Where is my phone

[Aminur]

I took my phone to Vodafone store at metro center on 14th October 2017 as the Nexus 6p was stuck on the bootloader screen. They sent it off to the repair center as the phone was stilll under manufacture warranty. Next day they informed me the phone had been recieved by the repair center and the phone tracker site shows it being still repaired.

Its now 30th of October and I still haven't got my phone back. I've been in store, sent voice mail and text messages, tried to chat online to ascertain a simple answer. Where is my phone and when am I going to get it back or get a replacement? No one can answer this - same response from everyone -it's in repair. I have now waited over 2 weeks for my phone. This is a phone that I pay nearly £40 month for. I've had to buy another smart phone as I like most people need a phone. Can someone tell me when I'm going to get the service that I pay for and where is my phone. The repair reference is 265830 - just in case there is a magic pixie on this forum who can make my phone reappear. 

[AnnS]

Hi @Aminur

You can track your repair by following the link below.

Support - Track Repair

If you took the phone in on Saturday, 14th, it wouldn't have have been sent to the repair centre for assessment and repair until the next collection the following week. From what you have written, the repair centre would have needed to order in a new Motherboard to fix the bootloader.  As soon as any parts have been received and the phone fixed and working, you should get a notification from the store, hopefully sometime later this week.

If you don't hear something later in the week, there is no reason for Customer Services being unable to contact the store on your behalf and try and get an update on the repair.

[BandOfBrothers]

Hi @Aminur

Repair timescales can differ depending on what's wrong with the phone. 

In my opinion 2 weeks is more than enough time to receive and assess the phone and get it back to you. 

It maybe that Vodafone are liasing with the Manufacturer?

That said keeping a person in the loop is important because if not then delays can cause frustration. 

We don't have pixies on the forum but we do have Vodafone Social Media Team here who read all posts and help where they can. They'd need to catch up with your post. 

I hope you get an answer and more importantly your phone asap @Aminur

[Tash]

@Aminur We'll be happy to help should you need any further assistance with tracking your repair.

I've sent you a private message with details to contact our team - we'll then be in touch to discuss this further.

[Aminur]

Natasha

I've contacted your team as requested. I await with eager anticipation for someone to update me.  My preference is to avoid further discussions about this and for some one to say voila here is your phone monsiuer.

[Aminur]

I had a lovely phone conversation with Vijay from Vodafone Social Media Team at about 1.30 this afternoon. The gist of the phone call was that someone would get in touch with me within 30 minutes to sort things out. Its now 7.15 in the evening and I'm still waiting for the phone call. I can't bear the tension of it all anymore.

I recently had an issue with my fitbit 2 watch which was covered by 2 year manufacture warranty just like my phone. I took my watch back to John Lewis 13 months after purchase date. Within 30 seconds I was offered options of either a full refund or replacment then and there. - That's what I call customer service!

It has now been more than 2 weeks since the repair center recieved my phone. A (smart) phone unlike a watch is a vital part of my life. I need it to recieve things like out of hour work email notifications, do my banking etc..

 I m still paying for a phone that I no longer have use of.  I've had to fork out £100 for a cheap smart phone because the store couldn't give me a courtsey phone,  just so I can use the phone for work. This is unacceptable.

I don't need another conversation to discuss things. Either repair my phone and have it delivered to the branch by Friday or offer me a suitable replacement which compensates me for this inconvience and additional  expenses.

I have been more than reasonable about this - it's time the same courtsey is extended to me by vodafone to whom I am paying more than £50 a month on two contacts.

[Alex]

@Aminur I can understand your concern and thanks for keeping us updated. 

We're unable to discuss your query on here further as we'll need to access your account. 

If you didn't receive the callback, please let us know your email reference number and we'll chase this up for you - it'll look like [#17123456]. 

You're also able to reply to the latest email you've received from us and we'll continue with your query from there 🙂