Hi
I'm wondering if you could please help explain what my rights are regarding a faulty mobile phone.
I took my contract out with Orange in May 2008 for 18 months with a Sony Ericsson W910i mobile phone. During the first week of receiving the phone I noticed that there was a fault and my phone was replaced without any problems.
However, I have recently started to experience a problem with the phone where it switches itself off. A problem I have also found that friends and family with the same model phone are having. I rang Orange 2 weeks ago to explain the problem and they advised me that it was due to using 3G and advised me to turn this off, which I did. However the problem has still continued. Then i recieved a phone call from a friend on Sunday to advise me that her phone switched itself off and no wont come back on.
I rang Orange on Sunday and explained that my phone was still experiencing problems and explained about my friend who had the same problem. I told them I was worried as I was coming to the end of my 12 month warranty and I wanted to resolve the issue before I lost full functionality. I was advised that it wasnt happening often enough for it to be considered an issue and they advised me to purchase Orange care cover, which I pointed out surely insurance wouldnt cover me for a problem I have already raised. He then agreed and advised me to go onto the manufacturers website and download a software upgrade as it is a problem that these models where having.
I spoke to my friend and my cousin who both have the same phone, they both rang O2 they have no extended warranty or insurance and they have been issued with new model replacement phones.
I rang back Orange on Tuesday to ask why they were not prepared to offer me a replacement like O2 and they said that as the 6 months for which they cover the product for it was down to the manufacturer which I needed to contact myself or I could pay £70 and have a replacement phone.
I have rang back today again to complain with Orange and the guy I spoke to basically said it was my own fault for not taking out Orange care, when I tried to explain that there is a fault with the phone it was not something I had caused he said it made no difference and basically told me I should purchase a new phone for the remaining 6 months of my contract.
I just want to know if anyone has any advice on what I should do and what my rights are regarding this problem.
Sorry to ramble on for so long, any help that you could give would be appreciated.
Many thanks, Cheryl
I'm wondering if you could please help explain what my rights are regarding a faulty mobile phone.
I took my contract out with Orange in May 2008 for 18 months with a Sony Ericsson W910i mobile phone. During the first week of receiving the phone I noticed that there was a fault and my phone was replaced without any problems.
However, I have recently started to experience a problem with the phone where it switches itself off. A problem I have also found that friends and family with the same model phone are having. I rang Orange 2 weeks ago to explain the problem and they advised me that it was due to using 3G and advised me to turn this off, which I did. However the problem has still continued. Then i recieved a phone call from a friend on Sunday to advise me that her phone switched itself off and no wont come back on.
I rang Orange on Sunday and explained that my phone was still experiencing problems and explained about my friend who had the same problem. I told them I was worried as I was coming to the end of my 12 month warranty and I wanted to resolve the issue before I lost full functionality. I was advised that it wasnt happening often enough for it to be considered an issue and they advised me to purchase Orange care cover, which I pointed out surely insurance wouldnt cover me for a problem I have already raised. He then agreed and advised me to go onto the manufacturers website and download a software upgrade as it is a problem that these models where having.
I spoke to my friend and my cousin who both have the same phone, they both rang O2 they have no extended warranty or insurance and they have been issued with new model replacement phones.
I rang back Orange on Tuesday to ask why they were not prepared to offer me a replacement like O2 and they said that as the 6 months for which they cover the product for it was down to the manufacturer which I needed to contact myself or I could pay £70 and have a replacement phone.
I have rang back today again to complain with Orange and the guy I spoke to basically said it was my own fault for not taking out Orange care, when I tried to explain that there is a fault with the phone it was not something I had caused he said it made no difference and basically told me I should purchase a new phone for the remaining 6 months of my contract.
I just want to know if anyone has any advice on what I should do and what my rights are regarding this problem.
Sorry to ramble on for so long, any help that you could give would be appreciated.
Many thanks, Cheryl
