share your successes regarding orange warranty procedure

[Guest 2smart4class]

I thought those of us that have been successful in getting our OSF repaired or replaced should share our experiences to provide an insight for others in similar predicaments.

Here's mine,

Just phoned orange today and after being given the run about, i called again and again eventually got put through their faults department, they asked a few standard procedure questions to establish if it was my fault that the phone is not functioning ( CFW install or other editing) ofcourse i told them i have kept the phone in the same condition it came out of the box.

Also remind them the orange user manual page 128 states that it there responsibility to replace/repair the phone within 12 months; if they try and tell you otherwise.

Finally, they said they will replace the phone tomorrow and provided me with a delivery slot so they can collect the phone and give me a replacement phone.

I just thought ill share my experience, don't take no for an answer they will try everything to get you to give up. I lose my OLED and have to have the TFT argh my beloved OLED. :(

Anyway else have a similar experience???

Edited October 13, 2011 by 2smart4class

[Guest McrRed]

I thought those of us that have been successful in getting our OSF repaired or replaced should share our experiences to provide an insight for others in similar predicaments.

Here's mine,

Just phoned orange today and after being given the run about, i called again and again eventually got put through their faults department, they asked a few standard procedure questions to establish if it was my fault that the phone is not functioning ( CFW install or other editing) ofcourse i told them i have kept the phone in the same condition it came out of the box.

Also remind them the orange user manual page 128 states that it there responsibility to replace/repair the phone within 12 months; if they try and tell you otherwise.

Finally, they said they will replace the phone tomorrow and provided me with a delivery slot so they can collect the phone and give me a replacement phone.

I just thought ill share my experience, don't take no for an answer they will try everything to get you to give up. I lose my OLED and have to have the TFT argh my beloved OLED. :(

Anyway else have a similar experience???

Yeah, mine's a similar story...broken camera - no fuss replacement the next day. Very courteous. I know there's loads of horror stories out there but credit where credit's due...

Shame about your OLED though, mate!

[Guest JasonLeeming]

Orange were actually really good with me, and it was my fault that the phone broke. Basically, I unscrewed the phone to get the dust from under the screen, and it ended up breaking. I'd also rooted it and unlocked it, therefore completely voiding the warranty. So, I just thought I'd try my luck. They picked up the phone the day after I phoned them and replaced it with an OLED model, and they haven't been in contact since.

[Guest ojconcentrate]

Orange were actually really good with me, and it was my fault that the phone broke. Basically, I unscrewed the phone to get the dust from under the screen, and it ended up breaking. I'd also rooted it and unlocked it, therefore completely voiding the warranty. So, I just thought I'd try my luck. They picked up the phone the day after I phoned them and replaced it with an OLED model, and they haven't been in contact since.

same here, tried to open the phone to clean the dust and broke it. phoned them up and sent a replacement next day (saturday). worst case scenario they find out that it was my fault and send me a bill or something but i was planning to buy another SF anyway so no harm done.

I doubt the will call though.

Strangely the replacement phone wasn't brand new.... new ones have a white tamperproof sticker on top of one of the screws and while this one had the original screen protector, no dust or anything, appeared new, it had the tamper-proof sticker tampered....

it was a GEN1 TFT with Android 2.1.

Unlock, TPT, instal CM 7.1

[Guest womble_sanfran]

I just tried calling about my broken power button, I think this must be due to a manufacturing defect. The guy said they wont cover it and he had asked another team and they said it wasnt covered if it was OK when I bought the phone. When I asked to speak to that team he hung up.... I will try again another time.

[Guest doogsville]

I just tried calling about my broken power button, I think this must be due to a manufacturing defect. The guy said they wont cover it and he had asked another team and they said it wasnt covered if it was OK when I bought the phone. When I asked to speak to that team he hung up.... I will try again another time.

Always ask for the persons name when you phone a so called help line, that way if they're rude or unhelpful or whatever, you can let their supervisor know. Also people tend to be a lot more helpful when you use their name. When you answer phones all day you start to feel less than human sometimes, so it's nice when someone uses your real name.

[Guest JasonLeeming]

same here, tried to open the phone to clean the dust and broke it. phoned them up and sent a replacement next day (saturday). worst case scenario they find out that it was my fault and send me a bill or something but i was planning to buy another SF anyway so no harm done.

I doubt the will call though.

Strangely the replacement phone wasn't brand new.... new ones have a white tamperproof sticker on top of one of the screws and while this one had the original screen protector, no dust or anything, appeared new, it had the tamper-proof sticker tampered....

it was a GEN1 TFT with Android 2.1.

Unlock, TPT, instal CM 7.1

Mine wasn't brand new either. It was a refurbished model, with the tamper proof sticker gone. However, it's an OLED one, and it's miles better build quality than my LCD Blade. I had a ton of dust in the top right corner of my old Blade within a week, but after a few months with this refurbished OLED model I have just three or four specs of dust on the screen.

[Guest womble_sanfran]

I just tried calling about my broken power button, I think this must be due to a manufacturing defect. The guy said they wont cover it and he had asked another team and they said it wasnt covered if it was OK when I bought the phone. When I asked to speak to that team he hung up.... I will try again another time.

I tried again last night and this time they said it was a fault and they would swap it for a new one today! I spent allnight flashing it back to stock. Will they want the whole phone, box, receipt, accessories, etc?

[Guest quakkaz]

I tried again last night and this time they said it was a fault and they would swap it for a new one today! I spent allnight flashing it back to stock. Will they want the whole phone, box, receipt, accessories, etc?

when i got mine swapped, they just wanted the main phone body (without the sd card or back of the phone or battery or simcard), and just replaced that part, nothing else. i guess it depends on what part of the phone thats broken

[Guest Lister Of Smeg]

Although the turn around was fairly quick, I'm still not happy with the service, and did expect better.... :(

I like, like most was told to keep everything other than the main body part and simply swap that.

I look after mine like mint quality, as it was from NEW!!! and what do I get, a Refurbed unit that has scratches on the silver buttons, so some of that has peeled off. The screen was mint condition, however the case doesnt click in now, it feels rather loose... :(

You expect as you PAID for new, to be given NEW back... not have to put up with 2nd returns.... Next time I buy a phone from them, I will ask for more Discount "2nd hand price" "All our phones are brand new sir...." Not when ya have to return them theyre not!!!!!! :(

Cheers, Lister