Galaxy S8 won't turn on and very poor response from Vodafone

[kevinp5050]

I received a Galaxy S8 on 24th May on a Business Contract, phone was fine until I went on holiday 17th June 2017 when I powered phone off on aircraft and it has never powered back on since. Tried calling Vodafone support and spoke to Customer Services and Technical Dept but could not get the phone powered up.

It is now 12th July, so 26th day since the phone went faulty, and so far I have had no satisfactory response from Vodafone. I have now put in 2 complaints, tried to contact Account Manager several times with absolutely no response, severe lack of care by customer services and the complaints team dont do what they say they will do.

I have been told to take phone to a store for exchange only for the store to refuse an exchange because the phone buzzes when you try a hard reset. Try to say the screen is broken because it powers up but nothing comes up on screen. The phone is not broken it is faulty.

I would advise anyone getting an S8 to make sure that it powers on and off OK and would advise using another supplier rather than Vodafone.

A business mobile that has not worked for longer then it did work but still waiting action from Vodafone. Good job I dont rely on it for business or I would be bust by now !  

[BandOfBrothers]

Hi @kevinp5050

Can you get to a Samsung service location. They can be found in this link > http://www.samsung.com/uk/support/servicelocation/

Some carphone warehouse have repair centres in them too. 

Although it is normally the seller / provider of the phone that upholds the manufacturer warranty the manufacturer themselves are usually also keen to help. 

What type of hard reset are you trying I.e what button pressess  ?

[kevinp5050]

Hi,

Thanks for the response, there doesn't appear to be a Samsung Service Centre anywhere near my location.

I have tried every combination of button presses using volume up/down, power button, bixby button and home button and I can get the phone to buzz and sometimes get a small blue light for about 10 seconds but nothing powers up the screen.

I have another complaint in with Vodafone so will no doubt get a call within 48 hours and am still trying to contact our account manager.

I expect things will get sorted eventually but the response from Vodaphone is awful.

Thanks for trying to help. 

[AnnS]

Hi @kevinp5050

Although the forum can only help with consumer contracts and do not have access to business accounts, you should have a personal business manager.

Depending on the business tariff you are on, you should have damage insurance with Vodafone Rapid and if your phone is damaged or broken, Vodafone should have a replacement in your hands within 4 hours.

Although you have already been down the route, the best way forward is to try and contact your business manager through the business customer service channels.  You will then be in the best place to get the support you need for your phone replacement.