blackberry storm & vodaphone

haggisAThome

my wife has had her storm for about 3-6 months , its worked ok . vodafone messed up in the first 2 months of her contract and after a lengthy battle i got resolution form there customer services . a few days ago the phone said there was a wireless update for her phone , so she updated the software and the phone was rendered unusable , the screen was lit up but black . even removing the battery and replacing it would not work . i was told to take the phone back to the shop (32 mile round trip) , so we took the phone back and asked the counter assistant if we could have a lone phone as this storm is my wife's business line . we were told that because we have no insurance on it a loan phone was not going to be supplied !!!

i spoke to vodafone business customer services and they said the same thing !!! now if my wife had dropped the phone etc etc and it was her fault i would not even ask for a phone , but there update has left my wife without her phone . we have now had all the mobile calls diverted to the land line , when the wife was with the car phone warehouse they all ways give her a loan phone if hers was broken .

do you think its unreasonable to not give a loan phone in this case as its the update that caused the phone to lock up and crash ? we are locked into the contract with them for 2 years but i can assure you vodafone will not get any repeat custom from us after this

i would welcome any input

Kilty_2

I certainly don't think it's unreasonable to request a loan phone - O2 provide them via retail stores in faulty handset cases.

You'd only get a very basic £10 PAYG Nokia (or similar) but it's better than nothing - surprised that Vodafone are refusing.

Vodafone

Hi haggisAthome,

I understand that this situation must be very frustrating and while I do not think it's unreasonable to request a loan phone, we are unable to provide courtesy phones unless you are covered by insurance.

It's a very unfortunate situation as you could not have pre-empted the software update causing problems with the phone. If you would like to discuss this further with one of our team then we would be more than happy to speak to you.

Feel free to contact us on the link below if you wish to discuss the matter further -

Web Relations Team - Vodafone UK

(When contacting; Please quote the code WRT135 in the subject line and a link to this thread and your user name in the message body.This will ensure that the message comes directly through to our team.)

All the best,

Espi
Web Relations Team
Vodafone UK

anotherdayanotherworry

Hi, i know what you mean about vodaphone! i am having trouble with them AGAIN!!! we have a buisness account and 1 of the contracts was ending so my daughter wanted the number, what a big mistake! we transfered the number to her name via vodaphone who sent out new contract for her. They sent her new phone on 17th November (this phone not working properly). they are still charging me for the account at new higher than agreed rate!!!! wont replace phone with new one has to be a refurb!!! so i am paying for my daughters contract!!! this is because i didnt ring them to confirm! i thought that was why they sent out paperwork!!! No one said i had to ring! nightmare!!! What i would like to know is how they can set up an account with my daughter and still charge me for it!!!!

Vodafone

Hi anotherdayanotherworry

This has clearly been a difficult and stressful chain of events. I'd really like to put this right for you.

You are, of course, welcome to get in touch with us via the same means as described by Espi above. I'll do everything in my power to get to the bottom of this so we can put this matter to rest.

I hope to speak to you soon.

Kirsty
Web Relaitons Team
Vodafone UK

anotherdayanotherworry

i have sent a message via esp link and quoted WRT135 thank you

the_mackem

Hi
After the 2nd Blackberry storm phone got delivered on wednesday we have had to request a new one after less than 24 hours!! Then after speaking to vodafone, another nightmare!!! they will swap the phone under duress, it is a new phone :mad: and guess what 5 days without a phone ontop of all of the other problems, basically it isn't their fault, Well is it my dads!!! NO I think not !! It was like talking to a brick wall:lipsrseal

They never even said, sorry!! My dad was stuck half way down the country without a phone and all they said was you will have to wait till monday!!
Sorry to rant on, but it is soooooo annoying!!!

the mackem's mrs

Freebie_Hunter_2

Unable to supply a loan phone due to no insurance? What a load of c**p! My branch is EXCELLENT (I always buy/upgrade in branch, better service) and have given loan phones to people who don't have insurance.
The phone is under warranty so there should be no 'convincing'.

I've always had good service from Vodafone, but as I said I always go through the store.

anotherdayanotherworry

i thought i was going to get some response from vodafone but i was wrong, i agree with the mackem it is like bashing your head against a brick wall!! but at least with a wall you know where you stand!!

Vodafone

Hi anotherdayanotherworry,

I apologise that you feel this way, we have received your mail and are looking into this situation at the moment. Unfortunately the department that we need to speak to to process this any further, are not open at weekends. (And with the Festive period they have also been on annual leave.)

I assure you that we are taking this matter seriously and we will get the ball rolling fully tomorrow when all teams are back in the business.

Thanks,

Espi
Web Relations Team
Vodafone UK

anotherdayanotherworry

still banging my head aginst a wall vodafone reps on here are somewhat helpful but try phoning and its another ball game altogether!!!! rude not interested passing from one to another!!! reading some of the messages on here that seems to be the norm!!