Mobile phone warranty
Discussion
I have a Samsung Galaxy S3 with Vodaphone as a business customer. About 14 months of a 24 month contract. About 10 days ago wifi stopped working. It just wont turn on and the hotspot function wont work.
Spoke to Vodafone today to sort and they have said as the battery case is marked (it has a small spider crack on it) it is now out of warranty. This was my desctrription to them, they have not yet seen the phone. Their terms and conditions (http://www.vodafone.co.uk/about-this-site/terms-and-conditions/general-terms/) state in section 9
"Where Equipment supplied to Customer by Vodafone becomes faulty for reasons other than through Customer’s acts, omissions or misuse within the manufacturer’s warranty period, Customer shall return such Equipment to Vodafone at Vodafone’s cost and Vodafone shall repair or replace the Equipment in accordance with Vodafone’s Recovery Policy"
Think this is the recovery policy:
http://www.vodafone.co.uk/cs/groups/configfiles/do...
I have searched their site for a definition of customer acts or misuse but none is presented.
Are they right to have declared it out of warranty? Any suggestions on where best to vent spleen on poor VF customer service?
Spoke to Vodafone today to sort and they have said as the battery case is marked (it has a small spider crack on it) it is now out of warranty. This was my desctrription to them, they have not yet seen the phone. Their terms and conditions (http://www.vodafone.co.uk/about-this-site/terms-and-conditions/general-terms/) state in section 9
"Where Equipment supplied to Customer by Vodafone becomes faulty for reasons other than through Customer’s acts, omissions or misuse within the manufacturer’s warranty period, Customer shall return such Equipment to Vodafone at Vodafone’s cost and Vodafone shall repair or replace the Equipment in accordance with Vodafone’s Recovery Policy"
Think this is the recovery policy:
http://www.vodafone.co.uk/cs/groups/configfiles/do...
I have searched their site for a definition of customer acts or misuse but none is presented.
Are they right to have declared it out of warranty? Any suggestions on where best to vent spleen on poor VF customer service?
I hate Vodafone for the treatment I had off them.
My phone was sent away as it was crashing all the time. Phone was in perfect condition otherwise.
Dropped it off at the local store who sent it off for repair. It arrived back at the store a week later and the phone was scored, dented and scratched badly but had been fixed.
It was my phone internal and was clear that they had got my phone housing mixed up with someone else's. The shop admitted this as they had logged the condition as excellent before sending it.
The phone was then sent back to have the cosmetic damage repaired. A week later it was returned to the store and was "uneconomical to repair due to water damage".
I was raging as the phone was sent back fully working the week before and had suddenly became water damaged without leaving Vodafone's possesion. It wasn't subject to water in my care and was fine the week before when tested for water damage.
Vodafone refused to do anything about it.
The network is too weak in too many places too. I'd never consider going back to them.
My phone was sent away as it was crashing all the time. Phone was in perfect condition otherwise.
Dropped it off at the local store who sent it off for repair. It arrived back at the store a week later and the phone was scored, dented and scratched badly but had been fixed.
It was my phone internal and was clear that they had got my phone housing mixed up with someone else's. The shop admitted this as they had logged the condition as excellent before sending it.
The phone was then sent back to have the cosmetic damage repaired. A week later it was returned to the store and was "uneconomical to repair due to water damage".
I was raging as the phone was sent back fully working the week before and had suddenly became water damaged without leaving Vodafone's possesion. It wasn't subject to water in my care and was fine the week before when tested for water damage.
Vodafone refused to do anything about it.
The network is too weak in too many places too. I'd never consider going back to them.
I had a Samsung S3 go wrong for me within the first few months. I called Vodafone who tried all sorts of crap like selling me insurance before they could do anything. Instead I just went direct to Samsung (http://www.samsung.com/uk/info/contactus.html) who were brilliant.
Firstly they thought it may be a faulty battery, so sent me a new one free of charge. This didn't work so they gave me a case number and told me to drop it off at one of their many service centres. They looked at it, sent it off to a higher tier of repairer (there are 3 classes, apparently). A week later the phone was returned to me.
In theory Vodafone would have done exactly the same as me, however it would have taken much longer.
Come July, I'm leaving Vodafone for the way they handled this. It was several phone calls and emails before I gave up and went direct to Samsung. It took one call to Samsung and 2x 10 mile round trips (near the embankment in Bedford during the summer, so I didn't mind that anyway!)
Firstly they thought it may be a faulty battery, so sent me a new one free of charge. This didn't work so they gave me a case number and told me to drop it off at one of their many service centres. They looked at it, sent it off to a higher tier of repairer (there are 3 classes, apparently). A week later the phone was returned to me.
In theory Vodafone would have done exactly the same as me, however it would have taken much longer.
Come July, I'm leaving Vodafone for the way they handled this. It was several phone calls and emails before I gave up and went direct to Samsung. It took one call to Samsung and 2x 10 mile round trips (near the embankment in Bedford during the summer, so I didn't mind that anyway!)
Similar with Orange HTC wouldn't hold charge. Orange told me out of warranty, I quoted sale of goods act, they agreed (but to paraphrase) they would drag it out as long as they could in repair so I would be inconvenienced.
Sent direct to HTC they replaced several parts, returned in new condition about 1 week later.
Sent direct to HTC they replaced several parts, returned in new condition about 1 week later.
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