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Vodafone - Mobile Phone Repair - Wrong Phone Handed Back


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Old 16-01-2008, 20:50
Rem0te
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My Nokia phones (N73) volumn control was stuck on min. volumn so callers could hear me but I couldn't hear them.
Took the phone to Vodafone to be 'fixed' - part of my contract. Txt today saying the phone was ready for collection. Arrived, only to be handed a different phone (same model) than mine. Scratched phone, buttons with the numbers rubbed off ; overall very used handset.

Obviously handed back and the Vodafone employee agreed it wasn't the one I handed in (diff. serial number confirmed it).


How have to wait a week to 'find it'...not holding my breath.

Hmmmm...

Not exactly the service I was expecting. Has anyone else experienced this from Vodafone?
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Old 16-01-2008, 23:15
Ju411
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My Nokia phones (N73) volumn control was stuck on min. volumn so callers could hear me but I couldn't hear them.
Took the phone to Vodafone to be 'fixed' - part of my contract. Txt today saying the phone was ready for collection. Arrived, only to be handed a different phone (same model) than mine. Scratched phone, buttons with the numbers rubbed off ; overall very used handset.

Obviously handed back and the Vodafone employee agreed it wasn't the one I handed in (diff. serial number confirmed it).


How have to wait a week to 'find it'...not holding my breath.

Hmmmm...

Not exactly the service I was expecting. Has anyone else experienced this from Vodafone?
This is scary as it is unacceptable...I need to give mine in for a repair...not looking forward now
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Old 17-01-2008, 07:23
prking
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People make mistakes, you cant avoid that. You should judge Vodafone on how they deal with losing your handset.
If I were you I would think about what you will do when you go back after a week.
If they have your phone, will you request some sort of goodwill gesture from them for the inconvenience?
If they haven't got your phone, what will you accept from them? Refurbished handset? New phone? Give them more time to find it.
Personally, I would want a credit on my bill and a new phone (top quality refurb would be ok).
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Old 17-01-2008, 12:53
Hopefullyuseful
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Hi Rem0te,

I can see what will have happened here, let me explain.

If your phone was sent for repair and you didn't get your own phone back, this is because your own phone was beyond repair.

If your phone wasn't worth repairing for economical reasons or was just damaged irreparably, we couldn't send nothing back to you. In those cases we send a reconditioned phone of the same make and model.

If you're unhappy with the phone we sent to you, by all means we can arrange for another repair if it's faulty in any way or unusable to you.

Due to the vast variety of ways that customers use their phones, it's impossible to guarantee that we can send a phone that's of equivalent wear as your own. From time to time you may get a phone that's slightly worse or in a lot of cases a lot better.

We do test and inspect all phones that we send out so the phone we sent would have been passed as acceptable and in full working order.

I hope this will give people an insight into how our repair procedure works to help understanding why a situation may arise that you don't get your own phone back from repair.

Hopefullyuseful
Vodafone UK
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Old 17-01-2008, 13:00
Lawe13
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May I ask is this procedure part of an Insurance claim? Or is a repair what happens for non-insured handsets?
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Old 21-01-2008, 15:57
edwardpeter
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Hi Lawe13,

The procedure outlined above is for when a manufacturing fault occurs with a handset. The insurance is completely independant from this, and protects against loss, theft or accidental damage to the phone.

If an insured phone suffered a manufacturing fault, the above procedure would apply if we couldn't repair it, as the manufacturer's own warranty covers this.

I hope this helps,

edwardpeter
Vodafone UK
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Old 22-01-2008, 11:48
Rem0te
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Hi Hopefullyuseful, thanks for the heads up. I don't think this was the case "because your own phone was beyond repair" - the details on the paperback was the device had a systems update - not the issue with my phone. And the Vodafone assistant agreed it was the wrong handset etc etc.

And I have never been told of the difference in the insurance repair Vs replacement. Given I spoke to the store manager would have thought it would have known this...?

Equally there is a massive diff. between the handset i gave in and the quality of the one that was given back. I look after mine - the other one should have been binned.

I've just recieved a text message informing me that my phone is ready for collection. Fingers crossed its my handset and not someone elses. Or has mine been lost? And tying to pass on any old rubbish to get rid of me....


