Author Topic: Orange, is this legal? (Read 1753 times)

raptor · « **on:** March 2, 2007, 11:41:24 AM »

Well it looks like after 7 years with Orange I'll be moving to a new network. My charger recently developed a fault and then a week later my phone did as well. I have Orange care and called them to arrange a replacement. They suggested I upgrade as my contract is almost up but I declined on the basis I wanted to wait for one or two of the new Nokias to become available. Anyway they then informed me they'd be charging me £15 for the privilege of replacing my faulty phone. I obviously kicked off over this and they agreed to waive the charge on this one occasion but if I wanted a replacement charger I would definitly have to pay the £15, I declined the offer as I have access to another charger anyway but is this legal. Nowhere have they ever informed me of this charge, it didn't exist last time I had a faulty phone and why should I be obligated to pay £15 for them to replace a faulty piece of equipment under warranty.

Oh and I've sat in all morning and my replacement phone still hasn't arrived.

filopastry · « **Reply #1 on:** March 2, 2007, 11:43:58 AM »

Not sure if chargers are normally covered under the warranty or not

Armin · « **Reply #2 on:** March 2, 2007, 11:49:16 AM »

Chances are they smuggled the change in the terms of service into some fine print somewhere or other and covered themselves. Unless you can find dozens of others in the same boat and therefore kick up an embarassing noise about it you're probably stuck with paying it.

I'm surprised the replacement phone doesn't come with a charger as standard though?

Ben S · « **Reply #3 on:** March 2, 2007, 11:50:24 AM »

Call em c*nts and smash your local orang shops windows.

raptor · « **Reply #4 on:** March 2, 2007, 11:50:40 AM »

Quote from: Armin on March 2, 2007, 11:49:16 AM

Chances are they smuggled the change in the terms of service into some fine print somewhere or other and covered themselves. Unless you can find dozens of others in the same boat and therefore kick up an embarassing noise about it you're probably stuck with paying it.

I'm surprised the replacement phone doesn't come with a charger as standard though?

They just send the phone. I keep my existing battery, charger and sim. I have my Pac code on it's way but not sure anyone else will be able to better my contract with Orange.

MattLFC08 · « **Reply #5 on:** March 2, 2007, 11:51:04 AM »

Tell them your taking your business else where... That will shift em!

raptor · « **Reply #6 on:** March 2, 2007, 12:04:37 PM »

Quote from: mattlfc07 on March 2, 2007, 11:51:04 AM

Tell them your taking your business else where... That will shift em!

Already treid that. They gave me my PAC code without any protest or fuss, despite having been a customer for 7 odd years and an average monthly spend of around £40.

¡Basta Ya! · « **Reply #7 on:** March 2, 2007, 12:12:02 PM »

Quote from: Boooo on March 2, 2007, 12:04:37 PM

Already treid that. They gave me my PAC code without any protest or fuss, despite having been a customer for 7 odd years and an average monthly spend of around £40.

Fuck them off then, you're the customer - if they don't want you I'm sure someone else will. Twats.

filopastry · « **Reply #8 on:** March 2, 2007, 12:35:45 PM »

Quote from: Boooo on March 2, 2007, 12:04:37 PM

Already treid that. They gave me my PAC code without any protest or fuss, despite having been a customer for 7 odd years and an average monthly spend of around £40.

Who did you speak to, was it actually the disconnections/retentions department?

Elli · « **Reply #9 on:** March 2, 2007, 12:36:16 PM »

Thought this was going to be a complaint about a tanning salon.

raptor · « **Reply #10 on:** March 2, 2007, 12:45:14 PM »

Quote from: filopastry on March 2, 2007, 12:35:45 PM

Who did you speak to, was it actually the disconnections/retentions department?

Yup.

raptor · « **Reply #11 on:** March 2, 2007, 01:00:37 PM »

Fella just showed up with my replacement phone at 5 to 1. Apparently the reason he's running late is he had to deliver a phone to Dirk Kuyt at Anfield and it took him ages to locate the fella. Kuyt has a shit Nokia apparently.

