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Vodaphone - liquid damage...warranty issues.
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Hi guys and girls,
Was just after a bit of advice and as to whether I’m wasting my time. (Sorry for long post, please bear with me)
Basically, IPhone X suddenly stated Face ID wasn’t working, so I thought best get it checked out. So I take it into Apple for them to examine and test.
Apple report:-
Issue :the devices Face ID was disabled.
Our testing shows that Face ID sensor have failed, in addition the ambient light sensor has failed.
After attempting a restore a unknown error was presented.
This strongly indicates that the fault will rest on the logic board.
Cosmetic condition : no damage can be seen to the device
The LCI has NOT been triggered
Nothing presented at the Genius Bar suggeststhis issue is the fault of the customer
Proposed resolution : The only way to remedy this issue in accordance with apple guidelines would be a whole unit replacement
Vodaphone offer an additional 12 months warranty to their customers.
I have advised our customer to seek a replacement phone with Vodaphone.
Nothing seen would void the warranty with apple if the device was less than 12months old. (It’s approx 14/15 months old).
So I go into Vodaphone and explain (they didn’t seem interested in what apple had to say), and said they need to send it off (tried to explain I’ve had it looked at), but it’s their process. So it gets sent off. Few days later I get a call, basically they say repair team found liquid damage, not covered by warranty....?!
I was bemused to say the least, and asked they have come to this conclusion bearing in mind the phone was in great condition and I’d been told there was no liquid damage present (as per apples report)
I offered a copy of this report, and was shocked to find the call handler wasn’t interested in it. He then went off to speak to his team leader and came back quoting what he had been told. Their repairers had found liquid within device therefore no warranty. I asked to speak to the team leader. It was told they don’t speak to customers, only them.
I then contacted complaints to explain who advised put things in writing (but basically admitted even after it goes back to store and they escalate, you can almost guarantee it will lead to nothing, so best to just push through to relations). I’ve emailed along with the report.
Having read online it seems Vodaphone really have a lot I mean a lot of history or ‘claiming water damage’ to phones to get out of warranty obligations.
Apple have told me and documented the LCI hasn’t triggered. Had this been a couple of months previously they would have straight replaced (but as over best to use Vodaphone). Apple don’t replace under liquid issues, but would have in this case as there was no liquid issues found by them, they have also stated ‘nothing’ presented at Genius Bar suggest issue is the fault of the customer., but the fault will rest with the logic board (strong indicators).
Any other suggestions what I can do? I’m waiting to hear back, and no doubt will get a standard response, and see this as a drawn out process. I’ve been with them yrs, it after this will walk away from them later this year.
To say I’m angry is an understatement. I’m tempted to go back to apple to discuss and see what they have to say about it and whether there is anything they can do
Was just after a bit of advice and as to whether I’m wasting my time. (Sorry for long post, please bear with me)
Basically, IPhone X suddenly stated Face ID wasn’t working, so I thought best get it checked out. So I take it into Apple for them to examine and test.
Apple report:-
Issue :the devices Face ID was disabled.
Our testing shows that Face ID sensor have failed, in addition the ambient light sensor has failed.
After attempting a restore a unknown error was presented.
This strongly indicates that the fault will rest on the logic board.
Cosmetic condition : no damage can be seen to the device
The LCI has NOT been triggered
Nothing presented at the Genius Bar suggeststhis issue is the fault of the customer
Proposed resolution : The only way to remedy this issue in accordance with apple guidelines would be a whole unit replacement
Vodaphone offer an additional 12 months warranty to their customers.
I have advised our customer to seek a replacement phone with Vodaphone.
Nothing seen would void the warranty with apple if the device was less than 12months old. (It’s approx 14/15 months old).
So I go into Vodaphone and explain (they didn’t seem interested in what apple had to say), and said they need to send it off (tried to explain I’ve had it looked at), but it’s their process. So it gets sent off. Few days later I get a call, basically they say repair team found liquid damage, not covered by warranty....?!
I was bemused to say the least, and asked they have come to this conclusion bearing in mind the phone was in great condition and I’d been told there was no liquid damage present (as per apples report)
I offered a copy of this report, and was shocked to find the call handler wasn’t interested in it. He then went off to speak to his team leader and came back quoting what he had been told. Their repairers had found liquid within device therefore no warranty. I asked to speak to the team leader. It was told they don’t speak to customers, only them.
I then contacted complaints to explain who advised put things in writing (but basically admitted even after it goes back to store and they escalate, you can almost guarantee it will lead to nothing, so best to just push through to relations). I’ve emailed along with the report.
