Faulty handset from orange (maybe 3rd party contract)

[lee79]

I was wondering if anyone could offer any advice.

 

My wife signed up to a contract in April last year for a phone for our son for when he was out and about.

 

Soon after the contract started the phone became faulty.

Apparently it is a common fault with the phone in that it will no longer charge.

 

Getting it replaced/repaired I thought would be quite straight forwards.

But it's not.

It appears that the contract might be through a 3rd party.

We have sent off requests on how to get the phone repaired or replaced and heard nothing back and

towards the end of last year another letter was sent.

Still heard nothing back.

 

this week as my wife is off and it's in her name she decided to call the number given on the letter.

 

She was hoping that she could both arrange a repair and a payment plan as there was no way we were paying for a contract

where the phone was faulty and they're not getting back to us.

 

The number was a mobile which pretty much confirms to us that it's not orange.

The man that answered was very rude and refused point blank to repair it.

 

He refused because we had not taken out any insurance but

we were under the impression that it was covered in the first year.

 

The repair is not through a fault of ours but what appears to be a common problem.

 

Not only that but we had been trying to get it sorted months ago.

 

He said to get it repaired we would have to pay.

 

Is this correct?

Edited January 21, 2014 by lee79

[dx100uk]

under SOGA you are covered regardless of any warranty

 

why cant you go thru orange?

[lee79]

Hi dx

 

We just used the contact details that came with the letter.

[lee79]

Just to add as well. The letters that came have the orange logo and an address. As far as we were aware the letters were from orange and going to orange. There's no other company details there.

[dx100uk]

and that address was?

 

dx

[lee79]

The contact details are

Senhouse Road

Darlington

County Durham

DL1 4YB

 

The telephone number is 07973 100178.

 

I'm assuming the number is mobile due to the number starting 079 as well as it going straight through to someone as opposed to being given numerous options prior to getting through to someone.

[dx100uk]

address & number are orange yes

 

have you tried their facebook page

 

they have live webchat

 

dx

[lee79]

Great - I'll try that.

 

Just got a little thrown with the complete unprofessional attitude of the person who answered the call.

 

In one breath he's refusing to fix the problem unless we pay

and in the next breath jumping ahead threatening us with legal action.

[dx100uk]

they can be like that.

 

where/how did you get the phone? [physically]

 

dx

[flexeh]

hey Dx how long can you soga, i had a simular issue with CPW / Orange / Sony and i ended up paying a contract for 2 years with a dodgy phone

 

here was my post http://www.consumeractiongroup.co.uk/forum/showthread.php?256195-Carphone-w-and-sonyericsson-contract-problems.&p=2886531#post2886531

 

sorry not meaning to hijak lee didnt want to bring a very old post back up the forum

[lee79]

they can be like that.

 

where/how did you get the phone? [physically]

 

dx

 

Sorry for the delayed reply.

 

After reading this question it occurred to me that it is in fact the online store I should contact. Is that correct?

 

The online store is a place called 'Affordable Mobiles'.

 

I've contacted them but after reading the website it appears that they wash their hands of them after 28 days.

 

Although the fault occurred outside of that time, I suppose it is our fault for dragging our feet.

 

At first we thought it was just a straight forward charger problem

but after waiting a couple of weeks to get someone to bring a charger into my wife's workplace it appears not.

 

Added to that the fact that we've been chasing Orange instead, with no reply, it's added a few months to the process!

 

Thanks.

[dx100uk]

it is certainly the retailers problem

be then online or otherwise

 

dx

[lee79]

it is certainly the retailers problem

be then online or otherwise

 

dx

 

Yeah, suddenly realised. Going by their website I expect them to come back and tell me to deal with the manufacturer due to it being so long.

 

Thanks for the reply.

[dx100uk]

so long?

 

soga expects a product to last for a 'reasonable time'

 

for a phone i'd expect +4yrs

[lee79]

I think that's a fair expectation. Certainly better than my expectation of it at least making it to the end of the contract.

 

So if they say that we have to send it to the manufacturer as it's past their 28 days faulty return period can I insist that it's their responsibility?

[dx100uk]

yes under soga

 

dx

[lee79]

Well, we're a week after I contacted them and no reply!

[lee79]

My mistake, just found the following email

 

Thank you for your email.

 

Sorry you're having an issue with your handset.

 

You can contact our Customer Services on 01773 307125 and speak to our Technical Support Department for advice.

 

Alternatively the handset is covered under the manufacturers warranty and you can contact the manufacturer as below for further assistance, which may be quicker and more convenient for yourself:

 

Samsung - 0845 7267 864