Orange replacements: can someone tell me when...

...their policy changed? In years gone by insurance and warranty were delt
with seperately but I've just phoned for a replacement for my wife (first
one in *ages*) and they tell me that I need to contact Nokia. I've no
insurance because it's not worth paying out the £5 every month vs. the
number of times Rachel has lost her phone in the last 9 years (once) means
it'd be cheaper to get a new phone...

To the point... Rachel's phone is less than 12 months old. When did Orange
change their policy from providing a warranty replacement service for 12
months to what they provide now.

She's on an old talkplan; Talk 60 BTW and we've definately not received any
new terms and conditions.

--
Abo

www.pickuptruckracing.com

Posting from my desktop

---

› See More: Orange replacements: can someone tell me when...

Abo wrote:
> ...their policy changed? In years gone by insurance and warranty were delt
> with seperately but I've just phoned for a replacement for my wife (first
> one in *ages*) and they tell me that I need to contact Nokia. I've no
> insurance because it's not worth paying out the £5 every month vs. the
> number of times Rachel has lost her phone in the last 9 years (once) means
> it'd be cheaper to get a new phone...
>
> To the point... Rachel's phone is less than 12 months old. When did Orange
> change their policy from providing a warranty replacement service for 12
> months to what they provide now.
>
> She's on an old talkplan; Talk 60 BTW and we've definately not received any
> new terms and conditions.

Orange have for a while I washed their hands of warranty claims after 6
months. Whilst they'll accept it's in warranty, they'll require the end
user to contact the manufacturer for repair.

In some ways this might result in a faster service, as Orange would have
to send it to Nokia etc and then send it back to you - just acting as a
middle man (taking time and possibly losing it on the way!). Sending it
in yourself will cut a bit of time out.

As far as I know, for claims less than 6 months old, they may still
handle it in house, but you may still have to wait for them to get it
repaired. As I understand it, they're under no obligation to provide
you with a loan or replacement handset - just to repair it (or replace
at their discretion).

D

[email protected]ks declared for all the world to hear...
> ...their policy changed? In years gone by insurance and warranty were delt
> with seperately but I've just phoned for a replacement for my wife (first
> one in *ages*) and they tell me that I need to contact Nokia. I've no
> insurance because it's not worth paying out the £5 every month vs. the
> number of times Rachel has lost her phone in the last 9 years (once) means
> it'd be cheaper to get a new phone...
>
> To the point... Rachel's phone is less than 12 months old. When did Orange
> change their policy from providing a warranty replacement service for 12
> months to what they provide now.

Orange do not replace under manufacturer warranty and never have done,
they repair.

Replacements were and are still are provided under the warranty aspect
of the Care product. If you don’t have the Care product then you get bog
standard manufacturer warranty plus your statutory rights etc. If you
don't want the hassle of dealing with repair yourself take your phone to
an Orange Shop with a *dated* proof of purchase showing the IMEI of the
phone to be repaired.

--
Regards
Jon

"Jon" <[email protected]> wrote in message
news:[email protected]...
> [email protected]ks declared for all the world to hear...
>> ...their policy changed? In years gone by insurance and warranty were
>> delt
>> with seperately but I've just phoned for a replacement for my wife (first
>> one in *ages*) and they tell me that I need to contact Nokia. I've no
>> insurance because it's not worth paying out the £5 every month vs. the
>> number of times Rachel has lost her phone in the last 9 years (once)
>> means
>> it'd be cheaper to get a new phone...
>>
>> To the point... Rachel's phone is less than 12 months old. When did
>> Orange
>> change their policy from providing a warranty replacement service for 12
>> months to what they provide now.
>
> Orange do not replace under manufacturer warranty and never have done,
> they repair.

I had a 7610 replaced by Orange at 6 months old (this was 18 months ago)
when the backlight failed. The replacement was delivered by courier next day
and they took the broken phone away. Whether Orange still do this looks
unlikely but I can vouch for the fact that they certainly used to.

Dave

"Dave" <[email protected]> wrote in message
news:[email protected]...
>> Orange do not replace under manufacturer warranty and never have done,
>> they repair.
>
> I had a 7610 replaced by Orange at 6 months old (this was 18 months ago)
> when the backlight failed. The replacement was delivered by courier next
> day and they took the broken phone away. Whether Orange still do this
> looks unlikely but I can vouch for the fact that they certainly used to.

Ah wait! Sorry, replying to myself. My first 7610 was nicked (I was
uninsured) so they basically said that if I took out Orange Care I could
have a replacement 7610 for £100. Now that my failing memory returns it was
the 'replacement' 7610 which was replaced and this was covered by the
obligatory Orange Care I had to take out. Hmmmm, maybe I better insure this
N80.....

Dave

[email protected] declared for all the world to hear...
> I had a 7610 replaced by Orange at 6 months old (this was 18 months ago)
> when the backlight failed. The replacement was delivered by courier next day
> and they took the broken phone away. Whether Orange still do this looks
> unlikely but I can vouch for the fact that they certainly used to.

