Orange - Faulty Phone - Fobbed off

lmanthorpe

I have 2 mobiles on one account with Orange. After a week of what I can only describe as pure hell with 15 calls totally over 3 1/2 hours to orange I finally get a resulation by logging a complaint with ofcom. Roll forward 4 days when my 2nd phone devlops a fault. I have had the phone 9 months and the touch screen is mainly black you can only see the very top. I phone orange as it is on a 24month contract to be told, not our problem you have to deal with the manufacturers direct or you can pay £xx and we send you a new one tomorrow.

I understood that any faulty equipment is the responsibility of the retailer - whether purchased or free with the contract but Orange say, they only deal with 6 months then you have to negotiate with Nokia ( The manufacturer). How can 6 months be fit for purpose for any mobile phone or espically when you are on a 24 month contract. I emailed the chief executives department as the thought of speaking to their customer services again actaully makes me shake and feel ill, and the pleasant young man I spoke to the previous week called me today ( 7 days after email) and explained the same again.

Surely this isnt right.

Can anyone advise me please

Guys_Dad

Your understanding of the Sale of Goods Act is correct.

My advice to you would be to write to their Chief Exec's office, explaining the situation and demanding a written reply as to how to get the phone examined as you believe it to be faulty.

Say that you have been told that Orange who sold you the phone are washing their hands of the problem and you want a reply in writing so that you can send a complaint to the Trading Standards.

You might also like to read the following thread https://forums.moneysavingexpert.com/discussion/3013472 particularly with reference to the Orange rep's reply and post #21

gas4you

Have you a local Nokia repair centre where you live?

Luckily I do and they do all the warranty repairs for Nokias there. All you have to do is take proof of purchase into the centre to obtain the warranty fix.

Failing that, Orange should take it in and send it off for repair. It won't go to Nokia, but to an approved service agent. Probably be away about 7-10 days.