What Are My Rights? - Orange

DarkPand0r

PLEASE NOTE, I HAVE RESOLVED THIS!

I have a lot of experience & knowledge with mobile phones (LG Trainer in a previous life.... What fun) and generally know my phones inside and out, but I've come across a fork in the road regarding a new contract I've taken out

I've recently purchased a Samsung Galaxy Note on Orange Which contains "Orange Swappables", honestly... Its the reason I bought the contract with Orange, I loved the phone... but I wanted the swappables (Deezer music service for free at an RRP of £10 per month!!!)
Unfortunately, after I purchased the phone... I ran in to troubles.

It would only allow me to choose two swappables, these being:
- Russel Grant Astrology
- Play Games

So I lovingly phoned Orange and complained, they told me they'd fix it... Text Swappables to 247 and wahay, I've got music for free (THE LEGAL WAY!).
Oh no.... Now I can only choose Russel Grant Astrology (:rotfl:) and after another phone call I've been told my issue is with phones 4 u.

They've now spent two weeks trying to fix this after NUMEROUS (about 24 after the constant lack of help..) attempts today I was connected to a conference call with Orange + Phones 4 u, Orange have now insisted that my phone is NOT compatible with swappables what so ever, and P4u should not be advertising as such.... (from a hardware/software perspective, this is bull crap... it should work fine)

Phones 4 u are now going to contact me tomorrow after speaking to the Orange national account manager in regards to where to go next.

I have offered them three solutions (which I think are fair)
1. They fix the issue and I get the swappables
2. I cancel my contract immediately
3. They reduce my contract by £10 a month so I can purchase Deezer's service seperately....

The problem is, I've been told by them I cannot cancel the contract as its been over 14 days.... To which I believe I've been miss sold or even breach of contract.

The problem however, lies with this.

At the bottom of the swappables page (a seperate page detailing the swappables) insert it says "Compatible phones only"

Am I within my legal right to do ANYTHING?! I'm worried that I've been duped into a contract where I can't get the services I was offered with the contract.... Help!!

latecomer

if it was sold as coming with 2 Swappables then you have every right to expect that. If it cant be provided then you should be able to cancel or alternatively be given an alternative phone which is capable.

Regarding your 3rd option presumably if the phone isn't capable of running the music service then surely getting a £10 discount wont change anything.

DarkPand0r

Okay... So I've actually managed to get it to work.

Heres a tip for anyone with an Android phone without the ability to get Swappables.

1. Open Internet Explorer
2. Type in About:Useragent
3. Select "Samsung Galaxy S"
4. Visit orange world website
5. Select your swappables!

The problem isn't that the Swappables aren't compatible, its more that the Orange World website doesn't have the N7000 as a compatible device, as the Galaxy S is a registered Swappable phone, it will work perfectly

JJ_Egan

Russel Grant Astrology

He should have forecast that .

jje

sidkid96

I also recently took out a 24month Panther contract with a Galaxy Note. I contacted Orange for help in receiving my swappable only to be told that there is a problem with the Orange software and that it may (only may) be resolved next month for the Galaxy Note. I was offered £10 off my next bill and told to phone back next month. The Orange Site is still showing a swappables page where it states that the Galaxy Note IS compatible with swappables and that there are 11 swappables available for the Galaxy Note. This is simply untrue. I think I've been mis-sold my contract.

grumbler

See a similar recent thread: Right to Cancel Orange Mobile contract?