*Orange Care - I had this as part of my original contract...
Indeed I can understand why you are annoyed here, and legally its a minefield to say where you are and aren't covered.
As the original contract expired after the first 12 months, there is nothing in there to say that your free insurance should have carried on for more than a year. Unfortunate I know, but in most cases free care is promotional (such as Free Small Business Care, currently available to new SMB connections and only valid for 12 months).
Did you attempt to fight this when you renewed your contract? In most cases (especially back then) they would have honoured the original contract and given you free care indefinately.
*Faulty Handsets - I had a Samsung E800 which after 7 months developed 2 lines of dead pixels...
I get this sort of situation frequently every week.
Unfortunately for us as consumers, the warranty of mobiles only covers the effective repair, or failing that, the subsequent replacement of the handset by the manufacturer. In Orange Retail, we're not responsible for replacing the handset once it is past its initial 28 day period. Within that period, should a handset develop a fault, we will happily replace it with a brand new box after we have aquired a fault-code from CS.
There is no system in place for us to be able to replace a handset outside of that period as the warranty then takes over.
As much as I hate saying this, your beef is unfortunately with Samsung as they are responsible for the handset after 1 month (Afterall, they produced the handset, we merely sold it to you and honoured the 28 day period for initial faults).
Orange Retail will gladly send your phone off to TRS given you can produce an original proof of purchase, and even pay the postage and processing fee for you - but there simply isnt a system or method for us to replace handsets there and then, and legally we're not required to do so.
Upgrade Rules - So I had another contract running at the same time...
I'll drop my opinion on this first. Personally I hate the new upgrade 'loyalty' scheme. Orange have effectively forced us Phone Trainers to sell 18 months contracts to customers, whether they like it or not. Currently, we earn ~?75 Customer Contribution (of which we get a percentage (from 1-10%), depending on how well our store has perfomed in the Mystery Shop) for an 18 month upgrade. Compared to a fixed ?25 CC for a 12 month upgrade.
Now this is unfair mainly because we have a number of customers who decide to upgrade well before their 12 month upgrade date and pay the upgrade fee (minimum of ?50, depending on last 3 month's billspend) - they cannot then be processed for an 18 month upgrade, thus cutting off our CC automatically.
Why should we be penalised for (sometimes) helping to convince a customer to upgrade early? Its crap, unfortunately, and we don't like it as much as the consumer does.
Anyway back to your point. The 18 month promotion is supposed to be applicable to customers in month 10-12 of their contract. In most cases this isn't true. 90% of the time a customer will have to pay a fee to upgrade early, and even then the system will decide that they cannot enter into the 18 month promotion (which is now 10% off line rental for 18 months, or free weekend calls for 6 months.)
Again, its complete rubbish. I also don't agree with customers being forced into 18 month contracts, but at least you're being offered a promotion in return, whereas most network's new connections are 18 month as standard, with a few not offering any brilliant deals. (I may be wrong).
As much as I hate losing a customer, Orange isn't affected by losing one or two customers from each store's area.. they only see the 'bigger picture' unfortunately
(btw, most of my post may sound like tripe as i've just woken up, heh)