Vodafone again

howburn

Once again I am having to revert to using a public forum to express my dismay at the poor level of service from Vodafone.

I am not sure if I am classed as a heavy user with my contract or not, but I pay for two hand sets, for my wife and I for use in our business. My bill is normally over £100 per month, and at this time of year I am making and receiving 60-70 calls per day, not only this but I rely on the handset for emails as this saves me time when I cant get to my desk.

It seems to e that I am paying for a network with is at best described as patchy, frequently and with out warning looses connections. The handset that I use, an HTC Sensation has not been without problems the whole time I have had it, Vodafone changed the first one within a matter of days of this current contract starting due to its faults. The handset I have at the moment does not always respond to touch so I cant answer it when it rings and I have to call back, it keeps taking screen shots when I press the home button, and frequently tries to turn off, unless I press cancel.

In the past when I have contacted Vodafone technical support I have been told to remove the SIM card and clean it, in doing so the screen has become damaged, Vodafone instructed me to send it back for warranty repair, I included a brief report of the faults and today I get a phone call to be told that the cost of repair is £100! I have told them to forget it and return the device to me. Come on Vodafone what am I paying for? Your service is lousy!

Earthworm

More of a vent. The amount you pay a month is not relevant to Vodafone's replacement/repair options or costs... It isn't fair to say to one "whatever you say sir" and to another "try o2". Your warranty alone is what determines when you pay and when you do not.

mije1983

howburn wrote: »

In the past when I have contacted Vodafone technical support I have been told to remove the SIM card and clean it, in doing so the screen has become damaged,

How did cleaning the sim damage the screen?

howburn

Earthworm wrote: »

More of a vent. The amount you pay a month is not relevant to Vodafone's replacement/repair options or costs... It isn't fair to say to one "whatever you say sir" and to another "try o2". Your warranty alone is what determines when you pay and when you do not.

Sorry I know its a rant, just frustrated, but I am unclear what you mean?

mije1983 wrote: »

How did cleaning the sim damage the screen?

The back of the phone is bad to get off, you need to remove this to get out the SIM, pressing the release button and pulling the back and the screen apart caused the screen to crack.

Earthworm

By highlighting how much you pay to Vodafone first then linking back to that at the end of the post I was given the impression you felt as you pay £100 per month you should be given a replacement/repair free of charge. My post was intended to say you could pay them £1000 per month and they would probably still request the charge. If they have a reason to void the warranty they have no obligation to provide a replacement handset or repair a handset for free. Most warranties are also only for 12 months.

My point was that everyone in these scenarios is given the same options (usually) and rightfully so. So your monthly spend makes absolutely no difference.

d123

howburn wrote: »

The back of the phone is bad to get off, you need to remove this to get out the SIM, pressing the release button and pulling the back and the screen apart caused the screen to crack.

That's called user damage, and would be chargeable by any network on any product.

You can't break the screen because you applied excessive force and expect it to be a warranty claim.

howburn

Earthworm wrote: »

By highlighting how much you pay to Vodafone first then linking back to that at the end of the post I was given the impression you felt as you pay £100 per month you should be given a replacement/repair free of charge. My post was intended to say you could pay them £1000 per month and they would probably still request the charge. If they have a reason to void the warranty they have no obligation to provide a replacement handset or repair a handset for free. Most warranties are also only for 12 months.

My point was that everyone in these scenarios is given the same options (usually) and rightfully so. So your monthly spend makes absolutely no difference.

Thank you for taking the time to explain that I see what you mean now, my first post explains it poorly.

You are correct what you say and I don’t expect to be treated differently to other Vodafone customer. My post was meant to display the poor level of service I am and sure many others are receiving with the Vodafone network. The problems I have been experiencing with my hand set and the Vodafone network should not be happening, I am sure other users round the country are having similar problems. The handset should not be having any of the shortcomings I have listed, is it not a quality handset? It’s advertised as such by Vodafone.

I was told last week by Vodafone that the handset was still in warranty.

Highlighting my monthly spend and number of calls, is meant to highlight how much I rely on this device and network, how useful it should and could be.

I have put up with the apparent software issues and shortcomings of the handset, and done as instructed of periodically removing and cleaning the SIM, does this not sound bazaar in this day and age for a peace of equipment like this? Its a bit like if all else fails turn it off and back on again and see what happens. I have in the past had to remove the battery to turn the thing off, when the device seems to have frozen.

I am paying good money as I am sure many others are for a service and handset that is inadequate, admittedly the amount of monthly spend and number of calls made is irrelevant, as all calls made are important to each user. I am not getting the service I have paid for.

d123 wrote: »

That's called user damage, and would be chargeable by any network on any product.

You can't break the screen because you applied excessive force and expect it to be a warranty claim.

I have not used excessive force; I think it is more down to the number of times I have had to do this, the catch and the back is poorly designed. There should be no need to remove the back cover once the SIM has been installed. Perhaps if Vodafone want and need us to remove the SIM more often due to their poor network and hardware, they should make the SIM more accessible? But better still a reliable service?

d123

howburn wrote: »

I have not used excessive force; I think it is more down to the number of times I have had to do this, the catch and the back is poorly designed. There should be no need to remove the back cover once the SIM has been installed. Perhaps if Vodafone want and need us to remove the SIM more often due to their poor network and hardware, they should make the SIM more accessible? But better still a reliable service?

I have used an HTC Sensation, and often change sims around, there is no need to apple any pressure to the screen, I can't even imagine how you are holding the phone to break the screen.

Irrespective, you broke the screen, so it's not a warranty repair.

howburn

Sorry but I don't share your experience of this, perhaps its my handset.

d123

howburn wrote: »

Sorry but I don't share your experience of this, perhaps its my handset.

As I remember, it's a clip up back cover, with the retaining clip at the bottom, fingernail under the clip and apply some force with the finger and the back pivots up and off.

Short of then dropping the phone, I can't visualise where the force is actually exerted onto the screen.

Vodafone

Hi howburn,

It's just a quick post to confirm that I've replied to you following your comments here.

Thanks,

Lee

Web Relations Team

Vodafone UK