I have emailed a copy of my complaint to the Executive Office, so i will see what happens with that before i take any further action. I would have also emailed the Orange complaints department but there is a technical problem with it at present.

Thanks for the comments. Really not happy with the situation, so i will be taking things further.

Hello, Need some advice regarding a recent upgrade. On the 10th June 2012 i ordered a new handset on a 24 month contract. It arrived after a delay via courier on the 18th June 2012. On the 2nd July 2012 the touch buttons on the bottom of the handset stopped functioning, rendering the handset faulty. I contacted Orange for a replacement, and was advised that "it will be no problems the new handset will arrive this evening" (it was a same day service). However, upon receipt of this "new" handset, i noticed it was a refurbished handset, not a new one. I am now in a battle with Orange because they are quoting the sale of goods act every time i call to complain, and state that the handset will only be replaced with a brand new handset if faulty within the first 14 days. However the @OrangeHelpers account on Twitter have advised me that i am entitled to receive a NEW handset within the first 28 days. Where do i go from here? I can't use the email complaints procedure as there are technical problems with it, and each time i contact Customer Service, they just attempt to feed me with this new 14 day rule that they have. What are my rights? I'm now stuck with a refurb phone on a 2 year contract paying £36 a month!!! HELP!!