Faulty Nokia 6210 navigator on Vodafone

c00kiemonster_2

Hi
Thanks for taking the time to read my post.

My Mum 6 months ago upgraded her phone to the above. From the start all was fine with the phone but after a month the phone would constantly lose signal and quite often during calls which for her were business calls which became very frustrating.
The phone was returned and a replacement was given, this phone worked ok at first then after a month started doing the same as the 1st one, kept losing signal.
When my Mum returned the second phone reporting the same fault as the 1st one it was sent off this time to be checked over with no replacement issued!
After a couple of weeks the phone was returned with a covering letter stating the phone has been dropped which has caused the damage and as she has no insurance she is not covered for the damage and is expected to pay the full replacement cost if she wants the same phone again.
Also included with the phone was a very close up picture of what is meant to be the damage, but nowhere in the letter or with the picture does it say exactly what is broken nor can you you tell from the picture!

My Mum is very annoyed at this as she has been a vodafone for many years and cant believe they have tried to fob her off in this way plus with the way they have accused her of dropping the phone despite her saying that she hasn't. She has always been very careful with her mobiles and always looks after them very well.

Can anyone offer any suggestions on where we stand with this?

Your help is very much appreciated:D

Vodafone

c00kiemonster wrote: »

Hi
Thanks for taking the time to read my post.

My Mum 6 months ago upgraded her phone to the above. From the start all was fine with the phone but after a month the phone would constantly lose signal and quite often during calls which for her were business calls which became very frustrating.
The phone was returned and a replacement was given, this phone worked ok at first then after a month started doing the same as the 1st one, kept losing signal.
When my Mum returned the second phone reporting the same fault as the 1st one it was sent off this time to be checked over with no replacement issued!
After a couple of weeks the phone was returned with a covering letter stating the phone has been dropped which has caused the damage and as she has no insurance she is not covered for the damage and is expected to pay the full replacement cost if she wants the same phone again.
Also included with the phone was a very close up picture of what is meant to be the damage, but nowhere in the letter or with the picture does it say exactly what is broken nor can you you tell from the picture!

My Mum is very annoyed at this as she has been a vodafone for many years and cant believe they have tried to fob her off in this way plus with the way they have accused her of dropping the phone despite her saying that she hasn't. She has always been very careful with her mobiles and always looks after them very well.

Can anyone offer any suggestions on where we stand with this?

Your help is very much appreciated:D

Hi c00kiemonster,

I can certainly understand your frustration with this issue.

Could you clarify whether there was there any repair quote provided to your mum letting her know now how much it would cost to repair the damage reported by the engineer?

I ask this as usually in the event of accidental damage where a repair is possible the repair centre will issue a quote to the store so that they can contact the customer for approval for the work to be carried out.

If you’ve not been able to get any sorted out yet and you'd like the Web Relations Team to take a look at things please feel free to get in touch with us via the Contact Us form on our website.

When sending your email could you state the code WRT135 in the subject line and include your username and a link to this thread and we'll get back you as soon as possible and help you and mum as much as we can.

Ian

Web Relations Team
Vodafone UK