BlackBerry

[leanda]

Hey!

Im midway through an 18month contract and have a Blackberry Curve. Paying £31 a month and having a smartphone you would think id be happy...wrong. My problem is i have already been given my 3rd handset during the contract because of touchpad faults and software faults and surprise surprise my current handset is constantly freezing, turns itself off, tracker pad is faulty. Am i within my rights to ask for an upgrade or a change in model? There has to be some grounds for this when you have been fed nothing but faulty handsets and shocking service. Whilst i cant fault most of the customer service reps it seems to take an eternity to fix the phone which i use for business as well as personal use.

Im not expecting miracles, i just want a working phone and as the vodafone policy seems to be to replace broken handsets with refurbished models i doubt im ever going to have a phone that lasts.

I dont want to change my contract and i will absolutely be renewing my contract when this one ends. Im due according to this website for an upgrade on 28th Feb 2012. What are my rights, allowances and chances?

If all was well in the world id be able to get away from the Blackberry world and get a HTC or a Samsung Android phone of some variety. Im not expecting a £3,000,000 diamond encrusted version of the iPhone 700 or whatever.

A HUGE thanks to anyone from Vodafone or the community who responds to me here! 

[david295]

After it has been sent away for repair after the 2nd time, you are given a refurbished one, well this is how it is surposed to happen. good luck trying to get help from vodafone, your going to need it.

[moggypuss]

with your phone as you will as i have probable get it back be able to use it for a wee few weeks then they will say your phone is water/moisture corrossion! and they will want you to buy a new phone! that is the problem with the blackberry and vodafone. I have now went on and lodged a complaint with BBC Watchdog and the ombusman as someone getting ripped off here and my posts keep getting locked! please contact watchdog the more complaints the more us poor paying contracted customers will no longer be ripped off!!

[James]

Hi leanda,

Many thanks for your post here.

When it comes to a handset being faulty our normal policy would be to send the phone away for a free of charge repair, if a handset is then exchanged due to the fault it will normally be for a reconditioned/ return sale handset.

Other than this we can also look at the possibility of an early upgrade for you.

However, if you would like to discuss this further I have sent you a quick email, simply reply with your details and one of the team will be able to speak with you directly regarding this.

Moggypuss, I have just replied to your post here, please follow the instructions on that thread and we will be able to look into this for you.

James

eForum Team

[leanda]

Well first off thanks for the email, once i finish work i will be contacting Vodafone myself as instructed to discuss this. Its also enlightening to see you have said there is a possibility of upgrade early which is a huge weight off my mind as after discussion with my boyfriend last night we actually realised its the FOURTH handset we are on not number 3.

Its all good with Vodafone offering the free repair service but to get a refurbished model can often cause more problems than it solves. One of my four handsets lasted 3 hours before it died on me.

Im a customer for life if Vodafone treat me as a customer should, all i wanted is a working phone and these Blackberrys i keep getting from you are nothing but trouble.

Glad to see there is a solution possibly to my problem and will post back an outcome here hopefully giving hope to people in my position too when (i hope) i get the outcome im looking for

[moggypuss]

Hi Leanda,

I would be happy for you tp let me know how you get on! I upgraded in May this year and on my second Blackberry which is now done. I appreciate they are trying to help but with reconditioned phones being sent out this is does not fix the problem. vodafone are also contacing me direct and I am hoping they see sence before it has to go further as i am a long term customer and this is the firsttime i have ever encountered a problem, I think vodafone should be taking this issue up with blackberry. I hope you get it sorted.

Marie

[leanda]

Yeah Moggypuss i hope this gets sorted sooner than later. Im yet to be called by Vodafone yet so Moderators if you see this see the email ive sent back and call asap. I hope your problem gets sorted too

[moggypuss]

Me too Leanda,

Yeah I am waiting to hear will be interesting to hear. please keep me posted as I will you. I have however already contacted the ombusman and BBC Watchdog because i feel I have been unfairly treadted so far. I am hoping they will ive me a new phone (Brand New) not refurbished as i have been a loyal customer for the past 11 years. Fingers crossed for u and I.

Marie. 

[leanda]

It wont surprise you Marie to learn that i have responded to the Mods email as asked, i have not been called, so in a move to get the ball rolling ive called 191 a couple of times.

Been told no, no, no, no!

They claim ive only had 1 handset replacement even though the last 3 were within 3 days of each other.

They claim i will have to pay for the privilage of an upgrade, yeah thats right i will have to pay because they cant provide me with an acceptable phone.

They claim it will be just another refurb and nothing else.

So my options are pay, refurb or shut the hell up. Im not pleased. If the Mods can see this please realise you are a slither from losing me, i know several phone shops in my town that have a buy out option for me to go to O2, with the phone i desire and seemingly infinately better service! Im not going to be given a substandard service and be told i have to pay to fix the issue. One i didnt cause. How can a company of this size think that is how you keep customers?

[Dave]

Hi Leanda,

Glad we got to talk earlier. I've sent you the email as arranged.

Dave

[moggypuss]

Well Leanda,

That comes as no surprise to me, as i actually had to phone them tonight, I got my phone checked independantly only to be told that it is not the battery that has moisture as the battery is completely fine and so is the motherboard and that it has a wee prong missing off where u insert the sim! so when i called tonight to tell them this they said their report was moisture damage and thats that, we asked if they would pay to get it fixed and they gave us no answer. I have put my complaint away to BBC watchdog this morning regardless of the outcome as i feel unfairly treated. I am now holding onto my phone as proof that it is not faulty and hopefully the more people complain to watchdog the more could be done to stop this happening. I am sorry that the same has happened to you and this close to christmas, can anyone really afford to splash out on new mobiles.

Hope you get something sorted.

[James]

Hi moggypuss,

I have just come off the phone with the account holder and am pleased that I was able to get a resolution for you.

If you have any feedback on how I have handled your query today, please complete our short feedback survey.

James

eForum Team

[moggypuss]

James,

Thank you for getting back to me and i am pleased to have some closure to this. I do appreciate that you do work hard to get matters resolved.

Thamks Again

[moggypuss]

James with regards to our conversation last week, could you please email me the number of where the phone is being dispatched from- I ave had no contact with them apart from youself telling me it would be delivered 31/10/11 Im hoping that everything is ok, but just need someone in to recieve it.

 Thanks .

 Marie

[Wayne]

Hi moggypuss

Can you confirm if you have received the phone or not yet?

I’ll send an email over to James as well, so that he can get back to you when he is next in the office.

Thanks

Wayne

eForum Team

[James]

Hi moggypuss,

Sorry for the delay in getting back to you however, I have been on annual leave for the past 3 days.

Can I ask if everything has now been sorted for you?

If you require any further help please let me know.

James