Tocco Trouble.. Advice needed.

[r0undb0y]

Apologies for the length of this...

Unfortunately for me I have a Samsung tocco on contract from Orange.

This phone is almost incapable of calling or receiving calls without the call dropping, by dropping I mean instant disconnection without even a "call dropped" message or beep, it just returns to the home/front page.

since I have had it I honestly don't think I have had a conversation with anyone longer than a minute without it dropping the call at least once.

Its pretty unusable as a telephone.

I complained to orange about this more than a month ago and they admitted that its a known problem and they are "working closely with samsung to resove it" because of this they refused to replace the handset as it was likely the replacement would also have this problem.

So I thought Fair enough that makes sense and naively though soon there would be a call asking me to retun the phone or whatever.


I rang them again yesterday and they say there still isnt a fix. They still refuse to repair/swap my phone.
I pointed out that Orange are still selling this phone when they know there is a problem and that this is a seriously poor thing to do the girl just went quiet.

She said only a small number of phones have been reported with this fault but still refused to take swap my phone even though theres a good chance it will solve my problem.

I do not know what to do now, when I try to complain they just say they will call me back and never do, I am being fobbed off.

Has anyone got some advice on what I should do now as I seem to be getting nowhere, I am paying for a phone that is useless as a phone..

 

["andy"]

orange must have had serious change around recently

they did this to my mate aswell (refused to replace his broken phone) yet in the past theyve always just swapped my phones without even asking anything. they would even send courier to collect the broken one :/

not sure what to do except for asking to talk to someone higher up or writing a letter and sending it recorded. they should atleast just swap it for a different model phone

 

[r0undb0y]

Update.

After a lot of calls and threats about trading standards, cancellations etc. One of the "team leaders" has agreed to exchange the phone for another Tocco, I realise I could get another phone with exactly the same fault but its worth a try as they are still selling it and only a few phones are reported with this fault.

The guy said that samsung have ordered orange not to accept returns of this phone for the call dropping fault as they are able to repair the fault. Yet it is obvious that there is not a fix yet and they are just stalling.

I'm not sure if this is true but the guy said part of the orange contract terms and conditions state that the phone supplied with a new contract as a goodwill gesture and therfore is not covered under the sale of goods act.!

 

[teulk]

I have a tocco and i have had no problems what so ever - i guess that makes me lucky. Do you have 3g enabled ?

 

[iraiguana]

If it is not fit for use then you can reneg the contract or they should at least assist you in resolving the issues. Since they were doing neither I would have gone to town on them.

E.g. I had a three mobile broadband deal which could not get reception at my house... I had used it whilst on a contract I did not have a problem until I returned. They swiftly stopped the contract early at no cost.

 

[Maccy]

I'd be non stop complaining until I get a replacement. If you're a paying a set amount each month and not being able to make calls then what's the point in having the phone?

 

[Matt7613]

I've got the same problem with my Tocco, it will drop the call maybe 2 seconds into it. Then it will do it again and again, when try to call again.

I've complained to Orange as well, but I got no further forward.

 

[mrochester]

Unrelated to the Tocco but a friend of mine got a Nokia 6500slide from Orange that had a fault with the memory card constantly appearing and disappearing on the phone. When I spoke to Orange on her behalf since she's not very technical we got a very similar story - Orange knew it was an issue, and was working with Nokia to resolve it. She was actually told that if she wanted access to the contents of her memory card she'd have to put it in her old phone and carry 2 phones around :O.

One thing that made me laugh down the phone to them was them calling it a 'known issue'. I responded by saying 'so you're knowingly selling faulty phones to customers?' to which their reply was 'I didn't say it was a fault, I said it was a known issue'. Quite what the difference is between the 2 I don't know. Needless to say a very strong letter of complaint was sent requesting money to be refunded and a replacement phone to be offered (a different make) and this did happen in the end. But there was simply no need for Orange to make it so difficult for my friend to get a working phone.