Samsung Galaxy S Series

[kennyl]

how do you make a complaint to vodafone and get anywhere have been trying for three weeks to get call back or a second opinion on a phone they say is water damaged. That iam 100% sure has never been near water. Phone is only two month into 24 month contract. Handed into vodafone for repair with yellow warning triangle and thermometer on screen comes back as water damaged the same as 4 other phones i have handed in the past.  THIS MUST BE EASY GET OUT NOT TO FIX!

[Jane1111]

I have a Galaxy S and despite it being nowhere near any form of liquid I have been told that the phone will cost £100 to repair because of this. I keep my phone safe in a closed bag. Never take it in to the bathroom. Haven't made calls in the rain. Yet this is the situation. I am paying £30 a month for a package that is now useless. The Galaxy is not fit for purpose if it is that sensitive and will show liquid damage when kept in dry conditions. Pathetic product. Would not recommend at all.

Vodafone show no customer service. Despite being a customer of Vodafone for many years they wash their hands of this and are returning to me a dud phone. Needless to say I will not be staying with Vodafone. Unfortunately the phone only lasted 3 months after the upgrade so nearly 2 years of £30 a month for nothing. Rubbish service.

[bertyb]

Hiya, its always a difficult one, you could send it to Samsung, or take it to an approved independent engineer for a different opinion.  If however they agree then there is little that can be done if you dont have insurance.  

Hope you get it resolved

[Northern-dj]

HERE WE GO AGAIN!!!!!

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Jane1111 wrote:

I have a Galaxy S and despite it being nowhere near any form of liquid I have been told that the phone will cost £100 to repair because of this. I keep my phone safe in a closed bag. Never take it in to the bathroom. Haven't made calls in the rain. Yet this is the situation. I am paying £30 a month for a package that is now useless. The Galaxy is not fit for purpose if it is that sensitive and will show liquid damage when kept in dry conditions. Pathetic product. Would not recommend at all.

Vodafone show no customer service. Despite being a customer of Vodafone for many years they wash their hands of this and are returning to me a dud phone. Needless to say I will not be staying with Vodafone. Unfortunately the phone only lasted 3 months after the upgrade so nearly 2 years of £30 a month for nothing. Rubbish service.

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Right as You will Gather we have had this before.

In the Phone There is a sticker that if it changes color then when the look at the phone it says water damage now I have these stickers here i got two from my service centre and i can not use them as they have changed on ther own.

Now we have had a Number of people on here now that have had this taking there phones to the Vodafone shop

Now Here is what i class as a con and i must stress Not all Vodafone shops do this or the Postal repair service.

You go down with your phone it does not work, They then tell youthey have tosend it away to be fixed so you let them.

24 Hours pass (THE PHONE HAS NOT GONE ANYWERE)  they phone up saying the phone is back you think ooooo its been fix well don Vodafone, so you go down

The phone comes out in a Bag and the person says oh sorry it can not be repaied under warrenty cos its water damaged and shows you a dodgy picture sying its your phone ( ITS NOT)

And as you have been told will cost £100 to be fixed

Now there hoping that you will fall for this and agree to it, If you do they shop sends it off for a warrenty repair costing them NOTHING!!!!! Vodaone service repair the phone under warrenty it comes Back repaied under warrenty Key thing here is YOU have paid £100 who gets this ummmmmmmm

Now you can not see this sticker as it is under a screwed cover they also no this

Now you have two Options here

One you get the Eforum to send this off to the service centre and see what happens

(Probs come back fixed or swopped)

Two Contact samsung and ask for your local service centre ( Not Car phone warhouse)

and get them to inspect the phone, Now they will loook at the sticker they also will look at the phone the sticker is only a Guide ( They have had a Faulty Batch) If they find the phone is NOT water damaged Then you need to contact trading standereds

Samsung can fix the phone for you under warrenty and faster But the point i'm makeing is this needs stamping out.

I repair phones and i have don this in front of a Vodafone Manager who tryed this wit a customer

The phone would not boot up so i did a factory reset using my battery as hers had been drained

I was hoping that Vodafone by now would of looked in to this but as there shops are Franchied they don't bother   

I hope this is not the post Repair lot doing this, It does not sound like them

Me personally i would get a Independent secound opinion on this fron Samsung Oh Don't post it to them Go in person 

[Jane1111]

Unfortunately it is the Vodafone repair centre who are saying "liquid damage" when the store phoned to check the progress of the repair for me. Store weren't helpful - if they are franchised this explains it as it will be their profit that is affected if they replace the phone. Vodafone customer services are just as bad. Rubbish all round. I don't know how any liquid damage could have happened. If the phones are this sensitive they are not fit for purpose under sale of goods act.

