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Nokia Lumia 1020 warranty repair

christaitfife
4: Newbie

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.

 

 

13 REPLIES 13

christaitfife
4: Newbie

... and that's it dead :Sad_face:

christaitfife
4: Newbie

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.

Hi @christaitfife

 

I've sent you a private message with instructions on how to get in touch, so we can look into this further.

 

Thanks,

 

Sarah

christaitfife
4: Newbie
Thanks for the response. After many hours I got what I needed today, I do however have a further question.which i will contact you about.

christaitfife
4: Newbie
Just a bit of an update on the saga...

When i sent away my phone for repair #3 i was issued with a courtesy phone. Nice in theory, but it had a massive scratch on the screen which made the touch screen a challenge to use. The data was intermitant too. Basically, the phone sat in its box for 90% of the time i had it as it was unfit for purpose.

I received a voicemail from the test centre stating i didnt have a battery issue as the phone had been sat on the guys desk and the charge is fine. They seem to have neglected to read that the fault was a battery that discharged at a massive rate when being used. Im sure all batteries are fine for a few hours when left on a desk unused. Unfortunatly we have phones to use them!

Anyway, i went back to collect my phone on Friday. I had a letter stating it worked perfectly. When the store assistant put the sim in it wouldnt accept it. My sim worked fine in test phones, so whilst your repair people had it they didn't even address the fault but managed to create a new one.

So my phone is away for repair #4. This time i never even touched it myself. I returned the courtesy phone and left.my sim at the store as, quite frankly, are not fit for purpose.

I emailed your ceo's office and got a message that i will get a call 'shortly'. That was on friday. I dont think there is a thing Vodafone can do to fix the situation now. Phones go wrong - i accept that. One dodgy replacement phone is not ok, but i accept it can happen... but 2? And a fault that was meant to have been fixed not even been looked at and a phone developing a new fault whilst being repaired?! Add in the poor cosmetic condition of your replacement phone and the shocking service...

Do you understand why i am so very unhappy?

My complaint in numbers:
1 billing error
2 replacement phones
3 hours in your store so far
4 warranty repairs
8 years with vodafone
10 hours trying to contact you

Hi @christaitfife

 

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 

 

 

 

 

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,

 

Don't worry if Vodafone can't give you an exact replacement they will offer one of equal capability. :smileywink:

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.