Payg smart ultra 6 warrenty

[Dizzyd1986]

Hi I have a Vodafone smart ultra 6 phone brought from vodafone on payg. It's now created a fault where the middle button won't work

It was brought in august 2015 but I understand these have 24 month warranty so I have read on here. I visited Vodafone store this morning and they assured me it was only 12 months even tho I stated it was on eforum its 24 months, so I ring customer help line and they also state it's 12 month and want me to pay to have it fixed. They both insist its 12 months for payg and 24 for contract, so I seem to be banging my head against a brick wall ouchhhh. 

Warranty and insurance

How do I make a claim under Vodafone Covered?

When I buy a device from Vodafone, how long does the warranty last?

Except for Apple products, all devices come with our standard 24-month warranty. If you’re a Pay monthly or Business customer, this applies whatever the length or type of your contract. If you’re a Pay as you go customer, your warranty starts on the day you buy your device.

You also get a 12-month warranty on all the accessories that are in the box when you buy your device.

Read this also but still insist its 12 months for payg

Hopefully someone can confirm my rights thanks in advanced

[BandOfBrothers]

Appreciate the frustration this must be causing.

If the phone was supplied by vodafone directly then I'm at a loss why they'd be circumventing their own information on the Vodafone support pages. 

I've not seen anything that replaces that information in relation to manufacturing warranty terms. 

As I've said please let the team here take a look. 

[Dizzyd1986]

Hello, you're chatting with Himanshu, how may I help you today?

Darrell

 at 13:43, Dec 3:

Warranty and insurance How do I make a claim under Vodafone Covered? When I buy a device from Vodafone, how long does the warranty last? Except for Apple products, all devices come with our standard 24-month warranty. If you’re a Pay monthly or Business customer, this applies whatever the length or type of your contract. If you’re a Pay as you go customer, your warranty starts on the day you buy your device. You also get a 12-month warranty on all the accessories that are in the box when you buy your device.

Darrell

 at 13:43, Dec 3:

Can you please explain this paragraph

Darrell

 at 13:44, Dec 3:

all devices come with our standard 24-month warranty

Himanshu

 at 13:44, Dec 3:

Sure.

Darrell

 at 13:44, Dec 3:

Manily this part

Himanshu

 at 13:45, Dec 3:

Darell, if you have 24 months contract phone then your warrantly will be for 24 months.

Himanshu

 at 13:45, Dec 3:

In pay as you go phones, it is 12 months warranty.

Darrell

 at 13:47, Dec 3:

So the term all Devices come with 24 month warranty followed by a full stop only mean contrat

Darrell

 at 13:47, Dec 3:

Sorry but it does not read that way at all

Darrell

 at 13:47, Dec 3:

It says all devices

Himanshu

 at 13:47, Dec 3:

Yes Darrell, 24 months warranty only comes with 24 months contract phone.

Himanshu

 at 13:48, Dec 3:

However, let me connect this chat to our contract team to help you with the further details.

[Dizzyd1986]

Thanks for the help guys fingers crossed might be getting some where

[BandOfBrothers]

Live Chat can be sometimes be outsourced abroad call centres. 

Things can be lost in translation. 

[Dizzyd1986]

Hello, you're chatting with Abdul. Let me go through the conversation you've had with the representative who transferred your chat to me.

Darrell

 at 13:50, Dec 3:

Ok

Abdul

 at 13:51, Dec 3:

Thanks for waiting Darrell.

Darrell

 at 13:52, Dec 3:

K

Abdul

 at 13:52, Dec 3:

Darrell, you will get 24 months warranty with all the devices except the Apple products.

Abdul

 at 13:52, Dec 3:

On Apple product you will get 12 months warranty.

Darrell

 at 13:53, Dec 3:

Even payg

Abdul

 at 13:56, Dec 3:

On the payg phone warranty provided by the manufacturer.

Darrell

 at 13:58, Dec 3:

So I have a smart ultra 6 which was brought in august 2015 and is now faulty, I have been to the vodafone shop today and the said no 12 months , I've rang the cs team they said the same and been on chat live twice including this chat

Abdul

 at 13:59, Dec 3:

Just to confirm, are you payg customer or pay monthly?

