Orange refusing warranty service - is this allowed?

Hi all,

A friend is being refused any form of warranty service on a faulty phone she
has.

Her and her son are both on (seperate) Orange contracts, however they
switched handsets as they preferred each other's.

What was originally her son's phone has developed a fault, but Orange refuse
to provide any service because they are both in breach of T&Cs for swapping
handsets around.

She has lost the receipt for the phone, so it seems unlikely Nokia service
centre's would be able to help.

Are Orange allowed to do this or should she push further / contact Trading
Standards?

Thanks,
Ian

Ian McMillan laid this down on his screen :
> Hi all,
>
> A friend is being refused any form of warranty service on a faulty phone she
> has.
>
> Her and her son are both on (seperate) Orange contracts, however they
> switched handsets as they preferred each other's.
>
> What was originally her son's phone has developed a fault, but Orange refuse
> to provide any service because they are both in breach of T&Cs for swapping
> handsets around.

Swap 'em back...?

>
> She has lost the receipt for the phone, so it seems unlikely Nokia service
> centre's would be able to help.
>

Nokia Service Centre will assist if it's in warranty. No receipt should
be necessary.....unless it sat in Orange's warehouse for a while.

> Are Orange allowed to do this or should she push further / contact Trading
> Standards?
>

"Ian McMillan" <ian@NOSPAMimcmillan.co.uk> wrote in message
news:6alrkpF38hijpU1@mid.individual.net...
> Hi all,
>
> A friend is being refused any form of warranty service on a faulty phone
> she has.
> Her and her son are both on (separate) Orange contracts, however they
> switched handsets as they preferred each other's.
>
> What was originally her son's phone has developed a fault, but Orange
> refuse to provide any service because they are both in breach of T&Cs for
> swapping handsets around.
>
Yep, Orange are determined to keep losing customers
>
> She has lost the receipt for the phone, so it seems unlikely Nokia service
> centre's would be able to help.
>
Yes they will, just go into the Club Nokia website and register the phone

Steve Terry

Ian McMillan wrote:

> What was originally her son's phone has developed a fault, but Orange refuse
> to provide any service because they are both in breach of T&Cs for swapping
> handsets around.

Hmmm. I suspect that this might impact Orange Care, but if we're talking
about a warranty claim, I don't think that is true.

I'd go to Club Nokia first in any case, but if that doesn't help, speak
to your local Trading Standards. Once you have convinced them to
actually do something, they will probably sort it for you.

"Iain" <no-one@hairydog.co.uk> wrote in message
news:1212536655.708.0@proxy01.news.clara.net...
> Ian McMillan wrote:
>
>> What was originally her son's phone has developed a fault, but Orange
>> refuse to provide any service because they are both in breach of T&Cs for
>> swapping handsets around.
>
> Hmmm. I suspect that this might impact Orange Care, but if we're talking
> about a warranty claim, I don't think that is true.
>
> I'd go to Club Nokia first in any case, but if that doesn't help, speak to
> your local Trading Standards. Once you have convinced them to actually do
> something, they will probably sort it for you.
>
Club Nokia guarantee is one of the best reasons to buy Nokia,
you'll never need to have to deal with your network to try
and get a repair under warranty.

Steve Terry

"Ian McMillan" <ian@NOSPAMimcmillan.co.uk> wrote in message
news:6alrkpF38hijpU1@mid.individual.net...
> Hi all,
>
> A friend is being refused any form of warranty service on a faulty phone
> she has.
>
> Her and her son are both on (seperate) Orange contracts, however they
> switched handsets as they preferred each other's.
>
> What was originally her son's phone has developed a fault, but Orange
> refuse to provide any service because they are both in breach of T&Cs for
> swapping handsets around.
>
> She has lost the receipt for the phone, so it seems unlikely Nokia service
> centre's would be able to help.
>
> Are Orange allowed to do this or should she push further / contact Trading
> Standards?

A breach of T&C's does not absolve them of their duties as the retailer.

Orange have a history of trying to get out of dealing with warranty claims.
They used to say that if a phone was more than 6 months old they weren't
responsible and to go to the manufacturer.

Save yourself the hassle of trying to convince Orange of the error of their
ways and deal with Nokia.

In article <6alrkpF38hijpU1@mid.individual.net>,
ian@NOSPAMimcmillan.co.uk says...
> Hi all,
>
> A friend is being refused any form of warranty service on a faulty phone she
> has.
>
> Her and her son are both on (seperate) Orange contracts, however they
> switched handsets as they preferred each other's.
>
> What was originally her son's phone has developed a fault, but Orange refuse
> to provide any service because they are both in breach of T&Cs for swapping
> handsets around.

There is no such T&C, unless you are talking about Orange Care
insurance.

> She has lost the receipt for the phone, so it seems unlikely Nokia service
> centre's would be able to help.

Not necessarily true. Nokia warranty for 24 months, from date of
purchase so if it's a recent phone a proof of purchase might not even be
needed. Nokia repair centres can look up the IMEI on their intranet and
see the warranty status.

> Are Orange allowed to do this or should she push further / contact Trading
> Standards?

I would ask to be shown the term/condition which you are being referred
to.
--
Regards
Jon

Ian McMillan wrote:
> Hi all,
>
> A friend is being refused any form of warranty service on a faulty
> phone she has.
>
> Her and her son are both on (seperate) Orange contracts, however they
> switched handsets as they preferred each other's.
>
> What was originally her son's phone has developed a fault, but Orange
> refuse to provide any service because they are both in breach of T&Cs
> for swapping handsets around.
>
> She has lost the receipt for the phone, so it seems unlikely Nokia
> service centre's would be able to help.
>
> Are Orange allowed to do this or should she push further / contact
> Trading Standards?

Hi all,

Won't reply to you all individually as there have been many good replies, so
thanks for this.

There is a Nokia service centre right across the road from my work luckily,
so I'll get it registered to Club Nokia and then take the phone in there.

I wouldn't touch Orange with a bargepole myself to be honest, I did advise
against going to Orange but who am I to listen to? :-)

Cheers again,
Ian