Vodafone has left me without a working phone for over 7 weeks now

Planetspa

I am in a contract which started at the end of last year, I upgraded to a phone which has since stopped functioning. Since April 20th the phone has been posted back to me twice as it couldn't be fixed as Vodafone no longer support it, I was then offered an exact replacement which I didn't get as they no longer stock it. I have since been waiting for an alternative replacement which I have not received as it is not in stock. I received a reply to my email stating I would just have to wait 'sometime', and I would have to pay over £300 to leave the contract. My concerns will not be raised as a manager is already dealing with it. I have had many apologies, but I continue to pay my monthly contract without having what I pay for. Does anyone have any ideas? Oh, and I have also been instore.

grumbler

Under the Sale of the Goods Act they have to repair or replace it within reasonable time. 7 weeks is definitely not 'reasonable' and if they cannot replace it with the same, they must offer you something similar or better.

Re the contract, they will deny any connection between the handset and the contract, but you can sue them if you like. See, say, Apple iPhone Repair

See also: Orange Contract Phone and HTC Desire HD Mobile

Also, your phone is covered by the manufacturer's warranty and you can deal directly with the manufacturer.

Planetspa

Thanks. They have offered me another phone, but they say because it is not in stock I have to wait. My problem is that I am not able to speak to anyone. I have twice put in requests to speak to a manager and have been told they will get back to me within 24hrs. I have never received a call back. Each time I phone I speak to a different member of staff who do not have any authority to resolve the issue, and they pass it on to a manager, and again, I never hear back. My phone is covered by warranty, so I guess the next step I will make is to contact the manufacturer. Thanks for the advice, I'll let you know how I get on In the meantime I have emailed them again reminding them of the sale of goods act.

Vodafone

Hi Planetspa,

It's disappointing to read about your experience here but thanks for making us aware of it.

To enable us to take a closer look at things could you email us via the Contact us form here quoting the code WRT135 - MSE Fao Lee in the subject line?

Once sent you'll receive an automated reply with a reference number. To ensure that it reaches us could you update the thread with this and we'll get back to you as soon as we can?

Thanks,

Lee

Web Relations Team

Vodafone UK