ongoing problems with orange

[scott1985]

I have been an orange customer for a while now. Since upgrading to a SPV M600, i have had nothing but problems with this model.

Orange will send me in circles and do nothing to resolve the matter. i would like orange to either send me a new product or I cancel and refuse to pay my outstanding balance. They roped me into an 18 month contract and I still have a long while to go.

The fault is with the software on the phone, and not on my fault. Therefor it will be covered by warrenty!? I am not taking out an orange insurance policy as they are quite frankly crap, and completely unrelevant to my on going issue.

Do I have any standpoint in which I can enforce them to comply on the basis that I provide them with an ultimatum "new one or I'm elsewhere".

On one hand, the customer services have refused to listen up and agree that it is a software fault. Where as the tech folk, know its a software fault. But no-one is sorting out the issue further.

Its a bit of a kick in the teeth as im paying a very high monthly rate for nothing more than a paperweight.

[MrShed]

Need a bit more info really:

- What is the fault?
- How long has the fault been ongoing?
- When did you sign the contract?
- How long into the contract were orange notified of the fault?
- Has it been returned to Orange for repair/replacement? If so, how many times, when, and what was done?

[scott1985]

Originally Posted by MrShed

Need a bit more info really:

- What is the fault?
- How long has the fault been ongoing?
- When did you sign the contract?
- How long into the contract were orange notified of the fault?
- Has it been returned to Orange for repair/replacement? If so, how many times, when, and what was done?

The fault looks like an Operating System fault, that is known by Orange and Most other European countries. It has been an issue since September (the month that the contract was created).

The faults were notified to orange in November, December, February, March, and April. Orange will not take the device back as there is no Insurance policy covering it. But the insurace is irrelevant considering that it is a known issue, and should be covered under both the manufacturers warrenty and Orange's terms and conditions to provide a working device.

Orange keep insisting that I perform a "hard reset" re-format of the device, and this will correct the device. It hasn't.

Below is a brief list of the faults with the device.

• unable to manipulate the way the standard menu is laid out.
• calendar function will display dates that are not accurate in most cases months ahead of schedule. Especially birthdays that are entered within my contacts information. Date events will appear and will only allow me to look at 2 events, typically the same birthday for the same contact. e.g.

1. Contact A / 01-01-01 / birthday
2. Contact A / 01-01-01 / birthday
   These entries will not allow me to view other entries that have been in place for the same day. Entries will appear on the day of the birthday but not the correct month. Hence someone will have multiple birthdays per year. Same applies to standard events that have been planned ahead.

• alarm clock is unreliable, sometimes hours out, not even specifically on the hour but random times. e.g. Alarm due at 8:00 am will trigger at 10:12 am.
• Uncharacteristically slow processing times. Applications on identical models will load in less than ½ the time than my model.
• Camera will take pictures about 4 – 7 seconds after pressing the shutter button (not my highest concern but frustrating none the less)
• Once editing contacts (e.g. New number and active syncing) it will create a double entry within my laptops Outlook software. e.g. Contact will appear twice with 2 different numbers. This is then duplicated on my device so i have 2 identical contact with 2 differing contact numbers. Same applies with birthdays and name changes.

These are the known current faults. I fear that I will not be able to use the "Terminal Services" Applications to manage my business server from remote locations. Nor fully utilise a device that is supposed to be capable of most standard desktop PC applications. This has caused problems as I have not been able to effectiley schedule meetings nor keep an accurate track of my social obligations. Effectivley this device is a very powerful computer, that is mean to take much of my adminitration away from the desk.

At the moment, it is nothing more than a fancy MP3 playing paperweight.

[OrangePrimate]

If Orange supplied the handset directly, i.e over the phone or via the website, then it is responible for replacing it for a period of 6mnths. The handset itself is covered under a 12mnth manufacturers warranty, so if over 6mnth, but within 12mnths old, then you can send the phone away for repair free of charge.
If you take up the insurance cover, then if phone faulty you would have a replacement at your door next day.
There are software updates for SPV's that may resolve the problems you are having, but a hard reset will normally resolve. TS would not consider the faults you are reporting as 'service affecting'. I presume you can still make/recieve calls, txts etc?
Have you checked the memory status? tried clearing the cache? duplicate entries when syncing are a common mistake, not a fault, but the slow response you mention sounds like a memory problem more than anything else.