[Northern-dj]

What was the original Problem ??

Mods can you help This one please

[Dave]

Hi Jane1111,

Thanks for contacting us regarding this. I do appreciate the situation you're in here.

Moisture damage doesn't require you to literally submerge the handset or use it in torrential rain, so it can be hard to understand where the moisture may have come from. It can be extreme or humid conditions, for example, which cause the damage and the reaction.

If the handset has been sent to the repair centre, then this does tie our hands - the IMEI will already be logged on the system and flagged as water damage, which means we'd be unable to resubmit it - the flag would come up straight away.

This is the advantage of the second warranty that Northern-dj mentioned. The manufacturer will not have a record of the "water damaged" verdict as the handset has not been through their system, so if you submit it to them simply as a fault and don't mention water damage at any point, then they will be able to take a look and provide an unbiased second opinion on the handset.

Dave

eForum Team

[Northern-dj]

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Dave wrote:

Hi Jane1111,

Thanks for contacting us regarding this. I do appreciate the situation you're in here.

Moisture damage doesn't require you to literally submerge the handset or use it in torrential rain, so it can be hard to understand where the moisture may have come from. It can be extreme or humid conditions, for example, which cause the damage and the reaction.

If the handset has been sent to the repair centre, then this does tie our hands - the IMEI will already be logged on the system and flagged as water damage, which means we'd be unable to resubmit it - the flag would come up straight away.

This is the advantage of the second warranty that Northern-dj mentioned. The manufacturer will not have a record of the "water damaged" verdict as the handset has not been through their system, so if you submit it to them simply as a fault and don't mention water damage at any point, then they will be able to take a look and provide an unbiased second opinion on the handset.

Dave

eForum Team

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I don't think she mentioned water damage in the first place 

So if were not aloud to use the phone in a Humid area that rules out all areas in the UK then

What is Vodafone going to do If Samsung Repair the Phone and do not mention water damage ??????

Have Vodafone Returned your phone back ?

[planetf1]

some possible thoughts: * http://www.bitterwallet.com/phone-warranty-voided-by-water-damage-heres-what-to-do-about-it/1438 * does your home insurance cover it (or any independent phone insurance) Maybe I've been lucky but in around 12 years I've had countless phones including smartphones from 2005. The number I've returned faulty is around - 1 for a faulty rear cover (the only physical issue) - 1 for a unfixable sw problem (led to h/set exchange) - 1 for an unbootable phone and we must have had 25+ over that time Maybe it's because I have insurance I never need to claim. Will probably turn around to find my SGS2 dead now...

[Northern-dj]

Vodafone rigle out of most of them other then the small claims court, They send a dodgy photo saying its your phone 

[Tom]

NDJ, the information you've posted in this thread isn't true, and I don't think it's fair that you'd suggest we'd do things like that- the forum is for help and support, not speculation about why we won't repair someone's phone.

Jane1111, I'm really sorry about the situation with your phone, but we're limited in terms of what we can do. I'd really recommend trying the route of a repair through the manufacturer, although repairs at our centre are completed following the exact same processes so it's possible the same conclusion will be drawn.

On the topic of our shops being franchised and profiteering from repairs, to my knowledge we don't have any franchised stores, they're all owned by Vodafone. And repairs are all completed at the same repair centre, which is technically operated by the manufacturers. If there's an additional cost to a repair, Vodafone don't benefit from that, it's simply what it costs to repair a phone.

I wanted to clarify this information as what was written in the thread could be very misleading to anyone else reading the forum.

Thanks,

Tom

[dnairb001]

I have to agree with Tom on this, on a couple of points.

I reluctantly sent my Galaxy S off for repair to a Vodafone repair centre after developing a fault. It had previously been sent away to a Samsung repair centre twice and each time came back with the same fault. The second time it was in considerably worse condition with an older version of firmware and an additional fault. When I got it back from Vodafone it did have Vodafone branded firmware on it but the fault has not yet reappeared, indicating that a different procedure was carried out to that from the Samsung service centres, one that possibly DID fix the fault.

I can only suggest you try Ndj's suggestion and try an alternative repairer.

