Guest zoidster Posted September 12, 2006 Report Share Posted September 12, 2006 (edited) don't beleive it ! My M3100 has a pin prick sized dent & a crack in it (about 1cm long ) - still works ok (visually and physically) .... But I am ABSOLUTELY GUTTED Fortunately - I have orange care , but as I don't know exactly how the accident happened - I can't really make legitimate claim Does anyone know where I can get a replacement screen , & how much it'd cost ? also , would a mortal such as me be able to fix it ? Got a feeling replacing it is going to be costly though I want to cry :D Edited September 15, 2006 by zoidster Link to comment Share on other sites More sharing options...
Guest randomelements Posted September 12, 2006 Report Share Posted September 12, 2006 Doesn't Orange care cover accidental damage? Gutted for you. :D Link to comment Share on other sites More sharing options...
Guest zoidster Posted September 12, 2006 Report Share Posted September 12, 2006 Doesn't Orange care cover accidental damage? Gutted for you. :D No mate ! .... well they SAY they do - but when it comes down to it they try to hold you neglegent for virtually EVERY scenario you may present For example - my mate went out , his phone fell out of his pocket and broke He put in his claim - and my friend , assuming he had a level of cover for such things , just told the truth and told them that the phone had fallen out of his pocket , which he must have forgotten to zip up Oranges verdict ? He had not taken reasonable care by not zipping the pocket up - and therefore was not eligible to claim !! I had a similar occourance when I tried to claim for a Nokia 9500 screen (external) - but in my case I was fortunate enough to speak to a orange CSR who ACTUALLY TOLD ME what to say for a succesful claim ! Certainly does make you wonder what you actually are covered for :D Link to comment Share on other sites More sharing options...
Guest zoro25 Posted September 12, 2006 Report Share Posted September 12, 2006 No mate ! .... well they SAY they do - but when it comes down to it they try to hold you neglegent for virtually EVERY scenario you may present For example - my mate went out , his phone fell out of his pocket and broke He put in his claim - and my friend , assuming he had a level of cover for such things , just told the truth and told them that the phone had fallen out of his pocket , which he must have forgotten to zip up Oranges verdict ? He had not taken reasonable care by not zipping the pocket up - and therefore was not eligible to claim !! I had a similar occourance when I tried to claim for a Nokia 9500 screen (external) - but in my case I was fortunate enough to speak to a orange CSR who ACTUALLY TOLD ME what to say for a succesful claim ! Certainly does make you wonder what you actually are covered for :D I really feel for you. :D only thing I would suggest is telling a porkie and stating that it was the stylus that did it. z Link to comment Share on other sites More sharing options...
Guest Beeble Posted September 12, 2006 Report Share Posted September 12, 2006 (edited) don't beleive it ! My M3100 has a pin prick sized dent & a crack in it (about 1cm long ) - still works ok (visually and physically) .... But I am ABSOLUTELY GUTTED Fortunately - I have orange care , but as I don't know exactly how the accident happened - I can't really make legitimate claim Does anyone know where I can get a replacement screen , & how much it'd cost ? also , would a mortal such as me be able to fix it ? Got a feeling replacing it is going to be costly though I want to cry :D I was looking for a car charger and came across this - Nokia replacement LCD - might be worth asking if they have a Hermes (aka HTC Tytn?) version or can point you in the right direction. You could may be also have a look at this - Dopod Housing - not sure re compatibility or whether it includes a screen but maybe worth investigating. Based on the content of that site I'd reckon there are spares out there somewhere... Best of luck (and order the appropriate tools too - see above site) Edited September 12, 2006 by Beeble Link to comment Share on other sites More sharing options...
Guest mutie Posted September 12, 2006 Report Share Posted September 12, 2006 my wife washed my old fisio, when claiming on orange care i did get the feeling that if i had said that i had washed it myself they would not have paid out!! Link to comment Share on other sites More sharing options...
Guest Zahid Posted September 13, 2006 Report Share Posted September 13, 2006 my wife washed my old fisio, when claiming on orange care i did get the feeling that if i had said that i had washed it myself they would not have paid out!! If your keypad is faulty, (i.e. one of the key's doesnt work) then the Orange system automatically generates a replacement recommendation to the adviser. Link to comment Share on other sites More sharing options...
