Mobile phone nightmare, what's the best way to complain?

chocoholicqueen

Here's a brief version of events that have taken place so far.

On April 30th my husband's phone stopped working and it said no network. His phone is an iPhone 6 and he had had it on contract for 6 months, all monthly payments have been paid and on time.

He gave it a day then rang the phone company, who told him to give it a day and see what happens and it should reconnect again. The next 3 weeks were spent going back and forth to the Vodafone shop, where it was finally worked out the phone had been blocked but not by them, by the 3rd party that my husband had got the best deal with.

Vodafone at this point decided it was nothing to do with them as the SIM works fine in another iPhone 6 phone and we had to take it up with the other company. Dh rings the other company, who to our surprise say send the phone back, they will investigate and send the phone back fixed.

This is where the nightmare really begins. On the 17th May we send the phone back by special delivery to the returns address that is on the email they sent us. We assumed they would receive it the next day and the investigation would begin.

In the mean time we go on holiday and when we arrive back, there is no phone waiting for us. The next day June 1st my husband rings them again and the response we get is, it's in the warehouse, we have records it's been delivered but we was waiting for you to ring us before we sent it off to Apple to be investigated.

He was then promised it would be sent off but would take up to 2 weeks to complete. We then hear nothing until my dh rings again today (he does shift work, so not always around when they are open) and the response he got today was diabolical.

We cannot find you phone, apparently the returns address they sent us in their email, is the wrong one. Once again we have been promised that 'someone' is looking into it and we will be getting a phone call on Friday to let us know what is happening.

So my dh has been without a phone for 7 weeks, while Vodafone continue to take out his monthly payment. The 3rd party company will not give him a replacement phone and the whole thing has been a complete shambles. Even if they ring back on Friday, I'm still disgusted with their lack of communication and will I ever be refunded for the monthly payments we have been making?

I appreciate any advice.

tomtontom

You can say Vodafone!

chocoholicqueen

Thanks for that Tom, thought I read somewhere you couldn't, any other advice would be great as well .

JJ_Egan

< I'm still disgusted with their lack of communication and will I ever be refunded for the monthly payments we have been making? >

Probably not as you still have the network access you are paying for .The vendor is responsible for the phone under SOGA not this other company . After six months you would need to prove that the fault was inherent via an engineers report .Problem is that you have sent to this other company and they have lost it not Vodafone .