Orange poor customer care

Bakerwe3

My mother in law purchased a cheap phone with orange under a 24 month contract. One year into the contract and the phone is broken. Sony say that it's water damage so that invalid the warranty. Orange refuse to replace the handset even though its a cheap phone. My mother in law has been told to go and buy a new phone. Is this correct. Can companies do this? Should they not replace the handset or cancel the contract.

grumbler

Although "water damage" is a common excuse for refusing to repair/replace a phone under warranty, it is impossible to say if it is the case with your mother in law. Expensive phones have special indicators, but I don't know about the cheap ones.

Neither warranty no SOGA covers phones accidentally damaged by customers.

As a side note, what was the point in buying a cheap phone on a 24-month contract? This makes no sense to me.

simax

Section 14.1 of the Network Terms and Conditions;

"Your handset is not part of your contract"

Game over.

scheming_gypsy

it's not poor customer service if your mum drowns her phone.

jb66

I've just, erm, drowned my iPhone, can I get a new one please LOLOLOL

TagEHeuer

Hi Baker,

Sorry about the other unhelpful posts people have posted before me, it seems because you're new and ask a question, they feel they can post useless crap about it.

Indeed they can refuse to replace the phone, with orange you have to buy Orange Care @ £12.50/month on top of your contract, this will then protect you from accidental damage, etc. I had it, dropped it once in water, they replaced it. Also smashed it, they replaced it, etc.

Sorry again.

Bakerwe3

Thank you WillEH for your response. What's interesting is that the phone has not been near water. It's switch on ok it's just doesn't work when open slider. And and your right the other response are rubbish. If people have not got anything to do with there time that to post unusefull comments get a life people.

Guys_Dad

WillEH wrote: »

Hi Baker,

Sorry about the other unhelpful posts people have posted before me, it seems because you're new and ask a question, they feel they can post useless crap about it.

Indeed they can refuse to replace the phone, with orange you have to buy Orange Care @ £12.50/month on top of your contract, this will then protect you from accidental damage, etc. I had it, dropped it once in water, they replaced it. Also smashed it, they replaced it, etc.

Sorry again.

I applaud your attempt to be helpful. However your solution is not cost effective.

OP wrote "My mother in law purchased a cheap phone with orange under a 24 month contract. One year into the contract and the phone is broken.".

Your solution would have cost her £150 in Insurance. Not a cost-saving answer, is it?

I have often posted that I believe that too many broken phone claims are rejected under "water damage". However, it is not poor service if a phone has genuine owner induced damage as against manufacturing faults and the vendor says "No".

Cheap handsets, including mandatory top up, are available from under £20 which is a cheaper solution than your insurance option.

So, before you slag off other posters, just think if your contribution, however good intentioned, makes any commercial sense whatsoever and, if followed, would actually cost OP more money and is less helpful than the other posts you have slagged off, with the exception of jb66.

Bakerwe3

As an accountant I am well aware of cost effectiveness. My mother in law has never had a phone contract before. And when she went into orange to buy a phone she got rip off with poor contract and a rubbish phone. Now the phone has so called water damage even thou it's never been near water.

I don't advice from people stating the obvious I just what to see if there are any consumer laws or anything that I should be aware of.

Guys_Dad

Bakerwe3 wrote: »

I don't advice from people stating the obvious I just what to see if there are any consumer laws or anything that I should be aware of.

1. Sale of Goods Act is where you go.

2. Take a few minutes and search this forum. There are lots of similar threads and you may wish to read them. You won't find any advice that will suggest that you can cancel any contract or that you can get the handset replaced under the circumstances you outline.

2. You are free to get an independent inspection on the handset and, if it was a £500 handset, it might be worth it.

You are an accountant, so you understand about writing off debts and evaluating when the hassle exceeds the return. Your mother in law is still able to get the balance of her service contract for a pretty minimal outlay of £20 to replace her damaged handset, so zero chance of cancelling.

Guys_Dad

Bakerwe3 wrote: »

And and your right the other response are rubbish. If people have not got anything to do with there time that to post unusefull comments get a life people.

Actually, the other posts are NOT rubbish in their message. The words could have been better, I concede.

Post #2 was helpful and you thanked grumbler.

Post #3 answered your question about cancelling the contract.

Post #4 is 100% correct.

Post #5 is, I concede, sarcastic but makes a valid point under sarcasm

Post #6 actually, is the least helpful as it contains money-wasting advice and "shut the stable door after the horse has bolted" advice, but as it is sympathetic to you, it gets your thanks.

So, all this proves if you tell people what they don't want to hear, however accurate, expect it to be thrown in your face.

If what you want is sympathy rather than honest accurate answers, albeit a little short, then write to a Women's Magazine agony column.