Vodafone problem

curlylox

Hi

I wonder if anyone can help with this. My son took out an 18month contract with Vodafone and also took the insurance. 3 months into the contract the phone developed 4 faults - it was returned to Vodafone for repair under warranty. No loan phone was offered! The phone was returned after 10 days not repaired. They said it was not a warranty problem but he could pay £25 and claim a new phone on insurance. The insurance offered the same phone which my son did not want due to the faults with the 1st one so they offered an alternative. The store only had the phone in brown which he did not want so they arranged for a black one to be sent out to him. Guess what - they sent a brown one! They are refusing to do anything about it and say that if he does not like the brown one he has to buy himself a new phone. They say he accepted the phone from the delivery man (obviously the delivery man does not stand and wait for you to open the parcel and check the contents) He cannot cancel the contract without paying the next 15 months bills. We have never dealt with a company offering such rubbish customer service. Any comments or help on this would be most welcome.

redsquarelady

i thought you had 14 days cooling off period due to the direct selling regulations cause the phone was sent to him rather than getting it from the vodafone shop. Unless that is only for the first time you get sent the phone at the start of the contract.

curlylox

Not sure - I will go and read the contract.

I am really mad at them :mad: - who is going to go and and buy an new phone just because they made a mistake and sent the wrong one. It is like talking to a brick wall though they won't listen.

Thanks for your help.

curlylox

I have been dealing with the Vodafone Forum Interention Team since posting on here. I am so impressed with them - they actually listen and sort out problems - FAST!! They have offered to swap the phone - no problem and have arranged a delivery for tomorrow:T . This department have e-mailed and kept me fully informed which is something the call centre did not do.

The call centre staff are totally robotic and reading from scripts. I will let you know the final outcome in due course.

curlylox

I am a very very happy Vodafone customer. The phone arrived today!!!!:T

After putting my post on here and sending a pm to Hopefullyuseful1 at Vodafone, everything got sorted out. The Customer service recieved has been fantastic.

I wish it had not come to this but at least it has all worked out in the end.

A huge thanks to the Vodafone Forum Intervention Team for listening to customers and sorting out the problems.

muffinhead

Good for you Curlylox - nice to see someone getting their problems sorted out through the MSE forums.

I like the way some companies are now addressing their customers issues through these forums - they seem to resolve problems more efficiently than calling their foreign, scripted call centres.

curlylox

I think it is fantastic - I would never have thought that companies like Vodafone would have people working on Forums.

I love forums now - I am toatally addicted!!