Vodafone Still Not Fixed My Mobile After 4 Months - What Can I Do?

fleetingmind

I upgraded to a Nokia E71 in November 2008 with Vodafone on a 18 month contract. In May 2009 the phone started to crash, freeze, forget default settings and started to get dust under the screen.

In June I emailed Vodafone asking for my phone to get fixed. They agreed it was under the manufacturers warranty and they would send a envelope for it to be sent off to get repaired.

It is now September and after 4 more times requesting this envelope or an address it still hasn't come and my phone is still broken and at times unusable.

Last week I emailed them again saying that I wanted to either cancel my contract early (Not paying up the rest of it) due to not getting the right service that I wa spaying for or send me a replacement handset. They offered me 3 handsets one being the Nokia 5800 but said I would have to extend my contract by another 6 months.

I said all I want is a phone that works so please send my another Nokia E71 or simialr like the Nokia 5800 but I wasn't prepared to extend the contract by another 6 months.

Had a call saying that as I won't extend my contract they would send me a envelope to send off my phone to get repaired.

I again replied saying that was unacceptable as they had promised this envelope 4 previous times.

I was told by a independent govenment website that leagally a fault with a mobile phone is with the trader not the manufacturer I.e Vodafone not Nokia. Any repair should be carried out within a reasonable period of time and without causing the customer any significant inconvenience. If this does not happen the customer is entitled to a replacement or compensation. If the customer is out of pocket in any way they are entitled to compensation over and above the price of the phone.
I again asked for a replacement phone or to cancel my contract.

The reply I got was if i want a new phone it would cost me half price - £150 for a Noka E71 or If I want to cancel i would have to pay up £225. They will send out another envelope for mine to be fixed.

They did offer to refund a months bill but in all honesty the amount of problems and hassle I have had since June far out ways this. Times when my phones coverage just vanished, phone crashing during calls and phone freezing while trying to use the functions on it.

Why do thy treat their customers like this. All I want is a phone that works. It isn't too much to ask to send me a phone that works!!!
They are still taking my monthly fee - they are quick as Usain Bolt at doing that.

What can I do. Can I cancel my contract as the phone is clearly not fit for purpose?

DarkConvict

There is a Vodaphone rep on here that might beable to help

http://forums.moneysavingexpert.com/showpost.html?p=24991781&postcount=4

Vodafone_company_representative wrote: »

Hi NASA,

It's disappointing to read about your experience here.

Since posting have you been able to get this resolved? If not, then feel free to email us your details using the 'Contact us' form on our website here and we'll be happy to take a look this for you.

When sending the email you'll also need to include a link to this thread within the body of it and state the code WRT135 in the subject line.

Many thanks,

Lee

Web Relations Team

Vodafone UK

Vodafone

Hi fleetingmind,

It's disappointing to hear about your experience here but I'm confident we can help to get this sorted.

To get in touch with us just email us following the instructions which DarkConvict has kindly quoted above - thanks DarkConvict.

Many thanks and look forward to hearing from you.

Lee

Web Relations Team

Vodafone UK

fleetingmind

I just wanted to follow up on a old thread that I started and warn people of the problems you may face with Vodafone. While being with Vodafone is fine when everything is woeking fine in my epxerience (and a fair few of my friends and colleagues) when a fault arises they are every reluctant to sort out.

In my original message they finally replaced my handset with a new E71. Only 5 months after the orignal problem was first advised to Vodafone!!!

Only a month after getting the new handset the exact same problems started again - phone crashing, no reception in normally full service areas, not being able to connect to landlines, no signal one day for over 7 hours, and now when I turn my phone on all i get is a black screen. Phone is now completely unusable. When I emailed Vodafone they basically said that they were a service provider and weren't contracted to provide a phone. WHich is true but why do they build all of their tarrifs around a handset!!!
They told me to take it into a Vodafone shop where i was advised it would take over 3 weeks to get fixed due to a back log and no temporary phone provided.

My last message sent on the 20th still yet to be answered. I understand that phones can go wrong but what I expect from Vodafone is a quick solution and not to fob me off as though it is my fault esp when I pay them over £550 during my contract.

I'm now stuck without a phone for well over 3 weeks. I use my phone for business and also to be in contcat with my wife and two kids as i live in Kent but work in north london.

You have been warned.

DarkConvict

Phone and contract are separate but as the retailer that gave you the phone, they are liable to get it repaired. You can also sue them for loss incurred i.e. if you can't use the phone for 4 months and they take to long to repair you could claim your out of pocket expenses (line rental). SOGA

BBB

email the chief executive (google it) and tell him and he'll get someone from customer relations to ring you, my mate did it and got to choose any handset he liked.

Vodafone

Hi fleetingmind,

I can see that you are disappointed with the service that you have received and I would like to offer further help with this situation and restore your faith in our company.

As we have worked all of the emails in the WRT135 inbox for the 20th, could you please let me know the email reference number? That way, I can look your post up as I would like to respond as quickly as possible and get this sorted for you.

As you say, this phone is important to you as you use it for business and to keep in contact with your family when you're away from the home. When we contact you we will take all of this into account and do everything that we can to offer a resolution.

I look forward to your response,

All the best,

Espi
Web Relations Team
Vodafone UK

fleetingmind

Vodafone_company_representative wrote: »

Hi fleetingmind,

I can see that you are disappointed with the service that you have received and I would like to offer further help with this situation and restore your faith in our company.

As we have worked all of the emails in the WRT135 inbox for the 20th, could you please let me know the email reference number? That way, I can look your post up as I would like to respond as quickly as possible and get this sorted for you.

As you say, this phone is important to you as you use it for business and to keep in contact with your family when you're away from the home. When we contact you we will take all of this into account and do everything that we can to offer a resolution.

I look forward to your response,

All the best,

Espi
Web Relations Team
Vodafone UK

Hi,

Thnak you for your message.

Email ref number is #1936350.

Just a quick update I was called on Monday (25/01/2010) morning by Vodafone customer services. I called them back later in the day.
I was advised that all they can do for me is send me a refurbished phone. I was not over keen on reciving this as the phone is either second hand or had a fault (Which is not good seeing as my last two handsets have been faulty as well)

But "as that was all they could do" I had to take it as I'm without a phone. Was advised it would be with me between 8am and 12pm on Wednesday (27/01/2010).
Got to work early stayed in the office all day and no courier came. Still hasn't come.

So I sent another message to Vodafone and cc'd the CEO. Had a call from another customer services representative Thursday 28/01/2010 saying hey had received my email and someone would repsond within 24hours.

We shall see!!!!

fleetingmind

Well Vodafone have just called me and agreed to end my contract early (June) and offered me the new BB Bold for £30pm.