Nokia x3-02 faulty with orange

Steve1981

Hi all I'd really appreciate some advice on this if you'd be so kind.

i've been with orange for at least teh last 10 years on a pay monthly basis. i am 18 months into a 2 year contract and my nokia x3-02 (horrible phone to say the least in every aspect) keeps turning itself off and on again. this has been happening for a while and it seems to re-boot and is fine until the next time. until today, where this has kept happening for the last 4 hours, turns itself off, i turn it on and it turns itself off.

i've spoken to orange who have said i can either pay £6 a month for the insurance wait til it totally fails then get a new phone - surely the insurance wouldnt cover this issue as it would be before the policy starts that the fault occured?
or pay £55 to be give the privilige of being allowed to upgrade early.
or pay £120 to be released from the contract.

I've had a look on teh nokia discussion site and this seems to be a fairly common fault though the rep wouldnt budge. and her manager is calling me back in an hour as she was too busy to come to the phone and speak to me now.

i've said that i am happy to upgrade now but not willing to pay for that privilege, they are going to get the extra money out of me on the new contract anyway. Am I right in this or am i being unreasonable?

what if anything can i do or suggest when this manager calls me back at 2pm?

thoughts appreaciated

thanks

Steve

DUTR

Your mistake is entering into a long contract the extra £6 can go a long way towards a new handset.

Steve1981

thanks butthat doesnt really help me much now though, and as i said i dont see how any insurance cover would pay out on something that was already an issue before the cover started, its a basic exclusion of any insurance policy i have ever dealt with

Steve1981

well not exactly the outcome that i had hoped for though - orange manager agreed a £30 goodwill gesture to be credited to the account if i paid the £55 up upgrade - meaning realisitically its costing me £25 to get out the contract so i can upgrade and get a new phone. what i will say is that the chap who phoned was pretty decent, listened to me and whilst in the end we had to negotiate a bit i am pleased overall with the outcome

Steve1981

well it would have been. consultant calls back to process and informs me that the £55 i was told was an error, that was the discount they would give me to upgrade rather than cancel and that it should be £111. He went and checked with the manager who called me earlier who said he never checked any of my details just went off the conversation that we had and that perhaps i'd missunderstood. i've explained that i confirmed this back with the girl i spoke to originally and she in no way corrected what i said. am now awaiting another call from the same manager, im sure this will be fun

DUTR

Doesn't sound like fun and doesn't sound like you will learn your lesson, sim only and an affordable handset that you can change when needs be, bet the person that promoted 24 month contracts is well rewarded now.

Steve1981

Any particular reason you are talking to me like I'm 5? All that im trying to do is get a deal that is best suit to my monthly budget and my personal needs. also, I would imagine its likely that the consultant who made the original sale was incentivised for it yes.

DUTR

Steve1981 wrote: »

Any particular reason you are talking to me like I'm 5? All that im trying to do is get a deal that is best suit to my monthly budget and my personal needs. also, I would imagine its likely that the consultant who made the original sale was incentivised for it yes.

I have no control over how you feel, there are too many horror stories regarding long contracts, and the customer needs to realise avoid avoid avoid where possible unless the monthly outlay is very low. I can't wrap the answer in cotton wool and it's not me affected by the situation, but on a short contract you are more in control thn the mighty network, phone breaks get a new one network cheeses you off change network, long contracts for handsets that may not last? well you are experiencing that now

Steve1981

all fully appreciated mate and it wont be happening again, just one of those things we have to learn from.

anyway manger has called back, and said the call was not recorded, they only record 10% of there calls and as such they cannot prove the consultant said that and basically that its tought. I've argued that by the same token they cannot confirm that she didnt, that i had no prior knowledge to the percentage of calls they record and as such would be in no position to say that if it wasnt the case. i explained that i expect them to honour what i was informed and if they cannot prove otherwise that they should find in favour of the customer or i'd need to contact ofcom.
manager wnet away and said he spoke to his boss and they care crediting the account with £91 and im paying the £111 - so we are back where we were earlier, assuming that its not changed again by the time they contact me to process it

BIGWHEELER

Hi

I have this phone too, I had same fault too but found if you update the software via nokia ovi store it cured the fault.
If it is current software you should be swiping the phone to unlock rather than a on screen unlock button.

Hope this helps

Techhead_2

Nokia phones have a 24 month warranty, so you could get it repaired?