Vodafone - repairs

SCOYA

Sent phone off for repair 7 days ago, received back on Saturday, still not working, just called Vodafone to be told it has to go back to repair shop, AGAIN, and until such time as it 'visits' their repair department THREE times for the same problem, only then will they consider a replacement handset.

Is it a trades description issue calling their 'repair' department and repair department?:mad:

Sadly, 12 months before I can move, that'll teach me for signing up to a 2 year contract.......:( However, on the plus side I have the time to research.

Oh and I was offered a goodwill gesture of 100 photo messages...... I'd prefer to have good customer service.

Vodafone

Hi SCOYA,

It's disappointing to read about your dissatisfaction here.

If you'd like to discuss matters further you're welcome to 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 me 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

samadams_2

Vodafone are brilliant, voted best customer service, which they really do provide

sam

busy_mom_2

to be fair I have normally always had good customer service. I regret tying myself in 24 mnth contract though and will not again, but only because the signal is so poor in my house and I refuse to buy a plug in thing when three contracts in out house amounting to £70 per mnth.
I have sent phone's in for repair and they have always been prompt and repaired first time.

SCOYA

Hi Lee

Many thanks for your response, I've sent an email link, as requested.

So here's the update, got the phone back after is second 'repair', to find it still has the same problem. Call CS only to be advised that under the circumstances the supervisor has kindly agreed to allow the sending of a replacement phone, rather than I send the phone off for a third time.

So replacement phone arrives, I collect from local depot (Saturday 6 April) only to find that it's a switch service (wasn't forewarned of this) and that in fact the replacement phone is in fact a refurbished phone which is delivered with no memory card, battery or back.

Try the replacement phone, only to discover the exact same problem.

I call CS and advise of the problems, I get put on hold for 18 minutes to then be told, 'a manager will call you in the next 15 minutes', 10 minutes later I get a text message to say 'a manager will call within the next 24 hours'.

24 hours have passed so I call CS again as had no contact from anyone, only to be told that I will be sent yet another refurbished handset and that I will receive it on Tuesday 9 April. I was advised that once I've had two refurbished handsets they will then consider a new replacement..........

Todate I've not had the normal text message to confirm delivery etc., so not sure if in fact I will receive a second refurbished handset or not, we will see what tomorrow brings.

This saga started at the beginning of March and I'm still no further forward as of the 8 April.

chanz4

whats the actual fault?

Buzby

Of course you will get a refurb - a new phone will never be supplied. The whole point of only sending out the bits you need is eminently sensible, you already have the charger, card and SIM - assuming it worked, you would have been in the same situation as before, not gain 2 chargers, memory card and a spare battery!

SCOYA

Chanz4 - the screen no longer lights up allowing you to answer incoming calls, and the button on the bottom of the screen doesn't allow you to access the phone to make a call.

SCOYA

Buzby, I've never had such problems with a phone, hence never been in the situation and my comments were an observation, not a complaint, had I have been forewarned I wouldn't have had to make two trips to the depot to collect......

chanz4

strange , i would ask for a different model

SCOYA

Hey Lee, I responded to your email, second refurbished phone received and doesn't work. Have called customer services.............. Perhaps you can assist me with resolving this matter.............

Thanks