Apple

[pete1412009]

Hi,

I was out several weeks ago and when I went to check my iPhone 3GS (it had been in my pocket), the phone was off and I couldn't switch it back on.  I charged it all night, but the phone still would not come back on.  I took it to a Vodafone store in Edinburgh where a hard reset was attempted, but this was unsuccessful.  I was advised to take my phone to an Apple store where they may be able to fix the problem.

I visited the Apple store in Sheffield, but unfortunately they could not get the phone to respond and said I would have to purchase a new handset for £119 (I got the phone in September 2010 and it is therefore out of its warranty period).  I refused as I was not prepared to pay out this sum of money for a new handset.

I emailed Vodafone customer care, where a postal repair was arranged for me.  I refused this when I was informed that it would cost £150 - substantially more than the cost of a new handset!

I am currently using an old handset and cannot now take advantage of some of the features of my account because I no longer have the iPhone.  I again contacted Vodafone customer support to try and downgrade my account for this reason, but was informed that I could not do this because they do not have "access to my account".  So I am stuck paying the same amount per month and I cannot do anything about it.  

I explained my frustrations to Vodafone and received the below response:

"I fully understand your situation and the stress you had felt.

I am glad to inform you that you can downgrade your price plan by £5.00 from your current line rental at 70 days before your contract expire date that is 11/08/2012.

Looking at the situation I had word with my manager regarding it and advised me to purchase a new handset from apple store worth £119.00 and get back to us with the purchase receipt for the same we will adjust £40.00 amount in your account.

Besides other options mentioned to you are bound by Vodafone policy and we cannot make any changes in it. This option may prove beneficial, because upon early upgrade you pay £70.00 in advance for two months but you also pay one of handset cost upon early upgrade, which will cost you high.

Hence, you pay £70.00 + one of handset cost upon early upgrade + new price plan with high line rental then current price plan.

Hence, the better option for you would be to purchase the handset and get back with the purchase receipt and we will adjust £40.00 on to your account.

I appreciate your patience in this matter and hope the above information is helpful."

What I understand from the above is that Vodafone will reduce my price plan in June 2012 which shall save me the grand sum of £10.  They also want me to pay £119 for a replacement handset and they will add £40 to my account when I confirm I have done this.

I think this is a complete joke.  My handset failed through no fault of my own and I have been offered the following options from Vodafone:

• Pay £119 for a new handset from Apple (and Vodafone will refund £40, so I am £79 down)
• Pay £150 to send my handset to Vodafone for repair
• Pay £70 so I can upgrade early
• Pay for a new PAYG handset

I have always been impressed with Vodafone and been a loyal customer for almost five years, but this whole situation has left a bitter taste in my mouth and am seriously considering leaving.  I think this is completely unacceptable customer service and I refuse to believe that there is no other way that they can help me.

Thanks for reading.

[DaveCD]

Hi pete1412009

Thank you for your post and a very warm welcome to the eForum.

I am sorry you feel this way however any Apple products we supply come with a 12 months manufacturers’ warranty of which you are now outside.

We understand that devices such as these are very expensive which is why the priceplans are in place to balance the cost of the device and the services provided, in order to protect your devices we offer things like Insurance at the beginning of your agreement or you can even purchase further protection in the form of AppleCare Protection, and information on both of these products are on our website.

The offer of £40 was as a gesture of good will, and this will not be increased.

We are more than happy to have your handset sent off for repair although as you have seen this can be costly when the handset is out of manufacturers’ warranty.

I understand that this may not be the response you were looking for however the policy is very clear and without sending the handset off for repair we are unable to determine how or what has been damaged.

If you would like one of our expert sales team members to call and discuss all of the options available in regards to an upgrade please complete and reply to the email I have sent to your address that you registered with on here and we will be in touch as soon as we can, please bear in mind with the latest releases we are in great demand and this may take a few days.

If you have any further queries please do not hesitate to post.

Many Thanks

DaveCD

eForum Team

[ricko61]

Pete,

I had exactly the same issue with a 3GS and am now on my 3rd handset - fortunately the previous two failed within the warranty period.  The bottom line is there isn't anything you can do about it except pay the extra for either insurance or a shorter term contract.  My 3rd handset now seems to have expired (see my post from a couple of days ago) and I will just put up with an old handset for the next 3 months until I can upgrade.

The lesson learned for me though is that when I get my 4S or 5 or whatever, I will pay the extra and only take out a 12 month contract.  To be honest though looking at some of the comments on the various web forums I might be better off moving elsewhere.  Vodafone seem to be piling all their effort into attracting new customers rather than retaining the ones they've got.  It must be getting bad if I'm thinking of going because I've been with them for 19 years!