Faulty phone on Orange contract

pg2114

Hello,

I took out an Orange contract with a free phone less than twelve months ago and my phone has become faulty. It's a hardware fault, which means the phone turns itself off every time I open it.

Anyway, I phoned Orange this evening, hoping for a replacement phone, but no such luck. The rather rude gentleman told me that because my phone was more than six months old, I had to return it to the supplier at my cost, or I could take out Orange insurance over the phone and it would be covered.

I questioned this with him, since I believed Orange were responsible for a repair or replacement of the phone, but he completely disagreed. His example was if I purchased a Sony television from Currys, which became faulty, then I would send it back to Sony.

I am sure that Orange are responsible, but he didn't seem to think so.

Any thoughts here, please?

Peter.

ovetta2001

I believe orange is right as it is in the contract that you signed (i am with orange too). Most companies warrenty it within 1 year so you are still able to send it to the company as long as you have a receipt. when my sister had a problem she sent it off and they sent a cheque back for the cost of delivery.

kellymundy

How long do you have left of your 12 month contract?

pg2114

kellymundy wrote: »

How long do you have left of your 12 month contract?

It's actually a 24 month contract, so I've still got over a year left on it.

Thanks,

Peter.

kellymundy

Have you contacted the phone suppliers to see what they suggest?

Blacksheep1979

ovetta2001 wrote: »

I believe orange is right as it is in the contract that you signed (i am with orange too).

No contract can void your statutary rights. The bonus of getting Orange to replace it is that they usually do it next day for you whereas sending it off you may not see it for months. Up to you how much of a fight you want to put up, technically I guess by giving you a phone tied to a 2 year contract they are stating that they expect the phone to last at least 2 years...

kellymundy

Blacksheep1979 wrote: »

No contract can void your statutary rights. The bonus of getting Orange to replace it is that they usually do it next day for you whereas sending it off you may not see it for months. Up to you how much of a fight you want to put up, technically I guess by giving you a phone tied to a 2 year contract they are stating that they expect the phone to last at least 2 years...

That actually makes perfect sence...what he said Peter!:rotfl:

nellytheelephant

I know that with o2 the phone is under warranty for the length of the contract, so I can't see Orange being any different. Personally, I'd try calling them back and speaking to someone else! x

pg2114

nellytheelephant wrote: »

Personally, I'd try calling them back and speaking to someone else! x

I wasn't happy with their response, so I phoned back again and got the exact same answer. I told them I wasn't happy and even got through to the call centre manager, who was extremely rude.

All this manager did was repeat the terms and conditions, which say...

14.1your Device is not a part of your Contract
Your Device and Accessories are acquired by you outside the terms of your Contract.

Apparently, these terms and conditions supercede all laws, which I believe was totally wrong. His example was that if I was sold faulty petrol from a petrol station, I would claim on my car insurance!

Any thoughts, please?

Peter.

ovetta2001

Like I said before - You signed a contract that clearly states it isn't their problem. If you kick up a fuss they have your signature which says you have read and understood the terms and conditions. So you don't have a leg to stand on. Just send it to the phone company and it will be fixed.

nomoneytoday

If its a Nokia then take it to a Nokia service centre - they will check the IMEI and fix it within a couple of hours