Guest xboxdevil Posted December 10, 2004 Report Share Posted December 10, 2004 Apologies if I'm off topic here, but my M2000 has a faulty headset and Orange Customer care will not send out a new one as it is an 'accessory' and have told me to send them back to HTC to be replaced..........does this seem right? Think I'll just keep phoning back and hope someone else will just send one out. Anyone else any other ideas? (the right earpiece does not produce any sound) Link to comment Share on other sites More sharing options...
Guest knightsfield Posted December 10, 2004 Report Share Posted December 10, 2004 Where did you buy the phone from? Assuming it’s direct from orange ring them up and remind them of their obligations under the sales of goods act 1979, which is now the The Sale and Supply of Goods to Consumers Regulations 2002. Goods sold must be fit for their purpose and obviously if it’s broken it isn’t fit for anything. It is orange who sold you the phone and it is them that must replace the item if you want them to. You could also reject the item and get a full refund. You can, if you so wish, accept their advice to send it to HTC but you don’t have to. By law it is orange who must replace it. If they refuse report them to the DTI. Link to comment Share on other sites More sharing options...
Guest xboxdevil Posted December 13, 2004 Report Share Posted December 13, 2004 Thanks for that, Yes it was Orange who I purchased the phone from. I called them back and explained what you advised, but they were adamant that it was not their responsibility! Out of principle I feel obliged to escalate this to the DTI as you suggested, although I feel a little aggrieved that I have to resort to this measure........ will let you know how I get on :) Link to comment Share on other sites More sharing options...
Guest xboxdevil Posted December 13, 2004 Report Share Posted December 13, 2004 Seems a lot of effort for the sake of it but the DTI Webpage directs you to Consumer Direct who have advised me that I have a contract with Orange, so under the Consumer Sales & Goods act they are obliged to repair or replace the faulty item. OK stage one accomplished I have a reference number and am waiting on a letter which I need to forward onto Orange........ Link to comment Share on other sites More sharing options...
Guest knightsfield Posted December 13, 2004 Report Share Posted December 13, 2004 It does seem crazy that for the cost of a couple of quid that orange would be so stubborn, when they are clearly breaking the law. Not to mention they might have one less customer when it comes to renewal time. Keep a record of any costs involved in pursuing this then send orange a bill. One thing that has worked for me in the past is to fill out a CCJ form (can download one from the web) and send a photocopy along with your letter. Stating you will start CCJ proceedings on a given date if the issue is not resolved before had. Sending a copy to a Director of the company also usually helps. Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 It is my understanding that most of the information is rubbish. Orange have a right to attempt to repair the headset. They'd send it to HTC for this... it's easier/faster for you to do this yourself. I've no doubt that a letter to 'Executive Office' at the address on the back of your Orange bill will result in some sort of solution :D Link to comment Share on other sites More sharing options...
Guest philgriffiths Posted January 26, 2005 Report Share Posted January 26, 2005 Orange have a right to attempt to repair the headset. They'd send it to HTC for this... it's easier/faster for you to do this yourself. <{POST_SNAPBACK}> I don't see how it's easier to do this yourself. If you have to send it to HTC you first have to find their address, arrange postage and do so at your expense. Why should a customer have to do this when it is the company that has, albeit unkowlingly sold faulty goods. If you had bought a TV that was faulty from your local store you would be straight down there wanting it replaced. you wouldn't expect them to give you the manufacturers address and send it there yourself would you? Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 I don't see how it's easier to do this yourself. If you have to send it to HTC you first have to find their address, arrange postage and do so at your expense. Why should a customer have to do this when it is the company that has, albeit unkowlingly sold faulty goods. If you had bought a TV that was faulty from your local store you would be straight down there wanting it replaced. you wouldn't expect them to give you the manufacturers address and send it there yourself would you? <{POST_SNAPBACK}> It's easier from orange's point of view. BTW... increasingly if you take your TV back to get it replaced... they'll send it away for repair. Many people might be surprised at the difference between buying from Orange direct (phone/internet) and buying at the Orange shop. If you buy say, an upgrade, from Orange direct you have a 7 day return period in case you don't like the phone. If you upgrade in the shop there is NO return period at all. Also if the phone is bought from Orange direct and goes faulty they'll replace it for you within the first 6 months... after that you have to send it back to the manufacturer for repair. If you buy from and Orange shop you only get it replaced if it goes faulty within 28 days. Incidentally... for some time now the Orange shop have been charging customers £7.99 to send their phone off for repair. This is apparently a premium for priority service... at the end of the day it often takes many weeks before you get your phone back. Orange care used to be the answer... but thats £60 a year and an 'admin fee' is sometimes added on. Since HSBC took over they've become very strict... just make sure you are fully aware of your terms and conditions. If you are not familiar with the Ts & Cs I suggest you read them now to avoid dissapointment. Link to comment Share on other sites More sharing options...
