Replacement handset - Samsung Note 4 black

[amcamc1]

Hi

My phone has been in repair since 15/11/2016 (was originally returned to store not fixed due to dispute which was resolved and sent back to repairs team).

The repairs team have accepted that the phone cannot be fixed and have apparently ordered a replacement handset (from Vodafone on or around 30/11/2016). My question is does anyone here know how long this is going to take (rang on Friday and was told give it a couple of days, rang today to be told another couple of days).....

VF still charging full monthly tariff for 4g and no proper phone for nearly a month.... Any advice on how to speed this up or this just a waiting game?

[BandOfBrothers]

Hi

I would think they are maybe sourcing a replacement of that model and type. 

The tariff your paying isn't connected to the phone but the sim card. Appreciate what your saying though. 

Can I ask if you were aware Vodafone have a courtesy phone system to provide if they have one in stock so you can use your allowances as this is resolved. 

Or are you using a temporary phone. 

On regards to timescales I can only advise to continue to persevere with customer service. Easy enough for me to say I know. 

[amcamc1]

Hi Lee

Thanks for your reply. No, I was not aware of courtesy phone option - I am using an old iphone 3gs that I had at home as temporary phone.

Will persevere waiting but it is odd that no-one  at Vodafone can tell me exactly how long I need to wait for the replacement handset and not be fed misleading timescales when I call.

VF customer relations told me to go in store tomorrow to collect phone, based on original estimated date, even though I spoke with repairs team today and they said the status was phone has been ordered and not yet received from VF and I should wait another two days or so...

Tracking on my second repair attempt shows latest position as:

 Job Created 26/11/2016 09:00:51

• Despatched From Store 26/11/2016 09:06:33
• Received At Repair Centre 29/11/2016 11:14:25
• In Repair 29/11/2016 12:26:02 29/11/2016 13:38:13
• Repair Completed 30/11/2016 14:35:16 (cannot be repaired)
• Device Despatched (not ticked)

[BandOfBrothers]

Hello @amcamc1

I would have thought the store could have mentioned the service of a courtesy phone. All that depends on one being in stock and are usually feature phones or basic smartphones.

It sounds like your caught up in red tape awaiting for one department to speak to another. 

[Rahim]

@amcamc1 Sorry to hear about your experience. 

Have you received any updates yet?

[amcamc1]

Hi

Thanks for asking...

After chasing for an update and being sent to go to store for no reason and then chasing again, I have been told an alternative phone will be provided but I will have to wait to around 15th of the month (by which time it will be a full month from when I took my phone in for initial repair).

I remain optimistic but will be aggrieved if no compensation is made for the fact that I have not been able to make full use of my monthlly tariff (esp data traffic when out and aboout).

I am looking forward to receiveing the replacement next week and will take this a step at a time. Cheers!!

[Rahim]

@amcamc1 Thank you for keeping us updated! 

Let us know if there's anything we can do to help. 

[amcamc1]

@Rahim Thanks for your input.

Just to update - I have received a samsung galaxy s7 edge as replacement as original Note 4 could not be fixed. However, I have not been given any written proof of purchase or ownership. Having filled in online form for proof of purchase I have been referred to Carphone Warehouse for that. I have not had any dealings with CW so not sure why that is relevant and am confused.

Can anyone advise how you go about getting proof of ownership or purchase for future reference, if I need to claim on my home insurance etc I am sure they will ask for proof of ownership etc.

Kind regards

AC

[Will]

Hi @amcamc1

Our dedicated Live Chat team will be able to help you with this.