Orange & Dextra Solutions

[casey]

I ordere a wireless adaptor through the Orange website on the 28th August 2007. This worked fine for a while and then I got a message on the computer that it had malfunctioned.
I telephoned Dextra Solutions who had supplied the adaptor through Orange and was told that as it was less than £25 (i.e. £24.99) to just throw it out and they had ordered another which would be sent the following day and I would receive it on the Friday. I was quite surprised as I was not even asked what the problem was. As this was in the middle of the postal strike I did not expect it but three weeks later it has still not arrived.
I have tried telephoning several times only to be left on hold for up to half an hour at a time with no response - having to listen to music.
The last time today I waited for over 25 minutes - still no response so redialled and was answered straight away. I was told that it had not been sent as they were still awaiting return of the faulty one.
So, three weeks without being able to access my internet and several hours spent on the phone and they expect me to wait again to return the faulty item (which they had told me to throw out!!!!)

Are they doing this deliberately so they don't have to refund? Why else would they tell you to throw the product away and that they had actioned a replacement and then deny everything?
I really don't want to have to wait any longer - I'm paying enough for internet access that I'm not able to use very much as I have to periodically borrow an adaptor.

[buzby]

I don't think so - although the person who said throw it out might have meant well, they do need the old kit back before a replacement can be sanctioned. Return it with a covering note AND send it by Recorded Delivery, keeping the receipt.