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kjkir
Posts: 7
From: Wirral
15 Jun 2007 12:35 PM
I'm now at the end of my tether with the W850i and with Orange 
Here is a copy of the letter that I have sent to orange following a frustrating time where I have the handset replaced FOUR times following similar faults. The four replacements have all been reconditioned handsets.
Quote: I am contacting Orange to express my complete dissatisfaction over recent developments with what I consider to be faulty substandard equipment.
My handset, Sony Ericsson W850i, has been replaced four times since I started my contract with Orange in Feb '07. All of the replacement handsets have been reconditioned handsets with the same if not similar fault when the handset either switches itself off or freezes whenever any applications or features such as the Walkman or camera are used. I specifically chose the W850i because of those features. On several occasions this has even happened mid call. Whenever the handset freezes, no keystrokes will bring the phone back to life and therefore the only way of resolving this has been to remove the battery and start again. Yet again I'm sorry to say that the latest replacement that I received today (13th June '07) has also developed the same fault. It would also appear that I have been supplied with a reconditioned handset yet again. Needless to say I am somewhat exasperated and dissatisfied with the level of service that I have received and also that I am unable to use the Orange service due to faulty equipment.
This evening, (yet again) I called 150 to report the fault no less than an hour after the latest replacement had been delivered. Eventually I spoke to a young lady on handset faults called Becky. She was very attentive and helpful and she diagnosed that again (as I suspected) that the handset was faulty. She then informed that a replacement handset would again be dispatched. I expressed my dissatisfaction with the W850i and that I had lost any faith in the handset after having experienced three previous faulty units. She then discussed this matter with her Team manager and then informed me that three other replacements could be considered, Sony Ericsson Z610i, Sony Ericsson K660i or a Nokia 6233. In my opinion all of these alternative handsets are not comparable to the W850i. Becky asked me what other handsets would I consider and I said either the Sony Ericsson W880i or the W950i. Becky discussed this with her Team manager and the informed me that this was not possible.
At this point I then asked Becky to discuss with the retentions department about terminating my contract with Orange due to my dissatisfaction. Retentions came back with a figure of £425 for me to buy out my contract or a figure of £150 to purchase an upgrade. I feel that both of these options are an insult considering that I have been in receipt of faulty reconditioned equipment. At this stage I do not wish or see that I should have to pay such an exorbitant fee for this therefore I have begrudgingly accepted yet another W850i replacement which will be delivered on Thursday 14th June '07. Not to detract from Becky on Customer Services (whose assistance was exemplary in the limited space in which she could handle the matter)I am very disappointed with the response that I have had. After being a long standing pay as you go customer who then subsequently upgraded to pay monthly I feel let down by this whole sorry saga. I do not wish to leave the Orange network but I feel that this is the only avenue I have now to pursue this matter further. I'm sorry to say but I will also forward a copy of this complaint to BBC Watchdog, OTELO and my local trading Standards.
Yours faithfully
Kevin J Kirwan
The fifth handset which I recieved yesterday has (surprise, surprise) developed the same fault again. Orange now say that it is the battery at fault and are sending me a new battery!!!!!!! I'm absolutely p*ssed off now!!!
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kjkir
Posts: 7
From: Wirral
22 Jun 2007 1:23 PM
ARRRGH!
I'm now well and truly fed up with this damned handset!!!!
Orange have been as much use as a chocolate fireguard 
(no surprise there! 
) and the replacement battery that they have sent has not eradicated the fault. I feel that they have just been clutching at straws with the issue.
I've then contacted Sony Ericsson directly and they suggested that it could all be down to a hanset software fault and directed me to use the online software update service. I've tried this and the software was identified as being the latest issue anyhow. And guess what, the handset still switches off whenever it wants to and then will not switch back on again. God, after having 4 handsets (now on my fifth!) and they all have the same fault, surely it couldn't be a Sony Ericsson software fault, more of an Orange issue?
