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Vodafone Sure Signal

Yet another SureSignal explodes

3: Seeker

Here's a photo of my Sure Signal 3 that exploded a while ago when 1 month out of "warranty". The failure was announced by a loud bang, a flash and the tripping of the power circuit.

 

This mode of failure is well documented in this forum and Vodafone has a statutory liability for faulty products for 6 years after the date of purchase. I was promised a call back from Vodafone but have heard nothing. So what's happening Vodafone?

 

Sure Signal Small.jpg

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24 REPLIES
17: Community Champion

Hi

 

Thats the first picture I've seen showing that happening. !

 

May I highlight that the eforum is a Customer to Customer discussion board and not responded to by Vodafone.

 

Customer Services wouldn't see your post here.

 

Vodafone own and monitor the forum with Vodafone Tech Teams supporting people with Sure Signal and Mast Issues.

 

Their is no Account Access by any member of the eForum. Only Customer Services via 191 & Live Chat via a Computer have Account Access. A person can also write to the correspondence address at the foot of the forum page. Perhaps sending as Recorded delivery so you can track your letter. 

 

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3: Seeker

Thanks for pointing that out. I suppose that I should have realised Vodafone weren't directly involved with this forum as my post wasn't vaped!

 

I have only just had the photos back from the guys that had a look at the unit for me but I will send them a written complaint with photographic evidence of the mode of failure. It'll be interesting to see what sort of response I get - they can hardly claim that the unit was DESIGNED to function/fail in this way!

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17: Community Champion

You're welcome. 

 

I thought it beneficial to let you know what the eforum can and cannot achieve. 

 

Take care. 

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17: Community Champion

That looks like a nasty one!

I've had a quick search ong the forum and can find 2 other threads that relate to exploding Sure Signals both around the tail end of last year. 

 

It's difficult to tell if it's a design fault or whether it's just a handful of faulty units. I imagine a strong power surge would be enough to kill a VSS though the mains breakers should trip before that happened.

 

If there is any posisitive to take from it I guess you can take comfort in the fact that it never caught fire, that could have led to much more serious consequences.

 

Just out of interest do you know the cuase of the failure yet @cpearmain or are you still waiting on your guys getting back to you?

 

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17: Community Champion

That's a shocking photo, really glad it didn't catch fire...

The Team on Twitter are really good and might be able to push things along for you...

Contact them at:
@vodafoneukhelp

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Moderator (Retired)

@cpearmain

 

I’m sorry to hear about this. So that we can feed this back, get in touch with us by following the instructions in this private message.

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3: Seeker
Hi, mine exploded last week. Blew the back about 3-5mmaway from the front casing, triggered the trip switch but thankfully didn't start a fire. I'll be taking it into a Vodafone store today and will let you know how I get on. It's about 22months old.
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17: Community Champion

Just out of interest @RichPea did it have anything plugged into it at the time?

 

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3: Seeker
Not in the mains socket, no. Obviously had the cable connecting it to my BT home hub v5.
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3: Seeker
Sorry to hear that you experienced this too. Yours sounds as though it is within warranty so you should receive a replacement without a problem. I did finally receive a replacement (though I had to make a huge fuss all over the Internet) and, at Vodafone's request sent the remnants of the old one back for 'appraisal' but haven't heard anything. I'm reluctant to use the same model of Suresignal but with no Vodafone signal here and nearly a year to run on my contract, I'm stuck with it.
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17: Community Champion

@cpearmain there are a handful of v1 and v2's for sale on a popular online auction site if you really don't want to use the v3 :smileywink:

 

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3: Seeker
I bought it in March 2013, found the receipt. So it's nearly 2 years old - think the warranty is only a year? If I have any problems, I'm hoping it's a story Watchdog will be interested in!
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3: Seeker
These Suresignal units carry a 2 year warranty so you should be OK - let's hope so!
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3: Seeker

Here's a photo of mine. 

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17: Community Champion

@RichPea Looks like exactly the same result as @cpearmain's image show. It's going to be the same issue i'd guess

 

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3: Seeker

Ok, so I went to Vodafone shop.  They said as its outside 12 months, they can't deal with it but I can use store phone to ring customer services, which I did.  

 

At at this point, I noticed I bought the box in March 2013 and that we're now in 2016 so it's nearly 3 years old not two.  They told me their warranty is only 2 years and that after that I need to go back to the manufacturer, not the retailer. That would be Alcatel. 

 

Not on sure if that's right! Haven't had chance to research it yet. 

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3: Seeker

I went through all of this. European liability laws mean that suppliers are liable for PRODUCTS THAT ARE FAULTY AT THE TIME OF SALE for a period of 6 years.  So if the design is faulty or they use faulty components there is a liability for those faults. The get-out is though, that the consumer can be asked to PROVE that there was a fault at the time of manufacture.

 

My argument was that, as the unit is sealed and as users can't make any changes to it's physical or soft configuration, the fault MUST have existed at the time of manufacture as it, and obviously others, had failed long before they should reasonably be expected to. As I had purchased the unit from Vodafone my contract was with them and NOT the manufacturer thus it was THEM that I pursued.

 

Now I don't know how this would work out if it got to a court - I certainly couldn't afford to test it - but if Vodafone are intransigent try posting  photos of your failed unit on social media sites where they have a presence. I also submitted a product complaint form to Trading Standards via the Citizens Advice bureau; if they receive others they my take action. I guess it is all down to how much of a PITA you're prepared to make youself before the adverse publicity outweighs the minimal cost of providing you with a replacement!    

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2: Seeker

Just had mine go pop too.  Got very hot... burning smell, blew the fuse in the extension lead i was using and tripped my MCD on the consumer unit... Black burnt residue all over the insides.. Only thing is I can't find the receipt... It is only 2 years old.

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3: Seeker
I'd contact Vodafone anyway. This is a manufacturing fault and under EU law they are responsible for it for up to 6 years. The get-out they tried to use with me was that I had to prove the fault was inherent when I bought it. I suspect they may have changed their policy in view of the number of incidents but if they argue, quote the conversations here and post another message - I'd be glad to help if I can.
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