iPad 2, Orange store UK

Discussion in 'iPad' started by gavcur, Mar 27, 2011.

  1. gavcur macrumors member

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    #1
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    What a shocking experience I have had with these guys.

    On Fri I bought a 32gb 3G for the full retail price of £579. I asked when purchasing if it is locked to orange and was told it was not. I told them that I intended using a prepaid three sim that I have and was told this would be no bother. The did however make me take a 30 day notice contract that I could cancel that day giving the 30 days notice and would only cost £5. I was happy enough with this.

    When I get my iPad home I find out that it is locked to the orange network. Fantastic. I try to call orange to sort out who tell me I need to wait 3 months before I can have it unlocked and have to pay £20 for the pleasure.

    Today I tried returning the device to the store and have been refused a refund.

    For everyone else to note. Do not buy direct from orange if you want an unlocked unit. Go else where!!!!

    I have been lied to at point of agreeing the sale/contract and now have to resort to legal action to sort out. Nightmare!!!

    It's crazy that I could have gone the the store next door such as comet/Argos/pc world etc and paid the same for an unlocked device like I wanted.

    Orange crooks!!!
     
  2. GeekPill, Mar 27, 2011
    Last edited: Mar 27, 2011

    GeekPill macrumors member

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    #2
    Best bet is to reject it under the Sales of Goods act as it is not fit for purpose. You asked if it was unlocked and Orange said yes. Also say to them that you will call your trading standards. And tell them that you are taking legal action.

    Say that you will tell the court that in your option its fraud as they lied to you. Also you are legally allowed to charge Orange a fee for the letters etc.
     
  3. Gav2k macrumors G3

    Gav2k

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    #3
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    Check your paperwork. Does it say it's locked??
     
  4. gavcur thread starter macrumors member

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    No mention of it saying it being locked anywhere. Went through all the small print.

    Can't really reject it now as I have got it from he store and not sent so does not come into the distance sell regs. :-(
     
  5. Toonbay macrumors 6502

    Toonbay

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    #5
    Was it sealed in box? as i wonder how they do this. I know in the US they have the locked A&T one but dont think Apple UK are locking ones to networks so i wonder how they do this.

    I got one from 3 as wanted to upgrade my contract with them, got a great deal and service spot on
     
  6. gavcur thread starter macrumors member

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    #6
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    Yes all sealed from apple. I guess they must use the IMEI no and only allow orange sims to access.

    They did also activate it in store so they may have done something then. A carrier setting that causes it to lock?

    I would kinda agree with it being locked if they subsidised it but I bought it out right!!!

    No very happy at all.
     
  7. Toonbay macrumors 6502

    Toonbay

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    #7
    im not surprised mate after they have totally lied to you, 3 did not open mine at all so i am guessing that they did something when they activated it in the shop
     
  8. GeekPill macrumors member

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    #8

    You can reject it under the Sales of Goods act, distance sell regs doesn't come into play here.

    They said nothing about it being locked at the time you paid for it in FULL, and they activated it instore so they must have activated a sim lock as such under the Sales of Goods act its faulty/Not Fit for purpose.

    Best thing to do is to call your local trading standards and ask them what you can do and they will give you a list of options. And log a complaint against the store.
     
  9. Toonbay macrumors 6502

    Toonbay

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    #9
    would jailbreaking it to unlock and then restore back not do the job??
     
  10. Brookzy macrumors 601

    Brookzy

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    #10
    I got my iPad 2 from an Orange store and was told I couldn't buy it outright! I has to get a contract.

    But yes the ones from Orange are locked but I'm not sure how this is done; the iPad was sealed from factory. They were about to open it in the shop but I insisted I wanted to open it at home. (The cheek of it, doing my unboxing for me :rolleyes:)

    The only thing is that there was a sim card glued to the cellopane.

    I can only assume, as the OP said, that they somehow lock it by IMEI (it was printed on the receipt).
     
  11. Macs4u macrumors 6502

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    #11
    Is this the same Orange UK that sold me an iPad that was supposed to be unlocked and when i got home the signal was crap and it was LOCKED. I was told they dont refund for bad signal , i was told they dont refund as i was told it was locked (total ********* , i made a point of asking and was assured it was as apple sell them , totally unlocked). I was also told that i cannot return it even though it was missold. I instead called Apple, they refunded me instead and told me they would investigate Orange.

    I will Never, Never, Never Ever buy a single thing from Orange for as long as i live. Totally dont understand why they havent been closed down for lying to customers.

    Matt
     
  12. gavcur thread starter macrumors member

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    #12
    GeekPill, I never realised this was possible. I tried for a refund and they rejected me. I am putting it in writing to them with a 7 day limit. If not resolved I will need to start legal proceedings.
     
  13. richardmu macrumors 6502a

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    #13
    Sad tale, but I would never buy an ipad from a network carrier and expect it to be the same as buying from JL or Argos etc even if I was expected to pay the full price.
     
  14. gavcur thread starter macrumors member

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    Matt

    I tried calling apple and they said they were directed me back to orange. Went to local store and they did likewise. At a total dead end.
     
  15. ParishYoung, Mar 27, 2011
    Last edited: Mar 27, 2011

    ParishYoung macrumors 6502a

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    #15
    Since when were iPad's locked to any network??

