I am sooooo angry with Vodafone

Exhortation

So, it's a fault. It may be a design fault but that is still a fault.

mrochester

Exhortation wrote: »

So, it's a fault. It may be a design fault but that is still a fault.

It's not even a design fault, it's just a poor design choice.

Exhortation

Toe-may-toe, toe-mar-toe.

Heretic_osjc

Guys_Dad wrote: »

I think you may have been a bit harsh on OP.

"OP received a phone that didn't work and returned it. Exchange phone had same fault and again she returned it within 7 days." << well this isn't true is it. As 15th day the PAC was requested so quite a bit outside the 1st 7 days. And when ordering a PAC during a commitment the network TELLS you how the much cost of the PAC will be because you cannot generate a PAC without processing the cost price and agreeing to it in the 1st place. So OP would have known about the charge when agreeing to. I also know this as a fact because Voda use the EXACT same systems as us. So when trying to take legal action it would be pointed out that the customer would have to accept the cost of the cancellation before being given the PAC :S

Point 1) I'm simply saying she did the correct thing to offer to arrange a call back. We aren't talking about if they did or didn't. The way he worded it was it was unacceptable that she'd offer this. I'm simply saying its their right to do that and what she offered was actually pretty much correct. Now you're nitpicking and actually argung about something that wasn't questioned. He said it was unacceptable i said she did the right thing if no-ones avalible what else was she supposed to do? link them up telepathicly?

In response to point number 3) Im not talking about generic faults im talking about the way he treated and spoke to the poor customer service agent.

And yes I am... infact the company I work for sell the handsets and the rest is left down to Apple our agreement is we sell them on behalf of Apple and they deal with the rest. Also we give out little leaflets as a company with the iPhone detailing everything as we offer no support.

And personally yes I tell customers EVERYTHING down to the no return policy to prorata billing to the no free voice mail and charge costs for 08 numbers. I don't get complaints from misselling or misinformation. My CS feedback echos that

thanks anyway

Guys_Dad

Heretic_osjc wrote: »

"
And yes I am... infact the company I work for sell the handsets and the rest is left down to Apple our agreement is we sell them on behalf of Apple and they deal with the rest. Also we give out little leaflets as a company with the iPhone detailing everything as we offer no support.


thanks anyway

I don't know who you work for, but rest assured if you sell a handset plus airtime, regardless of your arrangement with Apple, under SOGA, you have the responsibility to get any faults put right and if a phone is faulty or broken, then you have the responsibility to get it replaced or repaired. You can't shove that on to Apple unless you are an Apple shop.


On the matter of the PAC code, as OP had transferred her number to Vodafone and had suffered two phones not fit for purpose, then it is perfectly reasonable for her to ask for her number back after rejecting the second phone, having established it was a generic fault - by your admission - with that handset.

I leave it up to others more versed in law as to whether a faulty handset's replacement is not covered by any inspection period ans suggest that, if the right people in Vodafone who have the power of discretion are acquainted with the facts and timetable clearly and not in rant mode, the outcome may be more satisfactory.

I understand that, on this thread, you are probably speaking from a different perspective from a customer. Good to hear other views.
Support is not the same as obligations under English law.

Heretic_osjc

Guys_Dad wrote: »

I don't know who you work for, but rest assured if you sell a handset plus airtime, regardless of your arrangement with Apple, under SOGA, you have the responsibility to get any faults put right and if a phone is faulty or broken, then you have the responsibility to get it replaced or repaired. You can't shove that on to Apple unless you are an Apple shop.

I agree with you don't get me wrong but apple will not allow you to offer support on the iPhone unless you've been trained by Apple. Apple didn't train us on the iPhone there for our agreement as a company is we refer them to an Apple store.

Infact My understanding of it all is we didn't actually want to sell the iPhone they came to us saying they want us to sell it. In turn another reason why they are taking on the handset after sale. But at the same time please do not underestimate Apples arrogance to networks selling their product.

On launch of the iPad sims the manager of the White city Apple store asked the manager of my friends voda store to send all customers up to them as Apple do not wish for the networks to be serving their customers they want them to get the full Apple experince.

Part of the contract agreement with all networks is sales staff are NOT allowed to open the boxes the customer has to do it. Again this fulls under the "Apple experince" as they researched the box to give the perfect friction as it opens so the customer goes "ohh". (This was in our offical training brief before launch on our network.)

Apple have also not given us the software and equipment to activate handsets at point of sale like other networks can. As we've not been trained. So regardless of what the Law is we are not allowed to as Apple won't let us. But tell me... when has Apple ever been anything but a law unto themselfs?

Also
"I leave it up to others more versed in law as to whether a faulty handset's replacement is not covered by any inspection period ans suggest that, if the right people in Vodafone who have the power of discretion are acquainted with the facts and timetable clearly and not in rant mode, the outcome may be more satisfactory."

I agree with this but if OP goes storming off at CS again like they have been its not going to get them anywhere. Big companys will take this as far as they can as they have the money to. If OP has been calm polite nicer MAYBE this would have been resolved by now. Who knows. But OP put backs up just from the 1st post and has indicated rudeness and demands to CS and from my opinion rude and a tad abusive to CS staff which will ge them nowhere!

603_090

fragglepants wrote: »

Sorry this is a long one, but this is a copy and paste from my complaint email. Grrrrrrr. I've had nothing but aggro with Vodafone!

Here it goes .....................................

(Why are you still selling iPhone4s when you know this hasn't been fixed by Apple, you don't even offer a case that can help this problem.)

