Orange - Faulty BB, different model offered

vickster*arsenal

Hi, just wondered if someone could give me a bit of advice please...

I upgraded with Orange about 6 months ago to a Blackberry Torch 9800. After a while I had problems with it and about 2 months ago it was deemed faulty and replaced. The new handset was also faulty and was replaced last month. Now I'm also having the same problems with the 3rd handset.... :mad:

I've phoned Orange and they agree the phone is faulty and they will replace it. I asked about a different model replacement and they advised I could have the Blackberry Torch 9860. Whilst I appreciate they are happy to do this, I don't consider it to be a "fair" replacement for the 9800.
The 9800 is touch screen, but it also has the slide out keyboard, which I use a lot. I've tried using the touch screen for texting etc, but I still find it so much quicker with the physical keyboard.
The 9860 they've offered me is totally touch screen, and I'm not sure I would like it. There is no option to return it if I don't like it.
I asked if I could have the 9900 Bold instead but was told computer says no... Unlike other people, I don't seem to have been offered one of 3 alternatives.

I really don't want the 9800 again (although they offered £10 credit to my account if I do have this, for the inconvenience I've suffered). I'd be happy with the 9900 as my partner has this phone and I like it.
If it makes any difference, I did pay towards the original 9800, it wasn't free...

Does anyone know if there is anything I can do to try and get the 9900 Bold? Appreciate any advice! Thanks

MissKeith

Nothing to be honest. You aren't entitled to it legally, nor are you entitled to the 9860. Orange are obligated to offer you a repair or replacement like-for-like so them offering you any kind of alternative is purely a goodwill gesture. You could always take the replacement, sell it and put the money towards buying the model you want.

gjchester

vickster*arsenal wrote: »

Hi, just wondered if someone could give me a bit of advice please...

I upgraded with Orange about 6 months ago to a Blackberry Torch 9800. After a while I had problems with it and about 2 months ago it was deemed faulty and replaced. The new handset was also faulty and was replaced last month. Now I'm also having the same problems with the 3rd handset.... :mad:

I've phoned Orange and they agree the phone is faulty and they will replace it. I asked about a different model replacement and they advised I could have the Blackberry Torch 9860. Whilst I appreciate they are happy to do this, I don't consider it to be a "fair" replacement for the 9800.

Legally Orange only have to offer a repair or replacment, the Bold is a differnt line to the torch so if your not offeredf it you have no right to insist on it.

What you consider fair unfortunatly does not come into it.

Guys_Dad

You should be entitled to a similar handset - i.e. one with touch and slide keyboard as that is what you agreed to in contract.

Try to talk to a CS - female - with long nails and see if she is sympathetic!

vickster*arsenal

Guys_Dad wrote: »

You should be entitled to a similar handset - i.e. one with touch and slide keyboard as that is what you agreed to in contract.

Try to talk to a CS - female - with long nails and see if she is sympathetic!

Thanks Guys Dad, I guess I'll keep trying - last twice I've got thru to an Indian call centre and they don't seem to be as helpful as the UK call centre I first spoke to...

Imperfect_One

Don't give up. I had same problem with bb 9780 which could not be replaced and eventually I was offered the option of returning the handset to be taken out of contract; so that I could either leave or look at upgrades, therefore I did this.

Being now out of contract and eligible for upgrade, I have now been advised by orange to leave and was given my PAC code as they can't offer similar deal or anything that is fair value like they suggested.

I double checked with retentions today what my options were before I give PAC to another network. The agent discussed SIM only and Handset offers with me and also acknowledged that they are no match for, or even an quarter of what I signed up for (and have ended up in this situation through no fault or making on my part) and it would cost me more/almost as much as my I originally contracted for (however, that contract was with the 9780 handset and extra minutea etc.)

She then offered me £150 credit to my account if I let them put me back in the original contract and said they would apply all the original features/discounts of the contract too. However, then pointed out that this was still not a good option as I would still be without handset and the same buyout costs or covering the cost of a handset and £150 wouldn't even be half of a 9780. I have now given my PAC to a provider I already have a contract with to keep the number (easier to remember) and once processed will have left Orange. The lack of a working My Account system and no sign of Orange resolving this helped me decide between my options.

My advice keep at them, tell them off when they don't return calls and explain how much each phone is worth to buy upfront etc so they can see and understand how different it is to what you signed up for. I hope you get a fair resolution/some realistic choices.

vickster*arsenal

Imperfect_One wrote: »

Don't give up. I had same problem with bb 9780 which could not be replaced and eventually I was offered the option of returning the handset to be taken out of contract; so that I could either leave or look at upgrades, therefore I did this.

Being now out of contract and eligible for upgrade, I have now been advised by orange to leave and was given my PAC code as they can't offer similar deal or anything that is fair value like they suggested.

I double checked with retentions today what my options were before I give PAC to another network. The agent discussed SIM only and Handset offers with me and also acknowledged that they are no match for, or even an quarter of what I signed up for (and have ended up in this situation through no fault or making on my part) and it would cost me more/almost as much as my I originally contracted for (however, that contract was with the 9780 handset and extra minutea etc.)

She then offered me £150 credit to my account if I let them put me back in the original contract and said they would apply all the original features/discounts of the contract too. However, then pointed out that this was still not a good option as I would still be without handset and the same buyout costs or covering the cost of a handset and £150 wouldn't even be half of a 9780. I have now given my PAC to a provider I already have a contract with to keep the number (easier to remember) and once processed will have left Orange. The lack of a working My Account system and no sign of Orange resolving this helped me decide between my options.

My advice keep at them, tell them off when they don't return calls and explain how much each phone is worth to buy upfront etc so they can see and understand how different it is to what you signed up for. I hope you get a fair resolution/some realistic choices.

Thanks for your comments, I'm going to give them another call tomorrow if I get chance...

Were you out of contract when you had the problems?

How come they couldn't offer you a decent deal? Were you on an amazing deal already??

vickster*arsenal

I just decided to check my account online before calling Orange again, didn't expect to be able to log on because of the issues mentioned on other threads, but I got on 1st time....

And I'm glad I did - they've only charged me a £15 Orange Care admin fee on my last 2 bills for replacing the faulty phone!!! At no point have they said the replacement was done through Orange Care, I understood it was under warranty - surely they should have to make this clear in the phone calls?

I remember I even stated this to them the first time in the text message feedback survey as I was surprised it hadn't been mentioned (grrrr, I knew I should't have deleted the text message last week!)

Just tried to call them, but hung up after 10mins on hold, so I'll try again tomorrow.

Imperfect_One

Hi. In answer to your question, I was only 6 months into 24 month contact when taken out of contact. If you pm me I can give you the extension numbers of any agents I dealt with during the months that were more helpful than others along the way.

vickster*arsenal

Didn't get anywhere with Orange this morning - they insist they are right to charge the admin fee even though the phone is within warranty, and also insist the 9860 torch is a like for like replacement for the 9800.........
I haven't agreed to anything yet, so just deciding on the next step and how to progress it from here. I did ask for an email address to contact them, but was just told to use the feedback option on their website!!