Vodafone Mobile Phone Warranty From Asda

manutd99

I purchased a Vodafone Smart Ultra 6 mobile so the manufacturer of the phone is Vodafone. I purchased the phone from Asda.

Phone was purchased 18 months ago. The phone is now faulty. The mobile has as per Vodafone 24 months warranty.

I went to my local Asda store with receipt but was told Asda only offer 12 months warranty on mobile phones and was told to contact Vodafone. I visited my local Vodafone store who advised as it was purchased from Asda I need contact Asda. I then phoned Asda customer services who advised of the same same that they only provide 12 months warranty. I emailed customer services and then Twitter service team who both advised of the same. I then finally wrote to CEO of Asda explaining everything including advising them that the phone has 24 months warranty. I even quoted Consumers Rights Act 2015 advising the retailer is responsible. I even advised I would take to small claims court and/or contact ombudsmen but their answer was the same. Their executive service team responded.

I have been through all the avenues with Asda but to no avail.

I could go through all the avenues with Vodafone but I wanted Asda to deal with my issue. Are Asda right in sticking to their own policy of 12 months warranty? what else can anyone suggest I can do or say to Asda? Or should I now try Vodafone?

powerful_Rogue

manutd99 wrote: »

I purchased a Vodafone Smart Ultra 6 mobile so the manufacturer of the phone is Vodafone. I purchased the phone from Asda.

Phone was purchased 18 months ago. The phone is now faulty. The mobile has as per Vodafone 24 months warranty.

I went to my local Asda store with receipt but was told Asda only offer 12 months warranty on mobile phones and was told to contact Vodafone. I visited my local Vodafone store who advised as it was purchased from Asda I need contact Asda. I then phoned Asda customer services who advised of the same same that they only provide 12 months warranty. I emailed customer services and then Twitter service team who both advised of the same. I then finally wrote to CEO of Asda explaining everything including advising them that the phone has 24 months warranty. I even quoted Consumers Rights Act 2015 advising the retailer is responsible. I even advised I would take to small claims court and/or contact ombudsmen but their answer was the same. Their executive service team responded.

I have been through all the avenues with Asda but to no avail.

I could go through all the avenues with Vodafone but I wanted Asda to deal with my issue. Are Asda right in sticking to their own policy of 12 months warranty? what else can anyone suggest I can do or say to Asda? Or should I now try Vodafone?

ASDA = Consumer Rights Act - Law
Vodafone = Warranty - Additional Extra

Don't get the two confused.

For ASDA to offer a solution, you will need an independant report stating the the fault is an inherent one. If you managed to get this, ASDA will refund the cost of the report and either repair, refund or replace. They get to choose. If they refund, the can deduct a percentage for the 18 months use you have had.

In regards to the Vodafone warranty, you will need to read the T&C's that apply to it.

KeithP

I would suggest that you ignore the warranty for the time being and insist that Asda supply a remedy under your statutory rights - being The Consumer Rights Act 2015.

You have up to six years to seek a remedy from the seller.
The downside is that the seller can insist that you prove that the problem is due to an inherent fault, but don't worry about that unless Asda ask for that proof.

bris

KeithP wrote: »

I would suggest that you ignore the warranty for the time being and insist that Asda supply a remedy under your statutory rights - being The Consumer Rights Act 2015.

You have up to six years to seek a remedy from the seller.
The downside is that the seller can insist that you prove that the problem is due to an inherent fault, but don't worry about that unless Asda ask for that proof.

Well Asda are ignoring the OP or did you miss that? So it looks like they will indeed need to get the proof to force their hand.


Does the warranty paperwork that came with the phone not have a number to call.

Carrot007

As much as pushing ASDA for a remedy would be possible you have a 2 year warranty so why go for the hard option where you would need a report commisioning?

You need to read the terms of this warrenty and act upon it. It is highly unlikely that a vodafone shop would be the place to go for this. They might act as a drop off/pick up point but they may also not.

manutd99

bris wrote: »

Well Asda are ignoring the OP or did you miss that? So it looks like they will indeed need to get the proof to force their hand.

Does the warranty paperwork that came with the phone not have a number to call.

