Consumer rights.

martinpear

Hello.

I am looking for a bit of advice. My samsung galaxy s6 (9months old) was on charge, got red hot and then wouldnt work.

I went to my local vodafone shop who said it should be covered under warranty and it was sent for repair.

I received a text from the repair center stating that there was a crack in the case so my warranty is void. My repair sheet states minor scratches and marks, it does not mention any cracks. When i asked about the crack they initially stated it was on the back case, then they said it was on the screen. I requested for photos as im being given conflicting information, but was told they are unable to provide them. It seems the phone has been damaged from me leaving in store and it being looked at, at the repair centre. The repair centre confirmed the phone hadnt been inspected for why it had broke/blown up as it failed visual checks.

I was put through to customer service to log my complaint of why is my warranty void when the phone was fine when we left it with store. And why vodafone havent looked at the phone with the seriousness of the fault of the phone. I believe i have been sold a dangerous item that is not fit for purpose.

I was wondering what are my consumer rights for this, is it unrealistic to request for a new phone. I am currently waiting to receive the phone back and a call from vodafone customer relations but have no confidence in the company.

Thanks

Martin

boatman

You wouldn't get a new phone, it would be a refurbished phone. If your repair sheet says minor scratches then surely that proves the condition. Perhaps a shame you don't have pictures yourself before you sent it.

Vodafone

Hi martinpear,

We'll be happy to take a look into this for you. Please contact us via email here.

To access the form you'll need to enter the code EFT195.


As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

Thanks

Carly
Social Media Operations

martinpear

Hello

I have done this but have not received an email with a code in. I do have a reference number for the complaint i did over the phone if thats any good? Ref: 1-501352507 this was given by Natalie from customer services.

I was told i would receive a call from Vodafone by Friday 2nd December. I am yet to receive this call.

Thank you

Martin

Vodafone

Hi Martin,

We're unable to find your account from the reference number you were given by Natalie.

If you still need help with your account and as we haven't received your email, please email us with a contact number only at eforum.web@help.vodafone.co.uk.

To make sure it reaches us, please quote the code EFT195 in the subject line.

Kind regards,

Lee

Social Media Operations

Vodafone UK

gycraig_2

From experience staff in phone shops aren't trained technicians so don't tend to check phones before sending away, iv sent phones away thinking they wouldn't get fixed and they have been and have sent phones away that I thought where fine but repair centre disagreed.

If you disagree with there opinion only option is to take it to a Samsung trained technician to get there opinion.

From other side of counter every single customer who doesn't get a warranty claim done says the same thing

martinpear

Hello Vodafone

I have sent an email with a contact number. The reference i have been given is 14867929.

Thank you.

Vodafone

Hi Martinpear,

We've received your email and we'll be in touch as soon as possible.

Thanks,

Carly
Social Media Operations