03-11-2011 10:34 AM
OK, So I've been a Vodafone customer for 12 years and have now felt the need to register for the forum in order to
register my disgust with the recent treatment I've received from Vodafone when dealing with the first real problem
I've encountered during this time.
In October 2010, I upgraded my handset to the then very current HTC desire. Because of the explosion of
smartphones, I'd held off from choosing a new handset until I'd assessed the correct device and contract for my needs
As an IT professional, I'd made the decision that the android platform and in particular the Desire was the device
for me. For the first 3 months, all was well, until my phone developed the now "infamous" reboot loop problem.
Being a realist, I understood that this kind of thing can happen, so contacted Vodafone in February 2011 and
arranged a repair.
This was "repaired" and sent back (1st repair), however when turning the phone on, switching on the navigation app,
phone rebooted so therefore the fault still existed.
Still calm, I contacted Vodafone who advised they could send it for repair, so I contacted Vodafone and had this
repaired yet again.
Then in May 2011, the reboot loop problem reoccurred, so I contacted HTC direct and had this repaired yet again (2nd
They advised that the firmware had been flashed the first couple of times, however this time they had replaced the
system board. Being a "techie" I verified this by checking the hardware numbers.
All was fine until 15th August 2011 when a new fault developed. The camera failed to work, the internal speaker
failed and the LED failed. Bit of bad luck with this phone I thought. Works well when the hardware doesn't fail.
Back to HTC again to arrange another repair (3rd repair). Loved this phone if only the hardware works for longer
than 2 months at a time.
Firmware flashed again, a couple of weeks later, the problem re-occurs and back to HTC for an alternative
HTC get a replacement to me beginning of October and after 1 weeks, the replacement phone fails to boot.
I contacted HTC direct who offered to repair my replacement phone. As I suggested, this is not acceptable and they
suggested contacting my provider to see what can be done.
And here my Vodafone woes begin.....
I contacted Vodafone early October detailing my problems with the handset (at this point, the contact is still not 1
year old) and asked was there anything that can be done to get me a replacement handset.
The chat operator advised they would escalate to their manager and get back to me.
I contact Vodafone again on 13/10/11 whereby a chat with yet another nice operator finished with him seeking advise
from yet another manager because I was unhappy to pay "£150" to bring forward an early handset upgrade to replace my
faulty phone or unhappy to pay £300+ early termination fee.
1 week later, no update, so on the 22/10/11 I contact Vodafone yet again and make my situation clear that I want a
resolution to my problem. I'm offered another repair on my faulty phone, another replacement nearly new phone (which
I'm loathe to accept at this point) or else the chance to upgrade early for £150 or pay ETF.
At this point I request my PAC code and make it quite clear I'll be paying neither upgrade of ETF. I hadn't
received my PAC code by 1 week later (as a busy man, I don't have time to be chasing this) so I contact Vodafone on
28/10 @ 18:30.
I explain my situation and for my PAC code which is given to me and I was also offered the chance to repair my
handset. Explaining how it was no longer acceptable, I was eventually put through to a manager who after much
debate gave me a choice of 3 "nearly new" phones, however I had 5 mins to make a choice of a Blackberry (not an
Android device) and IPhone (not an Android device) and a Samsung Vodafone 360 which I was assured was the only
Android device available which arrived last night and is not an Android device.
Now I don't believe during this farce that I've been unreasonable in my expectations of wanting a working device, on
my preferred platform but the service I've received from Vodafone in the last 4-6 weeks has been absolutely
Let this serve as a warning. The end of a 12 yr. relationship is nigh!!
03-11-2011 10:52 AM
03-11-2011 03:39 PM