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Orange SPV C500 and Orange Client Care
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Old 29-05-2005, 15:02   #1
Caspar
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Orange SPV C500 and Orange Client Care
I thought I'd share my recent experience with Orange and my phone...

I bought a contract SPV C500 last November and pay an extra £5pm for their care insurance plan.

For the last few months my phone's display stared to get very fuzzy with speckled dots appearing beneath the glass but above the actual display... it turns out this is simply dust and is a known fault with the phone (keeping my phone in my pocket has a drawback with this phone!...but have always kept my phones in my pocket..). For some reason I just put up with the problem....

However, over the past week my phone's buttons have become very unresponsive and take a few hard presses for the action to be taken.

So, I phoned Orange up, Friday evening after work at about 7.30pm, and persuming they would simply replace the phone....and they have within 24hours!

However, I had to pay a £15 administration fee for them to replace the phone! I queried the £15 charge and was politly told that if I didn't pay it they would not replace the handset So why have I been paying £5 for the last 7 odd months

Anyway, the courier came this morning and swapped the handset...and now I have a brand new phone ...with a good couple of months still left on my insurance policy too
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Old 29-05-2005, 16:22   #2
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Re: Orange SPV C500 and Orange Client Care
Should the phone not come with statitory 12 month garentee? If this is the case and the phone is faulty then according to the sale of goods act the phone has to be repaired or replaced
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Old 29-05-2005, 16:31   #3
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Re: Orange SPV C500 and Orange Client Care
Yeah I was just looking at the T&Cs of Orange Care to see whether it was worth taking it out and noticed the £15 admin charge. Better than having to shell out for a brand new phone though.

I handed my SPV C500 back under the 14-day thing because the battery life was awful. Lasted less than 24 hours and it was only on standby (no calls or texts made)

Ben
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Old 29-05-2005, 17:42   #4
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Re: Orange SPV C500 and Orange Client Care
My battery life is erm long...it 7 months never felt wanting I just make sure I charge it up last thing on a Friday before leaving work and forget about the battery for the week
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Old 29-05-2005, 18:15   #5
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Re: Orange SPV C500 and Orange Client Care
just as a piece of advice... if you have an SPV and orange are being awkward about the dust issue, take a trip to www.htceurope.com . and submit a fault as "display fault". all you have to pay is the postage to HTC and they will repair the fault free of charge if you are still in warranty
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Old 29-05-2005, 20:02   #6
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Re: Orange SPV C500 and Orange Client Care
I have the same phone and I have no problems with battery life or dust. It syncs with laptop OK and I think its very useful.
I think you might have a rogue one.
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Old 29-05-2005, 20:29   #7
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Re: Orange SPV C500 and Orange Client Care
Just for anybody else wondering about this.

I had a similar problem with Phones 4U a while back.

The handset they gave me developed a fault within 6 months, they told me that as I hadn't taken the insurance they didn't have to do anything about it.

After some wrangling and letter writing (I reminded them of the sale of goods and services act, and gave them the address of my solicitor ) they agreed that they did have an abligation to replae the handset and that I wasn't liable for any costs.

Caspar. Orange have ripped you off to the tune of £15. Your handset was faulty within its statuatory 12 month guarentee period. You were not liable for any costs.
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Old 29-05-2005, 21:05   #8
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by fireman328
I have the same phone and I have no problems with battery life or dust. It syncs with laptop OK and I think its very useful.
I think you might have a rogue one.
it's a well-documented problem with first and second-generation C500s... see here >> http://www.modaco.com/Orange_SPV_C50...E-t201395.html

19 pages about it
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Old 29-05-2005, 21:54   #9
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by Raistlin
Caspar. Orange have ripped you off to the tune of £15. Your handset was faulty within its statuatory 12 month guarentee period. You were not liable for any costs.
I'd say they've ripped him of £50
£35 incurance (7 months x £5) which seemd to be worthless in the end.
Plus the £15 "administration" fee
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Old 29-05-2005, 21:58   #10
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by Dave Stones
it's a well-documented problem with first and second-generation C500s... see here >> http://www.modaco.com/Orange_SPV_C50...E-t201395.html

19 pages about it
I must have 3rd. generation as I am very pleased with mine, had it about 6 months.
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Old 29-05-2005, 22:22   #11
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Re: Orange SPV C500 and Orange Client Care
probably, i know mine was the first gen one, got it almost as soon as they were released to the market. it had fierce dust issues... of course i voided the warranty and cleaned it myself...
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Old 30-05-2005, 11:54   #12
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by Raistlin
Just for anybody else wondering about this.

I had a similar problem with Phones 4U a while back.

The handset they gave me developed a fault within 6 months, they told me that as I hadn't taken the insurance they didn't have to do anything about it.

After some wrangling and letter writing (I reminded them of the sale of goods and services act, and gave them the address of my solicitor ) they agreed that they did have an abligation to replae the handset and that I wasn't liable for any costs.

Caspar. Orange have ripped you off to the tune of £15. Your handset was faulty within its statuatory 12 month guarentee period. You were not liable for any costs.
Quote:
Originally Posted by MikeyB
I'd say they've ripped him of £50
£35 incurance (7 months x £5) which seemd to be worthless in the end.
Plus the £15 "administration" fee
I agree...and I asked the Orange lady for their insurance dept address and contact info.

Quote:
Mercia House
Scenhouse Road
Lingfield
Darlington
County Durham
DL14YB

Fax: 0870 374 3880
E: product.insurance@orange.co.uk
I intend to write and complain.
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Old 30-05-2005, 11:57   #13
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by Caspar
I agree...and I asked the Orange lady for their insurance dept address and contact info.
Insurance has got nothing to do with this.

The insurance only comes into play if you have damaged/lost the handset.

This one was faulty and therefore shouldn't have involved an insurance claim.
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Old 30-05-2005, 17:43   #14
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Re: Orange SPV C500 and Orange Client Care
Quote:
Originally Posted by Raistlin
Insurance has got nothing to do with this.

The insurance only comes into play if you have damaged/lost the handset.

This one was faulty and therefore shouldn't have involved an insurance claim.
They did replace it though didnt they? They charged for admin/deliverly? Is that a legal loophole or is there something about the company also paying for expenses incurred?
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