Vodafone time scale to sort things.....

mamabuddah

Update: as per post time....

Well it looks like Lee the MSE rep has come to the rescue, just spoken to him on the phone. He had taken ownership of the problem I've been having and has been able to arrive at an amicable solution between myself and Vodafone.

The mysterious order problem to date hasn't been sorted, as to the hows and whys and what went wrong, but I've had my return traced and refund etc actioned.

Lee has also promised to get back to me when he finds out what went wrong and hopefully be able to explain it to me....although I think the jury might be out on that one for some time.

But again A BIG THANKS TO LEE ON MSE for proving Vodafone do have someone who takes customer care seriously.

Vodafone

Hi mamabuddah,

Thanks for updating your thread following our conversation last week.

As promised, I'll come back to you once I have update regarding your first order.

Kind regards,

Lee

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Vodafone UK

mamabuddah

thanks Lee...things go from bad to worse..now the phone I have seems to have developed a touchscreen fault....with no one near it, suddenly it will start opening up date & time screen, google speech search, if there was an app open at the time it goes haywire all sorts of pages within that particular app will start opening and closing as well....

wouldn't have minded but I only had the phone delivered on the 28th August. I've factory reset now about half a dozed times, each time trying different apps to see if its some sort of conflict....at the minute the phones sitting with no apps (other than what Motorola put on) and it still does it

because I can't replicate the problem every time I switch on, I'm going to have to try and video it and then go to the Vodafone store in town...


why me...

Vodafone

Hi mamabuddah,

If you take your phone to your nearest Vodafone store, they'll be able to arrange a repair for you.

Kind regards,

Lee

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Vodafone UK

mamabuddah

oh dear...

http://youtu.be/zdv7jJNqw8U

a repair....wonder what the timescale will be for that....
some more footage
http://youtu.be/uFaFhTVC8OI

Vodafone

Hi mamabuddah,

Repair timescales can vary depending on the phone and the fault reported.

However, we'd aim to get phones fixed and returned to the customer in around 10 days if not quicker.

Kind regards,

Lee

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Vodafone UK

mamabuddah

strangely .... no mention of replacement (depending on fault) so are Vodafone really only saying "fix and return"...

mamabuddah

Hi Lee,

firstly...a week has passed since we spoke...any update on the mysterious web order?

secondly...I left my phone into my local vodafone store with an explanation of the problems (surprisingly, or not [sods law] switching it on/off 2 or 3 times the fault wouldn't happen) but I have 4 videos on the phone , and on youtube, demonstrating the problem, thank goodness for video cameras. So it was accepted for repair....
however and this is a BIG HOWEVER...

because my phone number was keyed into the system, it generated a DOP as January 2014 (most recent contract change) so the "Repair Booking Record" does not show the correct DOP which was the end of August this year...I queried this and explained this was a PAYG phone and was told the form "autofills" with my details...now I have to say again, this is looking like another recipe for disaster.

On reading the documentation on arriving home (I was just told to sign as accepting "the phone would be wiped and all data deleted"....fair enough..I'd done that myself before leaving it in so I happily accept signing for that....however I am dismayed to read "if the phone can't be repaired within a reasonable time, I can be given a "refurbished" mobile.

Now I'm not an expert in the SOGA, but for a new phone just over 40 days old, I would not expect a refurbed item...in fact I would expect a new item or a refund...

I have given VF the opportunity to inspect the phone and if it is not a quick and simple fix I do not want it replaced by a second hand item.

You have access to my a/c and you can see my usage calls/data etc so the phone is as new, neither used or abused, so I'm amazed the staff member instore has chosen to describe the phone as "Good Condition"...I'm more inclined to say "as new or excellent"

and again on the "booking record" it says "contract"....this was a PAYG purchase, that happens to be used on my contract...

I think you are I are possibly going to have further discussions.

Vodafone

Hi mamabuddah,

Thanks for the update about your phone.

I'll keep an eye on this to make sure things are resolved as quickly as possible.

Regarding the problems you had with your first order, I'll get back to you as soon as possible.

Kind regards,

Lee

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Vodafone UK

mamabuddah

problem originally started on 21st August when I was told "no such order exists"....anyone able to get to the bottom of the problem yet?