"water damage" Vodafone

catnap53

Hi,

Have a HTC magic, 13 months into 2 year contract with Vodafone. Have had several problems with it and a few weeks ago it would not charge.

Took it to the shop and it was sent away for repair 4-5 working days. Came back with diagnosis of water damage. It has definitely not been dropped in water or used in the rain. The only option I was given was to buy a PAYG phone and put the SIM card in it.

I would not sign to take it back as it would be accepting their assessment. Called CS and they said it might not be actual water, might just be condensation from normal use! Called again, I stated that it had not been exposed to water and they said they would escalate it.

Called again, got the same message that it might be from normal use. Given option to send it back to repair centre for second opinion or take it away for independent assessment. Surely normal use is what is expected from any product?

Anyone help with suggestions for next steps?

Thanks,

Catnap

4743hudsonj

This is worryingly common. Most gadgets now have indicators that turn red when exposed to moisture. This can be from breath, sweat, steam etc etc etc. The iphone for example has one right in the charge/dock port making it particularly prone.

It can be quite a fight to get them to re-evaluate their position but just keep fighting and you should get there.

sporedude

Send it to the manufacturer for a second opinion, if it comes back the same with them then theres not much you can do.

catnap53

They only want to send it back to their repair centre for a second opinion. They are unlikely to change that opinion as it is quite clear that they do not want any responsibility.

They did not even offer a repair at my cost.

My point is that something sold as part of a two year contract should be able to be usable for the contract period. They have twice admitted that the 'problem' could be from normal use, and I categorically state that normal use is all it has had.

How do I know that the condensation it may have been exposed to did not happen after it left my possession so they could avoid a repair? They asked me to take it back with a broken seal. I would have no proof that it hadn't been tampered with if I took it somewhere else.

Catnap

catnap53

Update. No call back as promised re escalation of problem. Went into shop and was told that they would not send it back to repair centre as promised for a second opinion, neither would they send it back to manufacturer.

I could send it back but would have to sign their form accepting their report.

Again they said that water damage could be from normal usage. I could fully accept that if I drop it into a puddle, wade into the sea or take a shower with it then I would be responsible. But failing because of normal use means that the product is not fit for purpose under the sale of goods act.

As for claiming under house contents accidental damage such as a friend experienced when washing jeans with a phone in the pocket would be covered, but I would not expect normal use to be covered.

I am absolutely furious with this, now only 10 months left of contract with no usable phone.

Catnap

Oscar_The_Grouch

Accidental Damage is a sudden, unforseen and unintended event. You have not had a single "event" (such as washing the phone with the jeans) that would cause the damage and, therefore, you should not be able to claim off your home insurance.

What you need to do is tell the phone company that you are not satisfied that they have provided you with a product that is fit for purpose in accordance with the Sale of Goods Act. They have provided you with a phone and a contract for 2 years, so it is reasonable to expect that the phone would last 2 years.

I'd suggest you tell them you will be writing to their head office and ask for the e-mail address for the Chief Executive's Office.

daniel.thomas4

having worked in thew mobile phone business for of 6 yrs I have seen hundreds if not thousands of phones sent for repair,

when sent away the phone goes via a set of tests not just one. When they spot a problem they have to open the phone.... if the moister spot is red then they HAVE to find water damage on the phone. They cant just say "its red the phones screwed" If you had signed to take the phone back normally with water damage there is a photo showing the water damage and to what area,

Belive me they dont just want to screw you over.... when they open a phone and it water damaged they cant claim that back of whom ever built the phone.

eranou

You dont need the network to send it to the manufacturer you can contact them directly for a second opinion.