Hi alll,

I recently ordered the SPV C500 on Orange Yourplan 120. This was
despatched the day after but as no one was in to collect on the 3rd
day, I eventually collected it from the PO sorting office on day 4.

Anyway, I looked through all the contents in the evening and on
opening what do I find - an SPV box broken as if someone had held it
between their fingers and squeezed it very hard, to the point where
the manual has warped. An even bigger surprise, the battery was
missing from the SPV box (very unusual, but later methinks possibly a
return from someone else?). As if that wasn't enough, the free
universal handsfree car kit (from OSPS) was also not included in the
overall package.

I reported all missing items and the damaged box to OSPS and was told
that this was being looked at, but later (day 8) found out that
nothing had been done as the sales chap who had dealt with the order
was only then going to fax Orange to get them to send a battery out to
me. Unfortunately, it didn't quite twig then that I should have
immediately said I wanted to return the package for an alternative as
it was an incomplete package.

Anyway, in all the calls to OSPS customer services I have been told at
various times that the battery matter is now with Orange following the
fax and they cannot give any updates (which is a bit ludicrous as
Orange have told me that there is a dedicated dealer support line),
that if the battery arrives beyond the 14-day period it's tough, that
they cannot do anything to explain to Orange why the line rental
should be deferred or refunded. I have also talked to Orange but they
cannot do much as the order is with a 3rd party. They simply suggested
the 14-day return path, which is what I had resolved to do as there is
no sign of the battery.

On approaching OSPS again to send the package back, they flatly
refused to accept it back claiming that it was incomplete! There
seemed to be no comprehension of the fact that it was supplied
incomplete to me. I have pointed out the fact that my dealings are
with OSPS and not with Orange, as OSPS seem to want to claim, even if
the handset is Orange branded.

I am writing to the sales manager (apparently an email direct to him
won't do) with all facts and hope that a resolution can be reached.
Beyond this, can anyone suggest other avenues that I can follow up? I
may have to consider legal options soon.

I have called Orange again to verify whether dealers are supposed to
honour the 14-day guarantee but the CS operator was not able to
confirm this. She did however say that she could fill in a 'Dealer
Incident Form' and forward to appropriate people. I did go ahead with
this but don't know how effective it will be.

Thanks.