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[gjc1975]

Dear all, My HTC Desire is currently being "repaired" with the reboot issue(for the second time) that would appear to be a design fault but has yet to be admitted to. I am of course very grateful that Vodafone have offered to repair the phone but what has become increasing frustrating is the complete inability of CS to give me some idea how long the repair is going to take. Is the reason for this reluctance to give a time scale a result of poor communication between departments; an inability to actually track repairs or just plain laziness? If anyone can shed some light on the situation or give examples of their experiences with the technical department that would be great.

[gjc1975]

So, it would appear that the Vodafone online help is as useful and efficient as the email and telephone teams.............. Or am I jumping the gun?

[Dave]

Hi glc1975, welcome to the eForum!

Apologies for the delay in responding - we handle all queries in the order they arrive so as to be fair to everyone. It may mean that sometimes it takes slightly longer to respond than is ideal, but everyone gets their turn this way.

We cannot give a definitive timescale on a repair as it can be dependant on the nature of the issue, whether required parts are in stock, whether the cause is known or requires investigation, and so on. If a handset is sent to the manufacturer to complete the repair, then we do not hear anything until it is returned to us.

What we do offer, however, is an online tracking system which will give you an indication of the progress of your handset. If you go to the Vodafone online repairs tracker and enter the job number provided when the repair was arranged, you'll be able to see what stage the repair is at.

If you don't have the job number, please let us know and we'll get that for you.

Kind regards

Dave

eForum Team

[gjc1975]

Dave,

Thanks for getting back to me. I have attempted to use the repair tracker but the status of the repair remains blank!

I fully appreciate that should a handset need to be returned to the manufacturer then it is difficult to give a repair timescale but would it not be appropriate to inform the customer that Vodafone repairs no longer have the phone.

I'm sure that I am not the only one who is frustrated with the lack of communication from Vodafone, yourself excluded.

I'm currently using a handset that I have had to purchase as I have to have a phone for my job; this one could argue is my own fault as I could have take out the insurance but I'm actually unsure if that would cover manufacturing faults.

Any further information on the whereabouts of my handset would be helpful

Cheers

[1979Damian]

Hi gjc1975, it's certainly not your fault regarding the not taking insurance you mentioned previously.  In any case every handset insurance policy (certainly Network Operator insurance) I've ever come across hasn't ever covered mechanical fault, just lost, stolen & accidental damage.  The 12 month warranty you are using through Vodafone to have the handset repaired is there for exactly the reason you are using it so please don't worry/blame yourself.

[gjc1975]

Thanks for the info Damian. I still find it quite incredible that no one at Vodafone can tell me where my phone is! In the past it appears that the repair department actually gave an expected repair date, I wonder why this is not the case anymore??

[gjc1975]

??? Any interest?

[gjc1975]

The handset returned today after no communication from Vodafone at all. The phone that was returned wasn't actually mine but a "nearly new" Desire. Imagine my surprise that within less than 10 minutes of use it also suffered the reboot loop issue that my previous handset was returned for. After spending well over 30 minutes on the phone to 191 and not being offered a remotely satisfactory outcome I have requested my PAC. Very dissatisfied with the whole experience. If a mobile wasn't completely essential for my job I this would not have been such an issue. I had hoped that this could have been resolved without having to move to another network but it would appear that new customers and not loyal customers are Vodafone' s priority. I would be most grateful if someone could contact me to let me know if there are any costs involved with me leaving Vodafone as even after spending a considerable amount of time "talking" (on hold) to 191 I have not been given this information.

[FelixDaHousecat]

you'll need to pay off the remainder of the contract minus vat and a 2% discount

FDH

[gjc1975]

Thanks FDH but it would be professional if Vodafone themselves were to offer some advice.

I forgot to mention that whilst I was on the phone to upgrades rapidly loosing my patience a line manager actually informed me that it would not cost me anything to cancel my contract................

[Trev]

Hi glc1975

I'm sorry to see this issue is still ongoing.

Myself and the team would be happy to help you in this matter if you wish, be that to confirm what’s needed to pay, and the process of, disconnection, or the negotiation of an upgrade.

We already have your details from the email Dave sent to you, so just respond to that email chain with any questions, or with the best time and number to contact you if you wish to discuss this further.

I'll look forward to hearing from you.

Regards

Trev

eForum Team

[gjc1975]

What email?