HI everyone i need your help with a situation i have with orange. I am on contract and have a c500 which like many other users is getting dust under the screen. I have tried to use the hoover to suck it out but cant. I have already had the phone replaced once because of this problem, however when i rang orange just a few minutes ago i was told no it wont be replaced. Fine because the company that make the phone (HTC) have a supposed fix which involves adding a foam insert between the screen and the case to keep out the dust. This is where it gets complicated all i want is a phone to use while mine is being sent of for repair which i might add should be orange as under the sale of goods act i dont think its fit for purpose.
The guy i supervisor was very rude and denied it was faulty and said it was wear and tear which i laughed at having only had it a week.
I need your help guys what should i do

Paul

Ring back and speak to someone else. Take a name. If they fail to resolve to your satisfaction ask to speak to a supervisor. If they fail to resolve ring 01325 395000 and ask for executive office and explain the problem. Explain that the phone has an Inherent Design fault, which allows dust and particles to enter the handset which you feel may cause problems at a later date. You are aware of a fix for this problem, but do not consider it acceptable to be without your handset, while it is fixed.

I'm sure they will understand your point of view.

Inherent faults are covered by a different law.

Recently I took my house alarm company to court because the control panel had an inherent fault which caused the alarm to go off all the flipping time when I was out...annoying. Anyway, despite the fact that it was out of warranty - I had a valid case and was compensated accordingly - this problem was caused by a fault in manufacturing...... Inherent - look it up - its a great lever in certain situations

I have just rang back and told the same thing again. After phoning the exec office i was told i had to either email or write a letter to them first before they would talk to me on the phone. I have just emailed them the story of events ....just got to wait now i guess. My estimations of orange have just gone way way way down hill

Paul

Write a letter and send ti to them recorded delivery. TBH, I am suprised that the executive office would not speak to you. I deal with them alot.

Make sure you mention sales of goods act and the inherent fault. You can find more info here:
http://www.dti.gov.uk/ccp/topics1/fa...legoodsact.htm

If all else fails I can sort it for you.....

Hi steve

Howcome you deal with them a lot or shouldnt i ask!

Paul

I used to own a few shops mainly doing business connections - we had sold contracts to local council and other local businesses and were third party on their phone accounts. Whenever their was a problem the business would ring us and we would contact Orange and try to get it resolved. One of the deals when I sold the business was that I retained certain business clients - so I speak to orange on their behalf whenever there is an upgrade request or a billing issue or problem etc. I'm the thorn in the executive office's side.....

a lady from the orange exec office rang me a few minutes ago and said they havent had any other reported problems of dust in this handset. i mentioned all the points you guys gave about inherent faults and she said they would send out a jiffy bag and get one of their engineers to look at the phone.

do you think this will be ok or would you be able to get one of your contacts to sort it out?

thanx paul

Did you make the exec office aware that HTC have issued a fix and as such admit the fault? Also, its not acceptable for Orange to simply dismantle and clean the handset. The dust will simply collect again. My advice is call back, speak to the same lady again and explain everything.

The issues you should raise are that the phone was not fit for sale, the company who make the phone have admitted manufacturing/design fault, loan phone while phone is away being fixed, orange to clean or send to htc? I'd ask for a courier exchange to speed up the process.

If you get no success after that, pm me and I'll sort it for you.

got some photos.. just incase.

http://img135.exs.cx/img135/9535/day16screenoff2jt.jpg
http://img135.exs.cx/img135/3781/day166jb.jpg

thanks for the offer steve im gonna see how things go with orange. i did say it was a known problem butshe denied it was and said even if they find fault i will just get a replacement c500 again.. help! :P

Try to get something in writing from HTC confirming the fix.

Take note of the DTI link I gave...

Good luck

Edit: Just noticed the pictures. For a premium product its poor and you shouldnt have to put up with it.

As i said particles are not just visually imparing, but also present a possible technical problem later.

Cant find anyway to contact HTC . Im going to email orange now with those pictures and also include them in with the phone itself. Shall i say that i dont want another phone of the same model because of this flaw as i did try and she said that i couldnt because its an upgrade, but i guess if they agree its faulty then they will. But what do i do if they wont do anything!?!?

Paul

Would you be able to see if any of your contacts know about the c500 being returned a lot?
or even a better way round this problem, even though i want to show orange it is there problem i would love to get the issue resolved any way possible just as long as i dont end up with this phone im sure its cursed......
Paul

hi, hope your problem gets sorted mate.

Is the email address for the executive office: executive.office@orange.co.uk

I have a complaint too and would like to email them, as customer services have been useless.

The only way I can help is if I speak with E/O on your behalf and negotiate a change of handset and/or compensation by way of no line rental etc.

I will see what the outcome is first but may just take you up on that if i cant resolve it myself

Thanks

Paul

executive office are very good. they replied to my email within a week and rectified my situation by replacing my phone (rather than repairing it)

I have been told that i could have either a 7610,another c500 or 6600 instead. I choose the 7610 and it should be coming soon!
Still not overly impressd tho
Paul

Thats a great result. The 7610 is more expensive and a much better phone.

Its rare for Orange to change a phone so far into the contract - you got a good result.

You may want to call in once you receive it and ask for a few months line rental for the hassle.

Yeah i would do that steve but im pretty sure they would say no and would feel a bit guilty seeing as they changed the phone. I havent got it yet but the lady said they had system problems and she would try and get it sorted today or if not give me a call on monday.

paul