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About JanineM27

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  1. I have a 24 month business contract with Vodafone, on which I pay for 8 numbers. I have been a loyal Vodafone customer for 10+ years. This week one of the business handsets (iPhone 5s) starting playing up and blue screening. Having checked this online, I found it is a known problem with iPhones. The phone will now not turn back on. This is a business phone/ number and we use this number to give to clients as a main point of contact. I am 12 months into the 24 month contract, and 16 days past the warranty period for the handset. I did some research online and found that under the Supply of Goods and Services Act I have statutory rights to demand that Vodafone provide handsets that are 'fit for purpose'. I would expect that for a 24 month contract, in which I am paying monthly not only for the calls/ text etc but for the handset itself, that the phone would last the duration of this time. Digging a little deeper I found that the EU consumer directive states that 'A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period.' Crucially a key point in the directive is that it doesn't require the buyer to show the fault is inherent in the product and not down to their actions. Furthermore, Citizens Advice state that if you are unable to use your service while your equipment is broken, the service provider may have broken their agreement because they are not providing you with the service you are paying for. Armed with this information I called Vodafone customer support today only to be told that none of the above applied to Vodafone when an Apple product is concerned (?!) Had I bought another phone (say a Sony or Samsung) then Vodafone would happily extend the warranty but as I had an Apple product that was older than 12 months there is nothing that they can do! I asked the agent to confirm that Vodafone don't uphold the EU directive nor the Supply of Goods and Services Act and the agent confirmed that this was the case! I advised that I would be emailing the CEO, Jeroen Hoencamp, to ask him his take on this. I also plan on contacting Trading Standards and the Alternative Dispute Resolution service provided by Ombudsman Services Communications. Meanwhile, I am without one handset which is not only crucial to the daily functioning of my business but in addition to this I am being told I must continue to pay for a service for another year that without a handset cannot be used! I intend to pursue this to the last degree as I cannot see how Vodafone can ignore these rules! I entered a contract with Vodafone and in my eyes, and the law it would seem, they have breached their end of the agreement. I wondered if anyone else has come across this and what steps they took?
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