Other manufacturers and OS discussion

[dazo0odaz]

HI All

Im 9 months into a 2 year contract with vodafone. A month ago my phone broke and went away to be repaired twice. The second time it came back it had been swapped for a “reconditioned” model which I have refused to accept. I refuse to use a second hand phone no matter how “like new” it is. How can a phone that is only 9 months old not be swapped for a new one? It is still under manufacturers guarantee.

I was told by a member of the Vodafone staff to “accept it or go to citizen’s advice”, is this their level of customer service? I was also told by a member of Vodafone staff that the phone is a gift when I took out the contract out so they can give me any phone they like if it breaks, if this is correct then how come they have lower tariffs if you take a refurbished phone in the beginning?

I would either like my tariff lowering to reflect the fact that im having to use a reconditioned phone, a new phone or my contract cancelling.

I cannot believe after trying to resolve this matter in the shop, on the phone and by email none of the vodafone staff are interested, I just get told to go somewhere else every time.

Unless this matter gets resolved I will have no choice but to never use Vodafone again, the customer support I have received has been appaling.

Has anyone else ever had a problem like this?

[Matt]

Hi dazo0odaz

Welcome to the Vodafone eForum

The information you have been supplied by customer services is correct and are the business rules for any Vodafone customer it’s also in the terms & conditions of the agreement.

We wouldn't be able to justify giving you a brand new handset as we only receive refurbished ones from the manufacture for cases like this and this is all they would offer if contacted directly.

However I can't justify the way that the agent has advised you around this information but I will feed it back into the system as feedback.

I understand this is not the information you were looking for however its the only information I can give.

Thanks
Matthew
eForum Team

[dazo0odaz]

Hi dazo0odaz

Welcome to the Vodafone eForum

The information you have been supplied by customer services is correct and are the business rules for any Vodafone customer it’s also in the terms & conditions of the agreement.

We wouldn't be able to justify giving you a brand new handset as we only receive refurbished ones from the manufacture for cases like this and this is all they would offer if contacted directly.

However I can't justify the way that the agent has advised you around this information but I will feed it back into the system as feedback.

I understand this is not the information you were looking for however its the only information I can give.

Thanks
Matthew
eForum Team

[dazo0odaz]

Hi

Thanks for the reply, would you be able to show me where in the terms and conditions please.

So are you saying if someone buys an iphone on Vodafone contract and it breaks after the 7 day cooling off period then they will have to accept a second hand phone (reconditioned) as a replacement, because i think this needs to be made alot more clear if correct.

Kind Regards

Darren

[James]

Hi Darren,

If your handset becomes faulty you are entitled to like for like brand new replacement within the first 28 days of your connection, after this time a repair can be taken.

This is outlined in our help centre.

James
eForum Team

[dazo0odaz]

Hi

So if you have an iphone that is 29 days old and it breaks you have to accept a second hand replacement?

I just clicked on the help centre link and it says :
If a device develops a fault we'll replace it with a brand new like-for-like model within the first 28 days. Our technical teams will try to fix it first but if that's not possible a 28-day exchange is offered.

For devices bought over the phone or online the 28-day exchange must be arranged by calling Customer Services.

If you bought your phone or device from a Vodafone store the 28-day exchange must be handled in a retail store provided:

• the device was purchased from a Vodafone store originally
  
• the device was purchased within the last 28 days
  
• the device is faulty.
  

After 28 days Vodafone stores will accept devices for repair even if you bought the device from Customer Services, Vodafone telesales or the Vodafone online shop. This is in line with our existing repairs policy.

Where there does it say anything about getting a refurbished model after 28 days, I was told in this thread that it was in my terms and conditions, could you show me where please.


Regards

Darren

[nffcmatt]

It says it should go to repair.

Personally, I would rather have a refurbished phone than a repair. At least the refurbs have had a service and all the fascias replaced

[dazo0odaz]

It went for repair twice, they couldnt fix it so i got a reconditioned one.

Do you think though if you have to accept a refurbished phone then you should get a lower tariff, as if you buy a contract with a refurbished phone then you get a better deal. So effectively thats what im getting.

