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Vodafone broke my phone and now want £190 to fix it!!!
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This is bugging me so much I feel I have to have a rant re Vodafone!
Having been a loyal VF customer for many years I am dismayed to have to script this sorry tale of ineptitude and the most appalling customer service I have ever experienced. I feel I must share this with others as it may give them the information they require to make informed decisions re taking handset included contracts. I will be leaving VF as soon as can.
In July 2013 I signed up to a 24 month contract for my daughter and was supplied a Samsung Galaxy S4 handset - with an extended 24 month warranty to induce confidence! 11 months on we have returned it 3 times for repair for the same fault - sudden excessive power drain leaving it going flat from 80% battery power within 90 mins. On return from the second so called repair we were told that the handset would be replaced if it was returned 3 times for the same fault so there should be no problems.
At the beginning of June having been back a week it started to suddenly drain power again. So on the 13th June it went back for its third repair for the same fault via VF's store on Victoria station. The phone was checked in and noted by the assistant as being in 'excellent' condition.
13 days later receive an email from the VF repair centre stating that the phone is out of warranty and will cost £190 to repair and to call them to authorise repair/ payment.
Perplexed as to how this was so I called them to be told that there was damage to the casing/LCD. I explained that the phone had been dispatched in excellent condition. I was then told that 'we are just the repair centre - you'll have to sort that out with VF'. So, pay up or we'll return it to store!
So phone is now allegedly physically damaged and they won't even look at it for the same battery drainage problem that they've had it for twice previously! A scam to avoid swapping/replacing methinks?
Wife goes into local Dorking store and speaks to staff and shows them the repair receipt showing it in good condition when dispatched. Stupidly, we thought that the VF brand are all one and that any VF store could sort this out. Advised that have to go to receiving store and get the assistant who checked it in to deal. He advises that the phones rarely get damaged in transit and that once the receiving store confirm it was alright when it left then it will get sorted out. We ask to have a courtesy handset that we are entitled to pending repair. Quote " We haven't had any for 3 months - we only get 4 as we are a small store they are all out. You could try getting one from our Epsom store". Thanks, that's not helpful at all and gives no confidence that anyone would ever get the courtesy phone they are entitled to from Dorking!
The following day having had no returned call from the message left with the Victoria branch I am forced to return to Dorking to try and sort out the issue. They inform me how Victoria branch have a terrible reputation for not getting back to customers and are consistently rated at the bottom in an internal survey - great - that's reassuring! Well I ask, just how do I get to speak to them? Can you contact them somehow? The staff then helpfully email the Victoria branch asking them to call me. Meanwhile I receive another email from the VF repair centre stating that if they have not had payment by 1730 that day they will return handset to store.
Calls to customer service are blanked by uncaring staff in some far off overseas call centre. In fact I was cut off at one point having been allegedly transferred to the correct department to have to redial and tell the whole sorry saga over and over to different people who don't care and won't help.
So - I resolve that the only way to sort this out is to go to London Victoria on my day off. A sixty mile trip by train with additional cost for railway tickets
On route to London I finally have a return call from the Victoria branch assistant and tell him I will be with him in person shortly. In store he tells me he has spoken to the repair centre and that the case is apparently cracked.
We inform him that there was no damage and that that was noted as being in excellent condition on his receiving note. He says he will have the phone returned to store and I can then come in and he will help me out speaking to customer services to see if he can get a resolution or an early upgrade! Great - I'd rather have bamboo splinters put under my nails than sign up for further contracts.
My advice to anyone considering tying themselves to a phone contract is to go SIM only and get your own handset - you can move about with ease and are not at the mercy of a large uncaring company that will pass you from pillar to post.
I will be posting this to share on Facebook and a copy to VF customer services. I'll update on any progress.
Having been a loyal VF customer for many years I am dismayed to have to script this sorry tale of ineptitude and the most appalling customer service I have ever experienced. I feel I must share this with others as it may give them the information they require to make informed decisions re taking handset included contracts. I will be leaving VF as soon as can.
In July 2013 I signed up to a 24 month contract for my daughter and was supplied a Samsung Galaxy S4 handset - with an extended 24 month warranty to induce confidence! 11 months on we have returned it 3 times for repair for the same fault - sudden excessive power drain leaving it going flat from 80% battery power within 90 mins. On return from the second so called repair we were told that the handset would be replaced if it was returned 3 times for the same fault so there should be no problems.