Guest Dr Who Posted September 13, 2006 Report Share Posted September 13, 2006 Oranges verdict ? He had not taken reasonable care by not zipping the pocket up - and therefore was not eligible to claim !! That is SUCH BS!!!!! That is what accidental damage means!!!! Not taking reasonable care means leaving the handset unattended or in sight inside a locked car, not having it fall out of your pocket. I would have hung up and phoned another OCS. In your case you could always claim you have a screen alignment issue (do the 3100's have that) or some other hardware fault that warrants a replacement. They never check the incoming handsets. Link to comment Share on other sites More sharing options...
Guest LSmith4285 Posted September 13, 2006 Report Share Posted September 13, 2006 (edited) I had a similar occourance when I tried to claim for a Nokia 9500 screen (external) - but in my case I was fortunate enough to speak to a orange CSR who ACTUALLY TOLD ME what to say for a succesful claim ! You do realise you committed fraud and what you did was completely illegal? Okay Orange Care my not have covered what happened to your phone but this was the same at the time you choose to take the insurance out. This surely does not warrant you lying to them in order for them to replace your phone? This is not directed at you Zoidster but some peoples disregard for the law really takes me back sometimes. Some peoples attitudes are "well my insurance should cover what happened so i will falsely claim what happened so it will cover me" you have the chance to read the T's & C's at the time of sale, if not you do have the opportunity to cancel the insurance. If you don't like the T's & C's or they don't give you the cover you would like don't sign up for the insurance. Edited September 13, 2006 by LSmith4285 Link to comment Share on other sites More sharing options...
Guest MARKUKCOUK Posted September 13, 2006 Report Share Posted September 13, 2006 You do realise you committed fraud and what you did was completely illegal? Okay Orange Care my not have covered what happened to your phone but this was the same at the time you choose to take the insurance out. This surely does not warrant you lying to them in order for them to replace your phone? This is not directed at you Zoidster but some peoples disregard for the law really takes me back sometimes. Some peoples attitudes are "well my insurance should cover what happened so i will falsely claim what happened so it will cover me" you have the chance to read the T's & C's at the time of sale, if not you do have the opportunity to cancel the insurance. If you don't like the T's & C's or they don't give you the cover you would like don't sign up for the insurance. is it not also fraud when a OCS rep tells you you don't have a claim, when you clearly do, and ringing up a different rep who confirms this? Fraud on Orange's part? Link to comment Share on other sites More sharing options...
Guest LSmith4285 Posted September 13, 2006 Report Share Posted September 13, 2006 (edited) is it not also fraud when a OCS rep tells you you don't have a claim, when you clearly do, and ringing up a different rep who confirms this? Fraud on Orange's part? Well which senario are you refering to saying you clearly have a claim? I worked for Orange for over six and a half years so I know that placing a mobile phone in an unzipped pocket is classed as not taking reasonable care (Note this is not my personal views but is the stance Orange take on insurance) If one CSR says no they are right, if you then call again and get someone else who puts it through then the CSR needs to revisit Orange Care training. If you mean the orignal poster then as he doesn't know how it happened then that in itself could be classed as not taking reasonable care because lets be honest screens don't crack themself. To be honest I can understand Orange saying you must take reasonable care otherwise people would phone up and say "I left my phone on the bar, went to the toilet chatted to my mates for twenty minutes and then made it back to the bar and my phone had gone" and if this was the case they would stop supplying insurance or the price would go through the roof. I guess Orange have to draw the line somewhere and its not going to please everyone. Edited September 13, 2006 by LSmith4285 Link to comment Share on other sites More sharing options...
Guest richard_d Posted September 13, 2006 Report Share Posted September 13, 2006 Well which senario are you refering to saying you clearly have a claim? I worked for Orange for over six and a half years so I know that placing a mobile phone in an unzipped pocket is classed as not taking reasonable care (Note this is not my personal views but is the stance Orange take on insurance) If one CSR says no they are right, if you then call again and get someone else who puts it through then the CSR needs to revisit Orange Care training. ... I guess Orange have to draw the line somewhere and its not going to please everyone. You're right they have to draw the line somewhere and if it's clear in the terms and conditions of the contract as to what is regarded as reasonable care that's fair enough. Personally I would argue that insurance against accidental damage that excluded damage from a phone falling out of a pocket isn't worth taking out. Link to comment Share on other sites More sharing options...
