In December of 2006, my sister signed up to an 18 month Orange contract at £35 per month, plus an additional £6 per month insurance. The reason she signed up with Orange was for the phone, which was pink, and no other network provided that particular phone in that colour.
At the time she purchased it, which was in an Orange High Street shop, she was told the Insurance would cover her if it broke, and she would receive a like-for-like replacement within 24 hours, same colour. All fine so far. She then asked about network coverage in two areas; University and Home. She was told that in both areas they had complete coverage, and there would be no problem. She was told however that there was a 'mast problem' in our Home area, which would be rectified within a couple of weeks, i.e. January 07. She took them at their word and signed the contract.
Now she is finished University for good, and is back home. At home she cannot receive any coverage, thereby Orange either lied about the home coverage, or their computer system isn't up to scratch. Either way, its mis-selling.
Her phone has also broken within the last week. So she called up to ask for a replacement, and they said they had no pink phones left, and probably would not be getting any more in. They did however say they would send out a black phone. Heres the stupid part. They DO NOT send out batteries, so she was TOLD by orange to use her pink battery, and attach it to the black phone. Black front, partial pink and black back. How stupid do they think their customers are?
So at the end of the day, she refused the black phone because they said they would replace it with a pink one - which again is why she signed up for the contract. So they are again mis-selling their products/services. They are also refusing to cancel the contract, despite the fact there is no network coverage in this area - which they said there was.
My question is this. Where does she go from here? We have been on the phone every night since Friday, and absolutely no one within Orange will help, they wont cancel the contract, they wont send out a pink phone. So my sister now has a futher 12 months left on the contract, with no phone - despite her insurance, and no network coverage. Does that not strike you as serious mis-selling? How can we get Orange to cancel the contract, or what do we do? She does not have the money to buy out her last 12 months of the contract, and does not see why she should have to when Orange are not fulfilling their contractual obligations.
Any help would be greatly appreciated on this! Thank you for reading.