Guest almark Posted May 27, 2003 Report Posted May 27, 2003 In February, I returned a defective SPV and exchanged it for a new one. At first I was told I could keep my number, and then a week later I was told that I had to return the sim and get a new sim and new number. I recently noticed that I was paying for both phones, by direct debit and so I complained to Orange who told me to contact the CarPhone Warehouse. Eventually they said they had it sorted out but then they disconnected my phone, instead of the one that I had returned and was still being charged for! That was on Friday 23rd. What a mess, then CPW said it would take some days to dissconnect the old number and re connect my existing one. I have told told that it has been sorted out and I should be reconnected shortly. But at 2200 Tusday 27th the phone is still disconnected. My emails to CPW CEO and customer care have not been answered. Orange customer care blame everything on CPW. Should I seek compensation?
Guest Posted May 28, 2003 Report Posted May 28, 2003 By the sounds of it CPW are the ones to blame - when you returned the first SPV they shouldn't have needed to give you a new phone number. My advice - persue it, be polite but firm. The least the CPW should do is refund you for the costs incurred on the second phone, and you would be within your rights to request some form of compensation for the hassle caused. Good luck!
Guest almark Posted October 11, 2003 Report Posted October 11, 2003 My phone stopped working again. Wouldn't switch on, (just after going through the XRay machine in Heathrow.) Anyway I conatct CPW, and they say its a warrenty problem and should go to Orange. Go to Orange Shop, they give me the telephone No. to discuss what works and what doesn't. Phone them, they give me a fault code, and tell me to ring Hayes repair. Hayes say they ignore all orange fault codes and ask me to send them the phone. Send them the phone and a week later I get a letter saying that the phone has board damage and can't be repaired - cost £17.62 to get the phone back. Phone Orange and ask for replacement, they refuse and say it is up to Hayes to replace it. Phone Hayes and they say it is up to Orange to replace the phone as they are only a repair centre. Phone Orange and they say it is nothing to do with them. Contact CPW, they say I should have sent it to their repairers not the orange ones. (I point out they (CPW) told me to do it this way.) CPW offer to exchange the phone under Insurance, and as they have plenty of SPV's (apparently they can't get rid of them as everyone wants the e100) Of course they wouldn't even consider giving me anything until I get the phone back from Hayes. (But only if I pay for it!) Try to contact Hayes, but of course they only work Mon-Fri. Aghhh!!! WHAT A COMPLETE MESS!!!! I darenot mention the Xray machine at Heathrow, or everyone will blame them and refuse to do anything. Any advice?
Guest morpheus2702 Posted October 11, 2003 Report Posted October 11, 2003 The phone carries a standard 12-month manufacturers warranty. Orange, as the manufacturer (ok yes it is made by HTC but marketed and sold by Orange in the UK) are legally responsible for replacing the phone should it fail in this period. Write them a letter to this affect, informing them that should they fail to fulfill their legal obligation to you, you will report them to your local trading standards office for contrivening the Sale Of Goods Act, engaging in false advertising etc etc. Even better if you tell them this on the phone and you hear an Orange CS bod fill their pants with...
Guest DMF Posted October 12, 2003 Report Posted October 12, 2003 "Should I seek compensation?" - No .. seek a 12 bore and pay a visit to the home of the guy that gave u all the assurances everything would be smooth as silk at CPW ;) for the record i didnt get good service with my Nokia 7110 from them - and ever since then I say NEVER AGAIN.
Guest morpheus2702 Posted October 12, 2003 Report Posted October 12, 2003 Ditto my T39 - but that was as much Vodafone as it was CPW. Now there's a right shower of ****s... :evil:
Guest Firaas Posted October 12, 2003 Report Posted October 12, 2003 The phone carries a standard 12-month manufacturers warranty. Orange, as the manufacturer (ok yes it is made by HTC but marketed and sold by Orange in the UK) are legally responsible for replacing the phone should it fail in this period. Just a little correction on that. With any product, many consumers do not realise that it is the retailer's legal responsibility to take the appropriate course of action in response to complaints under the warranty - NOT the manufacturer's. An offer by a manufacturer to repair your product is in addition to your legal rights, and does not affect your retailer's statutory obligations. The main reason for this is to stop things such as international manufacturers and exclusivity agreements (such as in Orange/HTC's case) affecting your right to a repair within 12 months - if you bought in the UK your UK rights stand against the UK retailer. In simple terms this means you don't even have to send the phone off anywhere if it goes wrong. If you bought from the Carphone Warehouse, it is the Carphone Warehouse's sole responsibility to ensure that you end up with a working phone.
Guest almark Posted October 22, 2003 Report Posted October 22, 2003 Thanks, it is a pity that CPW sent me to Orange, instead of doing what they should have done! I just got my phone back from Hayes (I had to pay £17 for the priviledge of them telling me it was defective.) and so I going down to CRW for a chat, and hopefully a e100. update, after over an hour with CPW, they are going to send me a e100, I'll believe it when it arrives.
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