Orange poor customer care

simax

WillEH wrote: »

with orange you have to buy Orange Care @ £12.50/month on top of your contract

Incorrect.

£6/month for handsets except iPhone
£12/month for iPhone
£15/month for tablets

melanieconway

Hello

My advice, which I think has been suggested above (at least in part) would be too get a cheap payg phone from say Tesco (my son's cost £12) and get it unlocked (about£10) then at least your MIL is not losing out on her contract. That keeps her communicative at least.

On the side you could pursue under the Sale of Goods Act as above. I'm no techie but I think they'd find it hard to prove water damage on a cheap mobile. Also check out your house insurance. If you have v low excess and your premium increase won't bother you it might be worth claiming there.

Hope that helps.

Oh and for the record I would never touch orange with a bargepole again. I'm on my 3rd stupid excuse for an iPhone inside of 1.5 years and they have yet to give me any of the 6 promised callbacks.

grumbler

CPW and daughter companies sell the phones normally cheaper than tesco and they are unlocked.
IIRC, the cheapest is £3+£10.

melanieconway

And possibly threaten to report the phone to trading standards lol. That might make the manufacturer move.

Naf

Bakerwe3 wrote: »

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.

You'd be surprised how little can cause water damage, although in the most rare and remote of circumstances. Because of this, it's often used as an excuse, as pointed out above.

Guys_Dad wrote: »

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.

It didn't come across to me as a solution as such, rather pointing out the only way that you can get Orange to fix a customer damaged handset is with the Orange Care insurance. I didn't see anywhere him suggesting this was the solution.

melanieconway wrote: »

On the side you could pursue under the Sale of Goods Act as above. I'm no techie but I think they'd find it hard to prove water damage on a cheap mobile. Also check out your house insurance. If you have v low excess and your premium increase won't bother you it might be worth claiming there.

Hope that helps.

Phones purchased with a contract aren't covered under the SOGA, it's the Supply of Goods and Services act. Although I believe the cover for the goods is similar.
OP: you (or MIL) need to prove the phone has a manufacturing fault; and getting it inspected to do this will cost you (I suspect in the region of £50) and you'll only get this back if your inspection proves there isn't water damage. Otherwise their inspection will stand, and if your inspection finds water damage too, then you'll just be further out of pocket.
You can get a cheap PAYG (as pointed out above) for less than £30 including mandatory top-up. And cheaper if you're prepared to take an older handset from eBay (a lot of the older handsets are very hard wearing and long lasting). I'd suggest this as your solution... you're unlikely to get anywhere if you can't prove no water damage.

Naf

melanieconway wrote: »

Oh and for the record I would never touch orange with a bargepole again. I'm on my 3rd stupid excuse for an iPhone inside of 1.5 years and they have yet to give me any of the 6 promised callbacks.

Orange NEVER call back, its a nightmare. Push the rep on the phone hard enough (citing the number of callbacks they have failed to give you) and you'll sometimes manage to get a manager. Failing that, get onto the executive office (executive.office@orange.co.uk) they'll try and fob you off back to the phone (citing that their complaints procedure is to talk to an agent, who will refer you to a manager if they believe its warranted, who can then escalate if necessary), but I emailed back pointing out that these call backs never happen, and nothing ever gets done over the phone so I refused to use it - in addition there is no record by phone, they backed down and dealt with my complaint.

Guys_Dad

melanieconway wrote: »

And possibly threaten to report the phone to trading standards lol. That might make the manufacturer move.

In your dreams! :rotfl::rotfl::rotfl::rotfl:

Why can some people not accept that handsets that pack in may - just may - be the result of user damage/negligence?

Unless OP has the technical ability to diagnose the fault or gets an independent expert to do that, then any court , Trading Standards will accept the word of the Sony repair centre's experts. And all cheap or otherwise mobiles I have had have had water indicators.

This is supposed to be a sensible consumer help forum.

drbesty

It's a cheap phone, it broke, these things happen, get over it and buy another one, just because it's cheap it doesn't mean Orange should replace it

TagEHeuer

simax wrote: »

Incorrect.

£6/month for handsets except iPhone
£12/month for iPhone
£15/month for tablets

Sorry, I had mine for £12.00, down from £12.50. Little mistake.

Guys_Dad wrote: »

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.

Regardless, the other posters were unhelpful, and just annoying. Which seems to be the trend on this forum. Lot's of threads made about posters being rude to newer users.

All I did was suggest in the future he can get insurance on a phone. It's up to him to take my advice or not. Just a general tip..

MissKeith

The posters were helpful but blunt. You were nice yet unhelpful. Ultimately, I wonder which advice works best in the long run. Hmm.

OP, in future if you have a cheap phone, it's cheaper to buy another if it breaks than it is to insure it. The above advise will only waste you money and not save it.