Orange won't replace a faulty phone

richardbroadstairs

I recently purchased an iPhone 4s through an Orange shop which developed a fault whereby it will not power off. I registered the fault with the prescribed 14 day period from date of purchase and went through all the required procedures whith a recommendation from Apple that I take the phone back for a new one. At the shop I was informed that there was no stock available anywhere and none would be available for two weeks, taking me over an extended period of 21 days for exchange at the shop. So let me get this right. I have a faulty phone but am refused an exchange by Orange because no stock is available until after a time period set by Apple, the supplier of the faulty phone. I the customer am penalised because the supplier cannot get stock to the shops. Surely this cannot be right! Any thoughts please.

grumbler

I don't know what "14 day period" you mean.
As a retailer Orange must repair or replace your phone during much longer period.
They have to do this within 'reasonable' time, but I don't think that they will be able to repair it much faster than 2 weeks if you insist.
So you have two options:

• force Orange to repair/replace it and wait,
• contact Apple directly. They are known to replace faulty phones in their stores.

Know your consumer rights and how to use them

richardbroadstairs

14 days is a period set by Apple whereby Orange are not permitted to repair/replace a phone outside this time. Apparently it has to be dealt with by Apple.

grumbler

richardbroadstairs wrote: »

14 days is a period set by Apple whereby Orange are not permitted to repair/replace a phone outside this time. Apparently it has to be dealt with by Apple.

Any agreements between Orange and Appe is their business, not yours. Your deal was with Orange and it is regulated by the law. Orange must take the faulty phone from you and repair/replace within reasonable time. It's their problem how to do this: themselves or by sending the phone to Apple.

MissKeith

richardbroadstairs wrote: »

14 days is a period set by Apple whereby Orange are not permitted to repair/replace a phone outside this time. Apparently it has to be dealt with by Apple.

I'm sick of hearing this utter twaddle from Orange. Yes, Apple will not allow any other dealer to repair their devices however by the SOGA, the retailer has a legal obligation to repair/replace your device. I don't understand what is stopping Orange from providing a courier service to take it to Apple on their behalf. All this "Apple doesn't allow us" stuff is complete tripe!

OP, this is a toughie. I'd be pressing Orange to try and locate a replacement for you. If they don't have the stock it's a tough one... Hm legally Orange have to repair or replace your device but due to stock, it probably would be quicker to take it to Apple.

gas4you

All this has now changed. Orange can and will now take in Apple phones for repair, unlike before.

NFH

MissKeith wrote: »

I don't understand what is stopping Orange from providing a courier service to take it to Apple on their behalf. All this "Apple doesn't allow us" stuff is complete tripe!

Orange effectively does this. When you phone Orange to report a faulty iPhone, Orange puts your call through to Apple who then arrange a courier. Apple acts an an agent of Orange to carry out the repair.

gjchester

richardbroadstairs wrote: »

I recently purchased an iPhone 4s through an Orange shop which developed a fault whereby it will not power off. I registered the fault with the prescribed 14 day period from date of purchase and went through all the required procedures whith a recommendation from Apple that I take the phone back for a new one.

First bear in mind your not being refused a repair just there are no spares in the chain at Orange, thats not the same as if they refused to repair it, however why not just go direct to Apple?

Although the retailer has the obligation to replace/repair it Apple are very pro active and you'll get one extremly fast throught them. If you do it via a Genius bar appointment in a store you'll probably get a replacment there and then.

It's extremly unlikely any 4s's will have been refurbed and you should get a new one.

boxst

There is a stock shortage at the moment, as long as you have registered the problem it will be replaced.

If you are not happy with that, ask for your money back on the phone? Or give the phone back and ask to 'borrow' a different one until your new 4S comes into stock?

Steve

carehappy

apple replace my faulty iphone just before the warranty expired because of a switch being funny, no questions they just sent a box and someone picked it up was back in a few days brand new phone

NFH

Zak.s wrote: »

apple replace my faulty iphone just before the warranty expired because of a switch being funny, no questions they just sent a box and someone picked it up was back in a few days brand new phone

Why do you believe it was brand new? If the replacement arrived in a different box from the normal sealed box in which brand new phones are supplied, then your replacement was almost certainly manufactured using recycled parts from returned faulty phones, i.e. not brand new.