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Warranty period for Smart Ultra 6

Firstexact
3: Seeker
3: Seeker

I've just gone into store to get my Smart Ultra 6 repaired (same issue as the last one I had, and countless people on here have had- to do with screen not working, ghost presses etc, seems to be a common problem with these).  

 

I had heard stories of in store staff telling customers that the warranty period was one year not two, despite vodafone policy appearing to be that itr was two, so I went in armed with a screenshot of this http://screencast.com/t/0urHnvih and various links like https://forum.vodafone.co.uk/t5/Other-manufacturers-OS/Smart-ultra-6-warranty/td-p/2491120 saying that it's 2 years.

 

Staff were not interested in any of that, and told me it was 1 year as the phone had been bought by me outright and they'd put it through as a PAYG (and then I'd put my contract SIM in).  However, the screenshot above refers to PAYG and still says it's 2 years.  I asked the staff member to book it in and see what happened, and the system said it was indeed out of warranty, and it would cost me £66 to repair.

 

So, three issues here- firstly Voda advertise a blanket 2 year warranty and when you go to claim they tell you it's 1.  Secondly, I've already had a brand new replacement once, which has now done the same thing less than a year later.  And thirdly, given the high number of returns with the same problem, I think I may have a case under the sale of goods act (these phones seem to have a design fault).

 

As usual, the shop didn't have any loan phones ("we've been telling head office for a year that we need more") and I need a phone for work, so I bought a P9 lite there and then, but I'm still very keen to get a response on this.

 

23 REPLIES 23

I agree, as above.  I know you haven't had a great call centre experience so far but this is definitely worth pursuing with them again.  Although the shop have told you that the computer says it is out of warranty there will be a way for the call centre staff to escalate this through either the repair team or a manager.  If you are entitled to a two year warranty then you should receive this despite any "computer says no" glitches.  Best of luck. 🙂

Hi, apologies for hijacking the thread but what is the situation with non-vodafone purchased handsets?

 

I bought my wife a Smart Ultra 6 in late 2015 from Amazon.

 

In December it developed a fault with the back button which she'd not got round to sorting with Vodafone, however in this last few days the phone has gone mental. The phone keeps flashing up other pages and apps then returning to the home screen. Its like a really fast cycle through this process which goes on for hours. The phone is pretty much unusable.

 

As it was purchased from Amazon, does this affect the warranty period?

 

BandOfBrothers
17: Community Champion
17: Community Champion

@Freezin

 

Have you tried a Fact Reset on the phone which takes it back to the last firmware update. This will delete personal information so please back up if you can and remove any sd card. 

 

In regards to the warranty I've asked this and it follows the phone itself. 

 

I think ZTE manufacture that phone for Vodafone but that would need to be checked. 

 

Assuming your a Vodafone Customer on Payg or contract you should be fine to have it sent off via a Vodafone store. 

 

Current Phone  >

Samsung Galaxy s²⁴ Ultra 512gb.

 

 

I'd go back to Amazon.  It's a known problem with these devices (and is the same problem I've been having), and Amazon tend to be very good with honoring the 2 year warranty.  I'd far deal with Amazon than Vodafone, and they are the retailer in the this case anyway.