Orange Insurance

jimmy_teabags

Hello

I got a htc sensation and it had a problem were it would not charge, i rang orange and got a new phone sent out due to the problem and having insurance on the phone.

I got a new phone and noticed a "blob" on the screen, everthing worked like it should and just carried on useing it as as normal. The blob seemed to have gone from the display. I was sending a text message and pressed the screen to copy the text message to send it on and the screen cracked, putting little bits of glass in my thumb!

i got all the glass out and there was a bit of blood. I rang orange to put in a complaint and get a another phone set out.

I got the phone the next day, was told my complaint would be sorted within 24hrs. Well 3 weeks later ive heard nothing, rang them up yeserday to see whats happening.

NOTHING!!!!! the person i spoke to never logged the call!!

i told them thats not very good and what can i do now, i was basiclly fobbed off saying my phone will be sent to htc to have a look and there is nothing orange can do as there only sell contracts!

This cant be right? someone, somewere must check the phones before sending them out!

Ive already send in a email, but it says there is a 7 day wait!

any thing i can do?

visidigi

Sorry, I'm confused, the thread title says Orange insurance, but the post doesn't.

Do you have orange Insurance? (its a separate product to the phone/contract)

Otherwise you are bound by the manufacturer warranty, so therefore it would have to go to HTC to be assessed (and I pity you for that, its a horrific experience overall).

Aye_Up

jimmy_teabags wrote: »

Hello

I got a htc sensation and it had a problem were it would not charge, i rang orange and got a new phone sent out due to the problem and having insurance on the phone.

I got a new phone and noticed a "blob" on the screen, everthing worked like it should and just carried on useing it as as normal. The blob seemed to have gone from the display. I was sending a text message and pressed the screen to copy the text message to send it on and the screen cracked, putting little bits of glass in my thumb!

i got all the glass out and there was a bit of blood. I rang orange to put in a complaint and get a another phone set out.

I got the phone the next day, was told my complaint would be sorted within 24hrs. Well 3 weeks later ive heard nothing, rang them up yeserday to see whats happening.

NOTHING!!!!! the person i spoke to never logged the call!!

i told them thats not very good and what can i do now, i was basiclly fobbed off saying my phone will be sent to htc to have a look and there is nothing orange can do as there only sell contracts!

This cant be right? someone, somewere must check the phones before sending them out!

Ive already send in a email, but it says there is a 7 day wait!

any thing i can do?

I am confused did Orange supply you with a second replacement handset after the screen cracked?

Orange care offers an extended warranty on the handset beyond the iniitial 6 months as standard. So if your phone develops a fault Orange will replace it under Orange Care though this can be subject to a £15 admin fee.

Naturally if a fault developed immediately with your first replacement handset as you so suggest, then Orange has to replace it given its faulty and you shouldn't be liable for any additional charges.

So again did you get an additional replacement or did the original REPLACEMENT get sent off to HTC?

If you want to complain then I suggest you email customer.services@orange.co.uk then they will look into it and take it further.

jimmy_teabags

hi

it was orange who sent out the phone and its now £25 instead of £15!

sorry , yes its orange care i have. i will use that email address. thanks for that.

grumbler

Aye_Up wrote: »

Orange care offers an extended warranty on the handset beyond the iniitial 6 months as standard. So if your phone develops a fault Orange will replace it under Orange Care though this can be subject to a £15 admin fee.

Naturally if a fault developed immediately with your first replacement handset as you so suggest, then Orange has to replace it given its faulty and you shouldn't be liable for any additional charges.

I think it's insurance, not just warranty, and it covers damage too, not just faults.
And they have to sent the replacement within 24 hours, without sending the broken phone to HTC.

So this time Orange CS just fobbed the customer off yet again. Typically for them.

Jon_01

grumbler wrote: »

...

So this time Orange CS just fobbed the customer off yet again. Typically for them.

And what happens when you outsource your CS. Will the last person leaving Orange UK please switch the lights off....