Hi, First time poster, but have been searching for somewhere to report the service I've received from Vodafone. The problem seems to lay in that no body wants to take accountability for what's happened. I have never needed to use the expression 'moved from pillar to post' more. I've being paying for insurance on mobile phones for while a now but never had to use it till recently. I foolishly dropped into a puddle on a rainy day. I thought I would take advantage of the service I'd being for for about 4 years and see if I could get it fixed when it wasn't turning on and drying it out near a radiator didn't help either. I submitted the phone on 21st Dec 2013, the store assistant was clearly annoyed that I'd caught his eye in the first place, which resulted in him having to help with an after service issue as opposed to acquiring commission for a new contract someone would take out. In fairness I can see where he's coming from, but perhaps the fault lays with the business and their set up. I've since been using an old, half broken HTC Desire, which I still had from a previous contract. I was then contacted on the 24th Dec by the repair centre who left a message advising me that they had no more Samsung S2's in stock so would I like an S3 instead? I rang 191 (Customer service) and explained that I'd missed a call about this but I would be more than happy with getting an S3. The chap I spoke to said he would call the repair centre and find out what was happening. 5 minutes later he reappeared on the phone and explained that it had all been confirmed and that it was on it's way but because it was xmas it would take a bit longer that the normal 3-5 working days. I patiently waited till the 6th January until I phoned. I was on hold for about 20 minutes before I got through. They told me they would put me through to the insurance company (who by the way aren't open at the weekends, which of course is really practical), that took another 20 minutes because they were very busy and then I had to be put through to the repair centre, which took a further 10 Minutes. I spoke to someone called Crystal who advised me that they were still waiting to find out if I was ok with being sent a S3!! I asked if I could just pick up one from the store and they swap it so I could have a proper working phone again. She told me that this wasn't allowed as I would have to have a reconditioned S3 as noted in my terms and conditions. I asked her if anywhere in the terms and conditions it was stated that it was acceptable to make this kind of mistake which resulted in me not having a working phone? She naturally had no answer other than she would get the phone sent off that day. I was unable to restrain my frustration and asked to speak with a supervisor who I was promised would call me back that day. The next day I got a phone call from a supervisor who left a message on my phone as I was at work. I called back and was told that the phone would definitely be with me in 3-5 working days so Friday or the following Monday. I asked to make an official complaint which he said he would escalate. I've had to call again as it's still not turned up. I'm coming up to nearly 1 month without my phone and I'm strongly questioning why I pay £8 a month plus £25 excess to receive shocking service like this. Has anyone else had an issue like this?