For handsets purchased over the phone or online, or if you have Care.
--
Regards
Jon

"Dave" <[email protected]> wrote in message
news:[email protected]...
>
> "Dave" <[email protected]> wrote in message
> news:[email protected]...
> >> Orange do not replace under manufacturer warranty and never have done,
> >> they repair.
> >
> > I had a 7610 replaced by Orange at 6 months old (this was 18 months ago)
> > when the backlight failed. The replacement was delivered by courier next
> > day and they took the broken phone away. Whether Orange still do this
> > looks unlikely but I can vouch for the fact that they certainly used to.
>
> Ah wait! Sorry, replying to myself. My first 7610 was nicked (I was
> uninsured) so they basically said that if I took out Orange Care I could
> have a replacement 7610 for £100. Now that my failing memory returns it
was
> the 'replacement' 7610 which was replaced and this was covered by the
> obligatory Orange Care I had to take out. Hmmmm, maybe I better insure
this
> N80.....
>
When you first phone was nicked, why did you not claim on your household
insurance, it was almost certainly covered, something the phone companies of
course don't tell you.
Peter

"Abo" <[email protected]> wrote in message
news:[email protected]...
> ...their policy changed? In years gone by insurance and warranty were delt
> with seperately but I've just phoned for a replacement for my wife (first
> one in *ages*) and they tell me that I need to contact Nokia. I've no
> insurance because it's not worth paying out the £5 every month vs. the
> number of times Rachel has lost her phone in the last 9 years (once) means
> it'd be cheaper to get a new phone...
>
> To the point... Rachel's phone is less than 12 months old. When did Orange
> change their policy from providing a warranty replacement service for 12
> months to what they provide now.
>
> She's on an old talkplan; Talk 60 BTW and we've definately not received
> any new terms and conditions.

Orange have a strange attitude to the sale of goods act and pretend they
have no obligation wrt warranty. If Orange sold the phone then it is their
responsibilty to deal with any warranty claims, of course the customer can
also deal with the manufacturer direct if they so choose.

As Talk60 used to include orange care and you have received no notice from
orange that they removed it from the talk plan then you should get a
replacement.

"Jack Torrence" <room217[at]overlook.freeserve.co.uk> declared for all
the world to hear...
> Orange have a strange attitude to the sale of goods act and pretend they
> have no obligation wrt warranty. If Orange sold the phone then it is their
> responsibilty to deal with any warranty claims, of course the customer can
> also deal with the manufacturer direct if they so choose.

Customers outside of 6 months can have an Orange Shop deal with the
repair.

> As Talk60 used to include orange care and you have received no notice from
> orange that they removed it from the talk plan then you should get a
> replacement.

The Care gave insurance for 12 months and warranty for 3 years. If no
upgrade has taken place since then then the policy will have lapsed.
--
Regards
Jon

"Jon" <[email protected]> wrote in message
news:[email protected]...
> "Jack Torrence" <room217[at]overlook.freeserve.co.uk> declared for all
> the world to hear...
>> Orange have a strange attitude to the sale of goods act and pretend they
>> have no obligation wrt warranty. If Orange sold the phone then it is
>> their
>> responsibilty to deal with any warranty claims, of course the customer
>> can
>> also deal with the manufacturer direct if they so choose.
>
> Customers outside of 6 months can have an Orange Shop deal with the
> repair.

Shame OCS don't make this clear to the customers instead of implying that
after six months Orange has no responsibility for warranty claims.

>> As Talk60 used to include orange care and you have received no notice
>> from
>> orange that they removed it from the talk plan then you should get a
>> replacement.
>
> The Care gave insurance for 12 months and warranty for 3 years. If no
> upgrade has taken place since then then the policy will have lapsed.

You're quite correct. Forgot it was only included for the 12 months.

Jack Torrence wrote:

>> The Care gave insurance for 12 months and warranty for 3 years. If no
>> upgrade has taken place since then then the policy will have lapsed.
>
> You're quite correct. Forgot it was only included for the 12 months.

She's upgraded every year, the last time being about 9 months ago, when the
6680 came out.

--
Abo

www.pickuptruckracing.com

Posting from my desktop

Jack Torrence wrote:
> > Customers outside of 6 months can have an Orange Shop deal with the
> > repair.
>
> Shame OCS don't make this clear to the customers instead of implying that
> after six months Orange has no responsibility for warranty claims.

When I had problems (with my sixth SPV E200 - unable to answer about
1/6th of calls) Orange tried to wash their hands of it. They made up
some elaborate excuse about it being 6 months old (well that particular
replacement was two days old when it started playing up and was first
reported). They said the orange shop wouldn't deal with it because I
didn't buy the phone from an Orange shop (I bought it direct from 150)

The trading standards website quotes the sale of goods act (in its
updated form) which more or less says goods should last for a
"reasonable time" and reasonable time can be up to six YEARS depending
on the circumstances. In my opinion, a reasonable time for a mobile
phone to last is at least the length of the phone contract. Eventually
they replaced it "as a goodwill gesture"