Vodafone complaints

Silk

su4stu wrote: »

I'm re-posting this here as I might get more responses than my original post..
My 7 month old contract samsung s5 has a damaged charging port so I sent it off to vodafone for repair. They contacted me today to say as it is physical damage my warranty is voided and I will be charged £174 to get it fixed. I have done nothing out of the ordinary to the phone to cause this damage and was wondering what my rights are re getting it repaired for free. I've looked online but haven't really got a definitive answer as yet. Many thanks in advance.
I have also now contacted Citizens Advice who advised me that I should write to Vodafone, which I did, and sent the letter off recorded delivery yesterday, giving them 7 days to fix my phone. I tried phoning web relations and after being on the phone for around an hour (with an adviser that I had trouble understanding and vice versa) was told that unless I pay the £174 they won't fix my phone

As the phone is over 6 months old it's down to you to prove there are no signs of physical abuse, in order to do that you will need to get a report from an independent repairer.
When you say you will give them 7 days to repair, what did you say would happen if they fail to repair it ?

su4stu

mobilejunkie wrote: »

You can't phone the Web Relations Team - they phone you.

Sorry I just checked, it was the web support team.

su4stu

Silk wrote: »

As the phone is over 6 months old it's down to you to prove there are no signs of physical abuse, in order to do that you will need to get a report from an independent repairer.
When you say you will give them 7 days to repair, what did you say would happen if they fail to repair it ?

Just that I would take the matter further. Lady at Citizens Advice told me to phone them back if Vodafone don't respond to me or repair the phone within that time.

Silk

su4stu wrote: »

Just that I would take the matter further. Lady at Citizens Advice told me to phone them back if Vodafone don't respond to me or repair the phone within that time.

An option is to ask for a photo showing the damage if they haven't already done so

su4stu

Silk wrote: »

An option is to ask for a photo showing the damage if they haven't already done so

Sorry to sound silly but do you mean for them to give me a photo showing the damage?

Silk

su4stu wrote: »

Sorry to sound silly but do you mean for them to give me a photo showing the damage?

Yes usually if a repair is refused they will back it up with evidence of the reason why it was refused.

su4stu

Silk wrote: »

Yes usually if a repair is refused they will back it up with evidence of the reason why it was refused.

No they haven't done this, they have returned it to my local Vodafone shop so I doubt they'll do it now.

Silk

su4stu wrote: »

No they haven't done this, they have returned it to my local Vodafone shop so I doubt they'll do it now.

I doubt it too although they will probably have one on file in case it is contested at a later date.
As they have the right to refuse a repair due to physical abuse, you also have the right o contest it but as stated earlier it is down to you to contest it with expert evidence.
It would be pointless taking them to court without the proof to contest it, simply claiming you have no knowledge of the damage is not enough.
The only option at this stage is to get a second opinion on the condition of the phone.

su4stu

Silk wrote: »

I doubt it too although they will probably have one on file in case it is contested at a later date.
As they have the right to refuse a repair due to physical abuse, you also have the right o contest it but as stated earlier it is down to you to contest it with expert evidence.
It would be pointless taking them to court without the proof to contest it, simply claiming you have no knowledge of the damage is not enough.
The only option at this stage is to get a second opinion on the condition of the phone.

Okay thanks very much Silk, I guess I'll have to take it to a 3rd party to repair it as I can't afford Vodafone's quote. I was going to attempt it myself but when I watched a YouTube turorial it involved using a heat gun which, knowing me, I would end up cracking the screen with :eek:

keep_flyin

Going to post this here hoping that the vodafone rep has a look.

Wonder if anyone can help, we have noticed a significant deterioration in vodafone's 2G signal in our area. We are also having issues with the suresignal.

I have been a vodafone customer for 5 years, we've never had more than 2G signal and wouldn't expect it, but we used to be connected more or less all the way to local towns so if we broke down on the way we could phone for help, we can no longer do this. Vodafone say that we need to switch the phones to GSM only every time we leave the house which we've never had to do previously. Any suggestions that don't involve this would be greatly appreciated.

When talking to a manager at vodafone yesterday the signal quality using the suresignal was awful so he put me through to suresignal support. She told me that I wasn't using the suresignal to make the call, which was impossible as we have no signal at all at home. Again I was told I have to change the settings on my phone to WCDMA/GSM to allow the sure signal to connect. I've never had to do this before. We're having the same issues with other phones, including those that are not LTE.

Any suggestions about what to do about this would be gratefully accepted, It is worrying me the lack of connectivity on the routes we take as I am physically disabled and am unable to walk to find signal if we broke down.

Adding extra info as well, the suresignal issue apparently is due to my upload speed being too slow (we are on what is referred to as Market 1 or IPstream). The suresignal was ordered in store and no one explained it needed over 1mbps upload.