Hi Lee, All I can say is that I am absolutely furious. I picked my phone up yesterday lunch had to wait until I got back home to switch the SIM card (which I was told would work but didn't so had to call customer services to reinstate) which took it into the late night for the phone to become fully functioning. I have just taken a call from a friend and the microphone has STILL not been fixed. He can't hear my on the other end and it keeps fading in and out which was the initial issue. This is absolutely unacceptable. I've been without my phone for almost a month and it comes back with the same issue that it was sent off for. I want a reasonable resolution immediately otherwise I'm raising this with an ombudsman. Regards, Ian

Thanks silverfox1961.

Hello, This is getting ridiculous now. My repair issue has been partially resolved (I AM STILL WITHOUT MY DEVICE!). I thought that the damage that had voided the warranty was 'wear and tear', I am confused as to how a large crack would appear at the bottom of the phone - one that was not there on initial assessment carried out in store before being sent out. I'm afraid I can't accept responsibility for this, as if it had occurred whilst in my possession the in-store inspection (images attached) would have picked this up? It’s been a massive inconvenience on my part; the phone repair has been delayed, I will be without the functionality of my phone (such as 4G) for a further 3-5 days, I have had to take the time to make multiple phonecalls/emails to get to the bottom of the situation, had promises of a customer service manager call back broken (who still hasn't called me back!) and have been made to feel like a scapegoat throughout. It's going to have to be an escalation now - can I get this highlighted at executive level please. I called the repair center to get an update on the handset and whether it would be ready by Friday before I go away, they could not confirm that this would be the case but if I called customer services they might be able to assist. I'm currently on a 4G tariff so I expected the same functionality with the temporary phone. 1 week I can handle, but when I return it will be 3 weeks which is just not good enough for me. I called customer services and spoke to an advisor who stated that I might be able to get a new temporary phone from a store depending if they had them in stock. He called the store and as I waited hung up. I called back to be put through to another advisor. She stated that I simply had to go in store and pick up a handset and take my temporary one back, and put this on my account. She was going to put a note on my account and advised to get the store to check my account and I could pick up a replacement. Yesterday I went into store to do so. I was told that customer service has no bearing on what store can do and they wouldn't be able to do that at all and I had been misinformed. Also the systems were down anyway so the store assistant couldn't check my records. Again I called customer services to find out why I had been misinformed, I was told that they systems were down there and that they would call back in an hour. Unsurprisingly they did not call back. This is getting beyond ridiculous now. This is absolutely abysmal service all round, I have been lied to on numerous occasions and as a consumer I feel it's my right to a good service that I pay money for. Lee has been helpful in resolving the issue, and the device is currently being repaired - and will still be in repair for when I am away. It will be 3 weeks without my contracted device when I was promised this would take 1 week. The customer service has been beyond woeful. Ian

Hi Lee, Thanks for looking into this for me. Just to update - I called what I thought was the repair center on Friday 15th May which was the number left for me via voicemail, however it was in fact the 'out of warranty team'. They recommended to speak to a customer advisor. I spoke with a lady called Maya and explained the situation. They offered a £20 reduction on the repair (how she got to that figure is beyond me!) which I felt was not the most reasonable solution so asked the issue to be escalated. I was told her manager would then contact me at 1:30pm on the Friday. I am yet to be contacted, so the fact that the customer service TEAM can't deliver good customer service is truly terrible! I really need this resolving by this Friday as I am going away and need my phone. Many thanks, Ian

Thanks @silverfox1961 After reading about the 'water damage' routine I was actually hoping they mentioned this as it's a waterproof phone! That's what confuses me, the only damage that it would potentially have is marks on the screen due to it coming into contact with things in my pocket - How you are expected to keep the device in pristine condition is beyond me, keep it in the box?! My favourite is the phonecall at the end of the day - I've checked the repair tracking: Job Created 11/05/2015 18:26:11 Despatched From Store 12/05/2015 09:25:45 Received At Repair Centre 13/05/2015 08:12:11 In Repair 14/05/2015 14:09:55 It's taken 3 hours to get in touch to let me know about the preventative scratch. Amazing service!

Hello, I've done a bit of Googling and found lots of people in the same boat as me with Warranty issues from the Repair Centre, it's quite shocking! I have a hardware issue on my Sony Xperia z3 compact affecting the microphone/speaker and apparently a scratch on my screen has voided my warranty therefore Vodafone won't fix my phone without a charge of £144. I have sent the following to customer support, really hope that someone can help: As a customer that switched to Vodafone on the premise of their outstanding service, it's really upsetting that I have experienced such a poor level. I have been dealing with microphone/speaker hardware issues from my Sony Z3 Compact for the past two months - but it had gotten to the stage when it was affecting my usability of the phone. Speaker volume was very low, even at max volume which was an inconvenience, but the microphone issue has progressively worsened over the past two months, so much so people on the other end of the phone can hardly hear what I say. Therefore I thought it best to visit the nearest Vodafone store (Victoria Station, London) on Monday (11th May) to find a resolution. In store I was advised that the device was faulty and was still under warranty so had the option to send to the repair centre and have the device repaired free of charge. I was given a courtesy phone and informed that my device would be repaired and ready for collection on Tuesday (19th May). I received a phonecall at 17:06 this evening (14th May) which I could not take during working hours and a voicemail was left. The voicemail informed me that there is a scratch on the screen of the phone which voided my warranty and if I wanted the repair it would cost £144. Obviously upset, I attempted to call the number back but the office had closed being so late on in the day. As you can understand I'm a bit aggrieved by the situation as: 1) I can't think of any superficial damage to the phone, but can't understand how this would have a bearing on the device hardware. If it does have a scratch this may be superficial 'wear and tear' but again how does this impact the hardware so drastically? Also how does this invalid the warranty? This has to be the first and only time I have come across this for a product! 2) If there was a scratch, why was I not told this in store and that it has invalid my warranty?? I returned to the same store today (14th May) to ask and was told I should have been informed and that the device should not have been sent to the repair centre if this was the case. 3) The internal fault with the phone has been very disruptive to my overall service, and to be asked to pay £144 is quite shocking for something that has not been caused by me. 4) Trying to call instantly back moments later to find out the centre was closed could potentially delay the resolution and leave me without my phone for a unnecessary prolonged period. 5) It will be a week without the device, and it will come back as non-fully functioning even though I am under apparent warranty. Unfortunately poor service on all aspects and I am now starting to regret moving service provider. Many thanks, Ian