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Buying from Orange might not be so Sweet

10 February 2014, 09:02

Buyer beware! Before you Add to Cart on the Orange South Africa site, understand and get Orange South Africa to detail exactly what warranty their products are subject to.  In writing

Also read their return policy right down to where it gets returned to – Slough, England. At your own cost.

I bought a Nokia Lumia 925 3 months ago from Orange South Africa. R5k for a phone that was selling at R7-8k as a straight purchase or as much as R10k on a contract. What a bargain!

The screen went mad about a month ago. So I took it to Nokia Care (whose service also warrants a pasting).

R2500 to repair/replace because the ‘phone was bought in France.

I would remember if I went to France

So Nokia said I must go back to the dealer. Orange South Africa.

Orange South Africa were fine with it all and sent me a return code and a form to complete along with nstructions and disclaimers.

This is where the oranges turn to lemons. The return form states you have to return the item to Orange Returns, in Slough, England, in its original packaging.

And then the fun part:

The cost of original postage and returning the item to us is your responsibility. (Us being, Slough England).

·  It can take up to 10 working days after items have been refunded for the funds to appear on bank statement.

·  The item is your responsibility until it reaches us.

Return costs are your problem! 

What a dilemma. R2500 for a R5k phone or send it to Slough for R900 including insurance? In the same email they give you a handy form all filled in with your return reference number and other details.  This form must be signed and included with the return.

I still had all the original packaging, coughed up the R900 for shipping and insurance. Printed out their form, signed it, packaged it all up with the signed documents. Followed their instructions to the T.

And now Orange Returns in Slough refuse to take delivery because there is no NAME for the recipient.  

I have the name of the person I dealt with - in South Africa. But it was not good enough because that person is in South Africa. So, according to Orange Returns, the package must go back to South Africa. They want the name of someone in Slough before they will take delivery.

[insert theme for Twilight Zone]

I have spent all week trying to get a sloughing name.

So BEFORE you purchase any item from Orange South Africa, be sure that they confirm to you in writing where the warranty for that item will be fulfilled. And if you ever return anything, make sure you get a Slough name because apparently their South Africanrepresentatives don't count

P.S. DHL called me again this evening. They want to return the item to me as “undeliverable”. Again, at my own cost.

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