Orange SPV C500 Dust issue: UPDATE

[Guest]

Has anyone successfully had their phone replaced by Orange outside of their (Orange's) 6 month limit?

[Guest chucky.egg]

Anyone know if HTC have changed their address?

I've been trying http://www.htceurope.com and I just keep getting some "Fiber Logic Communications" site prompting for a password.

Maybe the site is screwed?

[Guest pjam001]

From what I've read, is it much more difficult to get your phone sorted if you bought in a shop rather than online?

Cheers

[Guest artax]

I bought mine in a shop and got it replaced from OCS ok.

Dave

[Guest Confused Stu]

I've been trying the HTCEurope site regularly and it's been down since Friday evening (Cannot find server when I try). My phone's currently with HTC for repairs - don't use scratch remove liquid when you're drunk kids - so I'm hoping they fix the site when they return from the Bank Holiday weekend tomorrow.

My fingers are crossed!

[Guest pete_thomson]

From what I've read, is it much more difficult to get your phone sorted if you bought in a shop rather than online?

Cheers

<{POST_SNAPBACK}>

This is due to distance selling legislation.

If you buy from a shop, you have 28 days for a brand new replacement handset, after this, it's repair/refurbish.

If you buy via the net/phone, it's increased from 28 days, to 6 months for a brand new replacement, so under 6 months they simple send you a replacement.

[Guest RT87]

Question:

My phone has this dust problem, it doesn't bother me *that* much, but it is becoming annoying now.

I got my phone about 6 months ago from Littlewoods catalouge, on a Pay as you Go tariff.

If I phone Orange, will they replace the phone for me? I took no form of insurance or orange care.

Am I eligiable for a new one?

Edited May 3, 2005 by RT87

[Guest pete_thomson]

Question:

My phone has this dust problem, it doesn't bother me *that* much, but it is becoming annoying now.

I got my phone about 6 months ago from Littlewoods catalouge, on a Pay as you Go tariff.

If I phone Orange, will they replace the phone for me? I took no form of insurance or orange care.

Am I eligiable for a new one?

<{POST_SNAPBACK}>

All I'm gonna say is Good Luck!! You'll be told to take it back to Littlewoods, or send it to HTC. If you find out how to get a replacement, please share the info with us!

[Guest Fizz_daz]

ok... phone 5..... 3 days.... DUST ALREADY...

[Guest Monkhouse]

Has anyone successfully had their phone replaced by Orange outside of their (Orange's) 6 month limit?

<{POST_SNAPBACK}>

I have an update on this, after I had this same problem.

When I spoke with Orange, they said I was ONE day outside of 6 months, and that they wouldn't replace it, I had to send it to HTC.

So I got my consumer cap on and wrote a lovely letter to Customer Relations.

I said how excluding me for the sake of one day was crazy, that their current ad campaign focuses on looking after exisiting customers, that this was very poor service, but moreso I waved the Sale of Goods Act at them, stating the retailer is responsible for any products with an inherent fault, not the manufacturer, and legally there is no 6 month cut-off for this (an 'inherent' fault is something very specific with the Sale of Goods Act, meaning it is a known fault at the point of manufacture).

Anyway, I threatened to cut my contract off and leave early because if they weren't gonna honour their contract with me under the Act, I wasn't gonna honour mine with them.

I just had a brand new shiny C500 delivered today!

So obviously this works, although I did have the advantage of only being one day outside of 6 months - others may have more trouble.

[Guest Fizz_daz]

Am I the only person still having problems with replacement phones... New one being delivered tomorrow..

I believe the HTC HAVE NOT FIXED THE PROBLEM. The factory refurbed ones that are being given out as replacements have not been fixed to gen 3 standards or the gen 3 phones are not really fixed. They have assured me that the phones are all fixed and repaired to the latest standards but I don't believe them.

BRING ON PHONE 5!!!!

Steve, have you had any further problems at all? Has anyone got any contact details so I can progress this higher with orange!!???

