1 Week old phone broke, Vodaphone help

king756

Hi,

I am posting this on behalf of my girlfriend.

She renewed her contract with Vodafone last week after much hassle with retentions and finally got a new W910i and an improvement on her current minutes / text bundle.

Anyway the short story is the keypad has stopped working on it. She has rang vodafone and they are not interested, been in the shop, asked nicely got given the run around and slowly started to get worked up / emotional as she was getting no where.

She now wants out of vodafone due to the way they have treated her, not taking back a one week old phone or even sending it back to the manufacturer under warranty (do these even come with a warranty) .

Looking on vodafone's website it says she cannot return it under the distance selling regulations....( surely that shouldn't be legal?) . It says she can return it and pay for the used minutes / time, i'm sure she would be happy to do it just to get rid if they won't sort the phone out. However I dunno what there attitude will be as she was already a customer? Below is all what i can find in their terms and conditions taken from http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=template12&pageID=PTC_0003&wt_oss=insurance

Please note that, if you are purchasing a contract phone you will lose your right to cancel your airtime contract under the Distance Selling Regulations upon connection of the mobile phone. You do have the right to return the phone and cancel your airtime contract within 14 days, though you will be liable for line rental charges and any calls you have made during that time.

Does anyone on here have some advice? Her 14 days are keeping up, and she is going to be stuck with a brand new phone which does not work, clearly it should be a warranty issue and be returned to the retailer to sort out... vodaphone.

She say's it is insured but i not got the full details on that till i speak to her tonight. I think her insurance is with vodafone so i can't get why they didn't do it that way if they wouldn't take it back.

dmg24

You do have the right to return the phone and cancel your airtime contract within 14 days, though you will be liable for line rental charges and any calls you have made during that time.

Is this not what she wants to do anyway, or does she just want the phone replacing?

proplusplus

Distance seeling provides for 7days as statutory provision.

phone Voda and ask them about returning a faulty handset. Should be 28days for damaged handsets to be replaced.

It may only be 7days for upgraded handsets to be returned (i think 14 is for new connections, but may also be for upgrades)

if they kick up a fuss, state you called up within the 7days but were told incorrect information which went against your legal right to terminate within 7-days under distance selling. Then advise if they will not terminate, that you will seek legal action for denying your statutory rights.

Check up on their policy in relation to upgrades/new connections as dates may differ.


proplusplus

Hopefullyuseful1

king756 wrote: »

Hi,

I am posting this on behalf of my girlfriend.

She renewed her contract with Vodafone last week after much hassle with retentions and finally got a new W910i and an improvement on her current minutes / text bundle.

Anyway the short story is the keypad has stopped working on it. She has rang vodafone and they are not interested, been in the shop, asked nicely got given the run around and slowly started to get worked up / emotional as she was getting no where.

She now wants out of vodafone due to the way they have treated her, not taking back a one week old phone or even sending it back to the manufacturer under warranty (do these even come with a warranty) .

Looking on vodafone's website it says she cannot return it under the distance selling regulations....( surely that shouldn't be legal?) . It says she can return it and pay for the used minutes / time, i'm sure she would be happy to do it just to get rid if they won't sort the phone out. However I dunno what there attitude will be as she was already a customer? Below is all what i can find in their terms and conditions taken from http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=template12&pageID=PTC_0003&wt_oss=insurance




Does anyone on here have some advice? Her 14 days are keeping up, and she is going to be stuck with a brand new phone which does not work, clearly it should be a warranty issue and be returned to the retailer to sort out... vodaphone.

She say's it is insured but i not got the full details on that till i speak to her tonight. I think her insurance is with vodafone so i can't get why they didn't do it that way if they wouldn't take it back.

Hi,

Sorry for the problems you seem to have had getting this sorted. I'm hopeful we can help you.

If you send us an e-mail using our Vodafone online contact us form here, we can look into this for you. If you include the code FIT135 somewhere in the body of your e-mail, this will come to us here in the forum team to help. Please remember to give the mobile number and the security details relating to the account so that we can look at it straight away for you.

It's important that your partner who actually has the contract with us is the one to e-mail and give their security information for data protection reasons.

Hopefullyuseful1
Vodafone UK

jammin_2

If it's an electrical item, such as a mobile telephone, and develops a fault within 28 days of purchase, the customer is entitled to a BRAND NEW replacement (not reconditioned), or a refund in full. The customer chooses which.

On a side note, within 12 months of purchase but outside of 28 days, the customer is entitled to a refund, replacement or repair - but which of these is up to the vendor to decide (and will most likely be a repair). Note that under no circumstances should a customer have to deal directly with the product's manufacturer (unless the product was bought from the manufacturer). The customer deals only with the vendor/retailer who sold the faulty goods.

Baumann

They should give her a new phone, since only 1 week passed.

gaming_guy

Sony ericssons come with a 2yr warranty.

@ Baumann you are not allowed links in your signature, its in the forum rules

king756

Thanks for the replies,

We have followed Hopefullyuseful1 advice so hopefully we will get a swift responce and this problem can be solved.