21-11-2011 01:41 PM
Just thought I'd throw my thoughts about me experience about this so called repair service and CS.
Rang Vodafone CS on the 9th regarding the repair of my faulty Bold 9900 (speaker/ringer failed, so no sound at all on phone) and they advised of the options available to me. either they send a courier to collect phone or I can drop it into a store, so I decided to drop it into a store near my work place.
Booked my phone in and was told it would take a week to repair/get phone back. Was told on phone that I am entitled to a courtesy phone when I drop my phone of. Once at the store I ask for a courtesy phone and was told they I cant have one as I dont have insurance. (Not happy at this stage to say the least!!)
A week later I ring up and find out that its still at repair center and they dont know when it will be fixed. Very annoyed at this stage and was told repair time is 10 working days. Manager refunds a weeks line rent to compensate.
I ring up today to find out state of play and am told phone is beyond repair. When queried what will be happening I am told that a brand new 9900 will be send out by Wednesday, as they cant change the speaker on it. New replacement phone to be with me on Wednesday.
We now await and see if they deliver their promise as requested. Also told them how I felt about their lack of communication regarding the repairs.
Solved! See solution
23-11-2011 12:50 PM - edited 23-11-2011 01:03 PM
Absolutely Seething with anger right now
Rang up to chase my phone and was told that is not being delivered for another 3-5 days!! WTF!! they think its a joke that they can just mess us about with their stupid time scales and their ignorant call center staff??!
I am now onto Vodafone CS to cancel my contract! You pay your bills on time etc and this is the shoddy service we get. Spoke to a so-called manager by the name of Joseph and he states that "calling customers back to advicse them of any delays is NOT vodafone policy and its up to the customer to chase up". Can anyone confirm that it is VF policy NOT to call their customers??
Any help would be appreciated.
23-11-2011 01:18 PM
Couldnt edit previous post to update.
Just spoken a very helpful Scottish gentleman (will name later once sorted) who is chasing up the repair and is due to call me back soon. will update once i have more news.
23-11-2011 01:55 PM
23-11-2011 05:37 PM
Really fuming now!!
Been on to fone again to VF after I was promised a call back from a manager in scotland. FIVE hours later im still waiting for this to arrive, so I decide to ring up and I get told that now any repairs are not covered under warranty?? apparently its physical damage , I've never dropped the fone or anything and they are claiming that the mainboard is bent..wtf!!!!!
On Monday in was told (by another manager, for which i have the name for) that the fone is beyond repair and that they will be sending out a replacement handset which i shall receive today, and now this crap when i ring up today!!
I will am still waiting for this so-called manager to ring me from earlier today so now I will be cancelling my contract with out any charges and i shall not be paying anything for the previlage...
Still waiting for The Tech team to call aswell.... wonder if any call will ever materialise.
24-11-2011 02:53 PM - edited 24-11-2011 02:55 PM
Does beyond economical repair = user error?
well thats what ive just been told by VF Tech Support advisors and managers.. Why is that when i try to get some into from VF all i get is user error?
I have asked to see a copy of the report, regarding the handset, from VF but they are refusing.
Can anyone tell me how can there be physical damage to a phone on the inside when there is not sign of any damage on the outside!?
GEORGE: where is this call i was meant to be receiving? ive had nothing but hassell, worst move i ever made moving to VF, was better staying with 3.
Any help will be greatfully appreiciated, tearing my hair out here, well watever is left of it.
24-11-2011 03:40 PM
25-11-2011 11:17 AM
Just wanted to update all,
Have receieved a call from James today and we have come to an agreement that suited both parties and I less stressed now
Thank you James and also to the rest of the team that actually tried helping resolve this.
15-02-2012 11:04 AM
ive sent my blackberry 9800 into repair with a inop trackpad the SID is 6341846 but when i go to track my phone the job reference is empty was wondering if you could send me an update please ,