Two store visits and still no resolution!

[BradleyP]

All faith in Vodafone lost.

I recently took to your online chat to report an issue with my handset - a Huawei Ascend Mate 7. Despite only having the handset for 14-15 months, the screen is pulling away from the handset and there are deadspots rendering the handset near unusable. I told the guy on the online chat the handset that I was using and he advised that all I needed to do was to pop in store and they would be able to sort the issue for me - no question was posed at this point about any discrepency in the handset I was claiming to use vs. information stored on your system.

Last week, Thursday 25th August, I popped into my local store - and the chap I spoke to said that due to a recent Vodafone systems change, a lot of info on my account was out of date and inaccessable for example my 'current' handset was displayed as a Samsung Galaxy S4 which was actually the handset I had 1 or 2 upgrades ago! THe second phone on my account was showing as an iphone which was also incorrect as that one had been upgraded to an S6 in September. - no problem I was told as all he needed to do was to call the local warehouse to manually log the handset issue, only problem was it was gone 7pm and the warehouse closed at 5:30. I was told I needed to come back before 5:30 another day. This whole process took around 30 mins.

Yesterday, Tuesday 30th August I returned to the same store in the morning so as to avoid the same issue - I relayed to the yound sales trainee the issue and what the chap had told me on Thursday and how to resolve the issue. After 40 minutes of... Well I don't really know what she was doing I was told that there was really nothing that could be done due to the systems issue and that I would need to prove that I had taken an upgrade in order for Vodafone to help me - despite your system showing clear as day that I had taken an upgrade in May last year just for the wrong handset - again an issue caused by yourt recent systems change / update which I understand from your staff is affecting a number of customers.

Is this really how Vodafone treat their customers of over 8 years whose bills are regularly in excess of £100 (when you guys bill me correctly) ???

I am supposed to suffer as a result of your system problems preventing your staff from doing their jobs?

What am I supposed to do here? Wait out a contract until May with a handset that I soon will not be able to use so that I can get my PUK code and transfer to a mobile provider that actually values it's customers and don't make them jump through hoops to cover up for the failures of their IT department?

I await your response.

[BandOfBrothers]

Hi @BradleyP

Certainly a conundrum if Vodafone supplied the handset and you've been using it on the network. 

The phone should have a 24 month manufacturing warranty. This wouldn't be applicable to issues caused by a drop or water damage. 

You could engage with the manufacturer directly for help. 

Link > Huawei ~ contact-us.

Please be aware I'm a fellow customer.

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.
 
Hang in there and I'm sure they'll be in touch. 

[BradleyP]

Thanks for the link BoB - I will certainly reach out to Huawei as the handset is still in warrenty.

Still awaiting a response from Vodafone directly - I am their customer afterall and received the handset from them.

[BandOfBrothers]

You're very welcome.  

Personally I find the manufacturer who apply the 24 month manufacturing warranty know their hardware and software better than a Repair House hence my link. 

[Retired-Sarah_L]

Hi @BradleyP,

The advice that @BandOfBrothers has given I believe would be the best step to take. If you have no luck however, I've sent you a private message with details on how our team can get this looked into for you.

Thanks,

Sarah