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Is Vodafone Responsible?

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Hi Folks,

I know this subject has been posted before on the forum but I can't seem to find a difinitive answer.

In short, my iPhone 4S' wi-fi has packed up after I purchased it from a Vodafone shop 18 months ago for £425.
Apple say its a known hardware fault but because I didn't buy it from them I have to take it back to Vodafone.
Vodafone say they will not repair it free of charge as it is only under warranty for 12 months.

My argument is that under current EU/UK consumer legislation, goods are expected to last a reasonable amount of time. I don't think 18 months for a £425 phone is good enough. I have been fighting Vodafone for 5 weeks over this and they will not budge.
Am I missing something? Do I not have any rights at all and am expected to write off my money.

I have contacted the Communications Ombudsman but they are not interested until the complaint is 8-weeks old.

I would appreciate it if someone could clarify my position.

wadihalfa
«1

Comments

  • pepdavies
    pepdavies Posts: 444 Forumite
    Does it have a 12 month warranty from Apple or longer? If the warranty has expired I believe you can exchange it for less than the new price at an Apple store but why would you? I agree it should last longer than 18 months. There are plenty of better choices in that price range.
  • grumbler
    grumbler Posts: 58,629 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    If the fault isn't a result of damage, then yes, Vodafone are responsible under the SoGA regardless of the warranty they offer. However, they will do their best to fob you off as after 6 months the onus lies on you to prove that it's an inherent fault.
    Try getting a written confirmation of this from Apple, and Vodafone won't have a leg to stand on.
  • chanz4
    chanz4 Posts: 11,057 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Xmas Saver!
    also not sure the ombusdman will have any power if it was only a handset purchase
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
  • Thanks for you prompt replies.

    Grumbler - From what I have read on other forums, Apple will not put anything in writing as it would be an admission that there is a problem with their products.

    There's a Vodafone rep on this forum. Where's he when you want him?

    As Apple and Vodafone are not honourable companies to deal with, I suppose I will have to find an alternative remedy.
  • grumbler
    grumbler Posts: 58,629 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    wadihalfa wrote: »
    Grumbler - From what I have read on other forums, Apple will not put anything in writing as it would be an admission that there is a problem with their products.
    Pejsan wrote: »
    ...I am booked into the genius bar on Wednesday following speaking with Apple direct who said they will complete a report for me to help....
    The OP hadn't reported back how successful they were.
  • Vodafone
    Vodafone Posts: 4,297 Organisation Representative
    Hi wadihalfa,

    So I can access your account, 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, quote the code WRT135 - MSE in the subject line.

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

    Kind regards,

    Lee

    Social Media Comms

    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Thank you Lee,

    The reference number is #8742878

    I have just spent the last couple of hours putting together a 22-page document to send to the Communications Ombudsman re; complaint number OS:0503000000080.

    I won't send it until I have heard from you, just in case you are able to resolve my issue amicably.
  • Vodafone
    Vodafone Posts: 4,297 Organisation Representative
    Hi wadihalfa,

    I've got your email and I'll get back to you as quickly as I can.

    Kind regards,

    Lee

    Social Media Comms

    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • AJXX
    AJXX Posts: 847 Forumite
    edited 3 December 2014 at 4:50PM
    wadihalfa wrote: »
    As Apple and Vodafone are not honourable companies to deal with, I suppose I will have to find an alternative remedy.

    What has Apple done wrong? You didn't buy the phone from them in the first place and it's not covered by a warranty either. So fair play they want money to sort it out - they are a business not a charity.

    I deal with Apple a lot, and they're one of the most reasonable and on the ball companies out there, until people start asking ridiculous things like replacing a water damaged phone for free etc....

    The Wi-Fi greyed out thing has been ongoing since the likes of iOS 5. You update the phones OS, the Wi-Fi card reports a problem to the new OS and hence it disables it... It might look like it was "caused" by the software update, but it was simply identified by the update. Unfortunately a lot of self proclaimed tech experts will insist it was "caused" by the software update which is simply nonsense.
  • grumbler
    grumbler Posts: 58,629 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 3 December 2014 at 5:03PM
    AJXX wrote: »
    What has Apple done wrong? You didn't buy the phone from them in the first place and it's not covered by a warranty either.
    Apple is the only manufacturer I know that offers a normal warranty if you buy directly from them and a pathetic 1-year warranty otherwise.
    Why other companies (retailers) have to be responsible for Apple's faults after one year?
    Is this what you call 'honorable'?
    The Wi-Fi greyed out thing has been ongoing since the likes of iOS 5. You update the phones OS, the Wi-Fi card reports a problem to the new OS and hence it disables it... It might look like it was "caused" by the software update, but it was simply identified by the update. Unfortunately a lot of self proclaimed tech experts will insist it was "caused" by the software update which is simply nonsense.
    I am no expert and, luckily, don't have an iPhone. Is my understanding correct that the phone worked fine before the update, but stopped working fine after the update? If so, what difference does it make to a user that it stopped working just because of some 'report'?
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