Faulty Vodafone Samsung Galaxy s3

Mattjan2711

Hi
This is my first post, and I would really appreciate some help and advice.
My son took out a contract with Vodafone, via web sales on 22/11/12.
The handset had been fine until last Sunday,16/12/12, when a portion of the screen displayed a green 'hue', and eventually the screen stopped working.
The handset still has power etc, and appears to be receiving text messages etc, but apart from that it is not useable.
I contacted Vodafone on 16/12/12, and initially spoke to a operative who was based in Egypt.
After explaining what had occurred, I was advised that a 'supervisor' would be spoken to , and after giving out my landline number, I was advised that I would receive a telephone call back within the hour.
After two hours had elapsed, I re-contacted Vodafone, and spoke to a different operative, and again had to explain what had occurred.
I was then advised that the initial call taker, would have to deal with my call, however, I was advised that there were no notes, advising of a 'call back'.
I asked if anything could be done, as the phone wasn't even three weeks old.
I was advised of a 'sixteen day' return policy, and told that there was nothing more that could be done.

My son really needs his phone, as he is going away for Christmas
Surely 28 days is the norm or returns?
I even offered to take handset into my local Vodafone store, but was advised this would be a waste of time.
I found the operatives really cold and unhelpful, and it seems that as with most companies, once they have your money, they don't care.
Please help.
Thanks.

Basil1234

i would contact there customer services and mention words trading standards to get the ball rolling also in this forum there is a vodafone rep called lee that comes on from time to time to sort issues out you may have more luck with him.

grumbler

Mattjan2711 wrote: »

...
After explaining what had occurred, I was advised that a 'supervisor' would be spoken to , and after giving out my landline number, I was advised that I would receive a telephone call back within the hour.

They always promise to call back and never do. It's their common way of fobbing you off.
...

I asked if anything could be done, as the phone wasn't even three weeks old.
I was advised of a 'sixteen day' return policy, and told that there was nothing more that could be done.

Wat a bu11shit! They must repair or replace it. And they must do this within reasonable time and without causing you significant inconvenience. So far they are doing their best to cause you as much inconvenience as they can.

http://help.vodafone.co.uk/system/selfservice.controller?CONFIGURATION=1000&PARTITION_ID=1&CMD=BROWSE_TOPIC&USERTYPE=1&LANGUAGE=en&COUNTRY=us&TOPIC_ID=1176&PARENT_TOPIC_ID=1173&SOURCE_FORM=TOPIC_TREE&DISPLAY=SUBTOPICARTICLES
http://help.vodafone.co.uk/system/selfservice.controller?CONFIGURATION=1000&PARTITION_ID=1&CMD=BROWSE_TOPIC&USERTYPE=1&LANGUAGE=en&COUNTRY=us&TOPIC_ID=248296&PARENT_TOPIC_ID=1205&SOURCE_FORM=TOPIC_TREE&DISPLAY=SUBTOPICARTICLES

I found the operatives really cold and unhelpful, and it seems that as with most companies, once they have your money, they don't care.

Vodafone are the best in being unhelpful.

Call them again, quote Sale of the Goods Act and demand immediate actions for the repair or replacement. Don't let them fobbing you off again and demand escalation of the call if they try.
Consumer Rights - Martin's article.

Ultrasonic

You should be dealing with Vodafone to get this sorted, but in case it helps you not to stress about this in the long term bear in mind that the handset has a 2 year warranty with Samsung.

martin_j

Take the phone to a Vodafone shop and they will send it to be repaired - If you ask nicely they might lend you a courtesy phone - but I think this depends on availability.

Vodafone

Hi Mattjan2711,

Thanks for making me aware of your concerns.

In this instance we'd usually offer to arrange a repair first of all which can be organised either via your nearest Vodafone store or via the post.

In the event that you'd like to opt for the postal repair route could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches us could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

spacey2012

Why are you not concerned that your staff are fobbing people off in such ways ?
Do you have to go public to get any service now ?

grumbler

spacey2012 wrote: »

...Do you have to go public to get any service now ?

This seems to be the only way if you are a Vodafone customer.