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> HUGE problem with Orange UK + k700i
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Hi guys.. this is what happened with Orange!
After 1 happy year with Orange, I decided to upgrade the last 1st Oct. Went to the Orange Shop in Brighton and asked them for the k700i. I paid 50 quid and they gave me a phone plus a new sim card, which would be active within 2 hours (or so he told me).
The new SIM Card they gave me NEVER bcame active, the following day i got like 7 sim updates on that sim but still the sim couldnt make any calls, so I put my old orange sim card (the one I was using before upgrading=) and everything was FINE from that day on.
It was so good that I even UNLOCK plus UNBRANDED the phone myself at home.. thus spending 16 pounds in the necessary credits. Damn it ! I even bought a Quickshare sticker to remove the shitty orange one and also the "ONLINE >>>" sticker to replace the "ORANGE" on the left hand side button.
NOW! NOW ITS WHEN THE SHIT COMES TO ME!
Last week (2 weeks after upgrading) the guy from the shop left me a message in my answer phone. they needed to talk to me URGENTLY about my upgrade. Tried to call back but they never answer. We'll we basically spent some days back and forth until yesterday that he left me another message
"IF you were wondering what was this about - well basically a mistake was made on your upgrade. Obviously we gave you sim card that wasnt meant to be for you. So now we need you to come to the shop to take the your handset's IMEI"
So.. well I thought.. its not so bad, they just need the IMEI!
I didnt go to work htis morning and pop by the Orange Shop. Surprise! A long queue! I went straight to the counter and asked for the guy that did my upgrade.
When the guy came he basically wanted me to wait in the queue. I told him that it was his mistake and obviosly I considered it to be inappropriate to make me wait. He said I had to bring the phone and wait the queue. Then they would CANCEL the pgrade, and ISSUE me a new one, but with a DIFFERENT HANDSET. Angry to limits I left the shop and called orange. They had no record of my account having been upgraded - so basically their records said I still had a t610.
Now ! What should I do!?
I'm writing a complain letter to Orange, but you know me not being english I'm not too sure how to approach them. Basically after all this I want to threat them I would leave Oragne and go to O2 or whatever.
Don't know guys.. what's your view on this problem?
What's the worst that can happen if I reject to return this phone for which I paid 50 quid, that I've been using for 20 days, and for a mistake done that had nothing to do with me?
Thanks all.
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Posted: 2004-10-19 22:54:18
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I hate to say it, but you are probably in the wrong here, as the phone isnt technically yours until after your 12 month contract period. They usually can ask for the handset back at anytime.
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Posted: 2004-10-19 23:53:46
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Ok, fair enough.. the phone isnt mine.
But that doesnt give them the right to treat customers that way, even worse cos its their fault. After all I'm a customer who's given them way more money that what my first t610 would cost them, they're not doing me any favor.
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Posted: 2004-10-20 00:06:44
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Alright mate, where do I start... LOL
First of all, they have no right to demand the return of the handset, as you have a contract for sale (i.e Your sales receipt and your upgrade agreement). This is a legally binding contract (Under the Contracts Act (as ammended) and the Sales Of Goods Act (as ammended)), for which not even Orange can break. Your contract with Orange was for them to provide you with a handset at an agreed subsidised price and in return you would stay with them for a minimum of 12 consecutive months.
Secondly, under EU legistlation, the handset is undisputedly yours as soon as you sign that agreement providing you did not obtain it under false preteses or fraudulently. You have no legal obligation to return the handset to them or to pay any additional fees. Should they request the handset to be return for whatever reason, then you can do one of to things.
1. Refuse to return the handset considering the above points.
2. The poor guy who sold you the phone possibly did it wrongly and is in the doo doo. Should this be the case, I would agree to it's return on the proviso that you will be adequately compensated for the alterations you have made to ensure your new one is to the same standard as the return one.
If Orange attempt to obtain any further monies from you or threaten any further action against you without due cause, then contact a solicitor immeadiately as they are in breach of both contract and EU legistlation.
Hope this makes sense and is of help.
If I can help further, please do not hesitate to PM me.
Cheers
Walrus :o)
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Posted: 2004-10-20 00:40:49
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Wow.. that sounds like a well elaborated explanation! Thanks a lot, a have some good stuff to write my complain letter
i will send this to both orange CS and the manager of the orange shop.. and see what they say.
