21-02-2012 07:34 PM
So here is the issue; I had recently noticed the 'black piece of rubber' that houses the camera, speaker and signal module on the back of the phone starting to come away from the metal hard case.
At this time I noticed connectivity issues with my WIFI, 3G and signal. The only way to get round the issue was to hold the top of the phone and 'act' as a aerial myself in order to get connectivity. Around the area that it was coming away, the phone would get extremely hot when charging, using WIFI and making calls.
As the phone was 5 months old and still covered by the warranty from HTC I sent it off for repair. The phone was checked by a Vodafone employee instore and said yes, there is a definate fault with the phone and that it will need to be sent away and is covered by the warranty. He explained the area that the rubber is coming away is where the power and signal go through and why it will be getting so hot.
So I the customer was pleased, after being a client for 4 years thought that Vodafone were putting their clients first and that my phone would return fixed. This I hoped was the case, a few days pass using the Samsung courtesy phone that I was given and I get a call. It is a customer service rep explaining that 'I' have physically damaged my phone and that as I do not have insurance I will need to pay £100 for it to be repaired. I explained that the phone left my hands in perfect condition (other than the fault it was being sent away to fix). I asked that my phone be returned immediately to me as I am not at fault. Its been a few days, no text received to say 'come and pick up your phone'
I have to be honest, I don't know what I expected to happen. It seems companies are more happy with getting you in and out the door quickly and then when the customer faces trouble they duck and dive blaming the customer and making excuses that they are unable to do anything.
So, facing the rest of my 24 month contract with a broken phone that I am paying for will be fun. I've researched getting out early but seems Vodafone have ensured I stay with them as the charge to leave early would be £450.
Thank you Vodafone, Not that anything will come from this forum post. The only thing that will come from this are potential clients reading before they think of getting into a long contract with you.
A.Nother Neglected Customer
22-02-2012 07:32 PM
I am sorry you feel neglected as I assure you that this is not how we want any customer to feel.
Our repair centre is very thorough when checking a device and are the experts in their trade and if they have found this with the device I am unable to overturn their decision.
We recommend insurance with our products as they are often very expensive pieces of equipment.
Most of our handsets are covered with the manufacturers warranty for the duration of the agreement, like most warranty’s physical damage or water contamination does not fall under this.
I have sent you a Private Message in order for us to trace your device.
You can find your PM inbox here.
22-02-2012 08:42 PM
Thank you for getting back to me,
As you have mentioned, the repair centre are thorough in checking the handset for physical and water damage although my point has been missed.
When I sent my phone off in-store the phone was free of 'scratches' (as per the customer service rep that called me saying it had scratches and is physically damaged) therefore I would like to know how this has occurred? How secure was my phone sent away? If it has been damaged in transit I am no longer liable as Vodafone were in possession of my phone.
So far, I havent received my phone back....its been over a week...i'm paying for a service and phone that I cannot use which is infuriating. I've sent a few messages using the WRT135 and received back answers that have nothing to do with my question. The last reply was asking if I would like to send my phone off? When my phone is still with you!
I know that this isn't directly your fault, but I cannot help but thinking that I'm going to get nowhere and that because its taken so long that my phone is now missing. I have 19 months left of my contract, I will then leave Vodafone as I feel completely let down. I've tried to get this resolved on the phone, forum, twitter, email and facebook all coming back with 'email here' with the subject WRT135 to which I do not get my answer.
It was nice of Vodafone to give me a courtsey phone worth a tenner but i'd prefer my HTC Desire back please! - Please can you track my phone down?
23-02-2012 08:50 PM
Thanks for coming back to us.
I'm surprised you've not had a proper answer by now as the team that works the email queues are the same team that work the eForum and we're very proud of our expertise and ability to resolve a query.
Could we continue the discussion vie the email chain, please? Its best we deal with this privately as its account specific in nature.
In the meantime could you let me know the repair reference number and we can chase this up for you?