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