Orange- faulty handset

oldbill1969

Just wanted to share my experience with you all. I currently have a Sony Ericsson k800 handset that has developed a fault (games fault). I am 11 months into an 18mth contract and I also have Orange care insurace. After speaking to the adviser he said they can arrange a replacement handset, right at the end he states that there will be a £15 admin fee from the insurance for the replacement handset.I asked whether the phone carries a 12 mth gaurantee and he told me it was covered for 6 mths by Orange and 6 mths by the manufacturer, I politely asked why I needed to go through the insurance as it was still within the 12mth gaurantee period. I get put on hold for 2 minutes and was then told that the £15 fee would be waived on this occasion. Were Orange trying it on and has anyone else experienced this ?

gema21

No they weren't trying it on.
If you wanted to claim through handset warranty you'd have to go to Sony Ericsson as it was over 6 months old, if you did the insurance claim, the £15 admin fee is applicable on every claim (it's their form of excess but not called that) and in the terms and conditions of Orange Care. Advisors can usually waive it upon managers discretion if it's a first claim.

gaming_guy

the games (and applications) folder is a known fault on certain firmwares.

if you feel up to it, you could try updating the phones firmware yourself using SEUS. make sure you have a fully charged battery and take the sim & memory card out

you use the standard cable that came with the phone

oldbill1969

gema21 wrote: »

No they weren't trying it on.
If you wanted to claim through handset warranty you'd have to go to Sony Ericsson as it was over 6 months old, if you did the insurance claim, the £15 admin fee is applicable on every claim (it's their form of excess but not called that) and in the terms and conditions of Orange Care. Advisors can usually waive it upon managers discretion if it's a first claim.

They did'nt even inform me of the option of going through Sony ericsson though, they immediately wanted to go through the insurance costing £15, surely thats not moneysaving;)

gema21

Completely! But some people just assume you want to go through Orange (bad I know) and proceed anyway. Wrong of the person not to advise of going through Sony, but the policy they did was right.

If it really annoys you, just call up and request to speak to a manager. They may give you some credit on your bill as goodwill

gaming_guy

oldbill1969 wrote: »

They did'nt even inform me of the option of going through Sony ericsson though, they immediately wanted to go through the insurance costing £15, surely thats not moneysaving;)

i sent my old k700i off to SE to have the joystick replaced. it took about a week for them to return it, but what can you expect for a free service.

if i were you, i would send it off to SE and get them to do it for free for you

JAYMARSH2005

Yes completely agree with gaming guy, my joystick developed a problem where it wouldnt go down, sent it back to SE and was sorted within 7 days free of charge.

oldbill1969

gaming_guy wrote: »

the games (and applications) folder is a known fault on certain firmwares.

if you feel up to it, you could try updating the phones firmware yourself using SEUS. make sure you have a fully charged battery and take the sim & memory card out

you use the standard cable that came with the phone

just completed the update, however it did not resolve the problems with the games. Thanks anyway

gaming_guy

oldbill1969 wrote: »

just completed the update, however it did not resolve the problems with the games. Thanks anyway

maybe it needs a full reflash then. SEUS is sort of like a 'top up' thing i think