This letter I believe is self explanatory. Except that the length of time I have referred to is longer than a couple of months

Guest & Gray
Mr Chris Smith

Bradley Stoke
Bristol

Your ref: CS 0403/ts/Gray
Date:23/04/2003
Our ref:Orange5

Dear Mr Smith,

Thank you for your letter. On the same afternoon as my first fax I sent a second one giving my Orange telephone number which is 07968 XXX XXX

According to my records my Orange telephone was received on or after 23rd September 2003, which is just over six months. Under current pertinent legislation I do believe that there are two requirements. One is that the equipment supplied must free of faults at the time it was supplied and secondly it must be reasonably durable. I think you must agree that for a key to develop fault must either be due to usage (in this case reasonable usage), due to an original fault or be due to abuse. I think any reasonable person would agree that to accidentally damage one key on a telephone and nothing else would be impossible. If the other factors were responsible then I do think Orange has a legal obligation to replace or repair my telephone since I ordered this telephone from Orange as an upgrade. Who Orange instructed to send me the telephone is I believe immaterial.

There is a second issue. Why is it when, Orange has a well informed legal department, Orange continues to tell its customers they have no right to a replacement telephone for their faulty one irrespective of how recently they acquired it? Customers are still being told they have to have emergency insurance in order to receive a replacement telephone.

I look forward to receiving your comments.

Yours sincerely,

C A Gray.