Orange Care Event Admin Charge

Geebsie

Had to get a replacement SPV M3100 handset recently from Orange as the ringer had stopped ringing in the last one.

Now my next bill has a "Orange Care Event Admin Charge" of £15 on it! Bit of a con considering I'm already paying £5 a month for the insurance and its a phone fault rather than my own fault - anyone else had this?

oldbill1969

Hi, I recently contacted Orange about my faulty SEK800i handset, as I knew it was less than 12mths old. Orange informed me that they would replace my handset. Then came the sting in the tail where they told me that there would be a £15 admin charge going through Orange care insurance. I argued the point with them and told them that as it was a faulty handset it should be covered by the warranty and i shouldnt need to claim on the insurance. I was informed that the phone was covered in the warranty by 6mths Orange and 6 mths SE and as a matter of Goodwill they wouldnt charge the admin fee.
The bottom line in your case is that they should have informed you of the admin charge at the point of contact and given you the option of claiming under the warranty.
I would get pack in touch with them and make your feelings known and see if they can refund you as you were under the impression that you were trying to claim under the 12 mth warranty.

cookie83_2

Ive just looked at my orange phone bill and I have received the £15 care event admin charge as well. I rang them up asking for a refund as when they replaced my phone the guy on the end of the phone did not tell me there was going to be a £15 charge. The guy on the phone passed me to another guy, after telling me the charge is like that of claiming for damage done to your car (What a load of bull:mad:!). The other guy just kept on saying it was in the terms and conditions of the insurance when i took it out, then he said it was for the cost of my phone, which again is a load of bull:mad:. So what the hell am i paying the £5 when i am being charged for care event admin? The insurance is the biggest con going!!! Just another way of making money:mad:. The guy on the other end of the phone was not budging not helping me, even when i was demanding a refund. I lost it totally with him and said I was leaving Orange and wanted to know how much it would cost me to leave my contract early.
I am leaving Orange for good!!!! Ive been with them for 8 years and this is the second time they have made me so angry!!!

Cheetah

Just so you know, this "Admin fee" (excess) is present in the Orange Care terms and conditions.

It is also the CHEAPEST admin fee (excess) out of all the networks insurance schemes as is the £6 you pay for it a month.

Jon_01

Indeed, it's an excess like every other insurance policy.

jalgee

My phone has just crashed on me, it wont work and when i called orange they are trying to charge me £15 admin fee. the phone is 10 months old and orange said if i dont want to pay and admin fee then i need to deal directly with sony erikson. its this still under warrenty! and if so shouldnt orange replace the phone and they deal with sony erikson and not me? as i did purchase the phone through orange. Any ideas?

Jon_01

If you claim under Orange care you get a phone tomorrow. If you claim under the warranty you have to send it off, wait while it's repaired (they don't supply you a phone while it's been repaired) etc. . .
As a rule the networks carry the warrenty for the first 6 months after that it's with the manufactures.

lufcgirl

I work in this exact department at Orange. And I know a huge box comes up as soon as you arrange the delivery to advise of the admin fee. I make sure I tell every customer and that I notepad the account to say the customer has agreed.

If they don't agree they don't get the replacement handset. It's in the terms and conditions and it's just like an excess fee. If someone calls through and says they weren't advised of the charge I'd look at the notes and replacement history and refund if necessary.

jalgee

But as i purchased the phone through orange surely they need to deal with the problem. for example if you brought a tele from curries and it broke they would replace it for you immediatly and then they would deal with the broken tele with the manufacturers not you?!

kai666

vodafone charge £7.99 a month, and then £25 per claim

orange sounds a bargain to be honest in comparison, and no phone tomorrow (in my experience)

drbesty

jalgee wrote: »

But as i purchased the phone through orange surely they need to deal with the problem. for example if you brought a tele from curries and it broke they would replace it for you immediatly and then they would deal with the broken tele with the manufacturers not you?!

I'd love to know which branch of Currys you goto.....

Anyway, 6 months of the warranty is with Orange, the rest is with the handset manufacturor, the excess fee is to cover the delivery (sometimes same day delivery) and any admin, and as already mentioned is the cheapest of all the networks. I'm struggling to think of any form of insurance without any excess fee, I think it's a good deal