Guest The Doctor Posted September 13, 2006 Report Share Posted September 13, 2006 i would've thought taking reasonable care wouldve been somewhere under the grounds of general common sense... like not leaving it lying around in public places etc but if it falls out your pocket then thats got to be accidental damage, i mean its not like you expect it to fall out your pocket is it? and most pockets dont have zips! however if you leave a phone lying around in a public place then thats different, you can half expect it to go missing within 5 minutes of you leaving it. also surely t+c's are somewhat subject to the discretion of the OCR your dealing with. Phil Link to comment Share on other sites More sharing options...
Guest Dr Who Posted September 13, 2006 Report Share Posted September 13, 2006 Since reasonable care is not defined in law I think you could argue that having a phone fall out of your pocket IS an accident. I have certainly had a phone replaced when I dropped it - was I not taking reasonable care because I was not holding it tightly enough???? Clearly leaving your phone on a bar is not taking 'reasonable' care. What if the screen cracked when he had put it safely in its case in a bag but someone sat on his bag by mistake? Or placed another bag on top of it? He wouldn't know WHY it had cracked just that it now had a crack. Since the T&C's only use the phrase 'reasonable' there is no way of knowing from the T&C's whether a particular incidence will be covered, so how can you 'reasonably' choose insurance on this basis? You have to assume that the insurer will behave in a 'reasonable' manner. If you are suggesting that OCS are a bunch of jobsworths who can only read a script and not exercise sensible discretion my dealings with O in the past 18 months completely confirm your assertion. Link to comment Share on other sites More sharing options...
Guest The Doctor Posted September 13, 2006 Report Share Posted September 13, 2006 Since reasonable care is not defined in law I think you could argue that having a phone fall out of your pocket IS an accident. I have certainly had a phone replaced when I dropped it - was I not taking reasonable care because I was not holding it tightly enough???? Clearly leaving your phone on a bar is not taking 'reasonable' care. What if the screen cracked when he had put it safely in its case in a bag but someone sat on his bag by mistake? Or placed another bag on top of it? He wouldn't know WHY it had cracked just that it now had a crack. Since the T&C's only use the phrase 'reasonable' there is no way of knowing from the T&C's whether a particular incidence will be covered, so how can you 'reasonably' choose insurance on this basis? You have to assume that the insurer will behave in a 'reasonable' manner. If you are suggesting that OCS are a bunch of jobsworths who can only read a script and not exercise sensible discretion my dealings with O in the past 18 months completely confirm your assertion. Well said :D Phil Link to comment Share on other sites More sharing options...
Guest zoidster Posted September 13, 2006 Report Share Posted September 13, 2006 (edited) You do realise you committed fraud and what you did was completely illegal? Okay Orange Care my not have covered what happened to your phone but this was the same at the time you choose to take the insurance out. This surely does not warrant you lying to them in order for them to replace your phone? This is not directed at you Zoidster but some peoples disregard for the law really takes me back sometimes. Some peoples attitudes are "well my insurance should cover what happened so i will falsely claim what happened so it will cover me" you have the chance to read the T's & C's at the time of sale, if not you do have the opportunity to cancel the insurance. If you don't like the T's & C's or they don't give you the cover you would like don't sign up for the insurance. Yes , I do realise it was illegal - but as it was the Orange CSR who was suggesting modifications to my explanation I just went along with it , and I defy ANYONE who is put in that situation to say "No thank you - I rather stick to my story and have the claim voided , thanks " Anyone who claims they would do this , is , IMO , lying I respect there is an issue of legality and morality here - Legaly - I was lead by the CSR , and I can't help being impressionable , can i ? :D Morally - The morality of selling "accidental damage" insurance which is not fit for purpose is questionable , so Orange live by the sword ......... I might ad the only reason that I made my claim was because I feel I was 100% entitled to one ! (and so did the CSR evidently ) -in this case I realise I am NOT , as the damage is purely cosmetic , hence my NOT CLAIMING Otherwise I'd have been on the phone to OCS registering a hardware fault by now , wouldn't I ? Edited September 13, 2006 by zoidster Link to comment Share on other sites More sharing options...
