How long do your repair service deem as "too long" to wait? 6 weeks and counting...

[daveyh444]

I was passed a phone along by a fellow VF customer (my wife's nan). The phone is still under contract for another year which she is paying for, her and her husband have contracts which upgrade at alternating years.

I have had the phone sent off for repair as the previous owner would leave the phone screen on with Facebook and the keyboard so these elements have been burnt into the screen. I waited 3 weeks to receive a lesser handset as a replacement (32GB handset instead of a 64GB one.) At this point I was told that I have the right to demand an alternative handset if a replacement cannot be issued within a reasonable timescale.

2 weeks later I went in to ask why I haven't received the correct handset yet and the member of staff who told me I can demand an alternative handset said I'll just have to be patient and didn't even offer to chase up the repair centre.

Another week later, 6 weeks and counting and still nothing. At what point will Vodafone actually honour their warrenty?

Unamused to say the least because we are paying for a phone we havent had in our possession for 6 weeks.

[daveyh444]

I forgot to mention, when I realised their error,i promptly returned to the store to have it rectified

[BandOfBrothers]

Hi,

Vodafone Help and Support Link > My-device-is-being-repaired-how-can-I-track-its-progress.

Repairing-a-faulty-phone-or-device.

The timeframe can depend on how quick the phone has been sent off to the repair centre, how fast an engineer has been able to assess it ,and if it can be repaired in house ,or if it has to be sent to the manufacturer for assessment and if the fault has been deemed to come under the manufacturing warranty. 

A piece from Vodafones Blog > blog.vodafone - phone repair.

It's rare to come across screen burn nowadays to be honest. 

What make and model is the phone may I ask ?

In my experience an alternative phone would be offered if the original could not be fixed under the Manufacturing Warranty and if the original make was discontinued. 

If a person meets the criteria then a Loan phone can be issued if one is in stock. Link > Courtesy-phone.

On a side note - When I'm speaking with people who have a handset issue I suggest going to the manufacturer first for help and advice, as in my experience they do have more scope when dealing with their own hardware and software. 

Please do perservere with Customer service on 191 or Live Chat as they have the required access to help you. 

I hope this is sorted out ASAP as you do seem to have been waiting a considerable time. 

A person can also write to put their concerns across. 

Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN.

[daveyh444]

Hi, the phone in question is a Samsung Galaxy S6 Edge. I disagree with screen burn being rare since nearly every phone with an AMOLED display has several reported cases of this. They have already honoured my warrenty as far as the screen burn goes (they replaced the handset as the display was permanently damaged). I am still waiting to receive the correct handset back having sent the wrong one back.

I was also told by the staff in the store that the repair centre will be told to make this a priority and promised the correct handset back by the end of the week before last.

[Getafix]

You should have sent the phone to Samsung. They would have sorted this out very quickly.

You can ask for Vodafone to send it back to you and take it to Samsung.

You can call them to find your nearest centre or arrange for pick and return service.

[daveyh444]

It's highly doubtful that Vodafone would send the original phone back to me for me to send into Samsung, and Samsung would probably tell me to "F" off if I asked them to exchange a 32GB S6 Edge for a 64GB one because of Vodafone's error.

Also, BandofBrothers, I had a good laugh reading through the segment of their blog about phone repair, if I was sat in a chair I would have fell off it in hysterics when I read about their "48 hour" turnaround time.

[Getafix]

Samsung will repair the phone. Why would they give you another phone?

Is that not what you want?

[daveyh444]

Well I was hoping Vodafone would repair it as they offer that service. I just fell foul of their lies.

Also it's funny how quiet Vodafone are on the issue.

I have sought help via live chat and just been passed around the building.

[daveyh444 · Accepted solution]

After being passed around the building and going back into the store, it was discovered that a Samsung Galaxy S7 Edge and a 64GB SD card had been sent back for me in lieu of a 64GB S6 Edge, the repair centre hadn't updated the tracking to say that the repair was complete, nor did the store message me to say that it was available to be collected. The member of staff was absolutely baffled by this too.

[BandOfBrothers]

Glad to hear this has been resolved. 

It's a nice phone - I'm currently using that model too.