Vodafone water damage scam - so angry?!

bootsdingo77

I have been a loyal customer of Vodafone for over 10 years but have never been so badly treated by any company, as I have in the last few days. I got a new smart phone in March this year and immediately bought a protective cover and case for it and always keep it in my handbag. Last week it stopped charging properly so I was told by customer svcs to send it away for repair as its obviously under warranty and it would be repaired for free. The girl in the store even commented on how new it looked and again said it would be repaired for free. Surprise, surprise, 2 days ago I got a voicemail message saying the phone has “liquid damage” and this voids the warranty so I need to pay £100 to have it repaired!
I immediately called Customer Services to complain firstly that I have definitely not got the phone wet, so how on earth has it got water damage and also that I am absolutely not prepared to pay £100 to repair it. I was then thoroughly patronised by a Vodafone representative as he explained as if to a 2 year old, that the damage may have been caused by condensation. I pointed out that Scotland isn’t known for its high humidity levels and surely a piece of hardware needs to be fit for purpose and be able to cope with normal levels of moisture in the air and that none of my other phones have ever had this problem? I was ignored and robotically told I could have the phone back (unusable), or I could save up for the £100 repair bill (!) or they will buy back the phone and give me a £10 voucher towards a new phone – which costs £300+. I asked to speak to a manager and was told they would call men back within 48 hours.....still waiting.....
I have since looked at a number of forums and websites and have seen that this water damage scam seems to be Vodafones fall back excuse for Samsung Galaxy II’s – clearly it is a well known problem that they then try and make customers pay for!!! I then emailed Vodafone with a complaint, only to receive a 2 line template email this morning that literally just says “there are numerous ways a phone can get water damage”....and nothing else!
I am absolutely furious – clearly they are just trying to fob me off and rip me off by paying £100 for a fault they know is common with these phones – I am seriously considering cancelling my direct debit and taking them to court for breach of contract as I am now paying them £30 a month for a service and phone that is unusable and faulty. Has anyone else had this issue recently and got anywhere with them or got an email address of someone that can actually me more than just robotic advice !?

withabix

bootsdingo77 wrote: »

I got a new smart phone in March this year and immediately bought a protective cover and case for it and always keep it in my handbag.

What phone? (OK - SGS2, just seen that)

What case?

Was the case a genuine one from the phone manufacturer or a 3rd party one?

Could be condensation (from your breath or other causes) if it is not the manufacturer's own case.

Guys_Dad

Cancelling your DD is the WORST thing you can do, so don't. You will come off worst.

OK, this corrosion/water damage thing. Can any quailfied MSE member help and tell what are the visible symptoms? If you put the protective cover on - and you can prove when you got it - then obviously, if any water damage was present - it could have been caused BEFORE you took delivery of the handset.

Hence my question about what is the visible sign of water damage so that MSE members know what to look for on their new handsets before commencing any use.

I suggest that you advise them that in your opinion that this must have been present at time of acceptance by you and occurred when in Vodafone's or Samsung's hands. Particularly if there are lots of cases on the web.

I would then give them an opportunity to reinspect, confirm that this "water damage" actually is the cause of the fault and then show that the moisture damage could not have occurred before you got the phone, given your actions in protecting the handset.

In the long run, take them to MCOL with all the evidence you have of (a) your care of the handset and (b) web evidence of this being a common fault.

bootsdingo77

It was a genuine case, and surely modern phones should be able to handle breath, or any other natural level of moisture??? Otherwise the phones are fit for purpose?

viv0147

I will just like to say it's disgusting I hope you can get some satisfaction somewhere.

bootsdingo77

There was no visible damage to the phone at all - it just stopped charging one day, and then when I tried plugging the charger in a yellow triangle with a thermometer comes up...will take your advice about the cancelling of the DD, I am just so angry with Vodafone for their apalling customer service. So far they are just fobbing me off, clearly hoping I will go away and pay them...whata rip off!

grumbler

bootsdingo77 wrote: »

There was no visible damage to the phone at all

Water damage is the most common excuse for refusing to repair mobile phones.

There have to be small white stickers inside that turn pink/red if moisture gets inside.

According to the SOGA during the first 6 months the onus lies on the retailer to prove that it was the customer who caused the damage. Ask them for the proofs and if they don't have any sue them through the small claims court (online) for the market value of the handset plus all expenses and inconvenience. They are likely to pay after you send them a Letter Before Action or, in the worst case scenario, after you submit a claim, but before the court hearing.
I'd get the phone back first; otherwise I don't exclude a possibility of them tripping the indicators artificially. That's why it is always worth taking good photos before handing a handset over for repair.

Guys_Dad

Focus your plan of action. Been thinking about how you can get a good result as an "amateur" up against "professionals".

Firstly, get them to confirm that this moisture is causing the problem and get this, plus quote for fixing, back from them in writing/email.

Then get the handset back and see if one of the guys on the market can fix it. Get them to confirm what was wrong

If they can, then on to Vodafone for a refund of the costs plus some goodwill gesture for your time and trouble.

If the market guy confirms it was moisture, then your 2nd course is to go for them as I suggested above pointing the finger at the damage occurring before you got the handset.

Buzby

Sorry, but a claim it was wet before the customer received it is both unreasonable and unrealistic, especially when it is supplied boxed from stock.

The likely hood of condensation or dampness occurring whilst in the possession of the OP for 4 months is quite high. The protective case - unless fully waterproof - is of no relevance.

Manufacturers don't supply phones as water damaged, so attempting to prove that they did in this case is not going to be an easy task.

baldelectrician

I would suggest NOT cancelling the direct debit but either;

1. Paying the £100 - stating you are paying under protest, then take VF to court - it costs £45 to raise a small claim for this sort of value. See HERE
2. Get the phone back, have it independently inspected by another party (such as a phone repair shop) and pay a fee for a report that proves no water damage. Then sue VF for the costs

I have seen this sort of thing online before and that's why I have a 4 year old handset that I like. I like it so much I have bought 4 other unlocked ones from a well known auction site. I also have a contract that is sim only, with 1500 minutes, 500 texts, 1Gb data and a cap - for £17.50 per month

Guys_Dad

Buzby wrote: »

Sorry, but a claim it was wet before the customer received it is both unreasonable and unrealistic, especially when it is supplied boxed from stock.

The likely hood of condensation or dampness occurring whilst in the possession of the OP for 4 months is quite high. The protective case - unless fully waterproof - is of no relevance.

Manufacturers don't supply phones as water damaged, so attempting to prove that they did in this case is not going to be an easy task.

Vodafone have a returns policy and when they get a phone back from a customer who has changed their mind, they automatically scrap the handset? I didn't think so.

So they offer "refurb" handsets when you upgrade at lower prices than new? I've never seen one. So what happens to Vodafone returned handsets? Mystery.

So, absolutely no chance of OP getting issued with a handset showing moisture damage then !

What I suggested was a possibility and who is to say exactly when the dot changed from white to red, if that indeed was the evidence of corrosion/moisture. I have seen on this forum MSE members having phones diagnosed as suffering from water damage and refused repair when the fault was a charging socket that had come adrift!! Bit too often moisture damage gets the blame. It's a bit rich that the supplier who would take the hit if the handset was faulty becomes the judge as to what was the fault!! Not as if they have any interest in the outcome, have they???? :rotfl::rotfl:

That is why I advised OP to get phone back and see if market guy could repair the handset and to give OP diagnosis of fault.