Guest LSmith4285 Posted September 13, 2006 Report Share Posted September 13, 2006 also surely t+c's are somewhat subject to the discretion of the OCR your dealing with. Phil Yes and no, there are words like "reasonable" used in the phrasing of the T's & C's but CSRs are given a good idea of what is and isn't a claim, remember you get put through to a department that deals with them all the time so they should know exactly what is and isn't a claim. I have certainly had a phone replaced when I dropped it - was I not taking reasonable care because I was not holding it tightly enough???? Well no thats not reasonable care really, as in you dropped it. (Personally I think this should be covered) What if the screen cracked when he had put it safely in its case in a bag but someone sat on his bag by mistake? Or placed another bag on top of it? He wouldn't know WHY it had cracked just that it now had a crack. Well not knowing where your phone is could be classed as not reasonable care. Since the T&C's only use the phrase 'reasonable' there is no way of knowing from the T&C's whether a particular incidence will be covered, so how can you 'reasonably' choose insurance on this basis? You have to assume that the insurer will behave in a 'reasonable' manner. True but I'm sure we all know insurance companies a lot better than that :D If you are suggesting that OCS are a bunch of jobsworths who can only read a script and not exercise sensible discretion my dealings with O in the past 18 months completely confirm your assertion. Granted most of them are, in store we had a small list of names and extension numbers of operators who had been really helpful in the past incase we had any "issues" Link to comment Share on other sites More sharing options...
Guest mattie01 Posted September 13, 2006 Report Share Posted September 13, 2006 (edited) Yes and no, there are words like "reasonable" used in the phrasing of the T's & C's but CSRs are given a good idea of what is and isn't a claim, remember you get put through to a department that deals with them all the time so they should know exactly what is and isn't a claim. Well no thats not reasonable care really, as in you dropped it. (Personally I think this should be covered) Well not knowing where your phone is could be classed as not reasonable care. True but I'm sure we all know insurance companies a lot better than that :D Granted most of them are, in store we had a small list of names and extension numbers of operators who had been really helpful in the past incase we had any "issues" i had a issue with claiming a stolen phone with orange, they tried saying that my phone was left unattented when it was in a coat pocket, and the coat was left at my table with friends present. this they claimed as being left unattented as i didn't say "please can you look after my phone for me?" when i left the table.. i asked where in there terms and condition is stated i must say this? unfortunatly there no mention of it in there... i also explained that in there terms and conditions it does state i wont be insured if the phoen is unattented, but the phone being in a coat that is left with friends under the dictionary deffintion is not unattented, they agree to pay out. basicly they will try and blag you off to get out from paying a claim. but they are held to the terms and conditions just as much as you are. if they try and say that you are not covered for it falling out of your pocket if it isn't zipped up. then this needs to be included in there "exceptions" section in there terms and conditions otherwise they are in breach and you could possibly sue,(way too much hassle but still a posibilty) atleast for the cost of getting your phone replaced and for any money you have currently paid them as the insurance would hve been mis-sold and subject to fruad.... Edited September 13, 2006 by mattie01 Link to comment Share on other sites More sharing options...
Guest nevawlkalone Posted September 13, 2006 Report Share Posted September 13, 2006 I had a similar occourance when I tried to claim for a Nokia 9500 screen (external) - but in my case I was fortunate enough to speak to a orange CSR who ACTUALLY TOLD ME what to say for a succesful claim ! Which is....? Link to comment Share on other sites More sharing options...
Guest zoidster Posted September 13, 2006 Report Share Posted September 13, 2006 Which is....? Well , I told him It was in my coat pocket , and that when I took it out of my pocket , it was broken - I did nothing that day that would hace obviously caused it so I don't have a clue how it happened He told me that as I didn't know what had caused the damage , I could not claim He then said something like"are you absolutely sure that this is when the damage occoured ? , you didn't take it out of your pocke and put it on your desk , and then it got knocked off the desk accidently by a collegue ? " To which I replied" I don't think so " (I was a bit confused ! didn't realise what he was doing ) So he said "Well if you just check with your collegues to make sure that didn't happen - if it did , ring us back and we'll be able to accept your claim if that is the case" So I rang back - got my replacement :D Link to comment Share on other sites More sharing options...
