Vodafone. Not responding. What next?

Mr_Linnet

I am posting this on behalf of my son who purchased from Amazon online a Nokia C3 pay as you go mobile with Vodafone sim card on 07.09.2010. He put the phone on charge for 12 hours and went to use it on 08.09.2010 but although the phone switched on and the keys lit up nothing came up on the screen, just blank and unlit.

He contacted customer services ( initially by telephone then afterwards all contact was by e-mail to ensure a record was being keep of what was being said ) who advised him to take it to the local shop. He took the phone to the shop who said they could not help as it was not purchased from their store but purchased online, they said to contact customer services.

He contacted customer services who then asked for a auction number listing and URL address. He said he would e-mail them back with the information. He went back to the local shop asking how he could get these details but they said they didn`t know what customer services were talking about and recommended contacting customer services again.

He wrote to customers services yesterday but has had no reply. I have e-mailed customer services on his behalf today without success. We both requested a replacement new working phone to be delivered by courier who could then pick up the faulty phone at the same time. Failure to do so would lead us to contact Trading Standards.

They have still not replied. :mad: I can contact Trading Standards in the morning but is there any other action he could take?

Many thanks in advance for all replies and suggestions;)

Jon_01

Unless I'm reading it wrong, your contract is with Amazon. Its them you should be pursuing for a replacement/refund.

The phone may not even be a Vodafone handset, it may just be sold with a Voda sim.

Guys_Dad

Your post puzzles me.

(1) have you tried the sim in another Vodafone handset? See if it works. (I assume that you have put a sim in it???)

(2) You contacted Customer services. Whose? Amazon? Vodafone?

(3) Why would it be Vodafone's fault if you bought a handset from Amazon and it only shows a blank screen? If you bought a car from Honda and the engine would not turn over or the lights come on, why would it be Shell or BP's fault?



I am missing something here? Maybe more clear info???

Mr_Linnet

Thankyou Jon 01 and Guys Dad for your replies.

Just to clarify and I apologise for not making these details clearer in my original post.

The phone was purchased from Amazon online, however it was the Vodafone link on Amazon. So I am assuming Vodafone are therefore responsible.

He originally contacted Vodafone Customer Services who sent him to the local Vodafone shop. It was the local Vodafone shop who advised him to contact Vodafone Customer Services again. This he did, where upon they asked for Auction Listing Number and URL address, because he was not familar with this information he went back to the local Vodafone shop who also didn`t know what Vodafone Customer Services were asking for and was told to ignore it.

He contacted Vodafone Customer Services again but has not had a reply.

I have contacted Vodafone Customer Services on his behalf and I have not had a reply either.

The sim card has been tried in another unlocked phone, the phone and sim card appear to function correctly.

I have asked my son to check the Amazon website for their returns procedure. When he signs into his account and checks the returns procedure the link takes him straight to Vodafone.Com

I assume that he is therefore correct in trying to contact Vodafone for a replacement phone.

Further replies or suggestions greatly appreciated. Thankyou.

Mr_Linnet

Sorry to bump this back up but it appears we are really being given the run around on this one.


Using his old Vodafone mobile phone my son rang Vodafone last night using the 191 option and was told someone would ring him back. They never did.

He rang Vodafone again this morning and now being told to ring back after 9am.

Their service definately leaves something to be desired! Does anyone have any thoughts or suggestions please.

Many thanks

Annie._2

You have purchased the phone from Amazon using the Vodafone link.

If the phone is faulty, it will have to go back the same way as it came for a replacement.

Mr_Linnet

Many thanks Ann S for your prompt response.

Thats correct, Vodafone link via Amazon. His payment for the mobile was to Vodafone Limited, so we assume the "contract" is with Vodafone and not Amazon.

He has tried the link several times over the last five days but gets no reply or response :mad:, thats really why I placed the post on his behalf.

Annie._2

The contract will be with Vodafone who wll be supplying the airtime but the phone will still need to go back to the original source of supply.

You will have seven days distance selling to return the phone to get replaced and you should return instructions with the delivery.

Mr_Linnet

Thanks again Ann S

The problem is we can not get Vodafone to respond to our e-mails. We have done almost everything the below says to do regarding refunds and returns. The problem is they are not responding to our e-mails :-




My son has just spoken directly to customer services using the 191 option on his current old contract phone. After being put through to possibly an Indian call centre, he was put through to Insurance who told him it was nothing to do with them and promptly transfered him back to another customer service department. They took his details and informed him it was not sold by Vodafone.Co.Uk so he would have to go back to the Amazon link to Vodafone :mad::mad:.

The Amazon link and the one listed on the above returns instructions are one and the same.

Beginning to feel like a goldfish in a small bowl, going round and round in circles and becomming increasingly frustrated.

Anymore suggestions greatly appreciated.

djheath

I expect you have bought the phone and contract from an Amazon third party. This is nothing to do with amazon or Vodafone. That [EMAIL="vodafonesupport@channeladvisor.co.uk"]vodafonesupport@channeladvisor.co.uk[/EMAIL] is the key. Channel Advisor is software used by third parties to sell on Ebay, amazon etc. Your beef isn't with Vodafone, they just supply the contract for the air time. I doubt your problem is even with Amazon. They may help, but they most like will say you bought it off a reseller, that is not affiliated with Amazon. The phone needs to be return to the people you bought it off. You may have better luck through Amazon, but your best bet is to contact the people you bought it off directly.

Do you have the link to the page you bought if off on amazon at all?

***Edit****

I tell a lie. If it is this one:
http://www.amazon.co.uk/Nokia-C3-Graphite-Mobile-Vodafone/dp/B003WMSVFY/ref=sr_1_1?ie=UTF8&s=electronics&qid=1284457672&sr=8-1
Then yes, that indeed does look like Vodafone. Your problem is definitely with Vodafone UK I would say now. It is very strange they have a Channel Advisor email address for them to contact.
When you take the delivery note into the shop, does the shop acknowledge it at all?
Hope you get it sorted soon.

Annie._2

The link is for Prepaymania and they are a third party seller. The phone would have to go back to them for exchange.

Vodafone would only be supplying the airtime on their behalf.