genuine question - have you had any handsets that do work on this network where you now live?

Were they smartphones?

gillypkk

Guys_Dad wrote: »

Genuine question - have you had any handsets that do work on this network where you now live?

Were they smartphones?

yes ive had a sony erricson w9something
a Lg cookie and
ans iPhone 3gs all without problems.

its just since i got the BBthere was problems with call quality on the first 2 and now the locking up and crashing of the 3rd handse. the 1st one locked up frequently but this latrest one does it constantly! 6 times yesterday it locked up and i needed to take the battery out and reset.

done a hard reset (phone crashed 1st time during setup the day i got it delivered so was pretty pointless but did it all the same) updated software etc....