Advice please re Vodaphone/Phones4U

jinty271

Just a quick query please.

My mate has a contract Vodaphone mobile, bought from phones 4 U.

His phone was stolen, a couple of weeks ago. He reported this,they blocked the SIM, and the insurance company agreed to replace it.
However, it took 2 weeks for the new phone to arrive.

Unfortunately there is a fault in the new handset, so he has to wait for a jiffy bag to arrive, so he can return it, then they will send another replacement.

His main question is, is he still liable for line rental, from the day he reported the theft, to the day the first replacement arrived. Even though the new handset needs to be returned, he is using the SIm in another older phone, so is able to make calls. Although it is an inconvenience that the replacement doesnt work, he understands that these things happen.

I think he should receive a credit for the 2 weeks where he had no service at all. Is this correct, and if so, who should he approach?

He queried this with Vodaphone, who say its not their problem, and he also asked the insurance company, who also say the same.

Does he now approach Phones4U, or can any of you clever people tell me who he should ask about this. I dont think he should need to pay line rental for a period when he had no service.

Thankyou !!

jakesmummy_2

id say he needs to speak to vodafone really, after all thats who he pays line rental to, i ordered a upgrade last year it arrived a few days late, when i rang them made it clear i wasnt happy about it and they knocked a weeks line rental off.

jinty271

thankyou for this info

faza20

Hi Jinty271

Working for Vodafone, I can tell you it really does depend on who is insurance is with.

If the policy was got through Phones 4U, the chances are it will be held with a company called Policy Admin Services. If that's the case he will need to contact them as they are not affiliated with Vodafone in any way.

If the policy was through Vodafone, the policy will be held by Marsh Insurance. Vodafone will be able to help if the phone is faulty if this is the case.

Hope this helps

skintlarkin

I am a 4U employee and a PAS policyholder.

PAS will say that the sim card is access to the network NOT the phone and any request for a refund would have to be directed to the network in this case Vodafone. If sim card has been shut down a replacement should of been ordered at same time. It would then be at Vodafone's discretion to refund any line rental.

A PAS replacement phone can also be sent away from a P4U store and will be returned to your home- note this is just for repair if it is within 28days of receiving the replacement phone will replace by PAS NOT P4U or VODAFONE.

Hope that helps.

Phil

gsmmad

ermmm i also work for phones4u and i agree with everything above ...

Voda will possible nock off the whole payment for the month ....happened to a mate of mine on t mobile and they discounted one month off ...