I'll let you know tomorrow.
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Old 26-01-2008, 21:27
Rem0te
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As promised an update on my mobile phone saga...and the good news I was given a brand new handset (not the battery or back as I was told to keep these anyway)...which is great news.

Woohoo. Makes the insurance worth it.
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Old 27-01-2008, 00:07
neo6776
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Hi Rem0te,

I can see what will have happened here, let me explain.

If your phone was sent for repair and you didn't get your own phone back, this is because your own phone was beyond repair.

If your phone wasn't worth repairing for economical reasons or was just damaged irreparably, we couldn't send nothing back to you. In those cases we send a reconditioned phone of the same make and model.

If you're unhappy with the phone we sent to you, by all means we can arrange for another repair if it's faulty in any way or unusable to you.

Due to the vast variety of ways that customers use their phones, it's impossible to guarantee that we can send a phone that's of equivalent wear as your own. From time to time you may get a phone that's slightly worse or in a lot of cases a lot better.

We do test and inspect all phones that we send out so the phone we sent would have been passed as acceptable and in full working order.

I hope this will give people an insight into how our repair procedure works to help understanding why a situation may arise that you don't get your own phone back from repair.

Hopefullyuseful
Vodafone UK
Surely you cant think its acceptable to give a customer a phone that has worn keys/scratches etc?

Cant be right
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Old 27-01-2008, 00:07
neo6776
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As promised an update on my mobile phone saga...and the good news I was given a brand new handset (not the battery or back as I was told to keep these anyway)...which is great news.

Woohoo. Makes the insurance worth it.
Great news
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Old 29-01-2008, 13:06
Hopefullyuseful
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Surely you cant think its acceptable to give a customer a phone that has worn keys/scratches etc?

Cant be right
Hi Neo6776,

As mentioned in my original post, all of Vodafones stock used for warranty returns is quality inspected and unless it was in a suitable condition for customers use, we wouldn't pass it as acceptable.

Hopefullyuseful
Vodafone UK
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Old 29-01-2008, 13:10
wicksta
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Hi Neo6776,

As mentioned in my original post, all of Vodafones stock used for warranty returns is quality inspected and unless it was in a suitable condition for customers use, we wouldn't pass it as acceptable.

Hopefullyuseful
Vodafone UK
So you're basically saying the original poster has overreacted and was given a perfectly acceptable (and quality inspected) phone even though it was scratched and had the numbers worn off?
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Old 30-01-2008, 13:45
Rem0te
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So you're basically saying the original poster has overreacted and was given a perfectly acceptable (and quality inspected) phone even though it was scratched and had the numbers worn off?
The device that was handed to me originally was seriously not fit for purpose. My earlier post was not an overaction. The handset had lost the silver coating - it was a bronze colour on the sides, top and around the screen. The screen was scratched and had a blur in it as if it has been left in the rain.

If this was meant to be an acceptable replacement, then this was seriously not acceptable.

Hope that clears that up.

But, on the positive, I was given a new front handset - which I fully appreciated.
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Old 31-01-2008, 11:33
flagpole
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Hi Rem0te,

I can see what will have happened here, let me explain.

If your phone was sent for repair and you didn't get your own phone back, this is because your own phone was beyond repair.

If your phone wasn't worth repairing for economical reasons or was just damaged irreparably, we couldn't send nothing back to you. In those cases we send a reconditioned phone of the same make and model.

If you're unhappy with the phone we sent to you, by all means we can arrange for another repair if it's faulty in any way or unusable to you.

Due to the vast variety of ways that customers use their phones, it's impossible to guarantee that we can send a phone that's of equivalent wear as your own. From time to time you may get a phone that's slightly worse or in a lot of cases a lot better.

We do test and inspect all phones that we send out so the phone we sent would have been passed as acceptable and in full working order.

I hope this will give people an insight into how our repair procedure works to help understanding why a situation may arise that you don't get your own phone back from repair.

Hopefullyuseful
Vodafone UK
Classic customer service waffle.

What you really meant was 'We made a mistake and are sorry' why people can't just say that instead of trying to justify everything i don't know.
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