Broken Sure Signal replacement

[smccran]

Hello,

Is there a process for replacing a faulty Sure Signal? I've got the V3 I think, Long one with a single VF symbol on the front. The other day the power light went out on it and it appears to be totally dead.

Is there a replacement process, or do I have to just buy another one?

Tricky as I bought this one as a VF staffer and they are heavily discounted for staff.

Thanks

Shaun

[DaveCD]

@smccran

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information:

• Your speed test results 

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• The lights you're seeing on the Sure Signal

• The results of a traceroute

VSS Traceroute command

• On a PC:

• Click on Start and select Run

• Type CMD into the Run box and press enter/click ok

• A black box will appear

• In this box type tracert 212.183.133.177 press Enter

• Paste the output of this command into your reply

This will help us get the quickest possible resolution for you.

Thanks

[smccran]

• Your speed test results - 66.50

• Your ping test results - 16ms

• Your external IP address -82.26.110.64

• The Sure Signal Serial number - 40133880332

• The lights you're seeing on the Sure Signal - None

• The results of a traceroute - 

C:\Users\s_mcc>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 * * * Request timed out.
2 10 ms 8 ms 8 ms brhm-core-2a-xe-807-0.network.virginmedia.net [81.108.33.1]
3 * * * Request timed out.
4 * * * Request timed out.
5 16 ms 12 ms 13 ms brhm-bb-1c-ae0-0.network.virginmedia.net [62.254.42.110]
6 * * * Request timed out.
7 23 ms 22 ms 26 ms LDNGW1.arcor-ip.net [195.66.224.209]
8 18 ms 18 ms 17 ms 85.205.0.93
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.

VSS Traceroute command

• On a PC:

• Click on Start and select Run

• Type CMD into the Run box and press enter/click ok

• A black box will appear

• In this box type tracert 212.183.133.177 press Enter

• Paste the output of this command into your reply

This will help us get the quickest possible resolution for you.

Results inline. I had a red light on the front before, and visible activity until recently when making calls within range. Now there are no lights at all, sounds like something rattling inside too.

[Mark]

@smccran

If you’ve had your Sure Signal for less than 12 months, it’ll still be under warranty and we can take a look at this for you. If it’s over 12 months old, we can still take a look at this for you but any repairs made will be chargable. You can get more information on requesting a repair here.

If the Sure Signal is over 12 months old and you’d rather not pay for a repair, you can purchase a new Sure Signal via our online store.

[smccran]

Hi,

I've had it for over 12 months, so it would cost me. Its not repairable though, as you can see from the photos below, the unit caught fire and half melted, whilst tripping my electrics.

[gsmsecure]

Please take a look at my post (link below) in relation to SureSignal V3 units failing with all lights out and the reasons why..

IF YOUR DEVICE HAS FAILED WITH THE LIGHTS OUT THEN THERE IS A GOOD CHANCE INTERNAL COMPONENTS HAVE BEEN DESTROYED BY HEAT AND CONTINUING TO LEAVE IT CONNECTED CARRIES A SMALL FIRE RISK. VODAFONE SHOULD NOT BE RECOMMENDING ANY OTHER ACTION THAN TO REMOVE IT FROM THE MAINS IMMEDIATELY.

I am currently working with Vodafone's CEO and Trading Standards on this issue.

Vodafone are now offering to replace any suspected unit with power supply failure regardless of warranty status as they now admit units manufactured prior to August 2015 have a flaw in the unit.

Although they are replacing faulty units I don't believe this goes far enough and need your help in convincing Trading Standards to force a full recall by  reporting yours even if they offer to replace it.

Please report the failed unit to Trading Standards via Consumer Direct on 0345 4040506 who are investigating why so many of these units are failing so  catastrophically and that there is  potentially a fire hazard when they fail.

When you get through, let the operator know that West Berkshire Trading Standards are monitoring for calls in relation to this product and that you wish to register your details as well.

If Vodafone offer a replacement (even under warranty), do not hand in your old unit but instead tell them that you want to hold on to the device for further investigation and you are willing to prove the device is faulty by taking it to a local store as I did.

Ensure you let staff know that in plugging the device into a mains socket that there is a small risk it could set on fire.

Trading Standards need to know about any failure where all lights are out as it is suspected that components on the power supply PCB have suffered extreme heat or voltages.

Whether or not Vodafone replace under warranty or you have been told to go buy another, you must report it as any replacement will most likely suffer the same demise.

If you were near to the unit when it failed you probably would have witnessed a loud bang with a bright flash.

These units can fail anytime from new within a week to around two and a half years. Consumer law covers you to claim compensation or a refund as you should have reasonably expected it to have lasted longer.

You can use the UK courts to claim losses as it is reasonable to expect the unit to last 6 years from date of purchase so even if yours failed a while ago or it is out of warranty you can still make a claim.

Consequencial damages such as a defrosted fridges or freezers or damaged stock due to  a power circuit tripping can and should also be claimed as well other other incidental losses such as travelling to store to pick up replacement.