[Guest bronksy]

forget it. Mines now gone and I bought a M2000. Bigger and better is the way forward.

[Guest artax]

Sigh just over a week and the dust is coming back ;)

Dave

[Guest woodzup]

I've been watching this thread for a while now and, having just ordered my 4th Handset from OCS decided it was time to comment.

I don't share the previous views on the Orange customer care staff, they are simply trying to do their jobs and with enough prodding, do allow you to speak to the supervisors.

I am, however irritated at the fact that I still haven't received a 3rd Gen Handset. This last replacement lasted a week before dust ingress became a problem again.

Before ordering the latest replacement I pleaded with the OCS representative to ensure that it would be a 3rd Gen model. Unfortunately it seems to be a different department that sorts out replacement distribution, if anyone has the number for this it could be quite useful?

What added insult to injury this time was the orange policy to offer an alternative handset after three fault replacements - I was offered two lower-specced nokias and the SPV-E200 (yes, the two year old model!) as alternatives. Has anyone else experienced alternatives offered and if so, which ones?

In addition, do we have grounds to cancel our contracts as the hardware provided is sub-standard, even if alternatives are offered?

I look forward to your comments!

[Guest bronksy]

I don't know what people have to go through before people realise that there are no 3rd Gen handsets, we've all pretty much come to that conclusion.

You can't get out of your contract early because they are offering you a replacement model, whether it be a new C500 or another phone altogether,the fact is they are offering to replace your phone, with a 'new' one so they are clear of responsibility.

I'd give it up as a bad job. Get a replacement, dont use it, leave it 'as new' then bang it on ebay. Use an old hanset for a few weeks until the C550 comes out, get a hundred quid for a 'new and boxed' handset on ebay and then buy another handset.

[Guest machiavell1]

I don't know what people have to go through before people realise that there are no 3rd Gen handsets, we've all pretty much come to that conclusion.

You can't get out of your contract early because they are offering you a replacement model, whether it be a new C500 or another phone altogether,the fact is they are offering to replace your phone, with a 'new' one so they are clear of responsibility.

I'd give it up as a bad job. Get a replacement, dont use it, leave it 'as new' then bang it on ebay. Use an old hanset for a few weeks until the C550 comes out, get a hundred quid for a 'new and boxed' handset on ebay and then buy another handset.

<{POST_SNAPBACK}>

Not quite true, atlhough I take your point. Legally, your contract (ie whole purchase, not just airtime agreement) was for a C500 on the Orange network. Within that is an express or implied term that (a) you will have a C500, and (;) it will be fit for purpose. If they replace it more than once and it is still not fit for purpose (and the implication is that all or most C500s have this flaw), there comes a point where you can rescind your contract with Orange for repudiatory breach of the contract by them, regardless of whether or not they offer you a replacement or another phone (you can say that (i) you don't want another type of phone as otherwise you would have contracted to buy that model and (ii) you have no faith in the product anymore, as other replacements are likely to be susceptible to the same issue). This is irrespective of the express written terms of the contract - it is implied by common law and statute (common law on the contract issue and sale of goods by statute). The existence of any entire agreement clause in the sale or airtime agreement doesn't preclude this.

[Guest Fizz_daz]

Phone 6 - 8 hours... DUST!!!!

[Guest evil_fezzy]

Well i've been read this thread now for a while as my c500 has been getting dusty. and last friday i decided to ring and ask for my new 3rd?? gen dust free phone. I called OCS yes we know the problem yes you can have one yes it will cost me 15 quid Stop i tried to say everything on here to her but she was addemant i had to pay the money. Oh well i agreed then she said its a new model that has had the dust problem fixed. Ok i'll have it are you sure there is going to be no dust. Yes came the reply. Ok its a deal. i got her name and exttension number and i was using my works phone and recording the call. My new phone arrived with no dust its been a week now and guess what F*****G DUST! Arghhhh. Oh well i dont think there going to like the call i make later on with the recorded message.