The warranty paperwork has no number to call

Carrot007 wrote: »

As much as pushing ASDA for a remedy would be possible you have a 2 year warranty so why go for the hard option where you would need a report commisioning?

You need to read the terms of this warrenty and act upon it. It is highly unlikely that a vodafone shop would be the place to go for this. They might act as a drop off/pick up point but they may also not.

Yes I agree I shouldn't need a report commissioning as phone has 24 months warranty.

I have looked at warranty information booklet which came with the phone but although the title of the booklet say warranty information there is nothing detailed in there in regards to warranty period therefore no T&Cs to refer to.

24 months warranty comes from information supplied on Vodafone forums so not much to go by. Would need to dig deeper or ask on the forum for further clarification.

https://forum.vodafone.co.uk/t5/Android/How-long-is-a-PAYG-handset-warranty-I-ve-just-been-told-by/td-p/2514966

https://forum.vodafone.co.uk/t5/Other-OS-Unlocking/Smart-ultra-6-warranty/td-p/2491120

Unfortunately the link in the second link of above doesn't direct you to the correct page. Yes its only a forum but there are several other Vodafone threads stating the phone has 24 months warranty but no T&Cs unfortunately (google Vodafone Smart Ultra 6 Warranty)

Carrot007

manutd99 wrote: »

24 months warranty comes from information supplied on Vodafone forums so not much to go by. Would need to dig deeper or ask on the forum for further clarification.

Then that would be regarding phone supplied by Vodaphone. You bought it from Asda, if it did not come with information about a 24 months warranty then it does not have one and would be the standard 12 months.

Different warrantys often apply depending on where you purchase.

So you are back to Asda and having to get a report to prove the issue is inherant.

takman

manutd99 wrote: »

I visited my local Vodafone store who advised as it was purchased from Asda I need contact Asda.

Apart from visiting the Vodafone store have you contacted them in any other way to ask about the warranty?. From the posts above it doesn't sound like it has a 2 year warranty as nothing was mentioned about this when you bought it or on the packaging. But the only way to be sure is to actually contact the correct department of Vodafone. I wouldn't expect the staff in a Vodafone store to know anything about the warranty on a product purchased elsewhere (even if it is Vodafone branded).

manutd99

Carrot007 wrote: »

Then that would be regarding phone supplied by Vodaphone. You bought it from Asda, if it did not come with information about a 24 months warranty then it does not have one and would be the standard 12 months.

Different warrantys often apply depending on where you purchase.

So you are back to Asda and having to get a report to prove the issue is inherant.

I am going to send one last email to the executive team saying I am getting an independent report and will be taking matter to small claims court. Anything I could say to in the email to make my case stronger?

takman wrote: »

Apart from visiting the Vodafone store have you contacted them in any other way to ask about the warranty?. From the posts above it doesn't sound like it has a 2 year warranty as nothing was mentioned about this when you bought it or on the packaging. But the only way to be sure is to actually contact the correct department of Vodafone. I wouldn't expect the staff in a Vodafone store to know anything about the warranty on a product purchased elsewhere (even if it is Vodafone branded).

Not yet but if no resolution after the email I send to executive team I may go down the Vodafone route. Either go into the store again and/or probably ring Customer Services.

powerful_Rogue

manutd99 wrote: »

I am going to send one last email to the executive team saying I am getting an independent report and will be taking matter to small claims court. Anything I could say to in the email to make my case stronger?

ASDA are complying with the law. As the phone is over 6 months old, you will need an independent report to enforce your rights. However, the report will have to state that the phone is faulty due to an inherent fault. The part in bold is the important part.

Once armed with a report stating that, you can they go back to ASDA and seek a remedy along with the cost of the report back. ASDA will either repair, replace or refund. You can specify which you would prefer, however the final decision is down to ASDA. If the decide to refund, they can deduct a percentage for the 18 months use you have already had.

The only time you would consider going along the small claims court route is if you get a report stating the fault is inherent, and ASDA decide to do nothing.

Don't go making threats to the executive team, as it will get you no-where.

manutd99 wrote: »

Not yet but if no resolution after the email I send to executive team I may go down the Vodafone route. Either go into the store again and/or probably ring Customer Services.

Why not just phone Vodafone customer services and see what they say first of all?