For all you Orange Hero owners

[Jaffa]

Be aware... My handset recently started having issues with the touch screen, its 4 months old, so I called Orange as its a branded Orange handset, the guy on the phone got me to hard reset then ran a diagnostic, gave me a code and told me to goto Phones 4U and they would swap it out.

So called me local P4U shop, and the geeza is having non of it, says they only do a warranty repair service and I would lose my handset and no loan handset was available.

Being a little un happy with this I called Orange again, different operator this time runs the Diagnostic organises a collection date, and ships me a new phone within 24 hrs.

Apparently if its Orange branded they will honor the warranty for 6 months after that it switches to HTC.

 

[kingvortex]

Apparently if its Orange branded they will honor the warranty for 6 months after that it switches to HTC.

This is so wrong, yet it's in line with what most of the operator's customer service team falsely tell people here in the UK.
I was told by T-Mobile that a 2 week old faulty phone would have to be sent to HTC for repair.
The Sale of Goods and Services Act clearly states that the retailer is the one with the responsibility to repair/replace your phone (or anything you purchase, for that matter).
I haven't got time to find the exact section of the act that says this, but it's in there, as I quoted it to T-Mobile and they couriered me a new handset!

 

[tojjer]

I'm with Orange, and I have to say their customer services are useless. Thanks for the heads up on this though.

 

[alinver]

I'm an Orange business customer and they couldn't have been better, one minor problem and I had a brand new phone in my hand less than 24hrs after phoning them, I'm still having network issues, I cannot get a decent signal at my registered business address, they have offered to rip up the contract and are offering me a small sum of money in return for the troubles.

As soon as The Legend appears I'll return The Hero to Orange and walk away. They have been very good and I would highly recommend them to a business customer. I have no experience of them as a personal user.

As a business customer I am put through to UK only call centres only, I've found with my strong Scottish accent that overseas call centres take forever to understand me.

Al

 

[kaine]

I've been with Orange for five years. My LG Viewty broke 4 times and they replaced each one without any insurance for free. I have insurance with my Hero, and the same problem occurred, touch screen kept messing up. Called them up and I had a new phone the same time next day.

 

[PhippsyB]

I've been with Orange for five years. My LG Viewty broke 4 times and they replaced each one without any insurance for free. I have insurance with my Hero, and the same problem occurred, touch screen kept messing up. Called them up and I had a new phone the same time next day.

And they'll end up charging you for the shipping and administration fees of that insurance claim. At least that's what happened to me.

 

[SirGaz]

This is so wrong, yet it's in line with what most of the operator's customer service team falsely tell people here in the UK.
I was told by T-Mobile that a 2 week old faulty phone would have to be sent to HTC for repair.
The Sale of Goods and Services Act clearly states that the retailer is the one with the responsibility to repair/replace your phone (or anything you purchase, for that matter).
I haven't got time to find the exact section of the act that says this, but it's in there, as I quoted it to T-Mobile and they couriered me a new handset!

Actually what he said is correct. Under the Sale of Goods Act you get a minimum of 1 year warrenty. For the first six months the onus is on the supplier (note that this is who you bought it from, not the manufacturer) to prove the handset is not faulty. After six months it is up to you to prove that it faulty.
Sometimes a supplier will still exchange the goods but they are well within their rights to offer a free repair. You may refuse, but then you have to prove it's faulty so be warned