Vodafone sent phone back from repair useless

bow74

My blackberry phone was sent in for repair last week as the roller ball had an intermittent fault where it sometimes didn't work. It was sent back to Vodafone ,on return to the shop The advisor told me that the phone was personal damage,and so could not be fixed. He gave me the phone back but on return it has a cracked outer case, the screen and buttons were not fitted correctly and it also will not turn on. I complained that the phone was not in this state when they received it, they said if they cannot repair it then it is just sent back to me. The trouble is,before it was useable to a certain extent but now it is completely useless. Thanks Vodafone!!! I came home and rung 191 and got through to an advisor Maq at 16.22( please note the time) he took my details and listened to my complaint and said he would have to speak to someone and would ring back in 15 mins. At 18.40 I gave up waiting and rung again. This time I spoke to Sam who assured me that Maq was having problems with his system ( hmmmm) and that after putting me on hold said that he has sent an email to Maq and his manager and one of them will ring me within 30 mins. I heard nothing ive had the odd email over the weekend The trouble is that I now have a phone made useless by vodafone and yet they expect me to continue paying for it every month. I don't expect a new phone just a workable replacement. I have photos of the damage and one especially lovely one with someones hair between the screen and case glass.
Anybody else have similar problems. If so is there a route I can go down
Thanks. :mad:

gjchester

bow74 wrote: »

The trouble is that I now have a phone made useless by vodafone and yet they expect me to continue paying for it every month.

You probably won't like this however the phone is not in the price you pay, you are paying for airtime services. You are getting the service supplied it's down to your handset that you cannot use it.

You may have a guarantee on the phone, you don't say what it is or how old, however this will be a case of your word against theirs, can you prove it was undamaged when it left you. Your only option may be to get it fixed privately and then sue Vodafone for the cost, however without being able o show the state it was in this may be difficult.

Iconic

'We're passionate about good customer service at Vodafone, and we listen carefully to our customers. So if you have a complaint, we'd like to hear about it. Please fill out the form below so we can start helping you.
Your complaint will be sent to the office of Mark Bond, Customer Operations Director - where a team of dedicated customer relations specialists will look after it at every step of the process until it's resolved.'

http://campaigns.vodafone.co.uk/complaints/

Vodafone

Hi bow74,

It's disappointing to read about your experience but thanks for making me aware of it.

To enable me to get matters looked into further 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 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

albionrovers

Seriously, Voda must be haemorrhaging customers as a result of reading this kind of thing. It seems to be more horror stories about them more than any other provider. No wonder Official Company Representatives (eventually) get involved?

bow74

Vodafone_company_representative wrote: »

Hi bow74,

It's disappointing to read about your experience but thanks for making me aware of it.

To enable me to get matters looked into further 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 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

Thanks Lee
I have done as you said and I hope this is what you need from the automated reply.

WRT135 - MSE [#11384215]

Thanks

I_HATE_BRITISH_GAS

Iconic wrote: »

'We're passionate about good customer service at Vodafone, and we listen carefully to our customers. So if you have a complaint, we'd like to hear about it. Please fill out the form below so we can start helping you.
Your complaint will be sent to the office of Mark Bond, Customer Operations Director - where a team of dedicated customer relations specialists will look after it at every step of the process until it's resolved.'

http://campaigns.vodafone.co.uk/complaints/

Blalahblah yeah right mate, I had a phone that wasnt working properly (some of the buttons had came loose and were held in by cellotape) and when it was returned unfixed with the buttons now actually missing making the phone now un usable I was told it was "water damage" as the little water sensitive strip inside had changed colour indicating it had got wet - it hadnt been near any water - it was vodafones way of getting out of it, sure maybe due to moisture in the air maybe the strip had changed colour but the phone still worked great it was just the loose buttons that were at fault but I tried to explain to them that even if there was water damaged then surely it wouldnt have made it come back with half the buttons missing! They had none of it because in reality they dont care, all this was done over the phone, I should have made my complaint on here and maybe they would have listened as its good PR to co operate on a public forum where hundreds of people can read this, I wonder how many other disgruntled people have had the same when phoning up, honestly think of the HUGE profits they make, a little bit of common sense logic and reason wouldnt really hurt them.

Iconic

I_HATE_BRITISH_GAS wrote: »

Blalahblah yeah right mate, .

Did you use their official complaints procedure?

How far did you take it? If I thought I had a strong case I would not have taken no for an answer!

Have you ever used Twitter to get problems resolved?

albionrovers

Get a pic of your rejection letter onto Facebook - 100K shares in no time. Virgin just got skinned for similar, trying to bill a dead guy.
If the providers ain't going to be honest, then let them have it with both barrels. D'you hear Vodafone company representative?

Vodafone

bow74 wrote: »

Thanks Lee
I have done as you said and I hope this is what you need from the automated reply.

WRT135 - MSE [#11384215]

Hi bow74,

Thanks for coming back to me.

Having checked our emails I can confirm that I've got yours and so please be assured that I'll get back to you as soon as possible.

Thanks

I_HATE_BRITISH_GAS wrote: »

Blalahblah yeah right mate, I had a phone that wasnt working properly (some of the buttons had came loose and were held in by cellotape) and when it was returned unfixed with the buttons now actually missing making the phone now un usable I was told it was "water damage" as the little water sensitive strip inside had changed colour indicating it had got wet - it hadnt been near any water - it was vodafones way of getting out of it, sure maybe due to moisture in the air maybe the strip had changed colour but the phone still worked great it was just the loose buttons that were at fault but I tried to explain to them that even if there was water damaged then surely it wouldnt have made it come back with half the buttons missing! They had none of it because in reality they dont care, all this was done over the phone, I should have made my complaint on here and maybe they would have listened as its good PR to co operate on a public forum where hundreds of people can read this, I wonder how many other disgruntled people have had the same when phoning up, honestly think of the HUGE profits they make, a little bit of common sense logic and reason wouldnt really hurt them.

Hi I.H.B.G,

I'll pick up your concerns here in a moment.

Kind regards,

Lee

Web Relations Team

Vodafone UK

I_HATE_BRITISH_GAS

whoops double posted please romove.