BlackBerry

[lisaa89]

Hi not sure if anyone else has had issues with repairs?

I bought a brand new Blackberry Bold from Vodafone last month after I had mine stolen (still waiting to claim from my bank due to vodafone sending me the wrong phone details to support my claim) however the phone had issues with reading the media card 70% of the time it was fine but the longer I had the phone a message kept flashing up saying no media card inserted more regularly.

Anyway the phone was sent away last Friday to be repaired with an estimated repair time of 2 weeks on the form I was given, but I found out the next day the Carphone warehouse store a few doors down could have fixed it in their store a lot quicker without the phone being sent away, why couldn't vodafone have advised me of this? Instead my almost brand new phone is now hanging around the repair centre. It was extremely difficult to even get hold of the stores number to ask if they could send my phone straight back so I can take it to Carphone Warehouse. Is it that difficult for somebody to communicate to the repair centre to send the phone back? I'am being billed for services I can't use and having spent over £300 on a product with you in September I think the customer service is the worst of any provider I have been with!

[Wayne]

Hi lisaa89

Thanks for your post here. I’m sorry to hear of the trouble you have had with your phone. I appreciate how frustrating this must be for you.

Unfortunately, we cannot advise you of what services other providers/companies offer as we simple won’t know. With regards to sending your phone back, this wouldn’t be possible as there is no direct line of communication between the store and our repair centre. Our repair centres are extremely busy and taking phone calls as well would only impact the turnaround time of the repairs.

I’m sure that once you get your phone back, (which will only be another 7 days at the most by now) I’m sure you’ll be happy with the results and happy to have a fully functional phone again.

Thanks

Wayne

eForum Team

[lisaa89]

Hi wayne

the phone wont be working as I explained in my first post I asked for the phone to be sent back as soon as i realised somebody else could fix it sooner without it leaving the store. The phone has now been lying in the repair centre for a week (even though I asked for it back over a week ago) If it takes this long to get it sent back without being fixed I dread to think how long it would take if somebody had fixed it. Also surely your company should be aware of its competitors services that is a very narrow minded approach. it is stupid that you have no contact with your repair centre that is exactly the problem yet you are more than willing to send your customers phones there??? 

[Lee]

Hello lisaa89,

Thanks for your post. Is there any chance you could provide me with your repair reference number? It may be called a SID reference

Cheers,

Lee

eForum Team

[lisaa89]

Hi Lee

ref number is 6116978, however i had the phone back on friday after being told it had been fixed and it just needed a sotware update.  I already tried a software update before sending the phone away then Vodafone sent it away for 2 and half weeks and it comes back still broken but a note to say we have done a software update????? It is like banging your head on a brick wall dealing with you guys. i Would never consider a further contract with vodafone after this.

[Trev]

Hi lisaa89.

If you'd like me to assist in this matter for you then please complete and return the email I've sent to you.

This way I'll be able to get all the specific information I need to help, and I'll be able to speak to you directly concerning this matter.

Trev

[Kukirach]

First and last time I use vodaphone repairs, what a shower. My iPhone went for repair via my local store last Tuesday, paperwork saying earliest return 22nd May. Rang customer services yesterday (23rd) to ask what was happening, was told repair centre had tried to contact me but had no number??? Contact details were on paperwork but gave them again, was told they would ring today, I could not contact them. How ridiculous! Rang again today to be told I had been advised yesterday it would be £100 to fix it, I think not. To add insult to injury I had incoming blocked number call while I was debating this which then rang off, and has not rung again. 3 guesses who that was. Communication is terrible, have been within vodaphone 16yrs but seriously thinking about changing. Also could someone tell me what the point of a warranty is if they can tell you the fault is outside of what this covers please. Would be very pleased if someone could tell me what is happening!?!

[Lee]

Hi there Kukirach,

Thanks for your feedback about your experience with our repairs team.

We are set guidelines by the manufacturer and if the repair falls outside these guidelines then we are not allowed to touch the handset unless it's chargeable. You're of course entitled to a second opinion from the manufacturer.

Cheers,

Lee