4 phones in 6 months, what are my rights?

Sumo_3

Hi

In the last 6 months my phone has had to be changed 4 times. Its a Nokia N85 and im with Vodaphone. Phone number 4 was delivered yesterday and worked for all of 3 hours before it froze and has stopped working alltogether. I asked them to change the type of phone they are going to replace it with and they flatly refused, saying that they can only exchange " like for like ". They also told me im not entitled to any compensation for this situation. I have searched the internet and cant find anything that spells out my rights so im hoping someone on here can help.

Sumo

Old_Gold

Are you dealing with customer service - if so dont bother. Send a very strong but polite email to the CEO outlining what has happened and how upset you are by this as it hs caused you problems. State you think four phones is unreasonable and that under the circumstances you should be given a phone of equal or better standard and compenastion for wasted time, etc.

spiro

This may help http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html#Q1Whatisaninherentfault especially this bit at the bottom about 'reversed burden of proof' although this refers to repair or replacement but it does not state replacement has to be on a like for like basis.

DarkConvict

Your paying for the contract not the phone, so not a great deal. So to get something sorted you do need to get above standard customer services. They do still need to supply a phone fit for purpose as it was included in the contract, no different to buying a phone seperatly.

Vodafone

Sumo wrote: »

Hi

In the last 6 months my phone has had to be changed 4 times. Its a Nokia N85 and im with Vodaphone. Phone number 4 was delivered yesterday and worked for all of 3 hours before it froze and has stopped working alltogether. I asked them to change the type of phone they are going to replace it with and they flatly refused, saying that they can only exchange " like for like ". They also told me im not entitled to any compensation for this situation. I have searched the internet and cant find anything that spells out my rights so im hoping someone on here can help.

Sumo

Hi Sumo,

It sounds like you have had a nightmare over the last couple of months, I'd love to see what I can do to help.

Please feel free to contact us including a link to this thread and your username. Please also include WRT135 in the subject field so that the email routes through to me and I will contact you as soon as possible.

Ian
Web Relations Team
Vodafone UK

redoscar

With orange as far as I know the policy is as follows:-

Does not matter if you have insurance or not if you have a fault on your fone within the first 30 days they will replace with a brand new phone and not a refurbished one. If this happens 3 times (every phone you receive within 30 days if it gets messed up within 30 days from receiving phone then they will replace it each time with a brand new phone. i cant remember but it is either on the 3rd or forth time they will give you a choice or should give you a choice to take an alternative phone of the same value.

It happened to me. and remember the 30 days is from the day you receive the phone to the day you call.

what happened with me was i upgraded on mid august called in fault within 2 weeks and got a brand new phone. they tried to give me a refurbished one through insurance but i refused and they gave me a brand new one. i received the new one the following day. this one also had a fault and i called in within the 30 days. first line support advised i will be gettinga call back from 2nd line and they will look into all the faults with me (around 5 different faults). I never received this call as 2nd line saw that I was receiving my calls. One of the faults I reported was calls cutting off but 2nd line thinking I am receiving calls though all sorted and closed the fault. Due to the lgnth of time you have to wait for someone to answer i never called back until the following i think it was around june I used to get cut off on almost every other call. Called fault and they agreed i had a faulty handset and wil replace through my insurance. i refused stating that the original call i place to them regarding the fault was within 30 days of me receiving the fone and not my fault orange not looked into. After speaking toa few managers they agreed and offerd me a brand new phone of my choice.