Darrell

 at 13:59, Dec 3:

Payg

Abdul

 at 13:59, Dec 3:

Let me connect your chat to our payg team.

Abdul

 at 13:59, Dec 3:

They will help you with that.

Darrell

 at 14:00, Dec 3:

Ok

Info

 at 14:01, Dec 3:

Please wait while you’re being transferred to the appropriate team.

[Dizzyd1986]

You're now chatting with Deepak.

Deepak

 at 14:01, Dec 3:

Hello, you're chatting with Deepak. Let me go through the conversation you've had with the representative who transferred your chat to me.

Darrell

 at 14:01, Dec 3:

OK

Deepak

 at 14:03, Dec 3:

Thanks for waiting.

Deepak

 at 14:04, Dec 3:

I can see that you're facing issue with the phone. Am I correct ?

Darrell

 at 14:04, Dec 3:

Yes

Deepak

 at 14:06, Dec 3:

Please confirm your ful name and Vodafone number.

Deepak

 at 14:09, Dec 3:

Hi, are we still connected?

Darrell

 at 14:09, Dec 3:

It's my son's phone so I only have the receipt I purchased it him

Darrell

 at 14:09, Dec 3:

It has the account number on the receipt

Deepak

 at 14:10, Dec 3:

Please help me with your exact issue so that I can do my best to resolve it.

Darrell

 at 14:11, Dec 3:

The phone is faulty and needs repairing it's got 24 months warranty but the shop says 12 months

Deepak

 at 14:11, Dec 3:

Is it a pay as you go Phone?

Darrell

 at 14:11, Dec 3:

Yea

Deepak

 at 14:12, Dec 3:

The Pay as you go phone comes with 12 months warranty.

Darrell

 at 14:12, Dec 3:

Abdu

Darrell

 at 14:12, Dec 3:

Just confirmed it was 24

Darrell

 at 14:12, Dec 3:

Payg

Darrell

 at 14:13, Dec 3:

Warranty and insurance How do I make a claim under Vodafone Covered? When I buy a device from Vodafone, how long does the warranty last? Except for Apple products, all devices come with our standard 24-month warranty. If you’re a Pay monthly or Business customer, this applies whatever the length or type of your contract. If you’re a Pay as you go customer, your warranty starts on the day you buy your device. You also get a 12-month warranty on all the accessories that are in the box when you buy your device. Darrell at 13:

Deepak

 at 14:14, Dec 3:

The last advisor confirmed the warranty for pay as you go is provided by manufacturer ad it's 12 months.

Darrell

 at 14:14, Dec 3:

That's is off the web site vodafone

Darrell

 at 14:15, Dec 3:

When I buy a device from Vodafone, how long does the warranty last? Except for Apple products, all devices come with our standard 24-month warranty.

Darrell

 at 14:15, Dec 3:

All devices not payg not contract ALL DEVICE'S

Deepak

 at 14:18, Dec 3:

In this case the best i would suggest you to call 191 and the Returns and Repair teams will help you with the exact infromation but on Pay as you go the Warranty is of 12 months.

Deepak

 at 14:20, Dec 3:

Is there anything else I can do for you today?

Deepak

 at 14:22, Dec 3:

Hi, are we still connected?

Darrell

 at 14:23, Dec 3:

Just copying our chat

Deepak

 at 14:23, Dec 3:

Okay.

[Dizzyd1986]

Sorry I know it's long but being pass from pilla to post and still same results

[BandOfBrothers]

Ok.

Please now await engagement from the Vodafone Team here. 

[thesoupdragon]

Both you and Lee are absolutely correct, you do indeed have 24 months Warranty on your Phone.
The advice given by Lee to wait for the Team to pick up your post here, is the best option.

The Team will help you get everything sorted, they can then also feedback into the business that CS staff need to be educated about Warranty periods.

You are doing everything right.... don't lose hope, it will get sorted! 😉

TSD.

[thesoupdragon]

Just wait for the eForum Team to get to you on here.
They will be able to get this resolved, you definitely have 24 months warranty.