Orange Care Mis-sold.

Freedomfighter_3

I brought a moblie phone on contract with Phones4u, when the phone arrived I callled Orange to set up the phone and add insurance.

All was fine and dandy untill my phone became faulty and I called Orange only to be told that I should have never have been sold their insurance (Orange Care), as my headset was from Phones4u(?). I even asked at the time if I was covered as my contract was made online via phones4u, I was told this was fine as it was an Orange contract.

I have been paying for Orange Insurance for 6months, I called phones4u and it woudl seems that Orange have been doing this to a few customer as they are aware of similar cases.

It looks like my phone may still fall under my 12mth warrenty with Phones4, however surly Orange can't get away with miselling this insurance as I may now have to pay money to get my phone sorted.

I have sent in a wriiten complaint but I'm not sure what else I can do?

Any advise would be great.

Freedom

mynameistallulah

The Mobile Device must be the latest Mobile Device provided to You by Us or one of Our agents or, the Mobile Device that You have notified and registered with Us and We have accepted.

You do not need to have purchased the mobile directly from Orange in order to be covered.

tfann

Freedomfighter wrote: »

I brought a moblie phone on contract with Phones4u, when the phone arrived I callled Orange to set up the phone and add insurance.

All was fine and dandy untill my phone became faulty and I called Orange only to be told that I should have never have been sold their insurance (Orange Care), as my headset was from Phones4u(?). I even asked at the time if I was covered as my contract was made online via phones4u, I was told this was fine as it was an Orange contract.

I have been paying for Orange Insurance for 6months, I called phones4u and it woudl seems that Orange have been doing this to a few customer as they are aware of similar cases.

It looks like my phone may still fall under my 12mth warrenty with Phones4, however surly Orange can't get away with miselling this insurance as I may now have to pay money to get my phone sorted.

I have sent in a wriiten complaint but I'm not sure what else I can do?

Any advise would be great.

Freedom

What is it that has actually gone wrong, the handset or the headset? The insurance doesn't cover "accessories or other devices which are not defined as Mobile Device"


Mobile Device is defined as:

The device or high value device (e.g. mobile phone, USB modem, etc.), in use on Your Orange Service Plan, including the device and where provided: SIM Card, charger and battery included with the device in the box.

The Mobile Device must be the latest Mobile Device provided to You by Us or one of Our agents or, the Mobile Device that You have notified and registered with Us and We have accepted.

Mobile Device includes a SIM free device (e.g. Tablet) when purchased as part of a bundle with a device or high value device.

Freedomfighter_3

I have a Blackberry 9360 the latest module. and the scroll button stopped working which pretty much meant I couldn't do anything. So is an actual fault with phone itself.

Orange are trying to say because its not one of their own head sets (with the Orange logo on the phone), I should have covered my phone with Phones4u as they have manfautred the actually headset it self, or brought them from whoever?

They seem to take no responsibility that they have sold me this in theory knowing my phone would not be covered if anything were to happen.

mynameistallulah

Freedomfighter wrote: »

I have a Blackberry 9360 the latest module. and the scroll button stopped working which pretty much meant I couldn't do anything. So is an actual fault with phone itself.

Orange are trying to say because its not one of their own head sets (with the Orange logo on the phone), I should have covered my phone with Phones4u as they have manfautred the actually headset it self, or brought them from whoever?

They seem to take no responsibility that they have sold me this in theory knowing my phone would not be covered if anything were to happen.

Handset, not headset!

Have you asked them which phone is registered to the policy? If there is no phone registered, then they should not be taking your money.

Have you contacted Blackberry to get a repair under the warranty?

Freedomfighter_3

Sorry, my dyslexic means I don’t always chose the right words or grammar, but I do appreciate you advise.

Sorry, my dyslexic means I don’t always chose the right words or grammar, but I do appreciate you advise.

Yes, they have said they will fix it if it’s a circuit board fault but if its found to be not to be then I might have to pay for the repairs.

I will find out if the phone was registered, though I assume it was as it was on my account and bills.

Former_MSE_Wendy

MOVING THREADS FOR BETTER RESPONSES

Hi. I’ve moved your thread away from the Citizens Advice board as your question was not an area the CAB representatives are able to help with at the moment. Hopefully you will receive a better response here. Please see this rule and if you have any questions about this policy please email forumteam@moneysavingexpert.com.

adamc260

Orange won't cover a mobile phone under their insurance if it wasn't purchased directly via them (ie: via orange.co.uk or their website)

I was refused cover because mine is from dialaphone (a part of phones4u i believe)