Armin · « **Reply #12 on:** March 2, 2007, 01:13:41 PM »

Quote from: Boooo on March 2, 2007, 01:00:37 PM

Apparently the reason he's running late is he had to deliver a phone to Dirk Kuyt at Anfield and it took him ages to locate the fella.

Good movement from the Dutch fella.

Matt S · « **Reply #13 on:** March 2, 2007, 03:18:01 PM »

o2 - £35p/m - 600 mins 500 texts plus 2000 mins p/m to make on sat sun and mon.

Nicoliverpool · « **Reply #14 on:** March 2, 2007, 03:45:47 PM »

Talking about Orange their broadband support is a disgrace, my broadband stopped working about 3 weeks ago, when i phoned them the first time thant Indian fella told me to check if everything was correctly plugged in. Now i`m not a super geeky type of person but fuck me i`m not daft. Anyway after loads of costly phonecalls and angry email, i only just managed today to make they do a line check on my phoneline, 3 weeks after it stopped working, and have to phone in 2 days to get the result. Wankers.

raptor · « **Reply #15 on:** March 2, 2007, 09:24:16 PM »

Well all's well that ends well. After they didn't offer me anything yesterday when I requested my PAC code I recieved a call from their outbound retentions people this afternoon, basically the woman said she had a large pot of money available in order to get me to sign up for another contract. Said there was nothing she could do about the £15 fee for replacements under warranty however she offered me a load of other stuff.

£10 per month discount on line rental so now only paying £15 per month for 500 XNet minutes, 300 free texts, unlimited off peak data and a nice shiny new Orange SPV3100 for free. Made up. Anyone want to buy a brand new N70?

Edit... Just seen this

PaulF · « **Reply #16 on:** March 3, 2007, 08:58:32 AM »

Quote from: Elli on March 2, 2007, 12:36:16 PM

Thought this was going to be a complaint about a tanning salon.

Graeme · « **Reply #17 on:** March 4, 2007, 07:33:58 PM »

Quote from: Boooo on March 2, 2007, 09:24:16 PM

£10 per month discount on line rental so now only paying £15 per month for 500 XNet minutes, 300 free texts, unlimited off peak data and a nice shiny new Orange SPV3100 for free. Made up.

Have you got the phone yet Phil? Let us know what its like - I'm due an upgrade at the moment and had been thinking about one of these as I can double it up as a Sat Nav.

raptor · « **Reply #18 on:** March 4, 2007, 08:16:45 PM »

Quote from: Graeme on March 4, 2007, 07:33:58 PM

Have you got the phone yet Phil? Let us know what its like - I'm due an upgrade at the moment and had been thinking about one of these as I can double it up as a Sat Nav.

Coming tomorrow.

Sez_20 · « **Reply #19 on:** March 4, 2007, 08:24:46 PM »

Had similar problems with Orange the past 12 months.. have also been a customer for 7 years or so with a stupid monthly spend. In the last year, every month, they've introduced something else to charge me for, which they have never done before. Not paying by direct debit charge £4, charge for delivery reports on texts 1p each, charge for replacing my faulty phone £15, which didn't turn up, charge for itemised billing £4, charge for a non-itemised bill £3 ("what you want to charge ME for you to tell me what I owe you AND charge me for then paying it?!").

I wouldn't mind so much if these things were introduced at the start of a new contract etc but all have been randomly thrown in month by month- with them saying, it always was like this, but we forgot to tell you until now.

Am overdue for upgrade, really don't want to give Orange another year of my custom. Am waiting for the new nokia and then I'm off to a lovely new network! Any suggestions?

raptor · « **Reply #20 on:** March 4, 2007, 08:35:51 PM »

Sarah, request a PAC code off them and see what happens. The above deal they gave me was stupidly good and more than covers the cost of the little extras they've tacked on.

Sez_20 · « **Reply #21 on:** March 4, 2007, 08:39:16 PM »

Quote from: Boooo on March 4, 2007, 08:35:51 PM

Sarah, request a PAC code off them and see what happens. The above deal they gave me was stupidly good and more than covers the cost of the little extras they've tacked on.

