Orange SPV C500 Dust issue: UPDATE

[Guest i_oWn_u]

it sure comes back clean ;)

but when mine came back there was a little tiny tiny scratch down the middle of the screen........................

and it sure does take them forever i had to call everyday!

Edited April 22, 2005 by i_oWn_u

[Guest lardy]

I've had my c500 for little over a week, and have now got some white specks of dust in the top left corner of the screen. Does my nut coz it's so visible because its right where the home screen has dark colours all the time. I can't be arsed getting a replacement yet because i've just got it running exactly how i want it and with everything on it. DAMN you orange!!

[Guest Monkhouse]

I've kept my eye on this thread for months now as must dust problem has got worse and worse.

I was going to ask for my replacement a while ago, but with the rumours of '3rd gen' handsets about, I thought I'd wait a while longer to see if this was true and let them filter through (a pointless task, obviously).

So I called OCS today. At first, all was going good - Display fault.... Dust Under Screen... Yes!

Then she came back and told me I was ONE day out of warranty, so they wouldn't rplace it.

She said that the first 6 months of the warranty was with them, the second 6 months with the manufacturer, so now I need to send it to them... for the sake of ONE DAY :evil:

Is this right?

Don't want to send it to HTC, cos I don't have a spare handset and don't wanna risk losing it for a couple of weeks.

Any suggestions, wise people?

[Guest]

She said that the first 6 months of the warranty was with them, the second 6 months with the manufacturer, so now I need to send it to them... for the sake of ONE DAY  :evil:

<{POST_SNAPBACK}>

Rubbish. The first 12 months are down to the seller. Sale of Goods Act herehere. It does say "After six months and until the end of the six years, it is for the consumer to prove the lack of conformity" but HTC have admitted fault. It also says "It is the seller, not the manufacturer, who is responsible if goods do not conform to contract".

[Guest 6thElement]

All you people getting replacements, did you purchase your phones from Orange directly or from 3rd party suppliers??

[Guest nowimboard]

I get my replacement tonight.  Phone up yestruday to do with my Gmail account not working [still couldn't get it to work even after reading posts on here, might try with new one], mentioned i had dust under my screen, a big amount of it, was aware that there was a design fault with the phone "oh sir i'll just put you straight through to Customer Services"...  couple of minutes later "john" comes on the phonead informs me a new phone will be on the way tomorrow! could of had it before 9 this morning if i wanted,

So replacements DO happen!

just windrig about that french update now, looks more hassle than anything else!

<{POST_SNAPBACK}>

thought it was too good to be true, the handset does charge, 3rd time lucky with orange replacements now! They sending another tomorrow! [ON A SUNDAY?!]

[Guest pete_thomson]

Purchased mine in December.

Called OCS 3 times now and been told 3 different things....

1. Nothing to do with Orange, must take directly to HTC.

2. Orange say it's their fault, but needs to be taken back to the (Orange) store I purchased it from for a replacement - and only that store will swap it.

3. I'm unable to make it back to the store I purchased it from, so OCS now say any store can take it, but only for a repair - however they will be coming back to me.

I just want my phone to have less dust, but I will push for a couriered replacement.

[Guest pete_thomson]

OCS called back.....

Any store will take it, but there is a 4 week turn around (?!?!??!?!!?)

They will return it free of charge "provided the dust is significant otherwise they will charge me for cleaning it"

They will also lend me a T68i for £50 whilst it's away.

Appalling!!!!!!

[Guest bluesmudge]

by the way who are you people who are NOT being allowed a replacement calling?

I've had 2 no questions - each time i ring 150 from my contract orange phone - and select the options to do with haveing trouble with your phone.

I also suggest ringing around midnight. and don't ask for a replacement - tell them you want a replacement. these people are trained phone sales persons - the are targeting to make the company richer rather than replace phones - so they will try talking you out of it with loads of rubbish!

[Guest jonsale]

I'd agree.. it does seem to be who you speak to.. my C500 was less than 28 days old so they replaced it with a new one, but she would have replaced it anyway as it was less than six months: no questions, no arguments, no need for insurance (although she did recommend it).

It does seem that OCS have a new fault diagnostic system recently installed which does not have dust under screen as a reason code on it. However, my operator just switched to the "old" system, and found the fault code and even read out to me what was written on her screen.

So if you are having problems, maybe ask them to switch to using their old computer system

hope this helps

jon

[Guest pete_thomson]

I'd agree.. it does seem to be who you speak to.. my C500 was less than 28 days old so they replaced it with a new one, but she would have replaced it anyway as it was less than six months: no questions, no arguments, no need for insurance (although she did recommend it).