Thanks
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Posted: 2004-10-20 01:31:52
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If I were you I wouldnt mention at this stage that you have unbranded the phone as this would have voided the warrenty.
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Posted: 2004-10-20 02:07:37
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what i want to know is what makes you think you have the right to go straight to the front of the queue and everyone should fall at your feet? you said you are a customer, well so are the people in that queue. how would you like it if you were waiting patiently in a queue for 15 minutes and a guy walked straight in, to the front of the queue and got served?
edit: also why is this thread called "HUGE problem with orange uk and k700"? the problem is between YOU and orange. the phone itself is not at fault, it has nothing to do with the phone.
[ This Message was edited by: nature on 2004-10-20 06:06 ]
[ This Message was edited by: Nature on 2004-10-20 06:07 ]
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Posted: 2004-10-20 04:58:00
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Quote:
On 2004-10-20 04:58:00, Nature wrote:
what i want to know is what makes you think you have the right to go straight to the front of the queue and everyone should fall at your feet? you said you are a customer, well so are the people in that queue. how would you like it if you were waiting patiently in a queue for 15 minutes and a guy walked straight in, to the front of the queue and got served?
edit: also why is this thread called "HUGE problem with orange uk and k700"? the problem is between YOU and orange. the phone itself is not at fault, it has nothing to do with the phone.
[ This Message was edited by: nature on 2004-10-20 06:06 ]
[ This Message was edited by: Nature on 2004-10-20 06:07 ]
well
1) It's just a matter of how well you treat your customers. If you cause a problem to a customer, at least be considerate. I obviously have no problem queueing .. indeed I waited for 1 hour!!! when i bought the phone. But the reason for me being to the shop again wasnt even my fault. It was the guys fault, the companys fault and therefore I don't see why I have to queue. Im not in the shop with the status of a "customer" who is gonna get a service done, Im there because of them, because they have to FIX a problem THEY have caused. And honestly, if under those circumstances they make me wait- it's very clear to me - they care shit about their customers.
2) i stated problem with orange + k700 cos my concerns are aroudnb a mobile phone (k700) ive been using for 20 days and that now they (not nicely) ask me to return cos a mistake was made.
ps. I didn't go to the shop to be "served" as you say. I repeat: they had to fix their own mistake. The least they should do is to ease the pain of being at the shop again. See my point?
[ This Message was edited by: khyros on 2004-10-20 10:32 ]
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Posted: 2004-10-20 11:30:57
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Actually, mate, it is you who are missing the point. Apart from the fact that your biggest concern is whether you or not you are legally entitled to keep the phone (when ethically, it is quite clear that you should allow them to exchange it, given a genuine mistake has been made, entitled though you may be to be compensated for your inconvenience), you don't seem to understand the point that Nature was making, which is that, irrespective of your reason for being in the shop, you still do not have the right to make other customers (whose fault it is certainly not that you have a problem) wait so that you can be served (yes, it is called being served, if you are waiting for someone in the shop to deal with you as opposed to any other customers).
Why don't you just be a good boy, stand in line, let them swap your phone and stop whingeing. On this occasion, they are allowing you an opportunity to undo what you have thus far done by invalidating your warranty for cosmetic reasons - I think you should be biting their hand off!
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Posted: 2004-10-20 12:13:18
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@khyros
Admittedly this is an annoying problem, but hardly worthy of the level of melodrama you are attaching to it. The first thing you need to do is to calm down and look at the situation objectively.
A mistake has been made by Orange and they have offered to rectify that mistake; rather than looking to win an Oscar for best dramatic performance I would advise you to accept their offer and be happy that the matter is resolved.
I have to say something about the queue though; you say you aren't English, which I will extrapolate to mean that you aren't British. I'm not sure how familiar you are with British customs, but queuing is a staple of British society, the queue is sacrosanct in this country and it isn't looked upon favourably if anyone skips ahead. Of course being British no one will actually say anything, but I'm sure there would be disapproving stares. Waiting patiently in a queue has seen this country through two world wars and a lot more besides; never, ever, skip ahead in a queue.
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Posted: 2004-10-20 13:44:13
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