I've done the pac code thing before even when I had no intention of leaving really. Did you have a good moan telling them how crap they were while you asked or did they just offer anyway? I'll probably get sucked into another 12 months if they offer a deal like that with a phone that I want.

raptor · « **Reply #22 on:** March 4, 2007, 08:41:08 PM »

Quote from: Sez_20 on March 4, 2007, 08:39:16 PM

I've done the pac code thing before even when I had no intention of leaving really. Did you have a good moan telling them how crap they were while you asked or did they just offer anyway? I'll probably get sucked into another 12 months if they offer a deal like that with a phone that I want.

Initially they just gave me my PAC code, no attempt to keep me whatsoever. Then got a call the next day from outbound retentions asking why I was pissed off. I had a good rant and she then offered me the above deal. 18 month contract though but can upgrade after 12 months.

Sez_20 · « **Reply #23 on:** March 4, 2007, 08:43:57 PM »

Quote from: Boooo on March 4, 2007, 08:41:08 PM

Initially they just gave me my PAC code, no attempt to keep me whatsoever. Then got a call the next day from outbound retentions asking why I was pissed off. I had a good rant and she then offered me the above deal. 18 month contract though but can upgrade after 12 months.

Right, waiting patiently for the new nokia then i'll give them a call!

mark_lfc_forever · « **Reply #24 on:** March 4, 2007, 08:53:50 PM »

my mobile phone packed up a bit back and i was insured by o2 and had to pay £50 excess to get it replaced,im now on 3

Matt S · « **Reply #25 on:** March 4, 2007, 10:24:28 PM »

Quote from: mark_lfc_forever on March 4, 2007, 08:53:50 PM

my mobile phone packed up a bit back and i was insured by o2 and had to pay £50 excess to get it replaced,im now on 3

thats insurance excess though, all types of insurance usually have them. you should have read the terms and conditions.

lauz · « **Reply #26 on:** March 5, 2007, 11:46:36 AM »

yeah but whats the point of paying a sum every month to be insured and when you need it insured you still got to pay £50?

Matt S · « **Reply #27 on:** March 5, 2007, 01:28:52 PM »

Quote from: lauz on March 5, 2007, 11:46:36 AM

yeah but whats the point of paying a sum every month to be insured and when you need it insured you still got to pay £50?

you could say the same about your car insurance. I agree £50 excess sounds a bit steep, usually it's £25.

lauz · « **Reply #28 on:** March 5, 2007, 03:41:04 PM »

I don't know anything about Car insurance, I hink when my phone got nicked my mum had to pay £50 for the replacement.

raptor · « **Reply #29 on:** March 6, 2007, 10:19:28 AM »

Quote from: Graeme on March 4, 2007, 07:33:58 PM

Have you got the phone yet Phil? Let us know what its like - I'm due an upgrade at the moment and had been thinking about one of these as I can double it up as a Sat Nav.

Excellent phone. Easy to navigate which was pleasantly surprising given it uses pocket pc. Far faster and much more stable than the symbian OS on the Nokia N range. Camera quality is very good with some nice options. I was pleasantly surprised to find that pocket media player also happily played back my AAC music files. Haven't had it long enough to make a good assesment on battery life but has plenty of power saving options. A few minor things though. The headphones use a mini usb connector meaning you have to use the supplied headphones rather than your own. Make sure you get a screen protector as it seems to attract dust and make sure you have a large data allowance on your tarif, working through 3G the data transfer speed is almost as quick as when it's connected to the home wifi network.

Tam · « **Reply #30 on:** March 6, 2007, 10:27:37 AM »

Orange have been fuckin me over for a while aswell

They charged me for calls to my magic number (for those that dont know, you get free unlimited calls to an orange number that you choose). I ended up running up a £500 bill over 2 months! I paid it cos they said they would pay me back when it all gets sorted out....that was in october.

Called em up more or less every week and they said it was being investigated and they couldnt tell me when i would get my money back, then a couplod of months later they tell me that its not being investigated yet and everyone i spoke to so far has been lying to me! She then tells me that it will be done by next bill date. So that comes around and still no money and i get the same bullshit that its being investigated and they dont know when it will be done

Can they actually do this?

