07-05-2011 08:32 PM
I'm posting this as a cautionary tale for all fellow Vodafone users so you have an idea of what kind of service to expect from this large company. My Nexus One handset started to fail some weeks ago with overheating and rebooting and got steadily worse until it was doing it multiple times a day.
I bit the bullet and finally got in touch with Vodafone about having it replaced but was told it had to be repaired when I spoke to the repairs team on the phone. The handset itself is insured by Vodafone so I contacted their insurance dept who again told me it would need repairing despite me explaing the fault in detail to the both and making it clear that a repair would not solve the issue and it would need replacement.
As this was the only way to move things forward I took my phone to Vodafone Eastleigh and again explained the problem only to be told all they could do was to send it off for repair. This was done on the 16th April and I hadn't heard a thing until I contacted the repairs team on 6th May to be told it was sent off to HTC for further repair, 7 working days after it was received, I was advised that it would take another 10 working days before it return!!
This means that the total repair time will be about 6 weeks!!!
To cap it all off when I tried to complain about this to Vodafone via the webform which I was directed to the reply I received was clear that they hadnt even read the complaint as they were providing me with information on how to send it off for repair!!!!
So let this be a warning if your phone fails then vodafone won't listen, won't tell you anything until you call them, won't return it to you in a decent time frame and finally when you complain they won't even read it!
07-05-2011 09:47 PM
08-05-2011 09:00 PM
Further update, got another email from VF customer service which was far more apologetic and had read my complaint although an offer of 2 months credit for my line rental has now be removed! But i'm confused as I had been told they had already applied it to my account. No idea whats going on now apart from still not got my phone!
10-05-2011 01:01 PM