I have had the sure signal box for the last 17 months.
Having lived in an area where vodafone coverage is terrible I purchased the V2 Sure Signal box, out of my own wallet, as did want to leave them. Making up for their own shortcomings if you like...
The Sure signal worked fine for a year then mostly worked for the next 3 months. For the last 2 months the Sure Signal box has ceased to work for outgoing calls at all. It will connect and then drop the call after the first ring everytime.
Having made 5 lengthy calls (Bearing in mind i cannot basically use my phone when at home now) to the customer service support and explaining the issue with the SS box they offered to exchange the SS with a new one, or a new V2 anyway.
A few days later after expecting a new SS through the post, I got an exchange pack for mobile phone repair and on the paperwork saying it is a chargeable repair as out of warranty having been told it would be free. I made another phone call to VF customer services.
After explaining the issue with the SS box and the issue with the 'chargeable' exchange when I was told it was free. The customer service rep told me that if the SS box is over 24 months it is not under the warranty. After I told her that my SS box was less than 17 Months old it is covered by the warranty therefore can they just send me another for free, she then put me on hold and now it was a 12 month warranty period after the previous 3 calls I was told 24 months.
She gave me 4 options.....
1. Get the SS box exchanged - she confirmed the exchange price would be £150.00
2. Order a new SS box for £100.00 - why is this cheaper than the exchange option!!!
3. As I am due an upgrade try to go through that process and get a free SS box with my new contract
4. Or to leave Vodafone for EE or O2 who actually have existing signal in the area.
After telling the CS rep that there are 3 people on Vodafone within the household which would mean a loss of £105.00 per month to Vodafone that are they certain they do not want to get this resolved for free as we all due an upgrade and out of contract obligations.
I cannot see why Vodafone would not issue a new one to retain 3 customers that have been with them for over 5 years, utterly shameful customer service.
I believe this is a problem that be resolved as it appears it may just be the SAC/LAC compatibility issue but no CS rep at vodafone has entertained this idea.
I thought I would post on here as a last resort before I move my family over from Vodafone to another operator which will be a pain but better than not being able to use your own mobile when you are at home.
I have tried all resets - how do about checking my SAC/LAC issue isn't the cause?
Any help or suggestions please. Help!!!!!! x
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