[Guest bluesmudge]

Just give up - the phone has a fualt that we all have to live with - i admit this is a turn around compared to my previous posts...... i still have a bit of dust, but hey accept a difrent phone, or accept the dust.

[Guest MenssanA]

Just to add to this: I had an SPV C500 which had a significant ingression of dust from all corners and all down the left hand side, serious enough to totally obscure the SMS/MMS/Mail notifications on the homescreen and cause other visibility issues (particularly in bright light and outside). This was after 5 months of use, then the keypad started sticking (the '5' key would sometimes not work).

Orange very helpfully sent a replacement handset next day (received 29th March 2005). They explained that the replacement would not have the dust problem, as well as fixing the kaypad problem.

Unfortunately this replacement handset has developed the same fault, lots of dust all down the left side of the screen, after 5 weeks of normal usage the 'begin call' button (green phone icon) has stopped responding.

Orange firstly said would send a replacement handset, but as this was late on friday that I would have to call on sunday to arrange for a monday delivery. On Sunday I duly called orange who then explained that no replacement would be forthcoming as "you have had the handset more than 6 months" (actually I am more than 6 months into my contract, I have had the replacement handset since 29 March?!).

So I'm sending it to HTC Europe. Grr. What is this with keeping customers, brazenly advertising that loyalty to long serving customers (over 6 years with Orange for me) then in actual fact giving them the short schrift when it comes to it?

I see t-mobile have a nice looking SDA on offer these days...

As for the dust, both me and a friend have Orange SPV C500s and tend to keep them in pockets. I don't know if trouser pockets are the source of the dust, but another friend has a C500 with no dust, keeps it in her handbag.

Guys, the solution is simple. Keep the phone in your handbag ;)

Frustrated with Orange, hoping HTC do a good job, stuck with a Nokia 3310 for a week.

Just my two-penneth.

[Guest chucky.egg]

Just got mine back from HTC, in under a week. Good service in that respect but I'd rather not have the dust in the first place.

But whilst that one was away my "spare" C500 got about 2 weeks of use and now has dust too!

I think bluesmudge is right - accept the dust (and get it fixed when it happens) or change phones. There is no "3rd generation C500", and there is no sign of the problem being fixed, so what other options are there?

[Guest mupwangle]

Decided to bite the bullet and open me phone yesterday. Other than the top-back bit above the camera - it's actually a doddle. Sprayduster (compressed air) is very good for cleaning.

Much, much better now.

Top of the case looks like it's been in a shredder though. ;-)

[Guest Drewtech]

...

As for the dust, both me and a friend have Orange SPV C500s and tend to keep them in pockets. I don't know if trouser pockets are the source of the dust, but another friend has a C500 with no dust, keeps it in her handbag.

Guys, the solution is simple. Keep the phone in your handbag ;)

Frustrated with Orange, hoping HTC do a good job, stuck with a Nokia 3310 for a week.

Just my two-penneth.

<{POST_SNAPBACK}>

Well I have had mu phone since early January and it is in Krussell case. I keep it in various pockets, laptop bag and sometimes on my belt. I have never had a dust problem (fingers crossed). My partner has had her phone the same amount of time and also has it in a Krussell case with no problem. Maybe we have just been lucky, I don't know.

[Guest bob_hell]

i urge people to sign this petition

http://www.petitiononline.com/spvc500/petition.html

then maybe the fatcats at orange will stop counting their money and sort this problem out :exclaim: :evil:

[Guest Pondrew]

i urge people to sign this petition

http://www.petitiononline.com/spvc500/petition.html

then maybe the fatcats at orange will stop counting their money and sort this problem out :exclaim:  :evil:

<{POST_SNAPBACK}>

I've signed it given that my father's six month old C500 has just begun gathering dust. Problem is this is the SECOND petition. The first prompted this thread and has already been responded to by Orange...