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20-04-2015 05:48 PM - edited 20-04-2015 05:50 PM
So... I have a Nokia Lumia 1020 which I really like (it would be better if there were more 'core' apps... but that is my only grumble). Well a couple of months ago the ear piece speaker gave up the ghost and the nice man on 121 (via speaker phone!) to take it into a store and it'll get fixed.
The phone was sent away to be repaired, but they decided to send a 'refurbished' one back. I wasn't happy as I had kept my handset in imaculate condition, but was prompltly reassured by the girl in the shop that it wasn't really refurbished - it was a phone that someone had but returned after a day or two andhad been certified as 'as good as new'. I looked over the phone and it was indeed in great condition so took it home.
When I tried to charge it it took 24 hours to gather a 'full' charge, it then discharged in about 3 - 4 hours. It then just wouldn't turn on. I took it back to the shop absolutly livid. Vodafone isn't the cheapest supplier, but I wanted to go through a 'quality' network.
I was told that it would have to get sent away again - this time it was away for about a two weeks. When I went into the shop to collect the phone I was told that it was another replacement.
This time the handset is not in the same cosmetic condition as my original - a mark on the bezel around the lense and what look like mini-chip marks around the sim tray. I was promptly advised this was acceptible wear and tear and I could do nothing about it. It is really annoying as my phone hadn't had a scuff, mark, blemish or anything negative on it.
So, after a few days of using my phone I started to worry about it's battery life. It is no where near that of my original phone - which I normaly had around 1.5 - 2 days battery life after a full charge. I unplugged my phone from charging at just before 9am this morning and as of 5pm it had a charge of 10%. So I guess it will last 9 - 10 hours after a full charge, that is about 20 hours less than by original phone. There was no new exessive usage, no GPS, limited browsing and minimal use of Xbox Music.
So where do I stand and what do I do. Should I take the phone back to the shop as it is 'unfit for purpose' and see if they can fix it properly? Would it be possible for me to get my original phone back - I would much rather try to get that fixed than have the one I have now.
I wish I had never used Vodafones repair service. If your Lumia is broken - use Nokia's official repair service and stay well clear of Vodafone.
20-04-2015 06:07 PM
... and that's it dead
20-04-2015 06:48 PM
In addition to my problems with your warranty repair service, I have just been stuck on live chat for over 30 mins trying to find out what payments have been made to my account. Two wrong operators and I get disconnected without an answer.
Add in the strange direct-debit 'attempts' resulting in bank charges I wan't to raise as an issue. I am absolutely shocked vodafone.
22-04-2015 03:35 PM
I've sent you a private message with instructions on how to get in touch, so we can look into this further.
Thanks,
Sarah
22-04-2015 04:59 PM
03-05-2015 11:26 PM
05-05-2015 11:28 AM
Thanks for getting back to us. I'm sorry to hear this.
I can't see an email from your registered address.
Please let me know your reference number, it'll look like this [#10000546], and I'll look into it.
Thanks,
Amanda
05-05-2015 12:22 PM
Hi Amanda,
I received a response and if what was promised happens it will be an acceptable resolution. I have doubts though as my phone is no longer produced.
You have some very good people working for you at Vodafone - the sad thing is that your policies and 'ways of doing things' restrict them from doing their best in certain circumstances.
Regards,
06-05-2015 12:22 PM
Don't worry if Vodafone can't give you an exact replacement they will offer one of equal capability. :smileywink:
09-05-2015 11:08 AM
Hello all,
Because of all my moaning I feel I should update you all.
Vodafone had ordered me a 'brand new Nokia 1020'. The man on the phone said that he would source one and call me back in a couple of days. Needless to say he didn't. I tried to track one down, but as the end-of-life for the phone was in the middle of last year the 'back order' was pretty much pointless.
After 5 days I called vodafone back. The guy on the phone stated that the handset was on back order an that I would be told when it was back in stock. I told him about the end-of-life situation and he put me on hold for a whilst. He came back and asked me if there were any similar phones that I would accept. I reeled off all with similar specs from their website with a similar monthly payment. To my surprise he agreed to send me one of the more premium handsets I mentioned.
Although the service from vodafone has been horendus, I am atleast happy that I am getting a fairly good new phone out of it. Still frustrated at the amount of lost data and the sheer amount of hours (and I mean hours) I have put into dealing with Vodafone.
So - the resolution (when/ if) the handset arrives is acceptible.