Guest Chaser81 Posted January 26, 2005 Report Share Posted January 26, 2005 (edited) It hacks me off when people start getting on their high horse and spouting Dti regulations left, right and centre when they clearly DONT understand the law. If you read the warranty that came with ANY mobile phone, you would find that chargers, batteries and headsets are not covered under the guarantee as they are considered accessories. Stop being so damn cheap and buy a new headset, they are only 15 quid. These are the terms and conditions that YOU signed up for when you got the phone on Orange: Definition of Device: A mobile telephone, device or data card (excluding accessories) which is approved by Orange for connection to its network Definition of Accessories: Goods designed for use with but not part of phones and approved for use by Orange Oh, and this particularly important one: (14.1) Your Device is not a part of your Contract. Your Device and Accessories are acquired by you outside the terms of your Contract. That last one means that no amount of arguing is going to get them to give you a refund based on a faulty headset. Now that I have that out of my system, Orange customer service largely depends on who you speak to when you phone them with a problem. As with so much in life, there are rude people and helpful people. Rather than (fruitlessly) attempting to escalate things to the DTI, phone Orange again and try and get through to someone more helpful. BE NICE, and explain the situation and see if there is anything they can do. If you still get no joy, ask to speak to a customer account manager, which should be your first point of call before any further action. EDIT: Just spoke to Orange trade support about your case (in general of course, cause I dont know you or your number) and they confirmed that accessories are not covered by an warranty from Orange, and said that he didnt think customer services would do anything (as they have no way of booking it onto their system, and it says in their T&Cs that accessories are not covered), but agreed with my assessment as to having a word anyway. What he DID suggest though was contacting HTCs repair centre in the UK on 0871 2230217 to see if they would be willing to do anything about it. As the T&Cs says above, the equipment is obtained seperately from Orange, so Orange consider it HTCs responsibility to replace it if it can be. Edited January 26, 2005 by Chaser81 Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 As far as I'm aware... 1. The terms and conditions you sign up for do not affect your statutory rights. 2. If the seller uses the fact it has a certain accessory to sell the package then it is covered under consumer protection laws. Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 You make a very valid point about customer service being all about who you speak to. Working in the shop I have to deal with the call centres many times a day. It is very annoying when you get through to someone (who knows you are orange retail staff) who is less than helpful. There are a few shining stars though who time and again go out of their way to help. There is nothing I like more than dealing with customer issues as I get a great deal of satisfaction out of finding a seemingly impossible solution. IMHO all call centres are the same... a few numpties, a few non-plussed and a few truly helpful bods. Link to comment Share on other sites More sharing options...
Guest Chaser81 Posted January 26, 2005 Report Share Posted January 26, 2005 (edited) I'd agree with that. Also, if the guy with the problem had bought the M2000 from my shop, I would replace the headset for him as a goodwill gesture, so I would imagine that Orange retail might if he asks nicely, thus saving all this hassle. Oh, by the way, if you need to add something to your original post MrOrangeShop, please edit it rather than posting again right below it. :D Edited January 26, 2005 by Chaser81 Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 I'm just getting used to this style of forum... I tried to quote using the '+ quote' button and it didn't do anything... I've worked it all out now. TBH if someone had come into my shop with the headset I'd take one out another box then arrange to have a new replacement sent to me for the one that is faulty so I can still sell it... everyone's happy that way. You've got to realise that over the phone they can hang up & they can't see the length of the queue developing behind you. In my shop the last thing I want to do is argue with someone about replacing a headset... the words 'I'll exchange it for you mate' keep us both happy and let me go on to serve my next customer. Link to comment Share on other sites More sharing options...
Guest Chaser81 Posted January 26, 2005 Report Share Posted January 26, 2005 Amen to that! I'm exactly the same, and its always easier, in the interests of good customer service (and a peaceful life) to just do the exchange, so I think this guy with the M2000 would be better just taking it to an Orange retail store and seeing if they can help. Link to comment Share on other sites More sharing options...
Guest MrOrangeShop Posted January 26, 2005 Report Share Posted January 26, 2005 Amen to that! I'm exactly the same, and its always easier, in the interests of good customer service (and a peaceful life) to just do the exchange, so I think this guy with the M2000 would be better just taking it to an Orange retail store and seeing if they can help. <{POST_SNAPBACK}> I will always try and make the customer aware that I am there to help... I don't think about commission (believe it or not)... if I sell you a duff product I'm only going to have to deal with it later. I know there are salesman that think about commission 100% of the time (I work with one) but all they do is cause trouble... Does anyone realise that if you work in the Orange shop it is always possible that your next customer has a hidden camera. Our commission goes by our mystery shop score. These are known as 'customer first shops' if we give innacurate/bad advice the whole shop will suffer. All of my colleagues will see the video and see how well/badly I performed. It is in the best interest of every Orange shop employee to make sure the customer comes first! Link to comment Share on other sites More sharing options...
Guest wheresalan Posted January 27, 2005 Report Share Posted January 27, 2005 I had a similar problem with my C500 headset. I know is not a M2000 headset but HTC all the same. When I upgraded to the C500 I tested my headset it was knackered. So I phoned O CS to sort it out. I was told 'As the headset is an accessory it is not covered by the O warranty and I would have to speak to HTC direct'. I did and the HTC guy I spoke to said that they don't actually make the headsets and therefore he can't do anything to help. Whether this is true or not I don't know... :shock: So I got back onto O CS to get this sorted but they were not much help. I wasn't sure where I stood with the issue, so I just returned the whole phone under the 14 day money back guarantee and upgraded again the next week. :D Not the most ideal solution, but hey it worked! Al Link to comment Share on other sites More sharing options...
Guest amo Posted February 10, 2005 Report Share Posted February 10, 2005 FYI: Orange have a 28 day replacement period, so you could have had a replacement within the first 28 days regardless of where the fault lies. This obviously saves you the hassle of having to cancel and reoganise upgrades. No use to you now, but future reference I guess :lol: Link to comment Share on other sites More sharing options...
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now