It does seem that OCS have a new fault diagnostic system recently installed which does not have dust under screen as a reason code on it. However, my operator just switched to the "old" system, and found the fault code and even read out to me what was written on her screen.

So if you are having problems, maybe ask them to switch to using their old computer system

hope this helps

jon

<{POST_SNAPBACK}>

I have been ringing PAYG CS (450) and they all recognise the fault but are making me run around the houses for a resolution.

[Guest wugger]

So you don't want to have dust inside your phone anymore? ever? well, if you want to void your warranty (as some people have done), this webpage has detailed instructions on dis- and reassembly including an apparently viable fix for the dust issue.

I have not done this myself, though ;)

[Guest stugee]

I've used 150 and now onto my 3rd phone (just got it last week) and I got the phone on the 15th december and was tol;d my warranty was up on the 15th of june.

[Guest bigfootpete]

Right - took my phone in on the 16 of March and finally they have rung me so say it is 'fixed', I will ask to see if they have put a new seal on at least... They better not try to charge me!

[Guest pete_thomson]

Right - took my phone in on the 16 of March and finally they have rung me so say it is 'fixed', I will ask to see if they have put a new seal on at least... They better not try to charge me!

<{POST_SNAPBACK}>

SIX WEEKS????

[Guest Fizz_daz]

4th phone since January... this problem is so NOT fixed.. they have said twice now that all the faulty sets had been recalled and replaced with brand new ones therefore I can only assume that these 3rd Gen handsets are still not stopping all the dust... I give up... I'm sitting out the rest of my contract and going back to nokia's .... never had one problem in 8 years with a nokia...

[Guest artax]

Rang OCS earlier today, said I had a handset fault with lots of dust under the screen as mentioned in a previous post and I'm getting a new handset tomorrow. I was going to be charged an admin fee (despite me having orange care) which the operator cancelled thankfully. Before I was allowed a replacement I was asked how I thought the dust was getting in and whether I had a dusty pocket or not!

Dave

[Guest flashman314]

LOL!!!!!!!! I cannot beleive the pain people have gone through because of this phone. Some people have had 4 replacements: did they not get the message after the second? I just got my c500 and now im feeling like I made the wrong choice. It is deffinately apparent now that there is no fix for this isue and that you will get dust; it is simply a matter of how fast and how much. I have no dust yet but I do not think the phone is so amazing that its worth sticking it out. Im gonna call Orange up and get it swapped for a totally differant phone before my 'no questions asked' 7 days runs out. Ive been with Orange for years and everyone needs to understand the following:

1. 90% of Orange employees are actually mentally disabled.

2. When you speak to 'technical' assistance you are speaking to a mentally disabled person with the addition of a computer which is supposed to diagnose your problem.

3. Because said employees are mentally disabled, their lives are painful and sad as the well abled compus mentus people run rings around them. Therefore they like to to play power games by telling you that - and I quote - " sir, there is nothing I can do (regarding your problem) and requesting to speak to my superior will not help as I HOLD THE POWER on this issue" - LOL!

oh no you say, what do we do when confronted with these drones?

Simply confuse and scare the f**ckers. Remind them of your rights granted to you by law (if you dont know them, check them out on the net etc).

If this does'nt work tell him/her you would like his/her name in order to make a formal complaint. This works most of the time. Making a formal complaint and flagging up the incompetancy of his/her handling of a sittuation will cause the drone great embaressment at least.

When you get past the drone and onto the supervisor who went to school, has a life, etc, your issue should be quickly resolved.

If this doesnt work you have two last options:

Threaten to break contract (if you are able to do so) and insist on speaking to the retention department...or

seek advice from your solicitor (if you have loads of money and want to prove a point to Orange) or, and I have done this, speak to the Citizens Advice Bureau (or the equivalent depending on your country) who will act on your behalf for free - they are excellant. Of course you must be within your rights at all times.

Lastly, never veer off from your argument. Stick to your rights, remain clear about what the problem is and never ever lose your temper. The drones will use this as an excuse to say, and i quote - "sir, you have no right to speak to me like that". I always find this funny as technically if they feel they have the right to invade your rights you have the right to piss on theirs, secondly - like a drone knows what rights are anyway???

If none of the above works, you are f**cked. Sit the year out, terminate contract and write a f**ck you letter. You should all remember that whilst the majority of you posters are good hard working intelligant people, most of the Orange customer care employees are hired for one purpose - to act as a barrier of thickness (literally) in order to disguise corporate mal-practice.

