Vodafone offer 'basic' handset whilst Smartphone is sent for repair.

KentishMaid

Hello,
Can you tell me if the following is really fair, or can I push for something better.
I bought a Samsung Galaxy S3 on 24 month contract with Vodafone in July, I also have insurance, direct through Vodafone.
My S3 has started to play up and, after taking it to the Vodafone store they advised me that it was probably a problem with the handset. They offered to send it for repair and advised it would be away for 7-10 days. When I enquired as to how I was to make any calls etc in the interim period, I was told they might be able to offer me a 'loan phone'. I asked what sort of phone this was likely to be,I was told it would be a 'basic' phone.
I was not happy with this. I purposely bought a Smartphone as I use it to be able to access emails, calendars etc from wherever I am. With a basic phone this would not be possible.
Therefore, through no fault of my own, I am denied use of a the phone I specifically purchased whilst a fault is investigated, and have to make do with a sub-standard model, whilst continuing to pay for the privelege of owning an S3.
I am sure this phone must still be under warranty - it is less than seven months old. Surely Vodafone could return the faulty handset to Samsung.
This does not seem fair- why not just issue me with a replacement?
As an insurance policy holder, should my phone be broken, lost or stolen I would receive a like-for-like replacement within a very short time limit.
Am I being unreasonable or missing a point here?
Is there a way I can be more 'persuasive' to Vodafone to convince me to provide a replacement?

Rusty!

Considering they don't have to offer you anything at all while the phone is in repair, I'd say it's more than fair.

chanz4

nope have to agree most dont offer a loan phone, just like car garages. Unless you are making a claim on the insurance, then to issue a new one without repair would be descrimination to others

grumbler

As an insurance policy holder, should my phone be broken, lost or stolen I would receive a like-for-like replacement within a very short time limit.

Insurance is extra on the top of warranty/SOGA and costs extra.

gjchester

KentishMaid wrote: »

As an insurance policy holder, should my phone be broken, lost or stolen I would receive a like-for-like replacement within a very short time limit.

You have two quesitons.

First does Vodafone need to provide you with a smartphone as a loan if yours goes for repair, and as everyone has said, unfortuantly not.

Second is does your insurance policy allow a loan phone, or a like for like replacement in the event of a fault.
Are you entitles to a loan phone? You'd have to read your policy, it may be they state a "loan phone" but not what, so you have the right to a phone of some sort which is more than a non insurance customer.

Are you entitled to a replacement if it's faulty?

Maybe, but you have to allow them to attempt a repair first. Again you need to read the policy, if it's a like for like policy you probably will get a refurb phone, after all yours is not new but seven months old. You may get a new one but thats at the insurance companyies discression.

If it's a New for Old policy the obviously that doesn't apply and you should get a new phone.

What does your policy say?