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> Orange free handset upgrades - beware
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I was ofered a free handset upgrade on my UK Orange account. The convincing reason to go for it was they'd send me a free handset (something primitive) but I could just give it to a friend or sell it, keeping my P800 as before.
What they DIDN'T tell me was they also moved my handset insurance to the free handset. When my P800 failed to boot on Friday (drive full problem) and I took it to the Orange shop, they told me that handset isn't covered!!!!
Understandably I'm livid, and still trying to sort this out with them. No customer satisfaction yet...
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Posted: 2004-07-13 08:20:25
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Always read the small print... I went to do this the other week, the guy in the orange shop cardiff explained all the pros and cons. Left no question unanswered! I walked away insurance intact and very happy!
Burgaz
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Posted: 2004-07-13 09:55:57
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Well, confirming that Orange are nob-jockies, they refuse to admit it's their fault for never telling me, as this was a telephone sale.
I took my P800 to the local shady phone shop and got the latest firmware flash. All fixed.
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Posted: 2004-07-15 16:03:47
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You cant call them all nob-jockeys just because you were foolish enough not to read the terms and conditions! Fair enough, in the interests of customer service they SHOULD tell you, but they dont HAVE to. And if the person you talk to happens to forget that little bit of (albeit vital) info, you have only yourself to blame for not checking first.
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Posted: 2004-07-15 16:27:26
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They had told me that I should take the handset because I could give it away or sell it if I wished.
I did point out to them before the upgrade that I had no intention on registering the new handset myself, or using it.
The fact that they didn't tell me the handset insurance would transfer just smacks of serious oversight on their side. They failed to call me back 3 times to discuss the matter, and eventually they said there was nothing more they could do.
It would have cost them peanuts to take my handset and firmware flash it. I shall most likely cancel my contract as soon as my new 12 months are up, despite having been with them for about 6 years and paying £5 a month insurance for the last 18 months.
So much for their customer satisfaction.
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Posted: 2004-07-15 16:39:55
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@ Pugwash - I've just upgraded through Orange - talked them into giving me one of their new customer deals even though I'm a current customer - but part of the deal was that I agree to a new 12 month contract and a phone came as part of that. I told them I wouldn't be using the upgrade phone and would sell it - that's fine they said. The question of warranty doesn't concern me as the phone I use on my Orange account is a sim-free K700 and isn't covered by their insurance or warranty.
HOWEVER, on the delivery note that was sent to me with the upgrade phone [a Motorola V500 which I am selling] it says quite clearly: "Please call to register your phone, which will update your insurance and warranty cover where applicable." If yours says the same, then it suggests to me that the upgrade phone shouldn't be covered by their warranty until you ring to register it. If you have registered it, then I suggest you can try arguing that point, that the warranty hasn't transferred to the new phone.
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Posted: 2004-07-15 18:01:48
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I did say I had never rung to register, but they claim it was pre-registered to me. They know the handset was used by someone else as they asked me to confirm this. The new sim they sent me was also not used or registered at all.
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Posted: 2004-07-15 18:08:29
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Oh well, worth a try . . .
I distinctly remember when I spoke to the person at Orange disconnections and agreed to accept a new customer deal plus an upgrade phone instead of going elsewhere [I wanted the new deal in the first place, just playing them along] she was adamant that I should ring Orange when the upgrade phone arrived to register it and validate the warranty on it. She said nothing about it being pre-registered because I queried that, said why do I have to ring to register it when I'm not using it or keeping it, and she distinctly said to validate the warranty. And there it was again in writing on the Delivery Note. So something doesn't add up here - sounds like one arm of Orange doesn't know what it's talking about.
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Posted: 2004-07-15 18:15:54
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Residentevil Posts: > 500
Now we can see the importance of the small print.
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Posted: 2004-07-15 18:18:30
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pug - were YOU called by a company saying they were Orange?
As it may have been a 3rd party dealer saying they were Orange representatives or calling on behalf of orange - we get alot of these.
carrie - it sounds as if you called into Orange so the full terms would be explained as we do it properly, some dealers unfortunatly don't then we take the grief for thier incompetence.
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Posted: 2004-07-15 19:53:39
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