Matt S · « **Reply #31 on:** March 6, 2007, 10:38:41 AM »

Quote from: Tam on March 6, 2007, 10:27:37 AM

Orange have been fuckin me over for a while aswell

They charged me for calls to my magic number (for those that dont know, you get free unlimited calls to an orange number that you choose). I ended up running up a £500 bill over 2 months! I paid it cos they said they would pay me back when it all gets sorted out....that was in october.

Called em up more or less every week and they said it was being investigated and they couldnt tell me when i would get my money back, then a couplod of months later they tell me that its not being investigated yet and everyone i spoke to so far has been lying to me! She then tells me that it will be done by next bill date. So that comes around and still no money and i get the same bullshit that its being investigated and they dont know when it will be done

Can they actually do this?

try going into a store and speaking to an advisor. They may be able to send an email to an escalations department. Worth a try anyway.

keithcun · « **Reply #32 on:** March 6, 2007, 11:15:42 AM »

Going back to the original question about the £15 charge to replace the phone and £15 for the charger was becasue they were getting replaced under the insurance and not the warranty.

Because all new goods have minimum 12 month warranty with them whether they be a phone charger or a TV,and if the above were within the 12 month period they should be repaired or replaced for free.

Hoppy · « **Reply #33 on:** March 6, 2007, 01:25:27 PM »

Nokia give 2 years warranty on all their handsets made after May 2006, but only 6 months warranty on batteries & chargers.

Also, handsets replaced by Orange care are NOT BRAND NEW.......they are refurbished handsets made to look brand new. They are often faulty handsets that have been 'fixed' & tarted up.

Tam · « **Reply #34 on:** March 8, 2007, 11:17:57 AM »

Quote from: Matt S on March 6, 2007, 10:38:41 AM

try going into a store and speaking to an advisor. They may be able to send an email to an escalations department. Worth a try anyway.

Cheers, will try that

Hinesy · « **Reply #35 on:** March 8, 2007, 05:19:53 PM »

Kuyt with orange.... Wonder if they gave him a discount ?

raptor · « **Reply #36 on:** March 8, 2007, 05:57:37 PM »

Quote from: hinesy on March 8, 2007, 05:19:53 PM

Kuyt with orange.... Wonder if they gave him a discount ?

You'd imagine it's a club arranged thing. As the 'official mobile partner' or whatever it is it wouldn't be surprising if they provided players mobi's FOC.

Graeme · « **Reply #37 on:** March 8, 2007, 09:13:53 PM »

Quote from: Boooo on March 6, 2007, 10:19:28 AM

Excellent phone. Easy to navigate which was pleasantly surprising given it uses pocket pc. Far faster and much more stable than the symbian OS on the Nokia N range. Camera quality is very good with some nice options. I was pleasantly surprised to find that pocket media player also happily played back my AAC music files. Haven't had it long enough to make a good assesment on battery life but has plenty of power saving options. A few minor things though. The headphones use a mini usb connector meaning you have to use the supplied headphones rather than your own. Make sure you get a screen protector as it seems to attract dust and make sure you have a large data allowance on your tarif, working through 3G the data transfer speed is almost as quick as when it's connected to the home wifi network.

Sweet, very tempted now. How is it 'bulky' wise? Is it alright to carry around or does it get in the way?

My contract is up early May I think, although my upgrade fee is £0 because of my spend. Probably gonna wait until contract expires as I'll be able to get a far better tariff out of em.

raptor · « **Reply #38 on:** March 9, 2007, 12:02:28 AM »

Quote from: Graeme on March 8, 2007, 09:13:53 PM

Sweet, very tempted now. How is it 'bulky' wise? Is it alright to carry around or does it get in the way?

My contract is up early May I think, although my upgrade fee is £0 because of my spend. Probably gonna wait until contract expires as I'll be able to get a far better tariff out of em.

It's on the bulky side admittedly, certainly not stupidly so though, will easily fit in jeans pocket comfortably but from a personal point of view that doesn't bother me. I lost 7 Samsung A300's one year cos they were too small.

Also in fairness to orange they offer a 7 day trial on new handsets,

Graeme · « **Reply #39 on:** March 9, 2007, 09:24:48 AM »

Yeah I got a W950i last month but sent it straigt back because it was impossible to text on using the keypad (flat buttons)