Having read online it seems Vodaphone really have a lot I mean a lot of history or ‘claiming water damage’ to phones to get out of warranty obligations.
Apple have told me and documented the LCI hasn’t triggered. Had this been a couple of months previously they would have straight replaced (but as over best to use Vodaphone). Apple don’t replace under liquid issues, but would have in this case as there was no liquid issues found by them, they have also stated ‘nothing’ presented at Genius Bar suggest issue is the fault of the customer., but the fault will rest with the logic board (strong indicators).
Any other suggestions what I can do? I’m waiting to hear back, and no doubt will get a standard response, and see this as a drawn out process. I’ve been with them yrs, it after this will walk away from them later this year.
To say I’m angry is an understatement. I’m tempted to go back to apple to discuss and see what they have to say about it and whether there is anything they can do
0
Comments
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It's possible the liquid made contact with the device after the visit to the Genius bar. Perhaps there's an internal LCI which has been triggered, (Some manufacturers have them, can't speak for Apple)
Apple make a fortune by referring repairs to retailers rather than offering the industry-standard 2 year warranty0 -
No, Apple correctly push responsibility back to the retailer as CRA 2015 has primacy over any warranty.Apple make a fortune by referring repairs to retailers rather than offering the industry-standard 2 year warranty0 -
Of course they push, because they, unlike most other manufacturers, don't offer the second year in the first place.unforeseen wrote: »No, Apple correctly push responsibility back to the retailer as CRA 2015 has primacy over any warranty.
I don't see anything particularly "correct" in this. Would it be correct not to offer warranty at all and start "pushing" from the year one?
That said, ultimately it's we, customers, who pays for everything. Whether it's two years, one year or whatever - it's all included in the price - even a 'free' repair under the CRA.0 -
As soon as apple finished examining the phone, I walked 50yards from the shop inside a shopping centre straight into Vodaphone.
So no chance of anything happening there0 -
It's possible the liquid made contact with the device after the visit to the Genius bar. Perhaps there's an internal LCI which has been triggered, (Some manufacturers have them, can't speak for Apple)
Apple make a fortune by referring repairs to retailers rather than offering the industry-standard 2 year warranty
Walked straight into Vodaphone from apple (inside a shopping centre)0 -
Follow the instructions in the Vodafone complaints thread, post your reference number here.
Spoke to customer relations, reference 793613
All they did was advise what the repair centre had said. Tried to explain what I have been told by apple. To be honest found it very frustrating, with the end result they have escalated to their‘review team’..., not sure what they will say differently.
Few things I can’t get my head round,
- Vodaphone claim water/liquid indicator, and then assume that’s caused the fault hence no warranty. Apple said LCI not triggered, (surely if water had caused the problems this would show?), no damage can be seen to the device ‘nothing presented suggests this issue is the fault of the customer’
- The only way to remedy the issue in accordance with apple guides would be a whole unit replacement, yet I get quoted over the phone (which i recorded) just over £500 to fix the issue from Vodaphone..., so the manufacturers state it can’t be repaired, yet Vodaphone repair centre say it can for that price?
Who in their right mind would agree to that!?!
Apple also started ‘that if it was within a year they would replace (even their policy doesn’t cover water damage, so another indicator that issues with phone wasn’t due to that).
Call me cynical but I cant help but think someone there could just pour some water over after complaining, I’d be none the wiser.
Reading online.....omg.....so so many with issues with Vodaphone0 -
Spoke to customer relations, reference 793613
So you haven’t followed the advice in the Complaints thread?
Why bother to complain here if you won’t follow the procedure?Hi everyone,
With the number of Vodafone topics and posts within specific threads (Vodafone complaints) we are providing the standard process for submitting feedback, questions, and complaints to the Vodafone WRT (Web Forum Team). After that there are some additional routes you can take to escalate and progress your case. We do not guarantee you will get your required outcome but from experience the below advice has been very productive for many users and Vodafone customers on this forum.
- To submit a question or complaint please use the 'Contact Us' form - http://www.vodafone.co.uk/contact-form/index.htm
- To access the form you'll need to enter the code WRT135.
- 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. You can post it on the forum and someone such as Lee (Vodafone) will check it has been received. It can take at least 2 - 5 days for a response from Vodafone.====0 -
Ask for photos of the water indicators .0
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So you haven’t followed the advice in the Complaints thread?
Why bother to complain here if you won’t follow the procedure?
Sorry I thought the online form I had completed was one of the same.
Completed form, Have stated MSE forum, reference 20479964
Let’s see from here (based on many people’s feedback doesn’t sound promising issues with Vodaphone, but will see.0
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