Hiya

My fella bought me an Samsung GT-S500i in Jan its been brilliant until last week. The software on the phone gave up so I took it into the vodafone store they gave me a report stating the phone was in good condition and all that it needed was the software reinstalled.

I went to collect it today and was advised that the phone could not be fixed as it had physical damaged and therefore out of warrenty. I looked at the phone and it had bits coming out of it. This was not the condition of the phone when I left it at the store.

I am fuming. the fella behind the counter then advised me that I must have bought it in like it. I then showed him the report I got stating phone was in good condition. i was told there is nothing they can do and to call customer services.

Customer services said that they only deal with accounts and to go back to the store. The store then told me to call customer services again.

i am not getting any closer to sorting this out and now at boiling point!!!

Any suggestions or advice would be much appreciated.

Try posting here, looks like the first avenue for a complaint.

http://campaigns.vodafone.co.uk/comp...h=1&cid=ppc-go

If the handset is reported as good on a repair booking it must not have no marks or scratches, which is how you sent it.

Take it back to the store and see if you can speak to the person who booked it in they should be able to remember if it was in a poor condition. I certainly do.

Get them to call UTL to escalate the repair. And have them escalate the repair on the system too.

They should then be able to re-book the repair and have it looked at by a senior engineer who would sort out the cosmetic damage done to your handset while away.

Accidents do happen, but those in store should have acknowledged this and tried to remedy the situation asap.

What store did you go to?

Thanks for your replies.

The chap who booked it in said that he deals with so many phones that he could not remember. But on the report sheet/ recepit that I was given it stated that it was in good contidion. I went into Southampton store. Have emailed on the customer complaints. So waiting for a reply.

Well unfortunately for him, as far as his name is on the job sheet the onus is on him to prove that it was already damaged.

This is what I thought. If it was damaged surely it would have been put onto the report sheet??

Make copies of that report sheet, too.

Just in case.

Im going to scan it so it can be emailed to whoever needs to see it

Good idea.
And then you will always have a copy in case the staff in that shop accidentally lose the original because it doesn't say on it what they wish it said.

I made sure I had the original when I left the shop.

I am having to use a 1990s phone!!

Yes
There's four description gradings for repairs

Excellent- straight out the box new

Good- no marks or scratches

Fair- minor scratches or marks

Poor- damaged scratched etc.

Advisors have to do this to cover their back, and the system won't allow you to proceed without providing a description. So yes it should just be a simple matter of getting this escalated with the repair company.

They can lose it as many times as they want, once it's input on the system it can't be amended.
All Lil' Monkey would need to do would be to request a new copy by giving their mobile number as reference and passing DPA.

Thanks lexy

suppose its just a waiting game now

No worries.

Hope it gets sorted for you ASAP.

if it were me, i have a signed bit of paper from the store station good condition, i would be standing in that shop raising hell until someone sorted it. if that means calling cust services, then they do that there and then, in shop, not on my bill on my time....

I did sign a bit of paper but the signature is not on mine.

I should not be so ignorant and always have a signed copy for myself.

Went into the store it was bought from. The manager there told me that they would not have to add that damage to the report and that they could do nothing about it. he wrote a letter out for me stating this was the case but refused to put it on headed paper which I requested.

Dont know on what to do now I did argue with them a bit but as I had my daughter with me I didnt want to seem to confrontational.

My next idea is to email the CEO. Although I did take it to a reapir centre. - They didnt open the phone. They looked at the paperwork and saw the damage. They agreed with me that this must have been damaged after I left it. They also told me that the phone could be repaired but it will cost. Think now its the prinicple of the matter.

On the bright side the gobby idiot I spoke to sat right next to my daughter - Who has chicken pox!!

Contact trading standards, they will keep messing you about in the hope that you go away.

Just an update,

I got so hacked off with being pushed about I wrote to the CEO last night an hour or so ago I had a call from their head office. They agreed with me and apologised for the problems I have experienced. She also said that the phone should have been replaced when I initally went into the store.
They have sent a brand new handset to my house as way of an apology and credited my account £10 as a good will guesture.

She ensured me that this is not the end of the matter as CEO was appaulled at the way I was treated!!
Phone should be at my house tomorrow.

The situation should not have escalated like it did. The store manager was plainly out of order. Glad you got a positive result.