Why cant Vodaphone get it right?

[jonrms]

I made a complaint a while back and credit due to the web team who sorted my issue out. I had a problem with my old V3I and I should have had a new phone sent out and mine picked up at the same time.. This was told to me by the web team.. but I decided to go down the option of upgrading my phone to the new N95 and going for a new contract for 18 months.

All was well up until a few days ago. My N95 started turning itself off for no reason? I called Vodaphone yesterday and was told that I needed to either go into a shop and get a temp phone, or they would send me out a bag and I had to put my phone in it and wait for them to examine it, which would take on average 7 working days from when they recieve it. OK its comming to Christmas. I am going away on holiday on the 10th of december and I cant do without my phone. I am also disabled and a house dad so leaving the house is not a option.

Why cant vodaphone just do what they have always done in the past... and i have been a customer for a LONG time... (Maybe too long) They should send out a new phone... and have mine picked up on the same day.. After all I even took up insurance with vodaphone and I would have thought I would be covered... appearantly not!!!

Please web team can you tell me what is going on?

I am really unhappy and am at my wicks end. The phone is less than 3 months old ... probably only 2.. but what is going on.. I was told by the advisor that she would put all the details she said to me in the notes... which I hope she did.

If all else fails I would gladly buy a prepay phone and take this matter further.

a angry customer.
Jon.

[Planner]

im guessing its a warrenty issue NOT an insurance one.. hence it has to go away to be tested and repaired.

if you had accidently hit it with a hammer, then it would be an insurance issue, which would be swapped by courier...

[jonrms]

im guessing its a warrenty issue NOT an insurance one.. hence it has to go away to be tested and repaired.

if you had accidently hit it with a hammer, then it would be an insurance issue, which would be swapped by courier...

You hit the nail on the head!!! oops I meant phone... lol!

I just got a reply back..... so I will post it... and show you all in a minute what they are doing.. I am going to have to accept this I think.. but I feel it is still poor.... lets see what happens.

[jonrms]

Thanks for your email to Vodafone about your handset. I'm sorry to hear of the problems that you've had as a result of the fault. I hope we'll be able to sort this out for you without delay.

Firstly, I'd like to explain what we can do when a handset goes faulty. The warranty cover within your contract with Vodafone protects your handset against manufacturing faults for the entire 18 months of your contract. When anything goes wrong, we'll repair the handset, or replace it if it's unrepairable. This is in line with what's offered with any kind of electrical equipment from any company.

The insurance you referred to earlier is a separate issue to the warranty cover. Insurance protects your handset against loss, theft or accidental damage. If it's a manufacturing fault that stops the phone from working, the insurance does not cover this at all. However it's still a massively beneficial product to have on your account: Should the worst happen and you lose your phone, for example, it gives you ultimate peace of mind.

I really want to get your phone fixed for you, and I completely empathise with your situation and don't expect you to go to a Vodafone store. The postal repair option appears to be the best route for us to take, but so that you don't have to be without a phone whilst yours is repaired I'd like to offer you a spare handset free of charge. This phone won't be quite as advanced as your N95, but will provide you with the essential and important tools to keep in touch with others, just whilst your handset is away.

I hope this offer meets your requirements, and if you'd like to accept please reply to this email and we can get the spare phone sent out, as well as the repair returns envelope which you send off your handset to us in to get it fixed.



We're always here when you need us Mr. Ramsay, so feel free to get in touch at any time and we'll do our very best to help.



Best Wishes



Tom

E-Mail Customer Services

Vodafone Limited

[jonrms]

I just want to add that I have requested my full details from vodaphone now as well. ie all the telephone recordings and the file notes of my calls. This is because that only 2 months ago I was told that they still send out phones and take away the old one ..... kinda like what is happening here apart from this is now a "special" situation... so I am getting a temp phone. HORRAH.... NOT!

[jonrms]

I wouldnt normally carry on with these replys etc.. but here you go.. HOW much of a idiot does this guy make me out to be!!! I know what I have been given and I know what has happened in the past... I am just going to reply to him and tell him forget it.. and I will find a way to go to the shop on sat.. I really hate being in this situation at the minute... I am going to cancell my contract or shove the phone up .............. well I wont go there.... have a look at there reply below.







Good Afternoon Mr *****,



Thanks for your reply email to Vodafone about your phone repair and the procedures we have in place for faulty phones.



It has always been the case for as long as I've worked for Vodafone that customers outside their 14 day cooling off period after an upgrade or new connection can only then have repairs of their phones. We used to offer a swap for a return sale phone instead but we've never replaced them with brand new phones after the 14 day cooling off period has expired. If you've had a new phone sent out to you in these circumstances before then it's likely it would have been in the first 14 days of your contract or done as a gesture of goodwill in extreme circumstance.



In relation to your account conversation recordings and notes from your account. We're unable to provide audio from conversations you have with us. This is because, as advised when you contact us, 'Your call may be recorded for training and security purposes'. Oa small selection of calls are recorded, they are only kept for a limited time for quality coaching and aren't available to customers in any circumstances.



We can send details of your account notes and this is the law. However we need to forward a form onto you to fill out and return to us with a cheque for £10.00. If you'd like me to arrange this I can either attach a copy by e-mail or send one through the post for you.



I'll arrange to send out the pre paid envelope for repair for you and also the free of charge Nokia. Please can I have the below details first of all:-



1) The IMEI number of your Nokia N95. This is 15 digits long and starts with 35. You can get it from a sticker in the battery compartment of your phone or by dialling *#06# and it will show up on the screen.



2) The nature of the fault



3) The address to send the phone to and the repair pack



Once I have these details, I'll make the necessary arrangements for you and the delivery of the phone can be the following working day after we place the order as long as we order it on our system before 5pm. The repair envelope on the other hand is normally received around 3 working days after we process the request.



Our offer to send a free of charge phone to use in the meantime while yours is out for repair is done as a gesture of goodwill to help you with your circumstances. We won't be charging you for the phone we're sending you, albeit basic, but it's free and we don't need it back from you. If in the future you should ever have problems with your N95, you have the Nokia as a backup so you're not without a phone.



We're always here when you need us Mr Ramsey, so feel free to get in touch at any time and we'll do our very best to help.



Best Wishes



***

E-Mail Customer Services

Vodafone Limited

[jonrms]

well i will wait till tommorow and see what kinda responce I get.. I told them where to stick it.. and the fact that I did not like or appreciate the persons attitude.. he made me feel like i was lying and or imaging the situation... kinda funny as I said before when it contradicts another thread on here... hmmmm

[strikeforce]

To be honest I think Vodafone are being more than fair with you. They are actually giving you another handset to use as a loan handset and they are allowing you to keep this.

The handset problem you are having isn't really Vodafones problem. If you were to return it directly to Nokia I bet they wouldn't be lending you a loan handset...

If its just switching off why don't you try the new firmware that has been released for it. You can download it from the Nokia website.

[jonrms]

To respond to you both, I appreciate what you are both saying and thinking, I dont have a hatred towards this company, I am really upset that in the past what I am asking for has happened. And only 2 months ago on the telephone with someone named Tanya I was told that this would happen.

I am not having a go at vodafone in the way that you would see it as, I have in the past had replacement phones and all was well....

just to sum up all is sorted now with vodafone, and I am much happier.

The web team really do there jobs well. I cant stress that enough.

[amusingmax]

mate they are beeing more then fair the law does state that any faulty goods only need to be repaired and not replaced. they did use to repalce them but people did not want a second had phone so they stoped this. i think u are just beeing inpactend and if u done what they said st8 away woudl all be done by now and your phoen would be fine

i mean vodaphone are a real company u know haha