Guest LSmith4285 Posted September 13, 2006 Report Share Posted September 13, 2006 (edited) i had a issue with claiming a stolen phone with orange, they tried saying that my phone was left unattented when it was in a coat pocket, and the coat was left at my table with friends present. this they claimed as being left unattented as i didn't say "please can you look after my phone for me?" when i left the table.. i asked where in there terms and condition is stated i must say this? unfortunatly there no mention of it in there... i also explained that in there terms and conditions it does state i wont be insured if the phoen is unattented, but the phone being in a coat that is left with friends under the dictionary deffintion is not unattented, they agree to pay out. basicly they will try and blag you off to get out from paying a claim. but they are held to the terms and conditions just as much as you are. if they try and say that you are not covered for it falling out of your pocket if it isn't zipped up. then this needs to be included in there "exceptions" section in there terms and conditions otherwise they are in breach and you could possibly sue,(way too much hassle but still a posibilty) atleast for the cost of getting your phone replaced and for any money you have currently paid them as the insurance would hve been mis-sold and subject to fruad.... Well you left it with your friends, you didn't say it was there so therefore they didn't know to look after it and it might as well been left on the bar. Not trying to pi$$ anyone off, just my honest opinion. Edited September 13, 2006 by LSmith4285 Link to comment Share on other sites More sharing options...
Guest mattie01 Posted September 13, 2006 Report Share Posted September 13, 2006 Well you left it with your friends, you didn't say it was there so therefore they didn't know to look after it and it might as well been left on the bar. Not trying to pi$$ anyone off, just my honest opinion. but it wazn;t left at the bar so thats irrelivate... it doesn;t matter that i never told them my phone was there and to look after, the two key important points are., 1. is my mates would not let anyone walk up to my stuff and go thou it, therefore it was not left unattented, by deffintion of the word deffination in the english dictionary, and that is the terminogly used in the terms and conditions so thats what to go on. 2. in the expections part (or any part for that matter) of the terms and conditions does it stat that i need to tell anyone that i am leaving the phone in the care... so by oranges own terms and conditions i was not doing anything wrong... so orange to say something isn't covered it needs to be stated in the terms and conditions despite what the people on the phone dealing with the claims say. the t&c's and legally binding for both customer and company so it works both ways if you can prove that the t&c's state or dont specially mention but imply coverage for something. Link to comment Share on other sites More sharing options...
Guest NikLP Posted September 13, 2006 Report Share Posted September 13, 2006 "Dear Orange, my phone has fallen, and it cannot get up..." You were in a multi storey car park and the phone came out of your pocket as you went up the (clearly concrete) stairs. It is now broken. GIMME GIMME GIMME!! Link to comment Share on other sites More sharing options...
Guest nevawlkalone Posted September 14, 2006 Report Share Posted September 14, 2006 Well , I told him It was in my coat pocket , and that when I took it out of my pocket , it was broken - I did nothing that day that would hace obviously caused it so I don't have a clue how it happened He told me that as I didn't know what had caused the damage , I could not claim He then said something like"are you absolutely sure that this is when the damage occoured ? , you didn't take it out of your pocke and put it on your desk , and then it got knocked off the desk accidently by a collegue ? " To which I replied" I don't think so " (I was a bit confused ! didn't realise what he was doing ) So he said "Well if you just check with your collegues to make sure that didn't happen - if it did , ring us back and we'll be able to accept your claim if that is the case" So I rang back - got my replacement :D Sweeeeeeet *notes to self - how to get a replacement phone* Link to comment Share on other sites More sharing options...
Guest zoidster Posted September 15, 2006 Report Share Posted September 15, 2006 Maybe there IS a god ! - I switched back to my universal for general use and put my orange sim back in the m3100 with a view to using it at home for outgoing calls - I had resigned myself to accepting that orange would not replace it Then - in an amazing twist of fate ...... I discovered that the phone would not wake from standby properly !! - it worked fine until it goes into standby - then , when you wake it , no matter what I did , the phone would wake , but no backlight (I tried various combinations - Pressing the power button and releasing , holding it for a few seconds (which , incidently , didn't try to shut the phone down , as it is supposed to either ) - the backlight would remain off until I reset it - Of course , normally , this qould be annoying - but it was just the ticket for me :D :D :D :D Rang CS - they asked me if there was any damage - so I proudly told them there was a scratch ( :D :D :D :D :D Link to comment Share on other sites More sharing options...
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