Vodaphone. HTC broken again / Sneaky Upgrade?

jordanchaos

We have 2 phones 14 months in to a 24 month contract (what were we thinking?) It's actually a reasonably good deal and we both had the HTC Desire Z - However mine is now being sent away for the second time to be fixed, Im not careless, both times it seems factory defect - first time it was the internal speaker (which has also broke again) and now its the cable that connects to the screen. - Do I have any just cause to request a new type of phone? (I imagine not - but in for a penny) - I need a reliable phone as our babies due date is soon! I use mine for work and home too. is there a chance I can call the 'leavers line' and say the right words to get us an upgrade? or at least a more reliable phone - id settle for a first gen iphone as they seem more reliable.

I dont mind if the answer is NO CHANCE. I'm always up to try

smartphone

Hi - they won't give you an upgrade if you haven't completed the contract length which they will be able to see when they look at your account. However given the issues you've had, which they should have documented, they might do so as a good will gesture. Bear in mind though, that this contract will then just add on to your current one, so if for example you upgrade to another 24 month contract, your new contract will be 34 months long.

grumbler

jordanchaos wrote: »

Do I have any just cause to request a new type of phone? (I imagine not - but in for a penny)

Your imagination doesn't fail you this time.

I use mine for work and home too. is there a chance I can call the 'leavers line' and say the right words to get us an upgrade?

You are not in a position to threaten them with leaving unless they take more than 'reasonable' time to repair. Only judge knows what is 'reasonable' and you'll need to sue the provider to test your understanding of this word.
Also, networks routinely deny any relation between the handset and the airtime contract. They prefer referring to the Sale of the Goods Act. The only way to bring the Supply of the Goods and Services Act into play is (surprise-surprise) to sue them.

jordanchaos

I don't really have a 'Can't win/ Don't try' attitude - if it pays off 1% of the time, I'm happy. I was in a pretty tight situation with Virgin - Following advice from here I was a whole better off with a free TiVo box to boot. But whilst I'm no stranger to the courtroom, I'm obviously not going to enter in to a lengthy legal battle over a paltry handset. Bit of a shame, but, as always worth a try. The only 2c I can put in about legality is some 'phone contracts are not actually legally binding. However, mine appears to be one that is!

samwich1979

You have absolutely no chance of getting a new phone off Vodafone!

My husband has just got an iPhone after having trouble with numerous Blackberry phones crashing, freezing etc. They did this as "a gesture of goodwill" apparently. It took contacting the CEO Guy Lawrence to get this far.
I also have a Blackberry and its utter rubbish, so was my last one. The internet doesnt connect several times a day and i have to take the battery out and put it back in to make it work everytime it does this. Regularly get " sim card rejected" at the top of the screen, no signal and phone wont do anything until battery is removed and replaced.
I have done a fully 2 hour update on the phone 2 weeks ago and this hasnt changed a thing so i contacted the CEO and i got a phone call from the directors office to say they will send it for repair and if it needs replacing i will get a refurbished phone!

I told them Blackberry phones obviously have a fault and as you agreed with this over my husbands several Blackberries and changed his contract why can you not do this for me?
Answer was that they cant do it twice on one account and as it was just a "gesture of goodwill" last time its not something they would do as the norm anyway.

I cannot do without my phone for 2 weeks plus as i need contact with my husband when at work in case of any problems with our 1 year old son and they will not give me a courtesy phone as i dont have insurance. They told me to buy a cheap pay as you go phone for now until it comes back! Er no! Not while im paying them £20 a month for a contract!

Also why the hell after so many problems should i accept a refurbished phone as a replacement? these phones are rubbish when brand new so how will someone else's fixed cast off make it any better for me?

I am now thinking im gonna have to stick with this phone until i can afford to buy a new one as Vodafone will not budge, so jordanchaos i dont think you have a hope in hell!

jordanchaos

CHALLENGE ACCEPTED!

They are going to repair the HTC - I have a ratphone in the meantime - it sounds like you have had a worse time than me. If consumers dont stand up, they wont get anything. Always worth a try!

ruggedtoast

You can try emailing the 'Director's Office' - Guy Laurence. This doesnt go anywhere near the director's office of course, just another part of CS designed to deal with slightly more enraged customers than Vodafone usually gets.

(Try googling for the address)

I would advise you keep the email short and to the point regardless of how long the saga is, they have a lot of complaints to get through so if you have a long story save it until someone calls you.

You will probably get a few months free but I wouldnt hold out much hope of a free upgrade. The fact that you've complained a lot, called them, taken up time with their 2nd line CS, and sent your phone back for repair already makes you an unprofitable customer, so they wont be trying especially hard to hold on to you come renewal time.

jordanchaos

Thanks for the contact name there, that's super helpful.
Well they said they would collect the phone Friday for repair... its Tuesday and at home my phone still sits. my dearly beloved is home all day on maternity leave so there is no chance she has missed them! - I feel a short and sharp email is coming on.

jordanchaos

Update. The directors office have left a voicemail on my phone! - this could be interesting.

jordanchaos

Return faulty phone and they will cancel my contract and I can choose a new phone and contract. Good service that.