Vodafone :(

christaitfife

Before I start - this is likely to turn into a rant for which I apologise. Any advice would be most welcome.

So last April I signed up to a new 24 month deal with a new Nokia 1020 - it was a pushy sell, but I do like the phone and the contract was mildly more than I wanted to spend but it wasn't too bad. In April this year the ear piece gave up, everything else worked perfectly and the phone was in exceptional condition (I am the sort of person that keeps everything - box, accessories and the phone was always well protected).

So, I take the phone into Vodafone as it was still under warranty. they send it away, but couldn't fix it quickly so replaced the phone. I was annoyed as the phone IEMI no longer matched the packaging I had - but atleast I had a phone. The phone took up-to 24 hrs to charge, and discharged in 2 and after a day or so it wouldn't turn on. I took it back to the shop - it was sent away.

So, they replace the phone AGAIN. I'm not happy with the quality of the phone - a few minor marks, and some that look like 'chips' around the sim-tray. I was really not happy as the original phone I sent away was in perfect cosmetic condition. Vodafone said that it was acceptable condition for a phone that is over a year old... even though it replace a cosmetically perfect phone. So I am stuck there as that is the regulation regarding replacements.

I should point out that I was offered 1 months line rental for the time I was phoneless and the other issues. They did completely forget to add it to my bill however.

After a few days I am unhappy with the phones battery. my original lasted 1 - 2 days with average use. This one I would unplug at 9am and be nearly dead by 5pm - which defeats the point in having a phone IMO if it won't last for the time I am out of the house. I used the browser of it with everything else (I mean everything) turned off - it used over 25% of the battery in under 20 minutes (I was reading websites about battery life - nothing intensive. Battery saver was turned on).

So I take the phone back and they send it away. i get a call (left on my answer service) saying there is nothing wrong with the phone & that he has had it switched on for 6 hours and it still works. Very frustrating. I'm due to get the phone back today or tomorrow.

I wanted to send it to Nokia directly, but they won't accept it as it is a battery issue (despite the fact that it is a new battery issue caused by Vodafone). I requested the return of my original phone and even said I would take it to (and to pay for to) get the original fault repaired. The lady on the phone said that this was impossible as it is likely that someone else was now using it. I replied by saying that is frustrating as they now have a perfect phone, and I have 'this'.

SO, I have:
- A phone with about 50% of the usable battery of my original phone
- A phone that is in noticeably poorer condition than the one sent away
- A phone that will not last a full day
- A phone that no longer matches it's box an paperwork

I have spent around 10+ hours on the phone to Vodafone in the last month.

What can I do?

mobilejunkie

Read the Vodafone complaints thread - you'll come across the what quite soon if you start on the last page and read back.

simax

Batteries tend to only have a 6 month warranty.... Just buy a new battery? Should be cheap enough on Amazon.... Surely worth that to avoid all that hassle.

christaitfife

@simax
I looked at that - but as the phone is a sealed unit I would invalidate the warranty if i replaced it - not that the warranty is actually worth anything!

The issue I have more than anything is that they can get away with replacing a good-as-new phone with something that isn't. I just want my original handset back.

JJ_Egan

((A phone that no longer matches it's box an paperwork))

You cannot transfer an IMEI nor serial number .

On a year old phone i would as said be replacing the battery .Although confused as you say its a NEW battery issue caused by Vodafone ??

christaitfife

@JJ Egan
I can see how that was confusing! What I meant was that the box and all the associated paperwork I kept safely now no longer correspond with the handset I have. When Vodafone replace the handset it comes wrapped in a sheet of a4 paper - not in an original box with corresponding paperwork. Therefore I have an 'acceptable condition' (according to Vodafone) handset with an IEMI that doesn't match the box and paperwork I have. I know it is a minor issue but (along with the fact the handset is in a poorer condition than my original) does effect the value.

When I say it is a 'new' battery issue caused by Vodafone, I meant that I sent away a phone that contained a battery with substantially more live than the replacement handset. Therefore the issue with poor battery life is a new issue, caused by the fact I have a replacement handset that is not of the standard of my original.

In terms of replacing the battery - it is possible. The main issue with this is the way the phone is manufactured (I have looked into it).. The Lumia 1020 has 'heat sink tape' attached to the battery and the body of the phone, This is required to stop the phone overheating. to change the battery this needs to be cut and can't be replaced. So I could improve the battery live, but the darn thing will overheat.

As I said earlier - I just wan't my old phone (with fault) back. It was in a much better physical condition than the original, had a massively better battery life. Sadly, this is a non-starter.

I have been with Vodafone for around 8 or 9 years and have been, on the whole, pleased with them. I won't be renewing - just a bit annoyed I have another year left.

JJ_Egan

I would buy a cheap sim free phone and put your Voda sim in .
Nokia sell it on ebay for what you can get .


Essence of the OP is that you have a replacement phone and you are claiming its not fit for purpose .So you go back to the vendor and complain .That fails then a letter in ink to head office headed Complaint . Be brief don't go around the houses . Phone returned under guarantee and replaced with a phone that has faults .Box and imei are not relevant .

christaitfife

Just a quick update...

I went to collect my phone today. It had a nice 'repair certificate' and a letter saying that the phone now works 'perfectly'. The shop assistant tried to insert the sim and it wouldn't accept it! The sim worked fine in test phones, just not mine. So, without me even touching it, or seeing it - it is going back for repair for the FOURTH time.

On the plus side - the girl in the shop said I am only 1 repair away from the shop record...