Where do I stand with Vodafone ?

TENTMAN_3

I am currently in dispute with Vodafone over my mobile phone. My mobile is a Blackberry Pearl 3G and on the 22/11/11 I returned it to my local Vodafone store as I was unable to charge it.I have owned the phone since 05/11/10 on a 24month contract.The fault was that where you insert the charger the portal on the phone had become loose.After 12 days of not hearing anything with regards to my repair I emailed customer care.This morning I received an e-mail from them saying that the phone was unrepairable and was going to be returned to the store.Upon receiving this email I phoned Vodafone to find what was going to happen next.The agent that I spoke to said that the workshops have said that I must have dropped the phone to cause this internal damage and that there was nothing that they could do ! I stated to agent that the phone had never been dropped by myself at any time and that if he googled Blackberry Pearl not charging then he would see that this is a common fault but he was having none of it. Am I being unreasonable in saying that surely if I have a 24month contract then the phone should be fit for purpose for 24 months. The phone is only just over a year old but Vodafone have basically said tough. Can any fellow members on here advise me as to what steps I should next take with this matter as at the moment I'm being charged for services that I can not use and it seems that it is their word against mine with regards to the damage. Many Thanks

spiro

The length of your contract and the length of the warranty on the phone are totally unconnected. Ports on a phones are fragile and rough insertion or removal of cables can cause the connector to work loose.

I would go and buy myself a £10 phone to get by.

Annie._2

The phone and contract are two separate things, you cannot stop paying your contract just because your phone has broken and Vodafone are very explicit about this in the Terms and Conditions. Vodafone are still providing a service and you can use your SIM in any phone.

There are some very reasonably priced phones available, you should go and buy one so you can carry on using your contract.

visidigi

spiro wrote: »

The length of your contract and the length of the warranty on the phone are totally unconnected. Ports on a phones are fragile and rough insertion or removal of cables can cause the connector to work loose.

I would go and buy myself a £10 phone to get by.

Ann_S wrote: »

The phone and contract are two separate things, you cannot stop paying your contract just because your phone has broken and Vodafone are very explicit about this in the Terms and Conditions. Vodafone are still providing a service and you can use your SIM in any phone.

There are some very reasonably priced phones available, you should go and buy one so you can carry on using your contract.

I think you'll find thats true...for all other networks than Vodafone.

Vodafone provide warranty for the duration of the original contract length on the handset bought with the contract.

The issue here is that Vodafone are claiming accidental damage, which they won't cover.

Personally I would wait till the phone comes back, on a busy saturday go in and stand and tell everyone looking at blackberries not to, sooner or later they'll take notice

MissKeith

What a ridiculous piece of advice. Anyone who did this is my store would be asked to leave. Not every retail staff member puts up with that kind of behaviour!