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Vodafone doesn't want to repair my phone
taklamakan
Posts: 12 Forumite
in Mobiles
This case has been going on for over a month now...
My phone Samsung 4s Mini would not turn on, but it is still under warranty as I bought it back in April this year. So I went to Vodafone store on 16 September. They took my phone and noted no damage to screen or anything like that. The condition was noted as "fair" and " few marks on case" and nothing more.
After a week I had a call from a Repair Centre saying that they can't repair the phone under warranty as the screen is cracked and it voids the warranty. They asked me to pay £96 for something that wasn't wrong with my phone before. I disagreed and they told me they would send the phone back to the store in Luton and I must talk to the store directly.
Bear in mind that was 3 weeks ago! So I went to the store. The man working in the store showed me the returned phone and there was a crack on the screen which wasn't there when I was giving the phone to them. I refused to take it and they said they would investigate the problem and contact me.
After 2 weeks I still have not received any answer from them so I contacted a Vodafone via their Online Chat and they said my phone is being sent back to the store fully repaired.
I went to the store today and I was totally surprised as the phone looked the same as last time and a member of staff told me that Vodafone can't repair the phone and that I rather take the phone. I refused as the phone was damaged in transit by them and I want Vodafone to either repair the phone as they damaged it or give me a new one.
Today after this lovely meeting at store I contacted Vodafone via their online chat. First, I spoke to some guy who assured me the phone will be repaired and that he would contact the Repair Centre to arrange a repair. Then he transferred me to another person, and that lady said I need to call Vodafone customer service and take it from there. The lady also said that the other guy I chatted with was from a Pay Monthly Department and since I am a Pay As You Go customer he couldn't do what he said he was going to do. How ridiculous is that! Guess what, I called Vodafone customer service as she advised and they told me to go to the store and sort it out with them. A vicious circle, where no one knows, no one cares.
I spoke to some other guys from Vodafone Forum and they advised me to write a letter to Vodafone's head quarters and send it by Recorder Delivery. This is the actual advise from official Vodafone Forum. Can't believe what I heard. So now what, I have to write an official document to Vodafone's headquarters and pray for a positive result? Maybe I should try contacting my lawyer or queen herself, so I they can help me?
If I bought this phone off, for example, eBay or Amazon, I would never have such problems with getting my phone repaired. The procedure would be simple. I would send my phone back to the seller and he would repair it under warranty. eBay/Amazon would protect me and if anything went wrong they would stay behind me to protect my rights. They would kick the seller's a** out of this planet, true or not?
But with Vodafone there is no such thing as rights or customer service. Believe me guys, this company is so bad. I have spent hours on the phone trying to reach the correct department. Every time I speak to someone there is either a person who don't know what to do or I have to wait in the queue. Chatting online doesn't make sense either. I spoke to 5-6 different operators on Vodafone's chat system and all of them can't help me and all they do is to tell me to call the customer services.
Vicious circle. Hours spent on this case has driven me mad, but I will not give up, guys, believe me, I will not give up. I would write a bill to Vodafone requesting them to pay me for all the hours spent, voice-minutes lost and stress experienced in this whole process.
The only reason I bought the phone from Vodafone is because it was £20 cheaper than on eBay, but looks like I have made a big mistake.
And now I am asking you if you have any ideas or if you experienced anything similar?
My phone Samsung 4s Mini would not turn on, but it is still under warranty as I bought it back in April this year. So I went to Vodafone store on 16 September. They took my phone and noted no damage to screen or anything like that. The condition was noted as "fair" and " few marks on case" and nothing more.
After a week I had a call from a Repair Centre saying that they can't repair the phone under warranty as the screen is cracked and it voids the warranty. They asked me to pay £96 for something that wasn't wrong with my phone before. I disagreed and they told me they would send the phone back to the store in Luton and I must talk to the store directly.
Bear in mind that was 3 weeks ago! So I went to the store. The man working in the store showed me the returned phone and there was a crack on the screen which wasn't there when I was giving the phone to them. I refused to take it and they said they would investigate the problem and contact me.
After 2 weeks I still have not received any answer from them so I contacted a Vodafone via their Online Chat and they said my phone is being sent back to the store fully repaired.
I went to the store today and I was totally surprised as the phone looked the same as last time and a member of staff told me that Vodafone can't repair the phone and that I rather take the phone. I refused as the phone was damaged in transit by them and I want Vodafone to either repair the phone as they damaged it or give me a new one.
Today after this lovely meeting at store I contacted Vodafone via their online chat. First, I spoke to some guy who assured me the phone will be repaired and that he would contact the Repair Centre to arrange a repair. Then he transferred me to another person, and that lady said I need to call Vodafone customer service and take it from there. The lady also said that the other guy I chatted with was from a Pay Monthly Department and since I am a Pay As You Go customer he couldn't do what he said he was going to do. How ridiculous is that! Guess what, I called Vodafone customer service as she advised and they told me to go to the store and sort it out with them. A vicious circle, where no one knows, no one cares.
I spoke to some other guys from Vodafone Forum and they advised me to write a letter to Vodafone's head quarters and send it by Recorder Delivery. This is the actual advise from official Vodafone Forum. Can't believe what I heard. So now what, I have to write an official document to Vodafone's headquarters and pray for a positive result? Maybe I should try contacting my lawyer or queen herself, so I they can help me?
If I bought this phone off, for example, eBay or Amazon, I would never have such problems with getting my phone repaired. The procedure would be simple. I would send my phone back to the seller and he would repair it under warranty. eBay/Amazon would protect me and if anything went wrong they would stay behind me to protect my rights. They would kick the seller's a** out of this planet, true or not?
But with Vodafone there is no such thing as rights or customer service. Believe me guys, this company is so bad. I have spent hours on the phone trying to reach the correct department. Every time I speak to someone there is either a person who don't know what to do or I have to wait in the queue. Chatting online doesn't make sense either. I spoke to 5-6 different operators on Vodafone's chat system and all of them can't help me and all they do is to tell me to call the customer services.
Vicious circle. Hours spent on this case has driven me mad, but I will not give up, guys, believe me, I will not give up. I would write a bill to Vodafone requesting them to pay me for all the hours spent, voice-minutes lost and stress experienced in this whole process.
The only reason I bought the phone from Vodafone is because it was £20 cheaper than on eBay, but looks like I have made a big mistake.
And now I am asking you if you have any ideas or if you experienced anything similar?
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