Orange took all my money!

Guys_Dad

Techhead wrote: »

But the OP says they have done this because the phone is not Orange branded. That could mean that the phone had been debranded (flashed with generic firmware which will invalidate the warranty). There is no way to know that until the returned phone is examined.

Or did the OP upgrade at a third party retailer and not inform the insurance (which would be for Orange supplied handsets).

There are several possibilities.

Good technical answer, but the commercial reality is that there was no contract with Orange that allowed them to take£400 without prior agreement from OP.

Just how anyone's mind works that thinks a handset from P4U should be replaced by Orange escapes me and if OP is getting a refund of £400 without having to return handset, I would shut up and see the great result I have got.

d123

Guys_Dad wrote: »

Good technical answer, but the commercial reality is that there was no contract with Orange that allowed them to take£400 without prior agreement from OP.

Just how anyone's mind works that thinks a handset from P4U should be replaced by Orange escapes me and if OP is getting a refund of £400 without having to return handset, I would shut up and see the great result I have got.

This is also supposition, most companies that offer a mail in replacement service like this have a spiel that is read at the end of the call with all the terms, quite possibly a "we will bill for any item that falls outside the terms" type message would have been read out and because its one of those blah blah blah bits read by the cs agent the OP didn't pay attention.

From personal use, I know this is the case with the old T-Mobile scheme and with Apple.

lob_3

oopsadaisydoddle wrote: »

In that case they should never have replaced it anyway.

Have you escalated it through customer service manager? As they have replaced it when they should waive the charge immediately. You should do a DD indemnity through your bank and they should refund it straight away for you if you tell them you dispute the amount. It is part of the DD guarantee.

Hi, I have done the indemnity claim throught the bank and explained, they have given me the money back.
As for the 'branding' they meant it didnt have a Orange logo on the phones case.
It was maybe my mistake and stupidity to take it up with Orange when I got it from P4U but my main concern is the money they just took (which they said they wouldn't) without warning or giving me any other choice therefore leaving me with nothing.
But as I said I now have the money back, guess Orange have the next move.
Thankyou, Luke.

grumbler

Next move is yours as it's you who claimed the money back. Contact Orange and arrange sending the new phone back to them and yours back to you.
If they can't sell your phone back to you, it's a different story.

lob_3

grumbler wrote: »

Next move is yours. Contact Orange and arrange sending the new phone back to them and yours back to you.
If they can't sell your phone back to you, it's a different story.

I'm just waiting for the bag from them and the phone will be sent right back to them and my broken one hopefully back to me!
Thankyou for your help.
Luke.

oopsadaisydoddle

lob wrote: »

Hi, I have done the indemnity claim throught the bank and explained, they have given me the money back.
As for the 'branding' they meant it didnt have a Orange logo on the phones case.
It was maybe my mistake and stupidity to take it up with Orange when I got it from P4U but my main concern is the money they just took (which they said they wouldn't) without warning or giving me any other choice therefore leaving me with nothing.
But as I said I now have the money back, guess Orange have the next move.
Thankyou, Luke.

Yeah the ones without the logo are unbranded, generic versions and Orange systems don't usually allow them to even process a replacement on those ones...it comes up with a big error message and closes the action down before even getting to a delivery screen. I can't understand how it went through...must have been having a blip!!

Not that I think it's right but they may say that your bill will have given you warning of the impending charge and you could have contacted them at that point. That's by the by now anyway now that you have your money back.

The process is normally that they will send out a replacement and in return they expect the handset registered on the account to be the one received back. I've seen it loads where people 'accidentally' send the wrong phone back and then get surprised when they have the charge on the bill!

The system will have flagged up this 'rogue' phone as it is not an official Orange one and that is why it has happened. Obviously though, they should have realised this by now and either sent you your own phone back (as they sometimes do) or just take the charge off the account.

lob_3

oopsadaisydoddle wrote: »

Yeah the ones without the logo are unbranded, generic versions and Orange systems don't usually allow them to even process a replacement on those ones...it comes up with a big error message and closes the action down before even getting to a delivery screen. I can't understand how it went through...must have been having a blip!!

Not that I think it's right but they may say that your bill will have given you warning of the impending charge and you could have contacted them at that point. That's by the by now anyway now that you have your money back.

The process is normally that they will send out a replacement and in return they expect the handset registered on the account to be the one received back. I've seen it loads where people 'accidentally' send the wrong phone back and then get surprised when they have the charge on the bill!

The system will have flagged up this 'rogue' phone as it is not an official Orange one and that is why it has happened. Obviously though, they should have realised this by now and either sent you your own phone back (as they sometimes do) or just take the charge off the account.

Thankyou for your time, it was a honest mistake on my part and I believed what they said to me and thought nothing of it 'till the money came out my bank. Hopefully its sorted now and all I have to do is send the phone back when i receive their mail bag. Thanks once again.
Luke.