Orange Warranty Problem.

[Guest numyg]

Guys i need some advice. Basically the touchscreen on my Orange San Francisco has stopped responding, i've tried everything but no luck.

Today i phoned up orange and they put me through to a faults department. I told them that my phone is faulty, so they went through and asked me a few questions.

They asked general questions to confirm identity. Then they asked me why i haven't used the sim card supplied with the phone (did an IMEI check), i thought it was perfectly fine to say i unlocked it as i use a different sim in this phone. They turned round and said to me "Sorry, your phone is not covered by warranty as you have changed the software by unlocking it." I was shocked to hear this and said, "All i did was insert a code into the phone which i bought online" , the person on the line said "Ok, give me a minute." So i held the line while listening to the music they put on for a few minutes and the phone goes off! I dont know what to do now and would really appreciate if someone could give me advice on this matter.

Thanks a lot for taking your time to read my post, Numman.

Edited December 29, 2010 by numyg

[Guest Macca56]

Guys i need some advice. Basically the touchscreen on my Orange San Francisco has stopped responding, i've tried everything but no luck.

Today i phoned up orange and they put me through to a faults department. I told them that my phone is faulty, so they went through and asked me a few questions.

They asked general questions to confirm identity. Then they asked me why i haven't used the sim card supplied with the phone (did an IMEI check), i thought it was perfectly fine to say i unlocked it as i use a different sim in this phone. They turned round and said to me "Sorry, your phone is not covered by warranty as you have changed the software by unlocking it." I was shocked to hear this and said, "All i did was insert a code into the phone which i bought online" , the person on the line said "Ok, give me a minute." So i held the line while listening to the music they put on for a few minutes and the phone goes off! I dont know what to do now and would really appreciate if someone could give me advice on this matter.

Thanks a lot for taking your time to read my post, Numman.

Mine did exactly the same m8,try ringing again you may get through to someone else,This time dont mention the unlock but to be honest from what i have read unlocking would not cause this,You could argue its a known design/hardware fault and see where this gets you.

[Guest Ricey155]

id have covered all bases and installed the sim card and then rang them

never tell them you've done anything

Apple swopped my iphone a month ago after 11 months, id been out biking and it went quiet for 2 hrs after torrential rain got in the headset

it was ok but then shut down here and there so got it booked in

apple were great id even removed the jailbreak and it was back to scratch, brand spanker no question thats customer service for ya :(

try again how will orange know you've unlocked it ? they won't test another sim in it ever

[Guest numyg]

EDITED: Double post by accident.

Edited December 29, 2010 by numyg

[Guest numyg]

Thanks guys.

Ill try give another phone tomorrow then. One problem is that ive never used an orange sim in it. Do you think they believe me if i said i just use this as a multimedia device and not really as a phone thats why i havent used an orange sim within it?

If anyone else has any advice it would be great.

[Guest Magnets]

If you get any hassle, just try again. I had my call dropped a couple of times (after being put on hold) when dealing with orange, not sure why they do it but some staff seem more helpful than others. You don't need to use the phone for it to be covered under warranty, there is no obligation to use a device if you buy it. They'll probably want to check your APN settings and faff around so probably easiest to just put your orange sim in it and play along.

Edited December 29, 2010 by Magnets

[Guest samjam]

Thanks guys.

Ill try give another phone tomorrow then. One problem is that ive never used an orange sim in it. Do you think they believe me if i said i just use this as a multimedia device and not really as a phone thats why i havent used an orange sim within it?

If anyone else has any advice it would be great.

If you've got the orange sim, use it. I guess you got some credit on it.

Sam

[Guest numyg]

I've only placed the sim in the phone the very first time i used it, i've never a call or anything. I dont think i have credit on the sim as i used the £30 discount you get for already being on orange (brothers sim card).

Ill try again tomorrow and report back.

[Guest Arr Too]

Do you think they believe me if i said i just use this as a multimedia device and not really as a phone thats why i havent used an orange sim within it?

I bought mine with the clear intention never to use it as a phone. I wanted it as GeoCaching device, using WiFi to download maps and caches, and using the phone's compass and GPS facilities (oh, and the camera). It's only an accident (or ROM necessity with early alphas) that I've ever used Orange's services -- and that'll stop once the credit runs out!

You can reinstate the phone's idea of whether it's network lock using the unlock app.

[Guest numyg]

Problem with that is the touchscreen doesn't work so i dont know how i would be able to use an app like that :/

Thanks for your help anyway :(

[Guest samjam]

I've only placed the sim in the phone the very first time i used it, i've never a call or anything. I dont think i have credit on the sim as i used the £30 discount you get for already being on orange (brothers sim card).

Ill try again tomorrow and report back.

Cool. I think it's legit for you to use the new phone on your sim and give someone else your old phone to use on the new sim. If thats what you do it seems reasonable and fair - if the new sim had a new number.

[Guest yuki71]

Cool. I think it's legit for you to use the new phone on your sim and give someone else your old phone to use on the new sim. If thats what you do it seems reasonable and fair - if the new sim had a new number.

my phone failed,i have a topic somewhere

phoned orange when questioned i said it was for emergencies only never used it

it's rooted unlocked etc

gave all my details and got another phone sent out

remember buzz words

"replace or repair"

good luck and stand your ground

[Guest goldengate]

Call them back and ask for a Manager.

You are completely within your rights to unlock the phone and this would not void the screen nor cause any damage to it. If he tells you this again, tell him he needs more training. Ask for a replacement or refund. :(

[Guest Ash_P]

Call them back and ask for a Manager.

