Vodafone Contract

Turk3y_2

Okay I'm not 100% this is the correct place for this thread but hopefully someone will be able to shed some light on this situation.

My partner and I both started a new 24 months vodafone contract, both with Samsung H1 handsets 4 days ago. To cut a long story short: the handsets are absolutely terrible, theyre both having the same problems and are consistant with problems other users are having listed all over the internet (even Vodafones own website is littered with reviews warning people not to buy it).

Yesterday I returned to the shop explaining I was not happy with my handset (for numerous reasons) and they said all they could do is replace it with the same one, which as far as I am concerned would be a waste of time as it will have the same problems. I offered to pay out right for a better phone and even go on a dearer contract. The store assistant informed me that all they are at liberty to do is change the handset for exactly the same one and I would have to phone customer service.

So I went home, phoned customer server and after talking to a normal employee then a helpful manager he explained he could not do absolutely anything unless I had bought the phone over the phone and its the store managers discretion whether they let me change the phone (even though I said Im willing to pay for a better phone and go on a contract that will be costing me more per month). So its back to the store tonight......

Something to note:

"Our retail stores have changed their returns policy on the 16/3/09.

• The policy for modems and datacards is staying the same
• There is no longer a 14 day return policy in store for phones"

Vodafone are no longer offering a 14 day return policy for phones bought in store.

Sorry for such a long post. I hope someone can help me out. Im so sorry now that I moved from orange to vodafone.

Alex.

gjchester

Unfortunaly the distance selling rules do not apply to in store purchases, it's assumed you can play with the phone in store. You get no cooling off period in this case. (This is not really phone specific it applies to anything, although many shopd have a 7/14 day instore exchange period as a goodwill / good customer service aspect)

Getting a swap at the manangers discression is all you can hope for.
Sorry it's not better news

Turk3y_2

Thank you for the reply. I've been having a look around. The only other things I can think of is they offer a 7 day return if you are not happy with the signal see:

"For handsets bought from a store we offer a 7 day no network coverage disconnection and refund. Any accessories purchased at point of sale can also be returned."

Might see what happens when I bring that up. Also I had a look at some consumer rights websites and found this:

"If there is a problem with the order

The law also protects you against poor service and shoddy goods by allowing you to cancel a contract.
Under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982, a seller must provide goods that are ‘fit for the purpose’, 'as described', and of 'satisfactory quality'."


As both phones do not work as stated when I bought them (and its obvious its a problem with these handsets), I wonder where vodafone would stand on this..?

gjchester

Turk3y wrote: »

Thank you for the reply. I've been having a look around. The only other things I can think of is they offer a 7 day return if you are not happy with the signal see:

"For handsets bought from a store we offer a 7 day no network coverage disconnection and refund. Any accessories purchased at point of sale can also be returned."

Might see what happens when I bring that up. Also I had a look at some consumer rights websites and found this:

"If there is a problem with the order

The law also protects you against poor service and shoddy goods by allowing you to cancel a contract.
Under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982, a seller must provide goods that are ‘fit for the purpose’, 'as described', and of 'satisfactory quality'."


As both phones do not work as stated when I bought them (and its obvious its a problem with these handsets), I wonder where vodafone would stand on this..?

No signal means no signal, not a poor one, a 1 bar lousy signal is still a signal. Also coverage is for OUTSIDE not inside, as the mobile co's can't know what your house is made of.

You are right you can ask for a repair or replacment but it's down to the seller to choose. In this case they are offering a replacement phone and thats covered the legal aspect.

Your airtime contract is NOT tied to the phone, if the phone breaks, is lost or stolen you are still liable for the monthly airtime agreement. The retail store arm and the airtime arm are different parts of the same company, but problems with the phone (and retail side) do not permit you to cancel the airtime agreement.

First step is let them rep[lace it, they may have had a faulty batch. But you have to let them try and fix the fault.

lufcgirl

I don't know if this is the case with Vodafone, but with Orange if the phone is diagnosed faulty and bought from a retail store within 28 days it can be returned for a full refund and cancelled under the sale of goods act.

Guys_Dad

Keep returning the phones under Sale of Goods until either you get one that works or they get fed up. They will have to sell the returned ones as refurbished - or they should anyway - and that eats into their profits.

Also see if the Internet backs up you claim that the particular phone model is a lemon.

Eventually, you do have the courts and Money Clam On Line to fall back on.