[Martin]

Hi dazo0daz

As this is part of the warranty repair process, the phone can be replaced, it is the same quality of handset.

The price plan will not be lowered as the handset still has the same value when it is replaced.

Martin
eForum Team

[dazo0odaz]

i dont care about the value, the point is that phone is second hand and im not having it.

Where in the terms and conditions that i signed does it say this, because im starting to think it doesnt.

[Jon_V]

i dont care about the value, the point is that phone is second hand and im not having it.

Where in the terms and conditions that i signed does it say this, because im starting to think it doesnt.

Hi dazo0odaz,

Thanks for coming back to us.

Your terms and conditions only lay out the conditions for your airtime agreement and provision of access to the Mobile Network. The handset and warranty is covered seperately by the Sale of Goods Act, and entitles you to either a free replacement or free repair.

The replacement must be of equal value, and will take into account any use of the goods you have had since you took posession of them. This is why we will only offer a "new" replacement within the first 28 days. Once past this period, your handset is considered "used" and therefore will be replaced with a reconditioned unit rather than brand new, to reflect the use you have had.

9 months is not an inconsiderable amount of time to have had a handset, and following the letter of the law, we would be within our rights to offer you a replacement which has been used for 9 months by someone else - however, in this case we're offering a reconditioned unit which will usually be a returned sale unit or refurbished to "as new" quality.

We are under no obligation to lower your tarriff, as you have agreed to to this based on the amount of minutes and texts you wish to use for the length of your contract. Your refurbished phone will still be capable of using the same number of minutes and texts as your original phone, and so there is no valid argument for any discounts in that respect.

I trust this clarifies our stance on the matter, and why we will not be offering an alternative to the refurbished unit. If there is anything else we can assist you with, please feel free to ask and we'll be happy to help.

Jon

eForum Team

[dazo0odaz]

Well i rang up this morning and got £10 a month off my tariff (the nice lady did it as a goodwill gesture) for sacrificing 300 of my 600 minutes (which i never use) so i decided thats kind of what i wanted anyway so ive just been and got my reconditioned as new phone. It does feel new i do have to say.

I do have another problem though as you asked, i used to get a good signal where i live and these last few months im lucky if i get 1 bar for 5 minutes when indoors. Anything you can do about that. Its not the handset as whatever phone i put my sim card in

[stevesaccount59]

Personally, I think you should stop being ungrateful of the service you have received. You're lucky that Vodafone have offered you a reconditioned handset, as many other networks may not offer this option . For instance T-Mobile did not offer me a reconditioned phone when mine had broken . There is nothing wrong with a reconditioned phone, they are like new. Also, you should have read the terms & conditions before you signed up to the contract.

[markfin]

Hi Stevesaccount59

It was about time someone said that!

dazo0odaz received good service and fulsome replies to their queries. Providing a brand new unit for one that is a significant way through it's 12 month basic warranty is not something anyone should reasonably expect.

[dazo0odaz]

thanks for the advice:

Firstly, if i pay for something i want to recieve it and secondly there is nothing in the terms and conditions about refurbished handsets.

Thanks

[hooker1uk]

@Stevesaccount.

Tell that to an insurance company when they tell you the IMEI number is already on an insurance policy to someone else.

i'm not disputing quality of replacement handsets, more issues with insurance with replacements  

[xukc]

Hi all, 

I would like to know if there is still 28 day exchange period where Vodafone offer new handsets? I can't find any relevant information on their website. I first reported the handset faulty on the 23rd calendar day and guess what? They are trying to give me a refurbished one. I wondered if the exchange period has changed. Does it state anywhere in the Terms nad Conditions?

Thanks! 

[_365_]

It may well have changed...the posts above are from 22 months ago

[xukc]

It probably has changed but I can't find any up to date information on this. Hope someone may know the current rules. I've not been able to get a straight answer from Vodafone customer service, I've heard 7 and 14 days both been mentioned in the various conversations I've had with them.

[James]

Hi Guys,

When it comes to a faulty phone we will only be able to replace the phone for a new or different phone within the first 7 days cooling off period, once the phone it over this point we will then look at a free of charge warranty repair as per our normal business policy.

James