Vodaphone Contract Warrant - Help! :(

Eyekon

Good evening all!

So this evening I've received a phone call from a very distressed niece who's on the verge of tears so I'm desperate for any help!

My Niece has picked up a Apple 5c on a Vodaphone contract as part of a package. She has had this contract for less than 3 months and the touch screen has decided to play up, it occasionally isn't sliding to unlock making it useless some of the time.

She doesn't have the extra insurance offered but I assume there is some kind of warranty already in place, well I'm hoping anyway. She has taken it into Vodaphone who has apparently been very helpful and sent it off to Apple for repairs, Apple has sent it back saying the warranty is void as there was a screw missing on the handset as she has tried to have it repaired elsewhere. Why would she if she has the warranty?

Vodaphone have said to my Niece they are going to put a complaint into Apple and to return to the store Friday to see the outcome.

Where do we stand with this? As Apple are saying it's been tampered with and we know it hasn't, who has to prove the other wrong?

Correct me if I'm wrong but I feel the ultimate people responsible are Vodaphone for selling a phone that's "unfit for purpose" and if Apple don't fix it then it needs to be replaced?

Any advice please!!!

grumbler

MSE article:

• Consumer Rights Armour

It's Vodafone who have to prove and repair/replace if they can't.
Apple's warranty is next to impossible to enforce as you are at their mercy.



And insurance wouldn't help with this even if you niece had it.

Eyekon

Thanks for the fast response and fantastic info in that article!

Got to this part:
"If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it."

It made me smile, I shall continue reading now.

Thanks again!

SharonBugs

Hi there,

I am sorry to impose but I don't know how to start a new message. So I searched Vodafone and it led me here. I have a problem with Vodafone overcharging me. Can someone tell me how to write a new message?

Thank you.

Best regards,
sharonBugs,

mije1983

SharonBugs wrote: »

Hi there,

I am sorry to impose but I don't know how to start a new message. So I searched Vodafone and it led me here. I have a problem with Vodafone overcharging me. Can someone tell me how to write a new message?

Thank you.

Best regards,
sharonBugs,

At the top of the forum, underneath the page numbers, click on 'forum tools', then 'post a new thread'. You will probably get more help if you start your own

You might want to put a bit more detail in your thread with a bit of background so people can give the best advise they can.

SharonBugs

Thank you mije1983.

Vodafone

Hi Eyekon,

Thanks for making me aware of this.

If your niece would like any help from me, ask her to email me with her details via the link in our profile here.

All she'll need to do is copy and paste the link into her web browser and it'll take her to the Contact us form on our website. To make sure it reaches me, she'll also need to quote the code WRT135 - MSE in the subject line.

Once sent, she'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

SharonBugs wrote: »

Hi there,

I am sorry to impose but I don't know how to start a new message. So I searched Vodafone and it led me here. I have a problem with Vodafone overcharging me. Can someone tell me how to write a new message?

Thank you.

Best regards,
sharonBugs,

Hi SharonBugs,

I've replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Eyekon

Thanks for the response Lee. We'll see what happens Friday and we will go from there.

Thanks again.
Mark

Vodafone

You're welcome Mark.

Be sure to let me know what happens tomorrow.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Eyekon

Hi Lee,

My Niece has just composed an email and sent it under the reference you mentioned. Please could it be looked into asap.

Today(friday) she went into the store to be told her warranty is void and the phone is missing and they'll get in contact when it's located. They've given her no time frame at all. All she wants is that handset to be replaced.

Also stick to emails if you can as currently she doesn't have a mob number and is at work most of the day. Alternatively you can call me so just reply if you need my number.

Thanks
Mark