Repair problem

[Laurabe]

Upgraded in December, had phone for about 6 weeks when it would randomly power off a few times per day, eventually it just died. Called insurance who said covered under warranty and so send for repair via vodafone shop. 10 days later no update on repair so contacted customer services. Turns out the phone cannot be repaired, its been confirmed as being faulty and so in this case the repair centre would offer a replacement. Problem is the repair centre do not have a replacement phone for me. Vodafone customer service say its not their problem  its for the repair centre to resolve, the phone is a Motorola Z2 Force. Repair centre offered an alternative Samsung S8. I am not happy with this and so I wondered is there grounds for mutually terminating my contract, as my contract is for the Moro z2 force. Very frustrating as a quick check on Vodafone website shows the Moro Z2 Force is in stock, but as the repair centre don't have one I'm out of luck. 

[AnnS]

Hi @Laurabe

You won't be able to cancel the contract due to a faulty phone.  The contract comes in two parts, the airtime and the equipment part with the phone not being part of the contract.

However, you are entitled to a working phone and Vodafone have offered a replacement a Samsung S8 to replace the unrepairable phone you took in for repair under warrantry.

If you are not happy with the offer, there is no reason for Vodafone being unable to offer an alternative phone to go with your airtime contract.

[Laurabe]

Ok I understand that I guess so could I be expected to be downgraded to a SIM only price? Paying through the nose for a high spec phone and insurance , don't see why I should have to settle for any handset that they chose especially when my contract is with vodafone and vodafone do in fact have the handset in question in stock 

[AnnS]

Hi @Laurabe

Fair enough.  The phone is available, you need to be happy with the equipment you are using.  Hopefully, Vodafone will be able to come to an agreement with you.

[BandOfBrothers]

Vodafone will have a list of phone's that are compatible to your original phone they can offer. 

If a phone is discontinued then they can only offer an alternative if the original is not available. 

An option could be to accept the s8 then sell it and use the funds to buy a phone of your choice. 

A replacement phone is typically a mint refurbished model i.e. not a new one which is pretty much standard across the industry. 

[Laurabe]

Band of brothers it is not discontinued, it is new to vodafone, it is available now on Vodafone website, I only upgraded Xmas week

[BandOfBrothers]

Hi @Laurabe

I was talking broadly about what the options can be which why I said "if"

Sorry if my reply didn't come across clearly. 

[Laurabe]

Vodafone have replied to me again via Twitter and said they can order my phone in.. Hopefully this will be sorted out. Thanks

[spencer24]

Your lucky when my phone went in for repair vodafone broke it even more then said I did it so they won't replace it. So faulty phone still have to pay contract and no Warrenty. 

[Laurabe]

Hi Spencer, that's awful. The repair centre never disputed the fact that mines was faulty, just a like for like replacement is all I want as I'm not even 2 months into a 24 month contract