I'm still in the dark on this one. After having owned several reliable Ericsson handsets in the past (pre Sony days) I felt that the W850i would be ideal and reliable, however my experience has me wanting to run a mile from all things Sony Ericsson. If only Nokia made a handset that I liked and met my requirements I'd be back like a shot.
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arjunme
Posts: 1
From: South Africa
27 Jun 2007 9:41 PM
Hey ........... @!#!@#$!@$!@#%$@#%^#$%^ Ive got exsactly the same problem and mines been continueing like this since March.
I'm with MTN in South Africa, They refuse to exchange the phone and its been in twice already, with a 6 to 8 week waiting periiod between. Im seriously starting to become quiet bitter about this. I am now going to put this matter forward to helopetwer, and other complaints sites, I seriously hope something will get done, bout this matter, as I always believed in Sony Erricson, and would seriously hate to have my trust broken like this. I would seriously liike for you to contact me. I d also like to source more complaints like ours as it seems to me we might not be the only. Im sure we could force some sort of compensation, if we could just get the right kind of backing.
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kjkir
Posts: 7
From: Wirral
14 Aug 2007 3:49 PM
Guess what!!!!! Now on handset number seven 
Orange have supplied a brand new handset last friday (10/8/07)
All was ok at first but then within twenty four hours the blasted thing was displaying all the traits of the previous six handsets. Switching itself off whenever any keys were pressed, white screen freeze etc, etc, etc.
Spoke to Orange on saturday night and went through a full master reset of the phone and then the phone has been a bigger bag of doggy doo dah since. 
The handset just switches off at will even when it is connected to the charger!!!!! 
Spoke to customer services(!!!!!! Service? yeah right! ) again today and the handset has been diagnosed again as being faulty (d'oh!, you don't say). Again the same three inferior handset replacements were offered and again the offer of yet another W850i was made (they seem to be having a laugh).
At this point I'm just now resigned to the fact that I've got a phone and a service that I simply cannot use!!! They want £150 & the upgrade price for me to change to another phone or £ 450 to buy out of the contract. It's now gone past a joke. Why should I be any further out of pocket for something that should be so straightforward. ARRRGH!
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jellybeans27
Posts: 1
15 Oct 2007 6:37 PM
I also have the same problem with my w850i and am now awaiting my 3rd handset. Has Orange done anything to resolve your problem yet?
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Dubphones
Posts: 498
From: Dublin, Ireland
17 Oct 2007 5:51 PM
Simply ask for your money back or a completely different phone as just seems to be a common problem with this particular handset. With the amount of problems, they will probably discontinue this handset soon enough.
Regards
PhoneVolts
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nuttallacpw
Posts: 5
From: Essex, UK
4 Dec 2007 10:01 AM
it seems i am ahead of you all, mine turns itself off in my pocket you get a little vibration like a text take the handset out its froozen no display keys all lit up and wotn do anything until you take the battery out.
What annoys me is orange refuse to admit i am not the only person!!!!!!
I am on my.......wait for it............. 8th!
the last one replaced yesterday did it twice in the first hour of having it on!
Orange refuse to swap it and said all you can do sir is cancell your contract as your obviously not interested in staying with our network.
I have put 75 quid a month their way for the past 3 years and all i get told is go to another network and no you cant take your number with you sir.
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nuttallacpw
Posts: 5
From: Essex, UK
6 Dec 2007 9:28 AM
update now had another replacement...... oh and its faulty AGAIN still just turning themselves off no reason what so ever.
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nuttallacpw
Posts: 5
From: Essex, UK
15 Dec 2007 4:28 PM
10th handset and 5 mins ago it did the same thing again, vibrate.... lights up then freezes up.
good old orange refuse to do anything but swap it now.
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BuddhaFish
Posts: 3
8 Jul 2008 7:10 PM
I too am at the end of my tether with Orange, since getting the W890i I have had problems, everytime I call orange customer services and ask them to document my call, they haven't...I have spent the past 10 days waiting for a replacement to my phone, but nothing. The service level is terrible and staff do not seem to know what customer service is...
Review Centre, Tom H
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