Orange 6 month warranty

[Guest merrick]

My C600 has just developed a fault where the left soft key has stopped responding. I phoned Orange yesterday to request a repair and they told me that as the phone was eight months old there is nothing they could do about it as their warranty only covers the handset for six months.

They basically told me I'd have to contact the manufacturer and sort it out with them myself which seems a bit harsh as I bought the phone from Orange and am on a 12 month contract with them yet they don't want to know about it.

Surely a 12 month warranty is a basic consumer right?

Anyone know anything about these things?

Cheers

[Guest Robbz]

My C600 has just developed a fault where the left soft key has stopped responding. I phoned Orange yesterday to request a repair and they told me that as the phone was eight months old there is nothing they could do about it as their warranty only covers the handset for six months.

They basically told me I'd have to contact the manufacturer and sort it out with them myself which seems a bit harsh as I bought the phone from Orange and am on a 12 month contract with them yet they don't want to know about it.

Surely a 12 month warranty is a basic consumer right?

Anyone know anything about these things?

Cheers

I had the exact same conversation with orange Yesterday. I actually contacted the HTC and they told me that all HTC devices have a 2yr warranty, but that i would have arrange any repairs through orange as although HTC make the device they do not Sell or market the devices themselves.

I've yet to contact orange again but i don't hold up much hope! I'll let you know if i get any joy

[Guest fluffcat1]

You actually get better overall service going directly to HTC anyway even if within the first 6 months!

http://service.htceurope.com/

Most repairs turned around in 7 - 10 days.

Richard

[Guest yrreP]

My C600 has just developed a fault where the left soft key has stopped responding. I phoned Orange yesterday to request a repair and they told me that as the phone was eight months old there is nothing they could do about it as their warranty only covers the handset for six months.

They basically told me I'd have to contact the manufacturer and sort it out with them myself which seems a bit harsh as I bought the phone from Orange and am on a 12 month contract with them yet they don't want to know about it.

Surely a 12 month warranty is a basic consumer right?

Anyone know anything about these things?

Cheers

The warrany is with Orange, and is for two years. I have spoken to HTC about this before, and they made an interesting point - What did Orange do before HTC supported their own devices?

Although to be honest, the SPV series isn't an HTC device... it is an Orange SPV! Made for and on behalf of Orange, branded to their own network, with their own ROM installed.

:D

[Guest yrreP]

The warrany is with Orange, and is for two years. I have spoken to HTC about this before, and they made an interesting point - What did Orange do before HTC supported their own devices?

Although to be honest, the SPV series isn't an HTC device... it is an Orange SPV! Made for and on behalf of Orange, branded to their own network, with their own ROM installed.

:D

My bad, branded devices only come with a one year warranty. HTC own device come with a 2 year warranty.

I could have sworn that there was some sort of European ligislation that came in in April 2005 stating that a 2 year warranty was required on all device?

[Guest Albie]

I am on my eight C600 in about 8 months ...... I have insurane with Orange (

[Guest merrick]

Cor dear, how hard is it to get a phone repaired??

Orange don't want to know since I'm two months over their six month warranty. The HTC link fluffcat provided above won't let me type in the fault, it wants me to pick a symptom from a list of nothing and won't let me go any further and the phone number for HTC on the same site just asks me to leave a message, which I've done and no-one calls me back.

This is crazy!

[Guest merrick]

...AND I can't believe Orange just cuss me for not subscribing to their insurance policy. Surely the point of that is in case I lose the phone or break it myself, not to cover me if it develops a fault after 8 months! [/rant]

Edited September 19, 2006 by merrick

[Guest Robbz]

...AND I can't believe Orange just cuss me for not subscribing to their insurance policy. Surely the point of that is in case I lose the phone or break it myself, not to cover me if it develops a fault after 8 months! [/rant]

To my mind if you drop and break you phone or loose it that is when you need insurance. If it stops working throught no fault of your own then its surely a warranty issue.

My handset is currently with HTC (thanks to fluffcat1 for Web addy) hopefully i'll get my warranty repair without shelling out the

[Guest merrick]

My handset is currently with HTC (thanks to fluffcat1 for Web addy)

How did you get past the third screen, where it says 'Symptoms and misuse reasons

Please select the failure symptoms below'

Am I supposed to get a list of faults to choose from? cos I just get an empty box with nothing to select!

[Guest CaptainZok]

I would try a call to my local Trading Standards if I were you. Goods have to be of "merchantable quality" and if they sell you a 12 month contract surely the item should last for at least the said 12 months. If it fails within that period then the seller is legally obliged to repair as I believe. I'm not a legal expert but I'm sure Trading Standards are and can advise you properly.

[Guest Robbz]

How did you get past the third screen, where it says 'Symptoms and misuse reasons

Please select the failure symptoms below'

Am I supposed to get a list of faults to choose from? cos I just get an empty box with nothing to select!

Yeah i had this problem as well, in the end i gave them a ring (got straight through to a real person no queues!)

The chap sent some paperwork through to me and i just packed the handset off to the address on the letter.

According to their web tracking page they received my phone today so hopefully i should here something soon.

So far so good fingers crossed!

I used this number... customer services 0871 223 0217, Monday to Friday, 9:00-17:00

as opposed to the one the guy at orange gave me which was just a recorded message.

incidently when i entered the Serial number of my old C500 as a test into the repair booking website the list of faults was populated ok!

Rob.

Edited September 19, 2006 by Robbz

[Guest Swampie]

I am on my eight C600 in about 8 months ...... I have insurane with Orange (

[Guest Swampie]

My C600 has just developed a fault where the left soft key has stopped responding. I phoned Orange yesterday to request a repair and they told me that as the phone was eight months old there is nothing they could do about it as their warranty only covers the handset for six months.

They basically told me I'd have to contact the manufacturer and sort it out with them myself which seems a bit harsh as I bought the phone from Orange and am on a 12 month contract with them yet they don't want to know about it.

Surely a 12 month warranty is a basic consumer right?

Anyone know anything about these things?

Cheers

It all depends where you got the handset from.

If Orange (direct - not shops) supplied the handset to you, then legally they're the ones responsible for dealing with warranty repairs (12 months). If a fault occurs in the first 6 months, then legally it's deemed to be present at time of purchase unless proved otherwise. In this case, Orange will deal with it. After 6 months Orange wash their hands and say to contact the manufacturer for repair. Whilst this sounds like they're washing their hands - often it's actually the fastest method, as Orange would collect the phone, then ship it to the manufacturer, who would fix it and then ship it back to Orange, who would ship it back to the customer. By cutting out Orange, the turnaround time tends to be faster - with less work for Orange to do.

Whether it would stand up in court is another matter - but that's how Orange have decided to do it.