[Northern-dj]

Thanks tom for pointing out what we all hope vodfaone shold be like, but as this is getting more comman all you need do is Goole vodafone water damage and it is littered with unhappy phone users, all with one thing in commom Water Damage. and all a customer can do is pay up. Should'nt Vodafone look in to this ?how many on here tom not just us are having or had this problems ?jane is not the only one. Jane have you got or are Vodafone sending your phone back .

[Tom]

Hi NDJ,

I think it's the nature of an issue like this that it's likely to find its way onto forums, given the owner of the phone isn't able to get it repaired or get a replacement. It's the natural step for people to go online to try and find another alternative.

There's really nothing for us to investigate, as it's a set of rules which have to be met for a repair to be made. I'm really sorry but there's nothing more we can do with this.

Tom

[zzubnik]

Sorry ot be slightly off topic here:

So, the Vodafone shops are franchises? This would explain why when I was lied to and mis-sold a phone, that Vodafone shrugged their shoulders. The manager of ths shop basically told me to get lost when I put my points to him, and Vodafone were powerless to do anything.

Interesting.

I will never use a Vodafone shop again.

[Tom]

Hi zzubnik,

I clarified in my post that our shops aren't franchises. NDJ's post was incorrect.

Is your query resolved now? If not, start a new thread and the team will help.

Thanks,

Tom

[zzubnik]

Tom. My bad. I must have missed that bit in your reply. Thanks for the clarification.

There is no point in me creating a thread for my query. I posted here a few times,  but you (forum mods) kept deleting my posts about it. Basically, I asked for a specific feature on a phone, and was lied to about what the phone could do. The shop said too bad, I had signed a contract and you (mods on this forum) told me that I didn't get what I asked for in writing, so tough luck.

So thanks anyway.

[Tom]

We'd only remove a post if we'd routed it through to our complaints team. Was this not the case? Didn't we email you?

[zzubnik]

You kept deleting my legitimate complaints, then sending me the following:

"we are currently working hard to complete all queries
and as such are minimising on general discussion through the forum.
I have removed your post to this effect."

I have no idea what this means.  My posts contained the following, but in more detail:

1) You overbilled me for a whole two year contract by never applying "included texts" to my bills. This came to more than £1000 over-billed. You refused to pay me the money back.

2) In the next contract with you, I was sold a phone that was not fit for purpose, and did not do the one thing I asked for when I signed the contract. Again, I was told there was nothing that could be done.

3) I repeatedly had "Mobile TV" appearing in my bills, when I had asked for it to be removed, and it didn't even work on my phone. I had to ring repeatedly and spend hours on hold every month.

My posts were basically the above, with more detail. I can understand why they were deleted, they don't paint Vodafone in a very good light. But, let's just leave it. I appreciate that you guys work hard, and the service on this forum is fantastic now compared to a couple of years ago. Let's just call it water under the bridge. I have learned from this.

Thanks.

[Northern-dj]

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Tom wrote:
Hi NDJ,

I think it's the nature of an issue like this that it's likely to find its way onto forums, given the owner of the phone isn't able to get it repaired or get a replacement. It's the natural step for people to go online to try and find another alternative.

There's really nothing for us to investigate, as it's a set of rules which have to be met for a repair to be made. I'm really sorry but there's nothing more we can do with this.

Tom

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I was shocked Tom that this had happened on the postal repair, as there has not been a problem in the past with them and they have come to the aid before with customers, I was hoping the eforum could come to the aid of the damsel in distress.

As for Vodafone to investigating i was hopping that Vodafone could look in to this issue before it gets worce for the customers

As for the franchise i was refering to your

 2010 Annual Report

Found on 

http://www.vodafone.com/content/annualreport/annual_report10/business/index.html

and the distribution section

which says " 7,600 Vodafone branded stores in our controlled markets which sell our products and services exclusively through franchise and exclusive dealer arrangements."

Now we must remember this is not the eforums fault and sometime even thay struggle with the powers that be, So when it comes to venting anger at Vodafone on here it is not the eforums team fault and they have help and do a good job 

But as this is the only cause of action for people that have been let down by other departments its had for us as members to help if its a Vodafone issue 

Now if Tom is involved then what he says is Normally right !!!!! 

Lets Hope Jane can get this phone back and get it to Samsung , But we have not herd from Her, so can we now wait to here from her now on Here, she might need further help from the eforum team which if i no them they will go direct to help if they can.