HTC

[Sarah-92]

Hi,

I'd let to know the easiest way into making an official compliant to vodafone as the service I have received is disgusting! Please don't tell me to ring 191 - as the phone has been sent off for repair for a 2nd time and Im not ringing an 0870 number again as it has already charged me £25 to do so with no solutions! Also please don't tell me to email them, as I have done so a few times and not received one reply!

The issue started when the HTC wildfire S stopped responding. The touchscreen didn't work at all. Phone was therefore useless! I rang up vodafone on a thursday and was PROMISED i'd receive a brand new phone on the monday. Monday came and went - and no phone came! I rang up monday night and spoke to another member of your team again was PROMISED that I would receive on the friday. However, then I received a letter through the post claiming that the information I had received was incorrect and that I would now have to send this phone off for repair with no other explanations?!  I went to speak to my local vodafone store and they were very apologetic but said that I would just have to wait for the phone to be returned to me. Phone turned up yesterday, claiming the fault was that the phone was unable to turn on?! and guess what - it still didnt work!  Returned to my local vodafone store yesterday and they said all they could do was send it off for repair again!    

I have now had this phone for 7 weeks. For the last 3 it has been broken. & I have been told by the local store not to expect the phone back for another 2 weeks! So I will have been paying for a phone contract for 2 months that I have had no use out of what so ever!

Extremely unhappy customer that will not be letting this matter drop!

[James]

Hi Sarah-92,

Welcome to the Vodafone eForum from all of the team.

We always welcome our new users with open arms however; I only wish that your circumstances were better.

When it comes to a handset being faulty outside of the initial 7 day peace of mind time frame we would not be able to exchange the device and it does need to be send for a free of charge warranty repair which can be done via ourselves or the manufacturer directly.

I understand your concern about not having your phone for 2 weeks as I am also currently in a similar situation with my Sony Ericson which was sent for repair 10 days ago and I am currently waiting for the repair to be completed.

Unfortunately we are very restricted as to what we can do whilst the phone is away for repair and we will need to wait for this to return before we can look at this any further for you.

James

eForum Team

James

[Sarah-92]

Hi James,

I can honestly appreciate that they couldn't send me a new phone, but if thats the case and has always been Vodafone's policy, then why have two members of your staff on two different occasions told me otherwise? It seems that Vodafone is more concerned about taking customers money than caring for ones that they have already. I'm more disappointed that I agreed to a 24 month contact - but I certainly won't be using them again once this expires!

Is there a landline number that I could ring vodafone on rather than that 0870 number please?

Thanks for the help James

Sarah

[James]

Hi Sarah-92,

This has been a our policy now for many years so I am a little concerned that you say that you were told differently which we need investigate further for you.

In regards to a landline number, this would be the 08700700191 number that you were referring to however, to make things easier for you I have sent you a quick email, if you can reply to this email with your details including an alternative contact number and I can get one of our team to contact you directly to discuss this further.

James

[Sarah-92]

Hi James,

Thanks for the reply. I haven't actually received an email to the email address I supplied when I created an account on this forum unless Im being thick and you've sent it elsewhere?

Sarah

[James]

Hi Sarah-92,

I have sent you another email now, please can you check your spam filters as we sometimes get caught up in there.

James

eForum Team

[Sarah-92]

Haha, I don't know where the first email went to but I've got and replied to the second email

Thanks a lot for your help

Sarah

[derbyjane]

I bet you're pay as you go, we seem to be second class citizens to Vodaphone.  My Wildfire wasn't charging so took it to the shop.  They sent it off saying it would be 7-14 days, but no replacement as we're not on contract!  10 days later I try tracking the repair but the site is down.  I call 191 on husband's phone and told there is a 25p charge.  It turns out that the 191 people just look on the internet tracking site which was still down.  They said they would report the fault and suggested I call the shop, I complained about having to pay 25p and they refunded.  Called the shop several times, no answer, they're all dealing with customers - 7.40, 7.45 and 7.50 on a Friday evening.  After 14 days passed, I tried tracking again but it was still down.  Called the shop again, still all busy dealing with customers, I left a message.  They called back several hours later, it turns out the phone had been returned 10 days previously and had been sat in the shop all the time!  Special trip to the shop including cost of car park, rather off-hand apology for not letting us know the phone was ready, made it clear what I thought of the service, assistant went to see manager and I was given a £10 top up, hardly adequate for having been without a phone for 2 weeks, losing half of a month's top up and get web and texts, and of course, all the calendar and contact entries have been wiped.

[Sarah-92]

Hi,

Sorry I've only just seen this post! I'm actually on contract with them, I just never took out insurance with them - & this is the reason they gave as to why they wouldn't just give me a new phone & to why I couldn't have a replacement phone.(wouldn't expect a brand new phone to break tho would you?)  I'm still disgusted by the service I received by the call centre staff, they told me what they believed I wanted to hear knowing full well I wouldn't be able to speak to them personally again! My phone is still off for repair - told 14 days, currently on day 7 and I will be making a full formal complaint once I get my working phone back. However, I used this forum in order to make this complaint & I can't knock the service that the moderator James gave me. He asked for another contact number and rang me personally to sort out this issue. In order to ring the call centre staff I had to spend £25 on a orange mobile (being told it would be free! - I was naive enough not to check it mind you) & this has all been refunded. If I was you I'd personally take this compliant further. What difference should it make whether your a pay as you go customer? Your still funding there business!

Sarah