Firstly apologies for the long essay.
My wife has Orange Care and and a monthly spend inc insurance of around £40 per month, she has also been with Orange around 10-11 years
This is the predicament Last year in July she took an upgrade and a new 18 Month contract. The phone she got was a Sony Ericsson W890i. At first it supposedly worked ok but progressively got worse in terms of reception, dropping the network, etc. All firmware had been updated but in February of this year it just became unbearable. By the way I have O2 and there are no signal drop outs or anything.
My wife phoned Orange and as she did not have insurance she was advised to do so and she could then get another phone. She took the replacement phone, same model as previously a W890i, with days this phone started to play up so he called Orange again and another phone was sent outexactly the same phone a W890i, my wife wasnt happy with this and requested that an alternative phone was offered. Orange declined and said that was not possible.
About a month ago she after a frustrating time with the third W890i my wife decided to try her old phone a Samsung D900 which worked perfectly with no drop outs. So I told her as she has Orange Care that she should call Orange.
She called last Monday and was told someone would call her back in 24 hours, this did not happen so 72 hours later my wife called back again, and again was told someone would call her back, she told them her dismay as she was previously promised a call back but to no avail. In this case she did get a call back on Thursday but was told she should take another W890i. She stated that she was clearly unhappy with this because all three phones she had previously had the same issue and she would rather have an alternative. Orange basically said that they couldnt do this and she would have to take another W890i. She argued and argued the fact over several call backs on Thursday. Finally they said to her if she takes the FOURTH handset that she could call back when she receives it and can get an alternative handset. The 4th phone came an low and behold it exhibited the same fault. She called up and was given two alternatives to the W890i a Nokia 6500 Slide and a Sony Ericsson W910i which in our opinion both are slide phones, inferior specification and not suitable replacements. Also she doesnt like slide phones, why she made a buying choice of the w890i.
They have refused flatly to give here any other alternatives instead giving her the following options
1.) leave Orange with out paying off the rest of her contract (7 months)
2.) take a new 18 month contract to get an upgraded phone
3.) buy a PAYG phone from Orange and have the cost credited back to her account
4.) take one of the two alternative replacement phones Nokia 6500 Slide or a Sony Ericsson W910i, which understandibly considering the whole timescale of the event and the fact that the two phones offered are unsuitable she declined.
Also off their own back they offered to refund her insurance paid to date, she did not ask of this..
All she wants is a bigger choice of replacement handsets as per the terms of the insurance, which is down to Oranges discretion, I dont think she is being unreasonable considering her time with the provider and the patience in taking 3 replacement handsets.
They are due to call her back tomorrow from the Operations Manager.
I feel Orange has treated her unfairly but what can she do next?