FAULTY SURE SIGNAL AND POOR CUSTOMER SERVICE (URGENT)

[mi1ccu]

Hi
I rang up customer support yesterday because my Sure Signal had stopped working (not one light on it at all) and was told that they would reset my sure signal remotely and that if it had not started working in about 30 mins that to ring back . So I rang back in about an hour ,I was waiting on customer services to answer my call for nearly an hour till I got fed up and put the phone down.
I rang back this morning which was not to bad of a wait and got talking to some one who said my sure signal was out of warranty and completely faulty and needed replaced.  She said since I was a good customer  that if I go to my local store that they would sell me one for £59 and that she would leave a note on my account that they were to ring them up and they would give me a refund od £59 to my account.  So I went straight down to my local store about 10 miles away from me to get it sorted out.
I need a sure signal as service where I live can be patchy , even thought I have offered Vodaphone a site for a mask to improve service in my area on numerous occasions, but they have not taken me up on the offer.
When I got to the store they told me that they have not had a sure signal in over 2 weeks and that they did not know when they would get any in again !  So now I still have no sure signal and a wasted journey as well.  When I got home I rang customer support and they told me that they had no sure signals and that they are waiting for them to come in , but the other customer service person said they had.

It was a waste of time my time phoning customer support and driving to the local store.
Very poor Customer Service Vodafone !!!!!!

Can somebody in this matter quickly ???????????????

Regards
Ian Morrow

[BandOfBrothers]

Hi

Sure signals have a 24 month warranty. 

It may also be worth trying a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. Even if lights / power are showing. They are available on eBay for around £10. From member cineriv "But firstly, have a look around for a suitable unit with a 12 Volt output @ around 1.5Amp capacity that you could 'borrow' to prove the fault. Suitable units can be found on external hard drives, monitors, printers, routers etc.etc."

[mi1ccu]

Hi

It is a sure signal version 3

[Rahim]

@mi1ccu Our Vodafone Sure Signal's are currently out of stock online and via calling our Customer Services team, 

You can keep updated by speaking to our Live Chat team to check when they will be available to order again.

Sorry for any inconvenience this may cause.

[gsmsecure]

Is this a version 3?

If so and all lights are out, see my posting regarding failed units..

[mi1ccu]

Yes gsmsecure

It is a version 3 and all lights are off and it is completely dead

[gsmsecure]

A bit pointless recommending you try an external 12v power supply then!!

I gather it's been removed from the power socket, if not do so immediately.

PLEASE take 5 minutes to contact BBC Watchdog using the link below.

https://ssl.bbc.co.uk/programmes/b006mg74/contact

Put the subject as Vodafone SureSignal failure then tell them the full story, especially how it failed, how old it was and the problems you have had getting a replacement and now having to wait without signal whilst waiting for your replacement..

Don't bother with Trading Standards, they are a waste of time and they'll be involved involuntary at a later date...

Have you tried local Vodafone shops as some are buying from here then calling to demand a refund and getting one that way?

[Reverend2008]

Can I suggest you try the 3 network instead?  They have excellent customer service and also have a Sure Signal type device for bad reception areas.

I, for one, am moving to 3 as soon as my Vodafone contract is up, and so will the rest of my staff be.  Because, like you, I have had awful service from Vodafone and a faulty Sure Signal that they refuse to replace.

[gsmsecure]

Reverend

You state that Vodafone have refused to replace your SureSignal.

Is it a Version 3?

If so, and the device has failed due to power supply issues, then they have agreed with Trading Standards to do so regardless of warranty status.

I gather you have reported to Trading Standards and the BBC that you have been refused a replacement, if not, why not?

You have legal rights to a replacement under Sale of Goods laws as well as Vodafone's agreement to replace so therefore suggest you report it to investigating bodies and pursue Vodafone for a replacement or refund of the original cost.

IT IS IMPORTANT TO BRING IT TO THE BBC's ATTENTION, ESPECIALLY YOUR CUSTOMER SERVICE EXPERIENCE AND THE CAUSE OF FAILURE...

[gsmsecure]

Did you get anywhere with this and have you contacted BBC's Watchdog?

If not, please do so as soon as possible..

Not sure why Rahim suggested ordering when you are entitled to a free replacement and should be contacting you to arrange and not be suggesting you buy one!!