Problem with repair centre and phone exchange

[Sebski]

Hi people, I'm having a quite big issue with service provided by repair centre. Long story short; I was forced to send my Nexus 6p to repair centre as phone has developed a fault with speaker and microphone...as repair centre was unable to repair it or exchange it to the exact same model I was offered a different phone, Huawei P9 to be more specific. Nobody asked me if I'm happy about this exchange nor informed me my old old was beyond repair. After 2 weeks of wait I've had a phonecall from customer service today (after a complaint) informing me, my new phone is ready for collection but it's not the 6p but P9...and telling me if I'm unhappy with it I can work it out with people in the store. Nobody knew anything about this in the store, they've been passed my new handset with a letter stating "it's an upgrade and you should be happy getting it for free" and if I'm unhappy about it I should contact customer service. Honestly, telling me 10 times I should be happy as this is an upgrade isn't working. I refused to collect it as getting a Nexus 6p(due to screen size and pure android) was a main reason of me staying with vodafone. Case was now escaleted to a phone repair manager but I've still not had any answer. Did anyone else experienced a similar situation? I know P9 looks better on paper but to me it's a downgrade not an upgrade. TIA

[BandOfBrothers · Accepted solution]

Hi,

In my experience another make and model is offered if the original phone is discontinued and one is no longer available from the pool of stock. 

A selection of handsets of comparable specs and cost to the original are offered. 

I've not come across where a person has had one particular model presented with no other option. 

If this is Insurance through Vodafone then if this was my situation I'd certainly raise this with the insurance company. 

I understand your awaiting contact from a department and i hope and I hope you reach an amicable resolution. 

[Sebski]

Thank you BandOfBrothers. Phone wasn't covered by insurance, but apparently faulty microphone is a common issue with 6p. It actually baffles me how can repair centre/Vodafone think it's ok to impose something like this on a customer. Hopefully it will get resolved as I'm not looking to get my old handset replaced with newest apple device. The lack of any comunnication with customer is frightening.

[BandOfBrothers]

You're Welcome. 

One piece of advice when concerning Manufacturing Warranty is that even though it's expected of a owner to approach the seller / retailer of the phone for assistance I find that the Manufacturer themselves are usually only too happy to try and help. 

They imo can offer a more bespoke service than a repair centre as they know their hardware and software better and know the value of good P.R. 

[Sebski]

That was my first thought to be honest. Unfortunately I've read horror stories about Huawei UK, at least I have my lesson now; if you want a nexus/pixel handset, get it directly from Google (I have never experienced better customer service/aftercare). Hopefully Vodafone will come up with some solution to this issue, as it's my 3rd week without a phone now and I'm not a happy chap.

[SKYMAN513]

Can I ask how long you had the phone before the fault occurred.

[Sebski]

SKYMAN513 6 months before microphone started going funny, few days later same with speaker. It's a great phone but as microphone issues are quite common and handset is/was quite expensive...I won't be getting another Huawei device.

It's all sorted now, but I'm still not 100% happy. I ended up with a new 24 months contract(worked out as additional 7 months to my old contract) and for £5pm more I was offered S8 Plus, for free + 24GB of data...Not too bad for £36pm, but it took me another 1hr with customer service to sort it out (I had to ring them myself, despite being promissed that an agent will contact me ASAP). Oh well, at least I have 30 days to change my mind.

[SKYMAN513]

in my opinion you will not find a deal like that any were else especially for the s8 plus 

I have an s7 edge and I think it's an excellent phone so the s8 is in another league.

Good luck and if you get time and go ahead you will have to let us know how good the s8 is with daily use

[Sebski]

I was actually unable  to find any better deal. But it still doesn't change the fact how it was handled from the beginning. Sales agent was unable to give the exact delivery date, so from what I was able to gather it should be 20th or 22nd...

[SKYMAN513]

Totally understand,I am experiencing 

Customer service problems at moment my self.what I have noticed you get a lot of helpfull people but it only takes one bad apple to rattle the tree, I hope your phone is as good as it looks (imo)to make up for your time and other issues