Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 I need some back-up here, I'm on the phone to Orange right now because somehow the very tip of my headset jack came off and is stuck inside the phone. They've said that I need to pay £30 for emergency care but I've found this on the Orange website: If you pay for your calls monthly on an Orange Talk Plan or with Orange Everytime*, Orange Care is included at no extra cost for the first year. With Your Plan Orange Care is available for only £5 per month. That's at http://www.orange.co.uk/services/orange_care.html I can't really afford any extra costs at the moment so I'm wondering if anyone else has had success with this one Thanks for your help
Guest Firaas Posted April 5, 2003 Report Posted April 5, 2003 I need some back-up here, I'm on the phone to Orange right now because somehow the very tip of my headset jack came off and is stuck inside the phone. That should be classed as a warranty problem unless you were negligent and forced the headset out or something. The free care isn't available with Your Plan unfortunately! (Unless you're a registered business)
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 When I brought up the warranty issue, they said I needed to ring the repair centre to ask them if it was a problem included in the warranty - of course it's closed on the weekend though, surely they should do that... I've got a supervisor supposed to be ringing me back in 10 minutes... oh, there's the phone now
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 I've now been told that apparently the free orange care is for most phones but not the spv... is that a load of hogwash or what? Hayley (the supervisor) can't access her system right now though and says she'll call back
Guest Firaas Posted April 5, 2003 Report Posted April 5, 2003 I've now been told that apparently the free orange care is for most phones but not the spv... is that a load of hogwash or what? Hayley (the supervisor) can't access her system right now though and says she'll call back The SPV - although it's called a "Smartphone" - isn't actually a smartphone, and so it comes under the cover of "free care" if other phones do. The only two phones that aren't covered on the free care are the Trium Mondo and Nokia 9110 (as far as I know).
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 Well, apparently because I'm on a My Plan service plan the free Orange Care isn't included for the first year, she tried to refer me back to the repair centre which I said is shut... So I said what if I take out Orange Care and guess what... she's waiving the £30 charge! Hooray for Orange, I thought you guys said their customer service was terrible ;-)
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 Now, is it true that they just need the handset back and that I get to keep all my goodies, not that the broken headset will be much good to me
Guest Firaas Posted April 5, 2003 Report Posted April 5, 2003 So I said what if I take out Orange Care and guess what... she's waiving the £30 charge! Hooray for Orange, I thought you guys said their customer service was terrible ;-) Nah... they're nice really eh? Glad it's sorted out for you!
Guest Firaas Posted April 5, 2003 Report Posted April 5, 2003 Now, is it true that they just need the handset back and that I get to keep all my goodies, not that the broken headset will be much good to me Only the handset. You keep the camera, SD card, cradle etc In replacement, you again only get the handset (nothing else).
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 That's a bugger, looks like I'll need a new handsfree then, anyone got a spare?
Guest Firaas Posted April 5, 2003 Report Posted April 5, 2003 Tried Ebay? Here's something that might help, take a search for somethign cheaper first though.
Guest pisquee Posted April 5, 2003 Report Posted April 5, 2003 You may find that you are sent out a completely new box set spv, inc all accessories (I was) and even though Orange Care told me that all i needed to return was the phone, i was honest and sent back the spare accessories.
Guest mrjuglas Posted April 5, 2003 Report Posted April 5, 2003 That'd be great, I read in other posts that that was the case... I've got a dilemma then
Guest mrjuglas Posted April 6, 2003 Report Posted April 6, 2003 Just to let you know, I got my new phone this morning. It didn't come with all the accessories so I'm left with a defective headset... What do you think my chances are at getting it replaced at an Orange Shop? It must have been faulty for it to come apart like that but accessories are not covered by Orange Care so I think I'd be riding my luck...
Guest mrjuglas Posted May 16, 2003 Report Posted May 16, 2003 Quick update: of course the emergency care charge came up on my bill and now I've got to wrangle with them...
Guest kingdom master Posted May 17, 2003 Report Posted May 17, 2003 there is no such thing as free orange care its around 5,99 a month, and if u dont have it and u need it yes u pay a sum to get emergency care. ur unit has a twelve month man warranty and all accessories have a 6 month warranty. hope this helps.
Guest mrjuglas Posted May 17, 2003 Report Posted May 17, 2003 Well, you're right of course, I wasn't suggesting I would get it for free but they were going to waive the emergency care charge as it was just a defect that should be covered by the warranty. I'll be paying the £6 a month from then on. One thing, are you sure about the 6 month warranty for accessories? I got through to the accessory helpline and they told me there was only a 3 month warranty so I ended up getting a new headset on ebay. I'd like to know if they were fobbing me off though, where did you hear it was 6 months?
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