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. 

[CAC76]

Been with Vodafone 24 years, first time I have ever had to claim on their insurance.

Lucky you can move in May, I've got to wait until next November...

[Retired-Viki_R]

Hi @CAC76

Sorry to hear this hasn't been resolved for you yet.

The repair centre would be who has your phone and so it would be up to them to investigate and give you an update so I'm unsure why they're asking you to come to us for that update.

Thanks,

Viki

[CAC76]

Viki,

the problem is my phone has never arrived at the Repair centre. Ive been informed the bag containing my phone has gone missing between leaving the store and arriving at the repair centre..

[RICHB4]

Pleeease can you start your own thread with your own query!!

Thank you.

[Retired-Viki_R]

@CAC76

Okay, in that case you would need to go into the store and the store will check SID for a consignment number to confirm it was despatched and arrived to the repair centre.

If it's a case it's gone missing the store will need to raise an investigation with the warehouse.

Thanks,

Viki

[RICHB4]

Any chance of you helping with my query, Viki? This is my thread after all?!

[Retired-Viki_R]

Hi @RICHB4

Please provide me with the reference number for the email you sent so I can look into this for you.

Thanks,

Viki

[RICHB4]

WRT165 [#14401533]

[Retired-Sarah_L]

Hi @RICHB4, 

I can see that our team have received your latest email yesterday - they'll be in touch as quickly as possible. 

Thanks, 

Sarah