Unhappy Customer.

[Psh]

I am vodafone customer but after my experiences over  the last few months wish I was not.

I currently spend over £120 each month over 4 phone contracts.

Last year I moved house,  Unfortunatly in my new home the signal was poor.

In April of this year I purchased a sure signal.   A product vodafone supply (Which customers have to pay extra for)  which uses your home internet to make calls by providing a 3g signal within the home.

The product since I purchased it has been faulty.   And hence never been fit for purpose.   I have complainned to vodafone various times.   I have been promised call backs from technical team which never arrived.

The sure signal itself works intermittently.   Sometimes I have full signal, next time I check i have none.

I can make a call when i have a full signal and it will oftern drop out.

I decided enough was enough. And have taken back the product to the vodafone store.

The deputy manager said they are unable  to give me a refund as its outside the 7 day policy.    

And to make a complaint about it I would have to speak to vodafone over the phone.

I left the product with the store manager and went home.

(2 hours spent travelling to and fro store and discussing instore)

When I got home, I choose to complain.   I went online and spoke to somone on chat.    He could not help me with refunding the product.  But called me and said he will put me through to manager.

Shortly after being put on hold, I was cut off.    (I am sure I am not the only one who has had this happen )

I then decided to call 191 and went through the whole process again.    This time someone put me on hold to speak to the manager i was on hold for over 2 hours.

Eventually a manager answered.  They told me over and over again about vodafones 7 day policy,  Could authorise a repair but no refund.    If this had been resoltion 2 weeks after I brought the product I would of been happy with this.   But after countless times of trying to get it resolved I wanted a refund.    I was then told under no circumstances I will get one.  I quoted her the "sales of good act 1979"   The part which states "satisfactory quality, fit for purpose and last a resonable amount of time"   She kept saying her policy says 7 days and thats it.   And the sales of good act does not apply.

She then told me it would be escalted to her manager but I had to wait another 3-5 working days but he would say the same.    But he could then escalte it to customer relations.

So here I am atm,  waiting the 3-5 days for a manager to call me.  Who will not be able to help me but then have to wait a period of time for it to be escalted to a customer relations team.

Generally over the years I have not had any issus with vodafone.  But this has me thinking of moving elsewhere.

[Retired-Matt_B]

Hi Psh,

Did you leave the Sure Signal with the store so they could send it for repair?

We'd be unable to help further without running the diagnostics.

Thanks, 

Matt B

[Psh]

No I was told on the phone that I could only get a refund or replacement from the store as thats where I puchased it from.

I took it to the store they did not offer me a refund or replacement.   They did offer to send for repair, I stated I am not intrested in a repaired item.   For 2 reasons one the time aspect of sending it off and secondly more importantly when purchasing a brand new product I expect it to work.   Or to be offered a new replacement or refund.

So I left the product with the store manager, who advised me it would just sit on shelf gainning dust.

[Retired-Ian_]

Hi Psh,

Thanks for your post.

The Sure Signal will need to be sent away for inspection if it's faulty.

There's more information regarding this here.

You can only get a refund if it's within the first 7 days after purchasing.

I've emailed the store to ask about the Sure Signal and when I hear back from them I'll post again.

Thanks.

Ian

[Retired-Ian_]

Hi Psh,

I've checked with the store and they still have your Sure Signal.

They will arrange for it to be sent away for inspection and repair if needed.

Thanks.

Ian