VODAFONE NOT REPAIRING PHONE

[Mohammedanjum]

my phone developed a fault within 4 months from new-Samsung S20.  It has been to the repair centre a number of times and it still has the same fault.  Now the repair centre are refusing to repair it without  a charge of £204 as they state the screen is damaged.  I have images of my the phone before it was sent to the repair centre with no such damage to the screen.  So effectively this is now disputed as I believe the phone should be repaired under warranty as a pay monthly customer.  The phone itself is a black screen with green streaks going across it, I have attached an image.  As they are refusing to to repair it I want to cancel my contract therefore because I bought the phone paying £42 per month with the Samsung S20.  Now that the Samsung S20 will not be repaired I don’t believe I am bound by the contract anymore. Please can you advise as I am so frustrated by this issue I will be going to social media and ombudsman as I have been supplied with a faulty phone and now Vodafone are saying that there is damage to the screen when there is no damage.

[BandOfBrothers]

Hi @Mohammedanjum 

Personally I would have let a Samsung Experience Store or Samsung Service Centre take a look at the phone as they know their hardware better than a repair house.

When I'm having to send a phone away I also always take time and date stamped pictures of the phone with one of it turned On to show it's aesthetic condition and that it turns on.

I note you also toom pictures to lend weight to your claim that the display was fine.

You can use this to lend weight to your side of the issue now faced.

If you surrendered the phone to a Vodafone Highstreet Store did the employee note the condition of the phone.

I appreciate this wouldn't have been possible if you posted it to Vodafone.

You could contact the Vodafone Social Media Team's via Social Media Team's Link  and or take this up with customer services and or raise a complaint via complaints/code-of-practice. 

Unfortunately there is no account access via this forum to help you from here.

The phone failing would not in my personal opinion lead you to be able to cancel the contract Early Termination Fee free I'm afraid as your able to use your sim card in another phone.

A phone supplied via a pay monthly contract is a perk of opening up a full contract.

That said Vodafone have a duty of care to help you with the phone which is at fault.

I can't comment on how the phone's screen was damaged obviously and is down to you to fight your side that the phone was fine when it left your possession. 

I wish you all the best with this. 

[Mohammedanjum]

Hi.  Thanks for your reply.  The fact that the contract is for 24 months makes the phone under warranty for 24 months also.  So if they are denying me a phones by refusing to repair it, surely that must be binding on the contract regardless whether I can put the airtime in another phone.  The price was agreed monthly for 24 months for the said phone Samsung S20.  Another phone will have a different price so surely this must be part of the contract?  My display is not cracked but the screen has gone black with green lines going across it, and for the fact that Vodafone has repaired this phone fir the same fault in Dec 2020, but the fault has occurred again, and now they are refusing repair stating the screen is damaged.  Yes the screen is damaged but internally and this should be covered by warranty especially if it has been repaired before with the same fault which has now reoccurred.  Image attached this time.

[BandOfBrothers]

You're very welcome for my reply @Mohammedanjum 

Vodafone do apply a 24 month manufacturers warranty Vodafone … How-long-is-the-warranty-on-my-device-and-what-does-it-cover. 

as well do Samsung UK which is why I personally go to Samsung for support.

You could ask for the phone back and visit a Samsung Experience Store or samsung.com/uk/support/service-centre/ to ask them to look at the phone or continue pursuing Vodafone services.

You can find further relevant information within Consumer-Rights-Act-2015. on where you stand with support issues.

The monthly payments you are making is for the tariff which includes your minutes, texts and data.

Again I wish you all the best with this situation.