    One of the selling points from the original keynote was that they were sold unlocked / SIM free ready for use on any GSM network.

    What message was displayed when you inserted the SIM from Three??
    According to the Apple Support pages when you insert the SIM from a different network you should connect to iTunes to install new carrier settings.

    Also, ensure that the Three SIM doesn't have a PIN number set on it (use an alternative handset / device to do this)

    Give that a try and let us know how you get on.
     
  16. gavcur thread starter macrumors member

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    Tried that too and iTunes says I have an unsupported sim inserted. Use it on the original iPad and it's fine.
     
  17. GeekPill macrumors member

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    #17
    Send them a letter with the subject as LETTER BEFORE ACTION

    List everything and include the fraud act from the government site yes it seems silly but they will know that you are for real and know your rights and that if Trading Standard look into it they will find that Orange are lying.
     
  18. spinstorm macrumors 68000

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    Sep 14, 2007
    #18
    Check my thread on this very same subject. Do a search. I was lucky and Apple swapped my locked iPad for a new unlocked one.

    I however bought from the incredibly dodgy phones4u! But orange not refunding is strange.

    If you decide to take it to the small claims court you can actually do it online. There is a site (do a search as I don't know the address) which let's you issue a complaint and pay the court fee using your card/bank and speads up the process.
     
  19. ParishYoung macrumors 6502a

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    #19
    You could try doing a restore through iTunes (without the SIM inserted)
    Then once the restore is complete, pop the SIM back in a reconnect to iTunes.

    With a bit of luck you may able to reset the carrier lock and start from scratch.

    Fingers crossed.
     
  20. gavcur thread starter macrumors member

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    #20
    Cheers for the tip but already tried and no joy. I'm guessing that orange must be using the IMEI or something?
     
  21. ParishYoung, Mar 27, 2011
    Last edited: Mar 27, 2011

    ParishYoung macrumors 6502a

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    #21
    I've checked with a few people I know (some who still work for Orange UK) and it seems that yes the iPad 2 does get locked to the network.

    This is due to the fact that the iPad is "generally" sold to you at a subsidised price in return for you agreeing to stay with them for a minimum term (12, 18, 24 and even 36 months).

    This however does not apply to you as you paid full price for the iPad. So, providing you have a receipt clarifying that you did pay the full £579 for it from the Orange store here is my advice to you in order for you to proceed.

    First you need to go back to the store and if possible discuss the situation with a manager. Anyone below that will, at best, greet you nicely and remain polite but be unable to assist you fully.

    Advise them that you have returned to them again under advice before making an official complaint to CISAS, Ofcom, or your local trading standards office.

    Under Term 16.1 you have read all documentation provided to you (including the Orange Terms and Conditions For The Supply of Orange Network Services).

    Under Term 14.1 the device (the iPad) forms no part of the agreement between you and Orange, thus you are unsure why they have tampered with it and changed it from the state that the manufacturer, Apple Inc., supplied it (ie: unlocked).

    In addition to this, when you purchased the device you were informed that the device would not be locked to the Orange network and would be able to be used with a Micro-SIM supplied by an alternative network. Hence you paid the full unsubsidised cost. (show the receipt)

    Whilst you understand that there is no 14 day return policy on devices purchased, you would like to exercise Term 4.2 of your agreement with Orange in order to bring this resolution to a close.

    You will pay what you owe to Orange for the time you have had an active account with them (this will be just for the few days since Friday)

    This will be paid in full today, and the account will be closed effective immediately.

    You will then cancel your Direct Debits / other payment arrangement to Orange.

    Under Term 12 of the contract with Orange, you will hand back the Micro-SIM.

    Once this has been achieved, there are four ways to move forward:
    1. They replace the device with an unlocked one
    2. The provide you with a refund
    3. They put a credit for the value of the device on your account which is then sent to you via cheque
    4. They provide you with an unlock code

    This last step may be a bit of a battle, even the agents you speak to on 150 (Customer Service) have to speak to a non-customer facing team to get your unlock code. That team will take between 7-14 days to get the iTunes server updated to reflect your device now being unlocked.

    Once you have had this conversation you will be much better placed to speak with one of the above bodies for raising a complaint as you will have attempted to resolve the matter with Orange directly and in line with the Terms with which they sold you the device.

    I hope it all works out for you.


    * * *
     
  22. bluebermuda macrumors regular

    bluebermuda

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    #22
    The AT&T iPad 2 is completely unlocked!
     
  23. gavcur thread starter macrumors member

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    #23
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    ParishYoung, many thanks for the detailed response and advice. I will let you know how I get on.
     
  24. ascender macrumors 68020

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    #24
    I called a couple of Orange stores on Saturday who both confirmed they had stock but seemed very unsure about how much one would cost, if it was locked or not and if they could sell without a contract. Alarm bells started ringing at the first place when they didn't even know what the ipad 2 was, had a rummage around in a back room and "found one".
     
  25. GeekPill macrumors member

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    #25
    Dont forget that you can and should claim money off Orange for lieing to you and for the fun of it report them to Trading Standards.

    If you want I can create a small document for you to send to Orange?
     

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