Your service is awful

[sezzababe]

@Addy98765 I have been with Vodafone for over 12 years and I can honestly say this is the worst service I have ever receive. A week last Saturday my sons iPhone 6+and when he woke up on Saturday morning and picked is phone up from the bedside cabinet he noticed that the phone was just starting to bend I rang Vodafone customer services and since then I have had nothing but a constant battle with customer devices. Under the sale of goods act I am entitled to a full refund or a free repair but they were insistent that I sent it for repair I did this and my son was given a (removed according to House Rules) courtesy phone and today the repair was back and we went to pick it up to find that the repair had not been done at all so now we have a bent iPhone 6+ which now needs sending off again. I have blatantly been lied to by both employees and managers of Vodafone leaving me no alternative but to get the trading standard office involved like I say very upsetting to say I am supposed to be a loyal customer if Vodafone to be treat like this

[drey_p]

Hi there

Vodafone have offered you a repair which is what they are obliged to do although not if you have physically damaged the device.  A bent device would indicate physical damage which isn't covered by warranty.  From the videos online it seems that you have to put a fair bit of force on the device to bend it.  

I'd personally recommend dealing with Apple directly.  Make an appointment with a Genius at your local Apple store and they will look at the device.  Depending on their assessment, they may just swap out the device.  

[sezzababe]

Just to let you know I can tell you straight there has been no physical damage what so ever to this phone, and who are you to say it has just from a picture. We will be seeing Apple about the phone but to Vodafone it's just a cop out my contract is with Vodafone not Apple. Your service is disgusting and I will continue to let everyone know this. Rather than recommend Vodafone as I used to I shall now advise everyone I know to steer clear and once my contract is up I shall go to a decent company. God knows what has happened to Vodafone the service used to be far better than anywhere now they can't even give a call back when promised, the employees as well as managers LIE yes that's a strong word but I have proof. I shall let everyone know how bad the service is through as many social websites I can Vodafone is totally and utterly appalling and don't deserve custom from anyone.

[drey_p]

If you read my message again, you will see that I said that a bent device would indicate physical damage. I didn't say it was.

Yes, your contract is with Vodafone, I've not said otherwise. Nothing is stopping you from sending the device back to Vodafone for repair. Apple would, however, be an easier solution which is why I suggested using them.

Just for the sake of clarity, I am a Vodafone customer like yourself.

[sezzababe]

I wasn't meaning yourself when I said Vodafone I was meaning them as a company. The phone was sent to Vodafone for repair which a senior manager told me it would go to apple to be checked not just the normal repair centre which it didn't and they have sent it back saying they can't repair it and it needs to go off to somewhere more author active to be looked at???? When asked why they have sent it back and not just where it needed to go the answer was I DONT KNOW!!! What is happening to Vodafone I really have to ask

[Mjw456]

It doesn't answer your point but in my experience you are always better dealing with Apple direct either log a service call or take it back to a store. Problems I have had in the past have been dealt with directly and usually on the spot. If as you say there is no sign of physical damage they will more than likely replace it.

[sezzababe]

Yes and that is what we will do but it doesn't excuse Vodafone for the disgusting service from vodafone

[james312]

One really has to question if Networks are actually the right entities to supply handsets any longer now they have become so complex. Also an iPhone costs ~$50 to make, so the manufacturer has a much simpler support decision when it comes to swapping out than a "channel partner" who may have paid ~£200 for one that "sells" to the user for £400

I can't help feeling that networks should concentrate all efforts on coverage that is completely hardware-neutral, and leave hardware to proper specialists. The rise  of the so-called "Quad Play" where a telco takes on the roles of mobile, fixed, broadband and TV has coincided with unprecedented levels of customer dissatisfaction. That is not coincidence.

[Retired-Simon]

Hi @sezzababe

Our repairers take guidance from the manufacturers on what we can and can’t repair.

If a phone indicates that there’s physical damage, we’re unable to repair this under warranty.

You can always take the phone to manufacturer directly for a second opinion.

Thanks,

Simon

[james312]

This tale seems like all the more reason to take one of the many middle men from the phone supply chain if the user is forced to take it up with the manufacturer anyway. Why get in the middle at all? If you really need the profit on phone sales to subsidise the network, then price the network realistically in the first place, apply properly open standards to ensure compatibility with all compliant hardware - and let's have all networks displaying far more transparency over costs and performance.