Vodafone and a mid-contract upgrade due to faults

Legacy_user

Hi I am new to the forum and would appreciate any help.

I signed up for a mobile contract with vodafone and got 3 consecutive faulty Samsung Jet mobile phone's and then I called to complain and the woman offered to order me another phone (different model). She said that the difference in cost between the 2 phones is £50, and that she will put it onto my next bill. I thought this was correct and maybe it should be paid. But, I was wondering that maybe they only gave offered me a replacement to stay within the contract and The Sale of Goods Act? ..... and if so, should I really have to pay the £50 as they are only trying to provide me with a working handset. I could do with something lawful to back me up because one of the big boss's is ringing me back within the next 48 hours.
Reading in The Sale of Goods Act could this help?:

The trader has tried to repair and/or replace the item and it's still faulty - what are my rights?

If the trader has made reasonable attempts to repair or replace the item, then you may be able to claim a refund. This refund may only be partial as the trader can take into account any successful usage you have had from the item.

Thank you for your help
Luke

planetf1

I can't comment on that scenario but a few years back I had a 6630 on three that was never reliable. After the third handset and a discussion/escalation they offered to swap mid-contract (they wanted old one back - fair enough)
- either same price handset/no charge
- additional charge for a more expensive handset

This seemed a fair offer

Vodafone

planetf1 wrote: »

I can't comment on that scenario but a few years back I had a 6630 on three that was never reliable. After the third handset and a discussion/escalation they offered to swap mid-contract (they wanted old one back - fair enough)
- either same price handset/no charge
- additional charge for a more expensive handset

This seemed a fair offer

Good afternoon lukechris,

I’m pleased to see that arrangements have been made to exchange your phone. I trust that you’ve now received this and that everything is back to normal.

However, if the situation hasn't been rectified and you’d like us to take a look at things please feel free to get in touch with us via the Contact us form on our website which you can access here.

Please include WRT135 in the subject line along with your username and a link to this thread and we'll get back to you as soon as possible.

Thanks

Ian

Web Relations Team
Vodafone UK

System

Thanks Ian,
In the end I ended up meeting the guy on the phone half-way therefore paying £25. Still not happy but its better than £50 i suppose

GaryKilroy

I have had a similar problem with a Nokia N97 of which I am now on my third faulty handset but all vodafone offer is a repair as it is out it's 28 day warranty. I don't feel that this is good enough as I now have no faith in getting a Nokia N97 that works.

Vodafone

lukechris wrote: »

Thanks Ian,
In the end I ended up meeting the guy on the phone half-way therefore paying £25. Still not happy but its better than £50 i suppose

Thanks for letting us know that you've been able to come to a resolution to this with us - it's always appreciated when customers take the time to update us on their query.

All the best.

GaryKilroy wrote: »

I have had a similar problem with a Nokia N97 of which I am now on my third faulty handset but all vodafone offer is a repair as it is out it's 28 day warranty. I don't feel that this is good enough as I now have no faith in getting a Nokia N97 that works.

Hi GaryKilroy,

This's certainly a frustrating situation.

As you've mentioned that you're on your third N97 and are now been offered a warranty repair could you clarify for me what sort of timeframe each exchange was arranged in from the date you got your original one.

The reason I ask is that in the event that we've arranged an exchange for a faulty phone on three occasions within that twenty-eight day window then it may be possible for us to offer you a different phone.

If this isn't the case however then I'm afraid you'll need to arrange a repair either through your nearest store or if you get in touch with us via the instructions Ian posted a couple of days ago we can arrange a postal repair for you.

Many thanks,

Lee

Web Relations Team

Vodafone UK

ade666

i also have a similar problem with a nokia 5800. my first replacement has now broken for the second time in exactly the same way. to be honest i'm just goint to find out how much it'll cost to cancel my contract as i've had enough of wasting my time going to the store to drop it off then going to the store to pick it up. this time it lasted at total of 72 hours. and its the same problem everytime.

Vodafone

ade666 wrote: »

i also have a similar problem with a nokia 5800. my first replacement has now broken for the second time in exactly the same way. to be honest i'm just goint to find out how much it'll cost to cancel my contract as i've had enough of wasting my time going to the store to drop it off then going to the store to pick it up. this time it lasted at total of 72 hours. and its the same problem everytime.

Hi ade666,

It's a shame that you're also suffering with your nokia.

If you would like to contact us regarding the issues that you're having, so that we can look into this in more depth, please feel free to contact us via the link here

Please include WRT135 in the subject line, along with your username and a link to this thread and we'll be in touch with you as soon as possible.

Best wishes

Ian

Web Relations Team
Vodafone UK