Any ideas how to get out of Vodafone contract?

karenwalker75

Hi

I've been having an endless row with vodafone about my phone which they refuse to fix. I'm 4 months into a 24 month contract and the phone is apparently 'beyond repair'. They will not tell me what is actually wrong with the phone and said it has been caused by physical damage however i've no idea how this has occured. The phone, externally, is in perfect grade A1 condition yet they cannot tell me what the actual problem is.

I didn't take out insurance as the cost is so unbelievably prohibitive. Over the course of a 24 month contract i'd have ended up spending over £300! Martin also recommends not bothering with mobile phone company insurance.

I've also had the most appalling experience with Vodafone customer services (fairly common by the sounds of things!) - by phone, in the shop and on the website and have lost hours and hours of my life trying to sort it out.

I've been with Vodafone over 10 years, loyal customer, never caused them any problems but I can't bear the thought of them getting another penny from me after this experience (and that's ignoring the amount of times they've got my tariff wrong and i've spent hours on the phone asking for a refund!). To pay out my current tariff is over £500 - I know I can reduce it to as low as possible then cancel but we're still looking at over £200 (given the amount I could have paid on insurance, Vodafone always end up quids in - go figure!).

Any ideas of a cheaper way of getting out of it would be very gratefully received!

Thanks

Mezzo

Unfortunately you're probably stuck with the contract, although I don't understand why they're being so unhelpful about repairing your handset. Maybe one of the web team might be able to help.
Even worse news is that if you're only 4 months into a new contract, you most likely won't be able to reduce it at all... they won't downgrade YPL (Your Plan) contracts.
Sorry to be the bearer of bad news.

grumbler

Follow their formal complaints procedure and then sue them in the small claims court (online). Demand a replacement phone and a compensation for your wasted time and money you paid them while being unable to use the airtime because they failed to repair/replace the handset.

The onus is on them to prove that you damaged the phone and I guess they will be unable to do this.
I assume that currently the phone is with you and they cannot damage it deliberately for blaming you later.

gjchester

karenwalker75 wrote: »

Hi

I've been having an endless row with vodafone about my phone which they refuse to fix. I'm 4 months into a 24 month contract and the phone is apparently 'beyond repair'. They will not tell me what is actually wrong with the phone and said it has been caused by physical damage however i've no idea how this has occured. The phone, externally, is in perfect grade A1 condition yet they cannot tell me what the actual problem is.

What exactly went wrong with it and how? Why did you take it in to them?

karenwalker75 wrote: »

I know I can reduce it to as low as possible then cancel

As Grumbler says if you are on a Your Plan tarrif (YP or YPL on your bill) then you cannot downgrade at all only upgrade.

Leaving aside whos fault the damage is for the moment, you could just buy a new PAYG phone and move the sim card into it.

Guys_Dad

Grumbler is right. You are taking the wrong route. Your airtime contract is pretty watertight and you should be pursuing the repair of your handset.

Under Sale of Goods Act, the onus is on the vendor to prove the handset has been customer damaged during the first 6 months.

Write to Vodafone's executive office, saying that they have failed to give you a reason for the handset not working or explained how it is customer damage and, quoting SOGA, remind them that the onus is on them and they have failed to provide evidence and, therefore, you want the handset repaired or replaced, else you will have no alternative but to resort to law.

karenwalker75

ok thanks everyone. The fact they can't tell me how the phone has been damaged, no matter who I speak to, has been the frustrating thing.

It stopped charging that's all I know (it's a sony ericsson x10) - tried different chargers and different batteries and it didn't work. I'll see how I get on with the executive office.

I have thought about getting a new one on PAYG (still gall at the cost) but I think it's the principle of the matter at just how bad their customer service is that makes me want to leave. I'm also trying to look into if I can get it repaired elsewhere.

Just sucked up too much of my time already :-(

gjchester

karenwalker75 wrote: »

ok thanks everyone. The fact they can't tell me how the phone has been damaged, no matter who I speak to, has been the frustrating thing.

It stopped charging that's all I know (it's a sony ericsson x10) - tried different chargers and different batteries and it didn't work. I'll see how I get on with the executive office.

I was rather meaning did you do anything to it, or did it just stop, The most likely problem is the charging port, and in many many cases this is down to the owner forcing the cable in or pulling it off quickly.

If thats the case then it's not covered by any warranty as it's user damaged. It's not always the case it could have been a defect but will be in most cases be user caused.

ramsdenraven

The same thing happened to the charger port on my N900. Took the cable out and the connector came with it. Have a search to see if its a common fault with your handset.

Initially they wouldn't repair mine, user damage etc but when I was able to show Nokia had accepted it was a known fault they replaced it.

grumbler

gjchester wrote: »

I The most likely problem is the charging port, and in many many cases this is down to the owner forcing the cable in or pulling it off quickly.

Quickly? I am absolutely sure this cannot damage the port. Yes, you can do this by forcing it in (if the device is not designed correctly) or handling the phone without a due care when the cable is plugged in.

If thats the case then it's not covered by any warranty as it's user damaged. It's not always the case it could have been a defect but will be in most cases be user caused.

This is arguable. If the charging port is far two weak and breaks after a few weeks, then the device is not fit for purpose. It may be not covered by the warranty (that is apparently unenforceable in UK anyway), but is perfectly covered by the SOG act. This explains why Vodafone are that vague and refuse to give an explanation. They cannot get it repaired under warranty and it is far more easy (and typical) for them to fob the customer off than to force SE to repair/replace the phone (although they have power to do this).

IMO, if it is possible to damage the port without damaging the casing, the device is clearly not fit for purpose. Surface mounting (glueing in fact) is the easiest and the cheapest technology, but it is incorrect to use it indiscriminately for everything without reinforcing such parts as a micro usb connector.

HELP Contract phone - refusal to repair?! - interestingly it was SE too.

NittyGritty

by far the easiest and quickest way to go is to email the ceo of vodafone, they normally respond within 48 hours, normally its 24 hours, make sure you write a pretty worded summary of your problem and tell them if this isnt fixed then you will be taking the matter further, etc, they are normally much more helpful than your normal customer services route

karenwalker75

The phone has now gone off to Sony Ericsson to see it they can repair it. It could well be the USB port - it is difficult to get the charger in as the port has a non-detachable cover that doesn't move fully out of the way so is awkward to use. I am still in touch with Vodafone trying to get answers as to what is actually wrong with it - I may end up just getting this info from Sony. If it is the USB port it really puts me off the phone - i've broken it really easily without realising which will make me nervous of it in the future (if I can get it fixed!).

I will be contacting the CEO - not necessarily about the phone issue but about the appalling customer services. At one point, I was with the vodafone shop assistant who was calling Vodafone customer services on my behalf - took ages to get through then when he did and explained the problem they just put the phone down on him as they didn't want to deal with it. According to the shop assistant this happens 'a lot'. He was almost as fed up as I was.