Orange woes

[Guest blackmob]

Ladies and Gentlemen

I have a problem with my phone. This is the second SPV C500 I have owned (first one locked up all the time.) Last Thursday evening my phone began to crackle badly in the earpiece when making or receiving calls (I have full signal.) Callers are unable to hear me but I can hear them. Texting is fine and so are all other functions of the phone (appart from the dust, crashes, lock ups, key jams.)

I am it appears able to make and receive calls with no problem if I use the headphones. I can only conclude that the microphone/speaker is broken.

Orange are refusing to fix the phone. They say that as it is now six months since I first signed up it is now HTC's problem ? I have no contract with HTC, I bought the phone from Orange. I am also suspicious that the phone I received from Orange as a replacement last time may have been a refurb (came in a bag, no charger etc, suffers awfully from dust ingress.) This was not helped by the HTC engineer having no record of my phones serial or IMEI number.

Orange refuse to upgrade (FOC) or release me from contract (FOC) and can apparently only offer me a refurb phone (for a fee.) As I explained why would I want a phone that someone else saw fit to discard ?

Has anyone else had any sucess getting Orange to do the right thing ?

http://www.consumerdirect.gov.uk/ said they were aware of the practice but believed it to be dubious. Orange replied "thats not what legal tell us" and were very loath to give me the name of the customer services director, something I thought they were obliged to do (reveal the names of directors.)

So whats the story then? How do you get them to act ? My only recourse would seem to be to go into the shop on saturday and cause a fuss (loudly.)

Regards

Ben.

[Guest simon211175]

Try Sanjiv Ahuja - Chief Executive Officer. I needed to contact Orange in January about money they owed me, and he was very helpful - and his Assistant Susan Holmes.

[Guest mupwangle]

You could try getting in contact with their registered office and ask them.

Name & Registered Office:

ORANGE PERSONAL COMMUNICATIONS SERVICES LIMITED

ST JAMES COURT

GREAT PARK ROAD ALMONDSBURY PARK

BRADLEY STOKE BRISTOL

BS32 4QJ

Company No. 02178917

[Guest blackmob]

Thanks for the address.

No real problem getting the address (public record.) I was just supprised that employees were discouraged from doing so.

Phone is driving me nuts now. Orange still deny any responsibility for this faulty phone. How is this my problem? I really want to leave now and move networks.

[Guest Griff_FFOC]

I was told a similar story when my old nokia kept locking up. They said it's a fault with them and there was nothing they could. I would have to take it up with Nokia as it's their software.

I was under the impression i'd gotton the phone from them and the contract was with them, so they should sort me out.

Good luck but I doubt they'll budge and give you a new one. You could refuse to pay any more bills until they give you goods that are fit for the purpose. After all, you are paying for something you can't use.

[Guest Sp00k]

Briefly...

Send a recorded-delivery letter, explaining fully your situation, to the highest level possible in Orange, as advised above.

Do *NOT* refuse to pay on your contract as this will affect your *general* credit-rating (not just with Orange) and will take a long time and a lot of hassle to remove the black mark from your record.

Sp00k...