If you need help with information to make a claim, contact me directly where we can open up the unit, take pictures and report on the failure.

For over three years Vodafone claim these devices are reliable and safe and have not addressed why so many are failing with heat damaged components inside.

Mine was replaced at two and a half years after contacting Trading Standards and suggested I would have the unit design inspected. I work in electronics and checking components and design is where our factory specialise and there are some serious questions over the design of this product.

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Suresignal-V3-Overheated-Hot-Burnt-out-amp-Dead...

[Karlpestell]

Hi

So who do I contact if my box has died and out of warranty?

Not sure if its the same issue as you have described above, but chances are it seems like it might be.

Thanks

Karl

[gsmsecure]

Claiming this product has a 12 months Warranty is false.

These devices have ALWAYS carried a 24 month (2 Year) Warranty.

Regardless of Warranty Status, even over 24 months if your device has failed due to power supply failure (NO LIGHTS) then it is subject to free replacement as of 20th May 2016 if the device was manafactured prior to August 2015 due to an issue within them.

[Karlpestell]

Thanks, so who in Vodafone knows about this? IE who do I speak to?

I have spoken to the sure signal tech support dept, customers services and now new connections, all of which are calling me a liar and basically say I am talking crap and I need to buy a new one.

[gsmsecure]

Hi Karl

First:

Contact Consumer Direct on 03454 040506 and report the failure to them. Tell them that West Berkshire Trading Standards are recording these units failing and you suspect as there are no lights on that the power supply has failed.

Secondly:

Phone Vodafone Customer services and explain there has a replacement scheme set up on the 20th May in respect to failed units on the power supply and that it is to be replaced (EVEN OUT OF WARRANTY).

If they don't know what you are talking about or refuse, escalate a complaint to Customer Relations and drop me a private message directly where I will adivse you further.

A number of people are messgaing me to say that they have had no issues in obtaining replacements even though the Warranty has expired so you should be ok.

PLEASE: Ensure you report this failure to Trading Standards via Consumer DIrect as they need to know in order to decide on forcing Vodafone on a full Recall.

[Rahim]

@smccran @Karlpestell 

I've sent you a private message with details on how to get in touch.

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.

[gsmsecure]

Hi Karl

Can you let me know if the private message sent by Rahim answers your question.

If not, send me a private message with your contact details and I will pass them to the chief executives office.

I will also relay the fact you have not resolved this via the first phone call.

I would be interested in seeing a copy of Rahim's message if you could send it to me via private message.

Thanks

[gsmsecure]

@Rahim...

It is inherently dangerous to carry out ANY tests on a SureSignal showing no lights as it is a fire risk and should be immediately removed from the socket.

No tests other than removing the device itself and then plugging in another item into the same socket to prove the socket was and is working while the SureSignal was present and confirm the SureSignal is defunct.

It is not good enough that on Friday I wss informed of an unofficial recall was put in place on the 20th May by Mark on the web admin yet these people are being treated with arrogance when they call.

Many SureSignal users will be phoning rather than this eForum and are being told false and inaccurate information.

Karl, please can you update your issues today to Trading Standards as Vodafone have agreed this action with them and it appears call centre staff are not being informed when it there should be no arguments other than needing to show or prove the unit has burnt out.

[User2109]

Hi I'm having problems with vodafone about this. Several calls later and they are still refusing me a replacement.  Could you please contact me? Thanks

[gsmsecure]

Hi

Have you reported both the failure and refusal to replace to Trading Standards?

[John]

@User2109 Have you taken a look at our Sure Signal Troubleshooting thread? Please check this out and post back your results if you’re not directed to an existing thread.

If you've already completed this, or your query doesn't apply to the thread, I've sent you a private message with details on how to get in touch.

[gsmsecure]

@John

I don't think a unit with no ligjts on,  needs any trouble shooting !!!

IT'S DEAD!

Any SureSignal suspected of internal failure such as having no lights on should be immediately removed from the power socket.

You should not be suggesting to anyone with a device showing signs of failure to run of perform any kind of test as potentially dangerous.

Vodafone have agreed with Trading Standards a replacement process so get the ball rolling for this customer of yours and sort them one out.

[Tash]

@User2109 Please email our team directly through the details provided in @John's private message and we'll assist you further.

[User2109]

I have followed the link John sent me and am awaiting a response.  Kind of ironic that you only accept mobile phone number on the contact form when I have no Sure Signal to give me any reception!  

[User2109]

---

@gsmsecure wrote:

@John

I don't think a unit with no ligjts on,  needs any trouble shooting !!!

IT'S DEAD!

Any SureSignal suspected of internal failure such as having no lights on should be immediately removed from the power socket.

You should not be suggesting to anyone with a device showing signs of failure to run of perform any kind of test as potentially dangerous.

Vodafone have agreed with Trading Standards a replacement process so get the ball rolling for this customer of yours and sort them one out.

---

Exactly!  Thanks for your support with this, I'll let you know the outcome!