Anyway, I recently upgraded my contract with Orange, having noticed that it would save me a few pounds per month to do so. This upgrade came with a new phone, so I chose a Samsung U600 on the grounds that it had a good camera and the only other phones I would be permitted were out of stock or unsuitable. Whilst in the shop, I had this exchange with the salesman:
Me: I see that there's a Windows driver/software CD in the box, which isn't much good to me.
Him: Do you have a Mac?
Him: Don't worry, phone manufacturers are very good these days and you will find Mac software on their web site. They just don't bother to put it in the box.
Unfortunately, no such software is available and Mac connectivity turns out to be poor with this phone. Some file transfer may be done via bluetooth, but the USB connectivity is not very good and no address book synchronisation is possible. Also, I found the camera interface to be difficult to use and the camera too slow to be of much use. The phone is not actually faulty, just unpleasant to use and inferior to what I had expected based on the discussions in the shop. So, after 6 days I asked if I may exchange for another similarly priced handset (expecting perhaps to have to pay a modest re-stocking fee).
It turns out that only new customers are permitted to exchange their handset within 14 days, and according to Orange customer services this is also extended to people who have ordered their phone over the internet, the reason being that if they buy from a shop they will have had chance to see it first. Of course, seeing a dummy on the shelf is by no means the same as trying the phone out, which is when any issues will arise. However, customer services said that they thought that this might be "mis-selling" based on the comments above and that I should discuss it with the shop manager.
When I raised this in the shop they suggested that the only ways of changing the handset would be to make more than one fraudulent claim upon Orange Care (i.e. to state that the phone is faulty when it is not), which would eventually result in the phone being replaced with a different model, or to pay a £350 upgrade fee. I don't fancy either of these options on the grounds of honesty and cost, respectively. I was not able to discuss customer support's mis-selling comments with the manager due to her being too busy, but plan to write a letter.
If the handset cannot be changed, I would like to cancel the contract and return the handset (paying for any calls &c. I have used until then, of course). Does anyone know any way to go about this? If it cannot be done and I am stuck for the next 18 months with an unsuitable phone then I suppose I will simply have to be more careful with the next company I choose.
Thanks for any suggestions.