At the beginning of June having been back a week it started to suddenly drain power again. So on the 13th June it went back for its third repair for the same fault via VF's store on Victoria station. The phone was checked in and noted by the assistant as being in 'excellent' condition.
13 days later receive an email from the VF repair centre stating that the phone is out of warranty and will cost £190 to repair and to call them to authorise repair/ payment.
Perplexed as to how this was so I called them to be told that there was damage to the casing/LCD. I explained that the phone had been dispatched in excellent condition. I was then told that 'we are just the repair centre - you'll have to sort that out with VF'. So, pay up or we'll return it to store!
So phone is now allegedly physically damaged and they won't even look at it for the same battery drainage problem that they've had it for twice previously! A scam to avoid swapping/replacing methinks?
Wife goes into local Dorking store and speaks to staff and shows them the repair receipt showing it in good condition when dispatched. Stupidly, we thought that the VF brand are all one and that any VF store could sort this out. Advised that have to go to receiving store and get the assistant who checked it in to deal. He advises that the phones rarely get damaged in transit and that once the receiving store confirm it was alright when it left then it will get sorted out. We ask to have a courtesy handset that we are entitled to pending repair. Quote " We haven't had any for 3 months - we only get 4 as we are a small store they are all out. You could try getting one from our Epsom store". Thanks, that's not helpful at all and gives no confidence that anyone would ever get the courtesy phone they are entitled to from Dorking!
The following day having had no returned call from the message left with the Victoria branch I am forced to return to Dorking to try and sort out the issue. They inform me how Victoria branch have a terrible reputation for not getting back to customers and are consistently rated at the bottom in an internal survey - great - that's reassuring! Well I ask, just how do I get to speak to them? Can you contact them somehow? The staff then helpfully email the Victoria branch asking them to call me. Meanwhile I receive another email from the VF repair centre stating that if they have not had payment by 1730 that day they will return handset to store.
Calls to customer service are blanked by uncaring staff in some far off overseas call centre. In fact I was cut off at one point having been allegedly transferred to the correct department to have to redial and tell the whole sorry saga over and over to different people who don't care and won't help.
So - I resolve that the only way to sort this out is to go to London Victoria on my day off. A sixty mile trip by train with additional cost for railway tickets
On route to London I finally have a return call from the Victoria branch assistant and tell him I will be with him in person shortly. In store he tells me he has spoken to the repair centre and that the case is apparently cracked.
We inform him that there was no damage and that that was noted as being in excellent condition on his receiving note. He says he will have the phone returned to store and I can then come in and he will help me out speaking to customer services to see if he can get a resolution or an early upgrade! Great - I'd rather have bamboo splinters put under my nails than sign up for further contracts.
My advice to anyone considering tying themselves to a phone contract is to go SIM only and get your own handset - you can move about with ease and are not at the mercy of a large uncaring company that will pass you from pillar to post.
I will be posting this to share on Facebook and a copy to VF customer services. I'll update on any progress.
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Comments
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You could try getting in touch with the Vodafone rep on here to see if they can help.
Profile here:
http://forums.moneysavingexpert.com/member.php?u=7914170 -
Can you please summarise this in one brief paragraph, omitting any superfluous information? Otherwise few people will take the time to read it and you won't get the advice you're seeking.0
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Extended warranty? All Samsung phones have a 2 year warranty as standard. I hope they didn't make you pay for it.0
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Nodding_Donkey wrote: »Extended warranty? All Samsung phones have a 2 year warranty as standard. I hope they didn't make you pay for it.
As they are alleging the phone is physically damaged, I would say it wouldn't be covered by a manufacturers warranty.0 -
Problem is that it left me in excellent condition ( noted as such at the shop) and ended up 'damaged' upon arrival at workshop. Vodafone won't sort this out. It's as if they hope you will give up and go away0
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Sorry to be a pain - can't see how I flag up to / contact0
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Cont'd - the Vodafone rep?0
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From their profile:http://goo.gl/vhVWku - Please quote WRT135 - MSE in the subject line.0
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... and the link to the thread in the message.http://goo.gl/vhVWku - Please quote WRT135 - MSE in the subject line.Vodafone_company_representative wrote: »...
If you'd like me to look into this, please 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'll take you to the Contact us form on our website. To make sure it reaches me please quote the code WRT135 - MSE in the subject line.
Once sent you'll receive an automated reply with a reference number. Please update the thread with this and I'll check we’ve received it....0 -
You can also email Guy Lawrence directly. His team will also sort it for you if you're getting nowhere from regular customer services0
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