Also, the title of your thread '...we're getting there' should be changed because its just instilling people with a false sense of hope. You have all done amazingly well in highlighting this issue but that is all. Orange are not gonna waste their existing stock piles of c500s just to satisfy a bunch of clued up, resourceful people such as yourselves; the majority of people will not care about dust and so will make do. Hoping that Orange will send out the fictitious 3rd generation phones is a lie. Oh but they wouldnt lie about such a big thing you say? Well actually they would, and if they were ever discovered they would claim corporate incompetance i.e. we did send modified phones but they just didnt work, HTC would merely claim that their solution had not worked well enough - END OF. Do you know how much a recall would cost? Not to mention a change in the manufacturing process that would be needed in order to rectify the problem; this is especially absurd considering HTC and Orange are preparing for the C550 - an ugly looking phone by the way!

anway...Good Luck!

James.

p.s. THIRD GENERATION MY ASS!!!!!

Edited April 30, 2005 by flashman314

[Guest jonsale]

mmmm. highly constructive

[Guest bronksy]

I agree with flashman. Unfortunately people on this list are also too blinkered by some new technology that they cannot see the basic flaws in a piece of kit. I've said it before months ago and I'm sticking by my guns. Fundamentally the phone is flawed, and it doesn't perform its basic remit.. To act as a phone.

[Guest Pondrew]

To flashman314: Nice attitude. Were you repeatedly stepped on as a child? Because you've obviously got no respect for your fellow human beings. I have no time for people who treat others the way you're suggesting so I've got no time for you.

What happened to common decency?!

[Guest flashman314]

To flashman314: Nice attitude. Were you repeatedly stepped on as a child? Because you've obviously got no respect for your fellow human beings. I have no time for people who treat others the way you're suggesting so I've got no time for you.

What happened to common decency?!

<{POST_SNAPBACK}>

I posted the above to help people move on and get what they need. We live in an age of Capitalism, one in which silly little people like Pondrew use the old 'what about decency' argument when it has nothing to do with the sittuation. Did I say call up and treat them like crap?

Actually Pondrew, adjust your glasses and read again, I said never lose you cool and stick within your rights. If you have a problem against my views on Orange employees than say so, but try not to confuse this with a disregard for humanity. Im sorry if my views on low intelligence and power abuse are sore points for you, obviously you are of a simmilar disposition which is probably why you post count is so high - the internet provides you with a comfort zone by which you can condemn those you envy, ironically, those that probably kicked your ass as a child. Lest anyone see or communicate with Pondrew face to face...

Hopefully the open minded will find what I said useful, other people like Pondrew are great for avoiding issues and great for cleaning shoes before entering houses etc...(yes Pondrew you are a doormat - I guessed you would'nt understand intelligant humour)

J.

Edited April 30, 2005 by flashman314

[Guest Pondrew]

Whatever...

[Guest bodelier1985]

well flashie... you still think you're sophisticated... even after that message.... Well, my guess is that you stand alone with that oppinion..

[Guest ubervac]

I've just gotten off the phone with Orange regaurding this problem as I myself am having the problem.

This will be my first replacement, I bought the phone in February, I'm also on PayG so I dont expect much from Orange Customer Services.

I was told at first that the problem was with the manufacturer and that I would have to take it up with them, that it would have to be sent off to a technician, also that because I had no insurance there wasn't anything he could really do. So I asked the guy I spoke to to check the old system.

I was put on hold for 10 minutes while he went and checked it out. (I bet he went for a cuppa tea) Then I was told I should take it back to the shop I bought it from as he needed them to see it. I did protest to this saying about the shop would only have replacement phones with the fault on and that I didn't want to have to go through all this again to get another replacement when dust gets into the screen on that phone, he got a bit arsy with me saying that he was only Customer Services and that he didn't deal with the phones.

I supose I can't really complain as he said hes made a note of the fault and that the shop would deal with it.

But anyway how has everyone else dealt with this?

I deffinatly agree with the post above made by James, Orange are full of BS and will stop at nothing to prevent helping you. If they stopped waisting their own time and money using this stratagy they might actualy be able to do something about the problems we all have. I will say how ever annoying the dust is, I dont regret buying it. It has to be the best phone I've ever had. Far more advanced than any other phone I know of thats on the market (with the blueburry and XDA as an exception)

I do have one suggestion for everyone that owns an spv c500. Contact bbc watchdog. If they receive enough complaints about the problems with the phone they will sort it out. I will contact them tonight and I suggest everyone else does the same.

http://www.bbc.co.uk/watchdog/contact/index.shtml

~Badger~

Edited May 2, 2005 by ubervac