Faulty Recon Handsets from Orange

From Wirral, 7 posts

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!!!

From Wirral, 7 posts

Well Here I am now on the fifth handset and well and truly cheesed off

Quote: 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.

From Essex, UK, 5 posts

i can assure you its doenst get any better, i am on my 7th or 8th i forgotten now. i even have a bloke from orange calling me every other day to see is there is any problem with the new handest and so far he has got from me.............


YES ITS FAULTY................AGAIN

orange didnt have the cheek to charge 450 quid to end my contract i got high enough in the call centre to just be told send the phone back and we will cease your contract free of charge but when i pointed out i owned the number for the past 8 years there was an issue of them keeping the number as they where doing ME the favour of ending it.

ORANGE OFFICIALLY ARE NOT IN MY GOOD BOOKS

we are not alone you only have to google FAULT K850 and pages upon pages of faults appear.

From Essex, UK, 5 posts

now on 9th handset and this one isnt going well either,

A team member with ornage pointed out sony ericsson should have brought out an equivilent model after xmas so who knows they might start sending me that one if i keep going.

Surely there is laws that would protect me the consumer from this service?