iPhone issues - Is it best to go through Apple or Orange?

DaveyD · 24 Jun 2012 at 11:49

Hi there,

My nearly 22 month old iPhone 4 is starting to play up - it constantly drops to "No Service" and needs to be restarted 5-15 time to grab signal again. It also will drop to "No Service" again if I drive anywhere, so I assume it just can't change between cells. I have tried resetting the network settings, and have reset to factory settings too, so I'm pretty sure it's a hardware issue.

The phone also has a faulty home button that doesn't work half of the time too.

Now I went to the Apple store a couple of months ago to show the button issue and they said that as it was out of the 12 month warranty period, I would have to pay for a replacement.

I've not contacted Orange yet (I upgraded my old phone/plan to the iPhone) - my contract doesn't end until November time.

Do I have any rights / legs to stand on to get a replacement phone? And if so - who should I be speaking to about it? Orange or Apple?

Thanks

Dave

MrKnifey · 24 Jun 2012 at 11:52

My phone is suffering from the same problems. So id like to see how you get on as I was told id have to pay to have mine repaired.

ps3ud0 · 24 Jun 2012 at 12:14

Hmm Ive been getting this too (launch day iP4 too), but also the No SIM installed message so assumed my SIM card needed to be replaced. Will keep an eye on this as I guess I might have to do an insurance claim rather than assuming I needed an SIM card replacement...

ps3ud0 :cool:

LordSplodge · 24 Jun 2012 at 12:15

I had this happen with my 4s. It was the SIM card. New one fixed the issue.

Myshra · 24 Jun 2012 at 13:05

Orange. Technically it will get repaired either way by Apple approved methods if the SIM isn't the fault as all networks have a specific repair process sanctioned by Apple. Most of the time you will deal with them direct though.w

DaveyD · 25 Jun 2012 at 11:16

Just an update - called up Orange and spoke to a reasonably helpful person, however they were adamant that it was a network issue rather than a phone or SIM issue. I explained multiple times that this was an issue that happened in all locations, no just my local mast (that was apparently broken). I get the issues everywhere, London, Birmingham, Crawley, Brighton, everywhere!

They got me to try manually selecting "Orange T-Mobile" network, but now whenever I go anywhere I have a message saying "Your Selected mobile network is restricted. You can choose a different network in settings".

It must be a SIM identification issue I think, I'll have to try orange again and request a new SIM, as I don't want the hassle of arguing for a new/replacement phone.

I'm hoping that

sharingan_sasuk · 25 Jun 2012 at 16:26

Try it with another SIM card; Orange if it's locked. If it's fine, then it's a SIM issue so get it swapped by Orange. If it still happens, then unfortunately it's your phone. As it's out of warranty, if you don't have any insurance, then Apple usually will offer to give you a replacement if you trade in yours and £100+.

ps3ud0 · 25 Jun 2012 at 16:32

Just rang TMobile and they agree that its probable SIM card issue and just to get it swapped over in shop (costs £10 but theyll credit you if you call up) and shouldnt affect service. If that doesnt work its back to Apple I guess...

ps3ud0 :cool:

DaveyD · 25 Jun 2012 at 20:57

I'll see if anybody at work can let me try their sim and vice versa. I tried my sim in my girlfriends phone and it was inconclusive, I need to try it a few more times. I know I can go to Apple and they'll charge around £120, but that's a last resort! I have insurance, but the turnaround time and Excess is pretty high and I'd only really use that if the phone was stolen.

SB118 · 25 Jun 2012 at 21:10

I'm not an Apple fan, but what is this "12 months" guff people are buying?

Thought the SoGA gave people more protection, several years of cover. Goods should last a reasonable amount of time considering the eye watering cost of the item in question, etc....

Caged · 26 Jun 2012 at 01:43

Yeah, what they said ^

It's a high end phone, priced accordingly, and you're still in your contract period. In my opinion the ball is firmly in the court of Orange (as the supplier of the goods) to arrange a repair, replacement or partial refund of the handset cost. I had this argument with Orange back in the days of the K750i when the joystick broke pretty much every 3 months. Orange initially claimed the phone was not their responsibility until I asked them why it had their logo printed on it and was locked to their network.

Myshra · 26 Jun 2012 at 08:30

Caged said:
Yeah, what they said ^

It's a high end phone, priced accordingly, and you're still in your contract period. In my opinion the ball is firmly in the court of Orange (as the supplier of the goods) to arrange a repair, replacement or partial refund of the handset cost. I had this argument with Orange back in the days of the K750i when the joystick broke pretty much every 3 months. Orange initially claimed the phone was not their responsibility until I asked them why it had their logo printed on it and was locked to their network.

Technically it's not with Orange - your warranty is with the handset manu, not the network. You get 14 days "return free" and then after that it's manu support (or good will on Orange's side). SOGA gives 1 year warranty, another year where you can prove negligence on the manus side (pretty impossible aside from things like faulty caps etc...)

RIM also only give 1 year warranty. I think it's a disgrace really and the other big boys like Samsung give 2.

SB118 · 26 Jun 2012 at 09:16

Myshra said:
Technically it's not with Orange - your warranty is with the handset manu, not the network. You get 14 days "return free" and then after that it's manu support (or good will on Orange's side). SOGA gives 1 year warranty, another year where you can prove negligence on the manus side (pretty impossible aside from things like faulty caps etc...)

RIM also only give 1 year warranty. I think it's a disgrace really and the other big boys like Samsung give 2.

Umm, no.

You handset warranty is with the people who supply the handset (if you get a drill from B&Q and it packs up do you take it back to B&Q or post it to Black & Decker?)

SoGA gives more than 1 year, it's all to do with the how long the item should last.

How long should a £400 device last? Obviously the people that are selling them want to give you as little cover as possible as it cuts into their profits and they can't sell you another one. This is why they will usually try and fob you off with "sorry it's been more than 12 months, you're screwed, give me money" line.

In reality a £400 device should last at least as long as the contract it was provided with, as a minimum.