I am simply outraged



I just have been speaking to Nina (She wouldn't give me any other details as to how to identify her). She told me that



a) All supervisors and managers were in a meeting – she could not put me onto to anyone who was in authority (literally unbelievable)

b) She could not identify herself further than saying she was called Nina (literally unbelievable)

c) That I owe £800 for cancellation of my contract out of time (I cannot confirm this as I no longer have access to my account online – as I cancelled my contract with you!)

d) That she would try to get someone to call me back – this would be within 48hrs

e) At my request it will take a week to investigate my incomplete records – but if I wanted quicker service I should email (ridiculous)

f) That I cancelled my contract out of time

g) It was clear that she did not have a full record of ALL the contact I have made with yourselves whether that be via email or phone – she would try to look into this, could not tell me how she would do this, again this would take a week!



I do not accept that I owe Vodafone ANY money. In fact Vodafone OWES ME a refund on the line rental I did not use, and now a refund and compensation for the 37minute call I have just made, and compensation for having to deal with this vis this email and no doubt further prolonged and painful contact with yourselves.



I have been told that I took the contract out on 5 October 2010 and cancelled it on 22 October 2010. I do not accept that these dates are accurate for a variety of reasons, and of course, they do not reflect the true history of this matter. Below is a brief (and therefore incomplete) potted history:



a) 5/10/10 – order phone online

b) 6/10/10 - receive phone

c) 6/10/10 – phoned to complain of poor signal – advised to write to online team

d) 7/10/10 – wrote to online team

e) 8/10/10 – get response from online team – earliest time can pick phone up is 11/10/10, does not answer all questions I posed in email on 7/10. I complain that I will not be available on 11/10 and appointment had been made without consultation

f) 11/10/10 – get response but no new appointment arranged

g) 12/10/10 – asked when I can have phone picked up

h) 12/10/10 – Parcel Force come and take phone away – this had not been pre-arranged and it was a coincidence that I was in

i) 12/10/10 – email to immediately complain of poor signal

j) 16/17/10/10 – phone to complain of poor signal. PAC code requested as I explain I am going to another network

k) 20/10/10 – phone collected

l) 20/10/10 PAC code supplied



(This does not include the many telephone calls I have made to you)



As you can see I have kept in almost daily contact with you. At no time was I advised that I could not cancel my contract (to advise me as such would haven’t been wrong in any event).



Severe delay (in consideration of your own terms & conditions) has been caused by you, not I.



I have received two handsets, both of which did not have a strong signal. They were both returned for this reason.



At all times was either reassured that I could cancel the contract outside 7days as it was due to poor signal, or told I would be within the time limits. It was never mentioned to me that I would be outside your limits.



In any event, ALL purchases made online have a 14 day cooling off period – this should be honoured.



Also, I was returning the phone due to poor signal, and therefore Vodafone allows 28days for returns in these circumstances.



I want a full response including confirmation that I do not owe you any monies, and a full refund and compensation is to be paid. I would also like an explanation as to what has gone wrong here.

It is not Vodafone's fault they have sold you a phone with a known issue. Probably 40% if not more in the UK are demanding companies for this faulty phone they are just going along for the ride.

I could rant about where you have went wrong with your approach to this issue but it's been done and wont help you deal with this calmly.

My advice would be to take this up in an Apple Store... Try taking the phone into the store they might give you a signal booster or if not give you one for free, you might me able to get one at a low cost. After all it is far cheaper than paying £800ish to come out of a contract you clearly wanted originally.

This site is for money saving not money wasting. If you want to get the best value for money in your current situation a signal booster is a small price to pay.

mrochester

603_090 wrote: »

It is not Vodafone's fault they have sold you a phone with a known issue. Probably 40% if not more in the UK are demanding companies for this faulty phone they are just going along for the ride.

I could rant about where you have went wrong with your approach to this issue but it's been done and wont help you deal with this calmly.

My advice would be to take this up in an Apple Store... Try taking the phone into the store they might give you a signal booster or if not give you one for free, you might me able to get one at a low cost. After all it is far cheaper than paying £800ish to come out of a contract you clearly wanted originally.

This site is for money saving not money wasting. If you want to get the best value for money in your current situation a signal booster is a small price to pay.

If you complain to Apple about signal they will give you a bumper for free. With or without a bumper I can't say that I have any signal problems unless I deliberately cover where the aerial is (which is the bottom left hand edge when looking at the device head on).

gjchester

Heretic_osjc wrote: »

I agree with you don't get me wrong but apple will not allow you to offer support on the iPhone unless you've been trained by Apple. Apple didn't train us on the iPhone there for our agreement as a company is we refer them to an Apple store.

I can understand that but at the end of the day UK law states the retailer is responsible.

Apple can say you are not to do support and you should direct your customers to apple, and it will probably be faster to do it direct anyway. However it does not change the fact if the customer comes to you (as a retailer) to get an issue fixed you have to fix it regardless of your adreement with the supplier.

It may be you do the same as the customer would and send it to Apple, but the retailer is always responsible hnot the manufacturer.

Heretic_osjc

gjchester wrote: »

I can understand that but at the end of the day UK law states the retailer is responsible.

Apple can say you are not to do support and you should direct your customers to apple, and it will probably be faster to do it direct anyway. However it does not change the fact if the customer comes to you (as a retailer) to get an issue fixed you have to fix it regardless of your adreement with the supplier.

What about the Flip side to this, if Apple have no trained us on the device how we supposed to be able to offer support?

It's all well and good saying we have to but we need the tools to be able to. So without the tools that apple have not provided us with how can we?

You also know Apple do mystery shops to make sure people are following their rules right?