My phone repair

[RICHB4]

I have sent off my HTC One M8s to Vodafone for repair at the end of August. I have still not had my phone back?!

I have had 3 online chats initially with Vodafone, who have bascially lied to me! Each time i gave them a ref number etc, they said that the phone was being returned by courier - one time they even gave me a DPD courier ref to check on the progress. Unsurprisingly there was no such delivery with DPD. When I raised this with Vodafone they apologised and gave me £10 credit off my monthly bill. 

When I have called 191 I have got nowhere. One person tells me the phone is with a repair centre but I am not able to speak to them direct. One person told me it is with the HTC repair centre - I have checked with them and it is not there!?! I have been told by customer services that someone from the repair team/centre will email me or call me to advise on the status. Again this has not happened.

This is bascially a shambles. Bad customer service is sometimes understandable but being lied to as a loyal Vodafone customer since 2001 is just not on.

If someone has had the same sort of experience i would be interested to hear from you and how/if it got resolved.

If anyone from Vodafone reads this and is able to assist me that would be great. 

[BandOfBrothers]

Hi

I'm Not surprised your frustrated at so many contradicting pieces of information. 

If this was my situation I'd ring Vodafone Complaints on [Removed by admin] – the call is free from all UK landlines and mobiles.

[RICHB4]

Yes I have called them, same reply from them. They told me I could escalate to the ombudsman. I just want someone to explain where the phone is as no one seems to know?!

[BandOfBrothers]

And that's a reasonable question. 

Normally the Communications Ombudsman i do not think get involved with hardware but do engage with billing / contract disputes etc however it's worth checking and if Vodafone cannot remedy after there allowed 8 week timescales. To circumvent 8 weeks Vodafone would need to agree to supply a deadlock letter. 

Link > ombudsman and what-can-we-deal-with-communications.hl

[kids]

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@RICHB4 wrote:

Yes I have called them, same reply from them. They told me I could escalate to the ombudsman. I just want someone to explain where the phone is as no one seems to know?!

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There have been a few posts over the past few months from people who have the same problem as you have.

In one case it took 8 weeks for the lady to get her phone back as nobody at Vodafone could say where it actually was.

There seems to be a lack of ability to keep track of a phone once it has been sent off for repair. 

It is pretty appalling when Vodafone seem to want to wash their hands of the problem and tell you to sort it out yourself and go to the Ombudsman.

If my memory serves me correctly one of the Vodafone Tech Team was able to intervene in the case I mentioned and locate the phone, so hopefully one of the team will see your post and be able to offer some advice.

[RICHB4]

Fingers crossed! Thanks for replying.

[Retired-Cara_B]

Hi @RICHB4

I've private messaged you.

Cara

[RICHB4]

Hi Cara, i have sent the email. Can you advise what good (if any!) this will do?!

Rich

[moghm]

New to this forum, joined due to my issues not being resolved in like 5 months. Curious, what purpose does a private PM serve ? I am seeing a lot of this. Very strange behaviour......

[drey_p]

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@moghm wrote:

Curious, what purpose does a private PM serve ? I am seeing a lot of this. Very strange behaviour......

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Why is it strange?  I don't know about you but I don't post personal info on a public forum.  Instead it is requested via PM.