Carphone Warehouse/Orange complaint

alison11

Hi there,

about this time last year I came up to the point in my contract with Orange where I was able to upgrade so I went into Carphone Warehouse to see what my options were and ended up getting a new phone and slightly changing my contract to a package that was cheaper but stayed with Orange. The salesperson in Carphone Warehouse suggested that I take out their geeksquad insurance at £7.99 a month, at the time I thought that was a good idea so decided to take that out.

However, I noticed in my bills from Orange that I am still paying their insurance AND have been paying the geeksquad insurance. At no point was I advised to cancel the Orange insurance and (stupidly) assumed that by offering me theirs that CPW would cancel it.

I am so annoyed with myself for not noticing sooner and I'm wondering if I have any comeback with the Carphone Warehouse. Orange are saying that CPW should have canceled it at the time as they would have to contact Orange about changing my contract and CPW are saying that they aren't able to see what I already have on my contract. CPW are also saying that as my Orange insurance was for a previous handset that they wouldn't have actually honoured any claim on my new handset and that I should take this up with them.

Also, when I phoned to cancel the Orange insurance they asked me if I wanted my off peak data roaming removed from my contract aswell - this had been part of my previous package and I have been paying £5 a month for it without realising that I didn't actually need it because the CPW contract covers it anyway. Because I was getting a new contract rate of £25 a month I thought that it was basically like me taking out a new contract and that all the previous services would be canceled if that makes sense.

As I said, I am annoyed with myself for not dealing with it sooner but unfortunately life got in the way and this wasn't my top priority. I just feel as though I have been mis-sold things that I did not need and wonder if I have any comeback from this?

Thanks for any help, it is much appreciated!

grumbler

alison11 wrote: »

Orange are saying that CPW should have canceled it at the time

CPW cannot cancel your insurance

CPW are saying that they aren't able to see what I already have on my contract.

This sounds plausible.

CPW are also saying that as my Orange insurance was for a previous handset that they wouldn't have actually honoured any claim on my new handset and that I should take this up with them.

This is correct. However, it is difficult, if not impossible to prove that you were not using the previous handset with, say, some other sim card. The policy covers the handset, not the contract.

drbesty

CPW can't cancel your Orange insurance, they also wouldnt have know that it was on your account. However Orange would have to honour any claim you made on the new handset as you'd been paying your insurance premium

grumbler

drbesty wrote: »

...However Orange would have to honour any claim you made on the new handset as you'd been paying your insurance premium

I am not sure that this is that simple:

How to change the mobile device on cover

If you purchase a new mobile device and want to transfer cover, please contact us immediately on your Customer Number to update your details.
You can transfer cover to any Orange branded mobile device but this must be agreed by us in advance of the cover transferring.
Only the registered mobile device is covered and only one mobile device can be covered at any one time. It is your responsibility to ensure that this policy continues to meet your needs.

http://www1.orange.co.uk/mobileterms/Orange-Care-terms-010910.pdf

alison11

Thanks for the replies, I think I'll just have to learn from it and at least I'm not being charged for it anymore which is something! I just wanted to get an idea if it was worth complaining about and if it would actually get me anywhere.

Thanks again!