You are completely within your rights to unlock the phone and this would not void the screen nor cause any damage to it. If he tells you this again, tell him he needs more training. Ask for a replacement or refund. :(

^

That

Don't take any crap and keep calling till you get someone decent who will help. Unlocking a phone cannot and will not remove any statutory rights that is given by the Sales of Goods Act 1979. As you've bought the phone within 6 months the fault is assumed to be there when it was sold to you. If Orange believe the unlocking had anything to do with the touchscreen they have to prove the unlocking caused the fault.

The talk of warranty by them is 100% irrelevant - you are claming under statutory legal rights. The phone is not of satisfactory quality and not fit for purpose so needs to be replaced.

Edited December 29, 2010 by Ash_P

[Guest Macca56]

^

What do Orange do with the returned phones?

Seems pointless to take them back if they just destroy them

[Guest Ash_P]

What do Orange do with the returned phones?

Seems pointless to take them back if they just destroy them

They'll be sent back to ZTE. They won't be destroyed.

[Guest targetbsp]

^

What do Orange do with the returned phones?

Seems pointless to take them back if they just destroy them

To give you a clue... almost every phone I've ever owned prior to this was a stupidly cheap Orange refurb. :(

[Guest numyg]

Call them back and ask for a Manager.

You are completely within your rights to unlock the phone and this would not void the screen nor cause any damage to it. If he tells you this again, tell him he needs more training. Ask for a replacement or refund. ;)

Thanks, your post really encourages me to stand my ground ;)

^

That

Don't take any crap and keep calling till you get someone decent who will help. Unlocking a phone cannot and will not remove any statutory rights that is given by the Sales of Goods Act 1979. As you've bought the phone within 6 months the fault is assumed to be there when it was sold to you. If Orange believe the unlocking had anything to do with the touchscreen they have to prove the unlocking caused the fault.

The talk of warranty by them is 100% irrelevant - you are claming under statutory legal rights. The phone is not of satisfactory quality and not fit for purpose so needs to be replaced.

Sounds like great advice! I never knew about the Sales of Goods Act 1979, thanks for putting me in the know :(

[Guest samjam]

Thanks, your post really encourages me to stand my ground ;)

Sounds like great advice! I never knew about the Sales of Goods Act 1979, thanks for putting me in the know :(

Sales of goods act has been updated to more recent than 1979, do some googling and look at www.moneysavingexpert.com, http://www.moneysavingexpert.com/shopping/...efunds-exchange

You may also have rights under distance-selling legislation

[fixed link spelling]

Edited December 30, 2010 by samjam

[Guest samjam]

To give you a clue... almost every phone I've ever owned prior to this was a stupidly cheap Orange refurb. :(

... where did you buy them?

[Guest zerosignull]

Thanks, your post really encourages me to stand my ground ;)

Sounds like great advice! I never knew about the Sales of Goods Act 1979, thanks for putting me in the know :(

Sales of goods act has been updated to more recent than 1979, do some googling and look at moneysavingexprt.com

You may also have rights under distance-selling legislation

Sometimes our government does do something right when it comes to the internet and computers:

http://www.direct.gov.uk/en/Governmentciti...ights/DG_182935

[Guest targetbsp]

... where did you buy them?

oranges website:

http://www.orangeaccessories.co.uk/recondi..._phone/all.html

[Guest Ash.UK]

I also have an OSF with a faulty touchscreen! I opened it to see if could swap the OLED screen into my White TFT one, however it looked a bit complicated to me so I put it back together only to find the touchscreen stopped working.

I've opened it again to see for any loose wires/connections but all seems intact, it powers up but the touchscreen still doesn't work. However, I've not contacted Orange yet, waiting to contact in new year. Hope I dont have the same problems as I've unlocked it and put custom rom on etc but I'll revert back to stock rom before I ring them.

Please keep us updated with the progress of your warranty return.

Ash

[Guest rjm2k]

I also have an OSF with a faulty touchscreen! I opened it to see if could swap the OLED screen into my White TFT one, however it looked a bit complicated to me so I put it back together only to find the touchscreen stopped working.

I've opened it again to see for any loose wires/connections but all seems intact, it powers up but the touchscreen still doesn't work. However, I've not contacted Orange yet, waiting to contact in new year. Hope I dont have the same problems as I've unlocked it and put custom rom on etc but I'll revert back to stock rom before I ring them.

Please keep us updated with the progress of your warranty return.

Ash

Ring them for what? To tell them you broke your phone? Unlocking/Putting a rom on is one thing, but taking the thing apart will leave signs, such as the water detector being missing etc.

[Guest numyg]

Good news guys! I just phoned back up and this time i didn't mention anything about using another sim or unlocking. I also had a more helpful person on the line.

I told him what was wrong, he asked if id tried fixing it (turn phone on off etc). Then he said we will try do a master reset. The we both just laughed as you need to enter the menu to do that :(.

So he went on and said, "Ok Mr ali, I'll send out a replacement tomorrow. I need you to keep 4 things, sim, memory card, battery and back cover. We only replace what is wrong with the phone, here the touchscreen doesnt work on the handset so that is what will be replaced."

And that was it ;)! So i think the best method to go about getting a repair or replacement is to just phone up and hope for a nice guy on the line.

If anyone will be wondering, ill update on whether i receive an OLED screen or TFT.

I really want to thank everyone for their help ;)

Edited December 30, 2010 by numyg