Vodafone Sure Signal scam

philfrommanch

My wife and I are long term (20+ years) though relatively light users of Vodafone. In the past year a new school has been built 50m from the nearest mast and this proximity and amount of metal in the construction has meant we can no longer make or receive Vodafone calls in our home.

Vodafone know about the problem and claim to have done some work on the mast but that has not significantly changed our situation. I emailed Mr Colao the CEO and complained and was telephoned by one of his minions (he actually had to leave a message even though I was in - proving my point about reception!) who offered a Sure Signal box for £50 "a 50% reduction".

Aware that some people have had bad experiences with this device I asked if this box would solve my problem. "It should" they said. Since they point blank refused to guarantee it would work I suggested I would either a) pay the £50 for the box provided they took it back and refunded my money if it didn't, or b) accept the box on trial and either pay £50 for it or send it back depending on whether it worked. Vodafone refused and said Mr Colao only agrees to customers accepting the risk.

I am speechless. How has Vodafone the temerity to offer a product which may not be fit for purpose and only sell it on a no refund basis? I'm not surprised they sell it for £50 - £100 and I'd recover my money from VISA but Vodafone aren't that dumb.

We've decided to change to Virgin and Orange (Orange also offer a box and guarantee it works or they refund. Virgin doesn't offer the box but has a more appropriate product). I hope Vodafone shareholders are happy with the morality of Colao.

matelodave

I'd reckon that the vast majority of Vodafone customers are reasonably happy otherwise they'd go with someone else.
VF don't really have to bother much with the few disgruntled ones like you as the remedy is in your own hands.

grumbler

Whatever Vodafone say, like any other product, Sure Box is covered by the Sale of the Goods Act and by Distance Selling Regulations.

• Consumer Rights

matelodave wrote: »

I'd reckon that the vast majority of Vodafone customers are reasonably happy....

Absolutely pointless argument. And how 'vast' is 'vast'?

westy22

Would the Distance Selling Regulations (now Consumer Contract Regulations) not cover this? If so, then order one by phone and then, if it doesn't work as you expect, return it to Vodafone within 14 days of delivery to get a full refund.

philfrommanch

Thanks for the various replies. I suppose I could have gone down the DSR route but frankly if Vodafone thinks the likelihood of the their thing working is only 50/50, why bother? And, as I think I indicated, my wife and I have already made the decision to leave VF - I merely wanted to highlight the un-commercial attitude of VF.

WelshBluebird

1 - I fail to see how the school being built is Vodafone's fault.

2 - The sure signal box should work. Of course they can't give guarantees, but as the box uses your broadband connection to provide the link to the Vodafone network and transmits its own mobile signal for your phone to connect to, there isn't really any reason why it won't. Some people have had issues because of their home network set up or because their home broadband is rubbish, but again that is not within Vodafone's control.

matelodave

I have to agree with everything WelshBluebird says - Vodafone can do as much as they've offered. There is no way they can guarantee that it will work when they have no control on how or where it's going to be used or the quality or reliability of the broadband network that it's going to be connected to.
My mate has got a SureSignal box and it works for his situation so it's really a case of suck it and see or move networks, but even then there's no warranty on their service either

Bobl

I live in the middle of nowhere so my vodaphone signal is nil but I can't change contracts because it is provided by my employer and it is a global contract. I have had a Sure Signal for 2 years now and it works perfectly, it also remembers any visitors/family who I register so they also get a full signal when they visit. My wife moved to vodaphone from tesco because the Sure Signal is so good.

I can't see how it is Vodaphones problem - I would take the box and get back to a full signal.

Added - how good is your broadband as the signal is provided through that, I only get 8Mb as I am so remote and on copper but it still works fine.

philfrommanch

Do people post here just to see themselves in print or something? Where does WelshBlue bird get off?

Did I blame VF for the school being built? No. Did I blame them for not guaranteeing their box would work? No. Did I suggest that you don't know someone whose box does work? No It was a simple comment that the company was being unfair in its offer.

If you don't think it's unfair then you may disagree but don't invent stories, please.

FWIW I've found Virgin telephone sales and the EE shop service equally appalling too. The EE shop staff made up stories about Virgin literally next door not having access to all their masts (I'm not buying 4G) which the Virgin shop staff say is untrue.

In turn whilst the Virgin shop seem to tell the truth, their telephone sales staff are particularly aggressive and duplicitous; until I pushed them to state simply, whether the shop was a Virgin-owned outlet or not, implied that it wasn't. They also started questioning my credit-worthiness - quite ignoring the fact that I already pay them over £50 a month for telephone and broadband, have never been in default and have an excellent credit rating.

I guess it's welcome to the jungle.

Silk

philfrommanch wrote: »

Did I blame VF for the school being built? No. Did I blame them for not guaranteeing their box would work? No. Did I suggest that you don't know someone whose box does work? No It was a simple comment that the company was being unfair in its offer.

So why on earth did you write and complain to the CEO if you weren't blaming them ?????

philfrommanch wrote: »

Vodafone know about the problem and claim to have done some work on the mast but that has not significantly changed our situation. I emailed Mr Colao the CEO and complained and was telephoned by one of his minions (he actually had to leave a message even though I was in - proving my point about reception!) who offered a Sure Signal box for £50 "a 50% reduction".

d123

philfrommanch wrote: »

Did I blame them for not guaranteeing their box would work? No.

So is calling the sure signal box a "scam" meant as a compliment then?