Do i have grounds to stand on?

canonman

Hi guys,

I work for BT Mobile, and i know some of my rights and OFCOM's regulations, but does anyone agree with me in this letter? or have any thoughts?

Dear Vodafone
I started my contract with you 3 Months ago with you, the last few weeks have been one of the worst customer experiences I have ever seen, I work for BT Mobile Phone Support section, and I would like to say I know my rights as a customer in dealing with mobile phones and faults, dealing with some of your staff, particularly management and some 1st line support technicians was dire, but rest assured some of your staff were very helpful and I commend the service I received.
My Google nexus one (android 2.1) at the time was always have signal issues, but recently it has got worse, I spend most of my time at work and at home, I get very poor signal in both these areas and I have always had to stand outside to get signal, in the last week Google release 2.2 Froyo and as a customer and reason why I purchased the phone was for the updates Google provide, as a technology enthusiast I read that erf29 (the European release of 2.2 Froyo) was not ready by vodafone at release date as they were having network issues with it, Vodafone acknowledge this problem and have stated they will release it, Monday morning I had a pop up appear on my screen with a mandatory message saying my handset must be updated to 2.2 foryo so I got the update and my phone signal has been lost ever since!

I rang up Vodafone and told them the problem, saying you have lost me my phone signal, I was in a long debate, with the sales rep trying to talk me through some basic and rather silly guides, as these were Blackberry trouble shooting tips, as she did not know what Android or the Nexus one was! I after of 130mins managed to get to speak to the manager, who was very unhelpful. He told me the phone must go in for repair… I told him there is no problem was the phones hardware but the Software, so if they send me a new handset, the second my sim card enters the phone; Google/Vodafone will manually update my phone over an OTA whether I like it or not knocking my signal out again!

They told me I must wait for a delivery of a new handset, I said ok then and the manager arranged this with me this was on Friday so it would be with me Monday, I told them I was not happy with this as I have to take time of work! They told me this is the only way the can help me.

I took the day of work loosing myself my income, I waited in all day, I received a call at 3:15 telling me there was no stock and sorry they could not deliver a handset,
I am now furious, I have been without my phone for 5 days now, due to NO problem of mine, but a problem of Vodapfone
I got back on the phone and asked them to sort this, or under OFCOMS’s grounds I can cancel my contract, as I do not get coverage, service or have a handset I can use. So I managed to get through to someone who told me I could change the handset to another phone of same specification, so I think great, I now look at the same phones which are similar specification and features of what I purchased the Google Nexus One.

I said it must have these features or similar.
Android 2.1 Operating System
1GHZ Snapdragon CPU
3.7" AMOLED Touch screen
NO Since UI
Microsoft Exchange Support.
As far as I can see, I would be happy with the Samsung Galaxy S I was told I would have to pay £120 extra to have this, I said I am not paying anything. You cost me a days work and loss of a phone with no real help in resolving this situation, just offering me a cheap phone with non of the features I purchased the nexus one for.

I have rang back up, where a technical advisor put me on hold for 20mins so I put the phone down as I must return back to work.
I have since been on the phone to another customer representative who was very kind and helpful, put me through to (MANAGERS NAME), who understood my situation and made a compromise of me paying half for the Samsung, which I have agreed to, and I am now a satisfied Vodafone customer.
The lengths I have had to take are quite extraordinary in this matter, but I hope this email gives some key points."


The key points of my experience.
1) I have knowledge of android phones as I work with them and I don’t appreciate being told I don't know what I am talking about
2) Admitting Vodafone have no idea or support for android based phones
3) Getting hold of a manger is hard work
4) Having a phone repaired 3 times when there is no hardware fault is a waste of your time and mine
5) Having time of work to wait for a delivery then being told its not coming.
I look forward to an email back.
All the best.

UPDATE

Dear vodafone, i have since recived the Samsung Glaxy S, Which you have sent me, 3 weeks later down the line, a patch was sent out VIA OTA it was not the 2.2 Froyo but some Vodfone patch, i have installed this and since you have lost me my signal.

Now i have had time do some more research and it seems that you are backing down to customers in your software.

BBC NEWS - http://www.bbc.co.uk/news/technology-10940342

Vodafone forums - admit that they need to modify the Android OS to fit there network!

So my question to you is that i am sick to death of paying for a phone i don't use/can't because of your updates, you have tried to solve the probelm once with a nice offer.

This time i don't want an android handset with Vodafone, i will have to sacrifice going back to a Nokia becuase i know its stable with your network.

So what i am asking for is a Nokia N900 Free of charge delivered to my address please.

I pay more than what is required to recive that handset and i pay for inssurance aswell!

spadoosh

sounds like a valid case, no coverage no handset, no contract. would look at spelling and grammar though (sorry!)

withabix

Don't you have some direct contacts with Vodafone, seeing as BT Mobile is just re-sold Vodafone airtime?

canonman

spadoosh wrote: »

sounds like a valid case, no coverage no handset, no contract. would look at spelling and grammar though (sorry!)

Not sen't yet.

Its a rough draft.

Posted this on the forum.

But not sent it at a letter yet.

Thanks for the imput, will spell check it later.

canonman

withabix wrote: »

Don't you have some direct contacts with Vodafone, seeing as BT Mobile is just re-sold Vodafone airtime?

No, We have direct lines to there systems (isscas) and direct faults line.

But i have to go through the "official" channels.

soul619

I cancelled my n900 due to the update not being released by vodaphone even though nokia had released one for unbranded phoned weeks before, speak to customer relations not the contact centre, if u want their direct number pm me and I'll send it to tonight when I get home