Orange Galaxy Ace broken again Orange told me to go away

Loxy1

My wife's second Galaxy ACE phone has stopped working, you van make one call when you remove and replace the battery and then no more.

Orange have diagnosed a fault with the phone but have told me that as this one is now 8 months old I have to sort it myself.

Apparently its still in warranty with Samsung but trying to get through to them is difficult (poor customer support) and so we are left with a phone that doesn't work.

Surely given that Orange provided the phone as part of their contract they should provide support for this..... certainly won't be re-newing with Orange and to think I was going to buy an Galaxy2 at upgrade time and possibly a samsung tablet... won't touch them now

Anyone have any idea re approach... should we just go to small claims

reclusive46

Loxy1 wrote: »

My wife's second Galaxy ACE phone has stopped working, you van make one call when you remove and replace the battery and then no more.

Orange have diagnosed a fault with the phone but have told me that as this one is now 8 months old I have to sort it myself.

Apparently its still in warranty with Samsung but trying to get through to them is difficult (poor customer support) and so we are left with a phone that doesn't work.

Surely given that Orange provided the phone as part of their contract they should provide support for this..... certainly won't be re-newing with Orange and to think I was going to buy an Galaxy2 at upgrade time and possibly a samsung tablet... won't touch them now

Anyone have any idea re approach... should we just go to small claims

All networks will be exactly the same. Orange are only responsible for the first 6 months. They bought the phone off samsung just like you got the phone off Orange. It should be under Samsung warranty though so try your best and contact them.

Loxy1

My point is that my contract was with Orange, if I go to currys to buy a washing machine I wouldn't expect to go to the manufacturer if it develops a fault within a reasonable time frame.
The argument that the phone was free doesnt seem to stack either, it was part of the contract and is built into the price, it's also directly linked to the contract unlike for example taking a ps3 as a gift.

Fed up of these big firms treating customers so badly

drbesty

All the networks are the same, infant Orange have the best policy on this, they'll replace it inside the first six months, the other networks will tell you to goto the manufacturers after 28 days

chanz4

http://www.samsung.com/uk/support/location/supportServiceLocation.do

PJB

Loxy1 wrote: »

My point is that my contract was with Orange, if I go to currys to buy a washing machine I wouldn't expect to go to the manufacturer if it develops a fault within a reasonable time frame.

Err, I think you would after a specified period unless you (stupidly) took their warranty!

gjchester

reclusive46 wrote: »

All networks will be exactly the same. Orange are only responsible for the first 6 months. They bought the phone off samsung just like you got the phone off Orange. It should be under Samsung warranty though so try your best and contact them.

The network can try and get you to go by the makers (and in many cases may be faster) but they sold the phone so under the sale of goods act they are responsible for the warranty.

In many cases all they would do is send it to the manufacturers anyway so hece it may be quicket to do it direct but that doens't change the point the seller is responsible for the warranty and if the buyer wants them to deal with it then legally they have to.

As you point out Orange bought the phone from Samsung (or a distributer) so they will have warranty rights but the end user didn't buy it from Samsung so has no legal recourse to Samsung.

simax

Was the phone faulty at point of purchase? If it was you have recourse under the Sale of Goods Act. If the fault is not inherent then the standard manufacturer warranty applies.

After 6 months from purchase has elapsed it is up to the customer to prove the goods were inherently faulty (at their own cost) should you wish to claim under SOGA.

Hope that helps

(I recognise a few people on this thread from another forum - nice to see them all spread about! )

rmas12

It would seem that all the other network providers have a repairs service that covers the phone you buy for the full length of your contract (iPhone excluded).

This includes t-mobile, so it may be worthwhile if you haven't already and there is one in your city taking your phone to an everything everywhere store.

However with that said Orange should cover the phone for repair at the minimum and it would be reasonable to expect them to do this for the period of your contract.

Esqui

It may well be easier for you to go to Samsung's "My Samsung" part of the website, and book a repair online. They'll send you a special delivery bag a couple of days later, and have it back in about a week.