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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Orange should have offered a new phone, shouldn't they?

20 replies

garlicbreeze · 26/02/2013 22:14

I'm on a 24-month contract, which doesn't expire until November this year. The phone they gave me has been getting more & more flaky. Now I can't rely on it. I rang Orange to explain and ask for a replacement. They said no!

The guy - who was quite rude - said I should have bought the insurance, as it includes a warranty extension. I said I'm paying for the damn phone, I want one that works. Although he agreed that part of my monthly fee is for the phone, he just plain said no.

This is all wrong, isn't it? What if it stops working altogether, I'll be paying for a service I can't use! Does anybody know what the true position is?

OP posts:

IcaMorgan · 26/02/2013 22:22

Depending which brand it is it could have a 2yr guarantee (I know Samsung have), look on the website of the manufacturer and you should be able to find out - you would have to send it off to them or take it to an authorised repair centre

miggy · 26/02/2013 22:27

Sons phone recently stopped working (samsung galaxy) with 10 mths left of two year contract. We sent it back and they said it was "water damage", repair guy agreed that it hadnt been dropped in water but said that just condensation can cause it. Personally think thats pretty rubbish, given that the clue in the name "mobile" means you will be using it outside. But they wouldnt budge.
Luckily DD wanted money to buy a new phone for her bday, so we had her old phone unlocked and put SIM card in that for him on basis that I refuse to give 3 any more of my money ever.

Original poster

garlicbreeze · 26/02/2013 22:34

Oooh, Ica, it is a Samsung! Thanks, I'll get in touch with them!

Sounds like 3 and Orange have the same attitude, Miggy Dunno why they offer the sodding phones if they don't care whether customers can actually use them.

OP posts:

QOD · 26/02/2013 22:35

I've just ditched my samsung galaxy something or other as the charge port broke, they won't fix it

Original poster

garlicbreeze · 26/02/2013 22:44

Ridiculous! I bet you can't just buy a new charge port and bung it in, either.

I've just bought a second-hand cheapo tablet so I may even give up on mobiles altogether when the damn contract's up. A line out with Skype costs about the same, I reckon.

OP posts:

AlphaAndEcho · 26/02/2013 22:48

YABU . When you pay a monthly contract you basically have bought your phone on hire purchase . So no they don't have to replace it and you should have bought insurance . I've had to replace pretty much every Phone I've ever had before my contract had ended and never once have I expected my network to fork out for it (I've either bought cheapies or claimed insurance depending on length of contract left)

TWinklyLittleStar · 26/02/2013 22:49

QOD my Samsung charge port broke and as my samsung galaxy was under warranty, I had it fixed for free in a Samsung repair centre.

Original poster

garlicbreeze · 26/02/2013 22:56

Alpha, it's been ages since I had a dicky phone. So long, in fact, that I took it for granted they'd say "Sure, have an early upgrade or we'll send you a newer model for free!" I even got one of the first video calling phones that way.

Hrmmph! I remember when service providers provided service. It were all fields round here ...

OP posts:

Original poster

garlicbreeze · 26/02/2013 22:57

(The video calling phone was nice, but I couldn't make video calls as didn't know anybody else with one )

OP posts:

LadyApricot · 26/02/2013 23:33

I just started a new iPhone contract on 3 and it arrived faulty. If I hadn't gone to the manufacturer and got it swapped under warrantee, I'd still be stuck with a bill and no phone that works. Awful service!
Talk to Samsung and check the sale of goods act.

LadyApricot · 26/02/2013 23:35

I meant a bill and a phone that doesn't work

Ilovemydogandmydoglovesme · 26/02/2013 23:49

Could you make a claim on your house insurance?

Ilovemydogandmydoglovesme · 26/02/2013 23:51

Dammit pressed post too soon.

Our house insurance covers damage to mobile phones. W dry thing except water damage obviously. If yours isn't water damaged you might get away with saying you dropped it or something. Would save having to buy a new one. Depends what policy excess you've got. I've never actually done it myself. The only claim I've ever made was for when I was pregnant, forgot I'd put my glasses down and sat on them.

Original poster

garlicbreeze · 27/02/2013 00:13

Good idea, Ilove, but I haven't got any insurance You've just given me a reason to get some, though! Love your glasses story - and you've reminded me how much the damn things cost.

I'm really quite shocked at what lousy service we seem to be expected to put up with, Apricot. I didn't think I was BU, and you certainly weren't with your hideously expensive piece of crap kit. I sent a very cross reply to Orange's customer service questionnaire - did they fall over themselves trying to fix me? Not a peep. I hope that grumpy fucker gets a telling-off, at least.

I will call Samsung and check the Sale of Goods Act, too. Good advice. I can see myself turning into Disgusted Of Tunbridge Wells over this

OP posts:

MidniteScribbler · 27/02/2013 01:09

YABU The cost of the phone is built in as part of your contract (x amount divided by 24 months). You have to pay for it, either up front, or as part of the contract. You may have a chance if you offer to go on a whole new contract with them, because then they know they have you locked in as a customer for the extra time.

TheSmallerPenguin · 27/02/2013 01:59

DP had the charge port on his Samsung somethingorother replaced at a Samsung service centre recently for about £30 I think.

I think you are being a little bit harsh actually. The contract spreads the cost of the phone over 24 months, rather than 'supplies' you with a phone for 24 months. There is a difference. If you looked at the contract you signed, I expect that is quite explicit, but I think most people do understand that is what they are doing.

miggy · 27/02/2013 07:16

I dont think anyone is arguing about the cost of the phone being built into the contract, thats all well and good. The point really is that the phone, that you have bought from them (either outright or spread on contract) is not fit for purpose.
I think it is reasonable to expect a mobile phone to have a life of two years at least, they are very expensive items. Obviously accidental damage is another matter, but the phone just grinding to a halt is poor.
We have mobile insurance as part of our bank account but you have to pay £50 upfront, send it to them to see if they can repair it and if they cant, they will replace it with a reconditioned phone (not a new one). Didnt really seem like a great deal.

QOD · 27/02/2013 15:04

Bloody samsung! It was them that refused to fix it, or rather they would but wanted £79!!!
I just sold it on a mobile phone site for £54
About to leave bloody 02 and go elsewhere unless they do a ruddy good deal.

WhoWhatWhereWhen · 27/02/2013 15:12

They will try but can't wave away your stat. consumer rights, goods should last a reasonable amount of time, less than two years isn't reasonable.

try 08454 04 05 06 Consumer Direct

Supersesame · 27/02/2013 15:17

My phone is dying too. I have another 5 months before contract is up.
I would never go for a contract of more than 12 months again. Even if its cheaper.
My phones never seem to last longer than 12 months. I'm a fairly heavy user and as is always the case, the battery life is getting worse and worse. Now I'm stuck with this phone I can't rely on for months more. Its really crap and I wouldn't say I abuse my phone in any way either.

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