Help Vodafone/Blackberry Storm nightmare

melanie20012001 · 17 March 2010 at 3:07PM

Has anyone got any advice to halp me through this?

Wow where do i start i have had nothing but problems with this phone and unfortunately am not finding Vodafone very helpful to say the least.

I am now sat looking at my 4th replacement Blackberry Storm dead and refusing to charge!

I have had the phone replaced 4 times now 2 for the screen freezing and the other 2 for refusing to charge i have even bought a new battery and tried several charges to check it is the faulty phone.

I have phoned Vodafone off my landline today this must be about the 10th time (incuring a charge every phone call lasting at least 40 minutes with todays being 90 minutes long)

I am now that dissapointed at being fobbed off with a refurbed Blackberry Storm i am refusing to have another.

I have given the 2 options replace with an iPhone which as is documented everywhere is the only phone on comparion with a Blackberry Storm this would come under my contract of swapping phones after previous issues with a like for like basis or cancel my contract with no penalty as they cannot provide the service i am paying for and are not adhering to the T&Cs i again bring up the replacement of a like for like basis.

They have given me the options to change to some other selected models all when i looked into them are a downgrade from my current phone.

Everyone i talk to all seem to stick to the script they are given and i am just been passed from pillow to post totally unhappy with my phone and vodafone experience.

gjchester · 17 March 2010 at 3:47PM

melanie20012001 wrote: »

I am now that dissapointed at being fobbed off with a refurbed Blackberry Storm i am refusing to have another.

I have given the 2 options replace with an iPhone which as is documented everywhere is the only phone on comparion with a Blackberry Storm this would come under my contract of swapping phones after previous issues with a like for like basis or cancel my contract with no penalty as they cannot provide the service i am paying for and are not adhering to the T&Cs i again bring up the replacement of a like for like basis.

You do not have that option. Under the warranty the retailer has to repair or replace the phone. BUT it is their choice. If they offer you a refurb of same or better features you have to accept it, you can ask for a differnet phone but can't enforce that. I know it seems daft but they can keep offering you Storms until the warranty expires and they stay within the law, although it's bad customer service.

Remember you get like for like , your storm is used so they legally only need to offer a used one in exchange (ie a refurb).

You also can't cancel the contract, the airtime part and the supply of hardware are actually two different contracts. Failure of the phone (or loss or theft) do not give you the right to cancel the airtime contract. Vodafone are correctly supplying the airtime, it's not their (Vodafone airtime side) fault your phone is faulty. I know in this case it seems it is because the same people supplied the phone but it's two different arms of the company.

You can or course cancel the contract or buy an iPhone, but either will incur costs to you.

Vodafone · 30 March 2010 at 5:53PM

Hi melanie20012001

I can understand you being upset that you are still having difficulties with you phone even after exchanges.

I've replied to your other post about this here.

Take care

Kirsty
Web Relations Team
Vodafone UK

Fire_Fox · 30 March 2010 at 9:04PM

Do you have the names of each member of staff you spoke to and the time/ date? Write a recorded delivery letter of complaint copying your itemised landline bill and asking for action and compensation.