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MAXY44
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Purchased brand new phone for my child - from £200 down to £80 from Vodafone in Ealing.

The screen cracked within 3 weeks.

Considering that we have 7 phones in the household and none cracked before; we really believe that there is a serious fault with this particular model.

NO - there was no malicious damage.

Written to Vodafone 3 times and they only replied twice (this is in 5 months)

Their answers. "We sell airtime and not telephones - we do telephones to please the public but we cannot be responsible"

We are waiting now on OFTEL but I am keen to take Vodafone to Court. :mad2:

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Hi MAXY44,

It's a shame to hear that a suitable solution has yet to be reached in this instance but I'd certainly like to take a closer look at this for you.

To enable me to do this could you email your details across via the information in our pinned thread here http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems?

Once you've sent it you'll receive an automated reply with a reference number. Could you update the thread with this so I can make sure it reaches us and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK

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Will move this thread there.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Dear Lee,

I must say, I am surprised to see Vodafone in this Forum.

 

We did ask for help in July to Vodafone - but eventually blocked to make any comments.

 

This was the ticket number - EFT165

 

We are just waiting for Oftel to reply (it should only be a few more days) but we are well prepared to take Vodafone to Court. Over 5 months have gone by and it is VERY, VERY silly on Vodafone's part.

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Max,Vodafones input and help on these forums has been unsurpassed by any other Customer Services resolution team.

If you take a few minutes to read up on some of those in the stickied thread at the top of the page,you will have a good insight.

Many,like you,have come here after a lengthly period of dialogue and failed action-its a shame that companies with a big brand and reputation such as Vodafone dont get things right earlier.

Having said that,at least they do try hard to sort things out here-which is more than I can say for the other Mobile phone operator/providers who have equally been offered the chance to do so.

Lets see what the VF webteam can come up with for you.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Dear Martin,

Thank you very much for your time.

I am not very familiar with your site and the Internet in general, hence, please excuse my ignorance.

I have followed the link proposed by Lee but I am not really sure for what I am supposed to look for.

The ID given above by me was the original complaint on Vodafone website (as it happens, we have 4 contracts with Vodafone).

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The reference you posted does seem a little short, it's normally a 7 digit reference number.

This is the bit that Lee was refering to :-

Hi CAGlink31.gif members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on CAGlink31.gif is with the very best of intentions.

Vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.

https://help.vodafone.co.uk/system/s...PARTITION_ID=1

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.

 

Many thanks

 

Web Relations Team

Vodafone UK.

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue.

 

I'm sure Lee will get back to you with further information. As you can appreciate this is a public forum, so one of the troubles Lee has is going through data protection in private, so finding your details through an automated reference number allows him to contact you and sort your problems out as efficiently as possible.

 

I will post my concerns though, Screens don't just crack, they need an external force to break them. I think it will be hard for you to prove that this is an inherent manufacturing fault. I feel any solution will be down to the goodwill of Vodafone.

 

Best of luck

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EFT165 Your eForum Query [#2932119]

 

Could that be the one!? :?:

 

Locutus - I agree with you - screen don't just crack. Vodafone has told us in writing that they are NOT a shop. The Court will decide on this issue too, while I would like to bring to their attention that the DTI has strong rules and guidelines and IT IS NOT DOWN TO THE CONSUMER to prove that the item was not fit for its purpose - it is down to the seller. Obviously, there is a time limit. But as the phone "broke" within 3 weeks there is plenty to argue about.

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Max-Lee will no doubt respond to your post-and let you know what he needs.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hi MAXY44,

 

Thanks for coming back to me.

 

From the email reference you've posted I should be able to trace your details and will come back to you as soon as I can.

 

In regard to your concerns about our eForum our Moderators will usually remove posts will relate to account specific query and will then contact the customer privately in order to offer further assistance.

 

Kind regards and I look forward to speaking with you soon.

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 5 months later...

Just to update the issue.

 

Vodafone have been really unprofessional and only after Otelo have contacted them, they offered me a deal without Otelo involvement. This was declined and in January of this year, finally, Otelo asked Vodafone to pay for the broken telephone plus a very small compensation too.

 

Vodafone had 2 weeks to pay up but, they didn't. Otelo in now investigating and Vodafone have another 14 days to pay what is due.

 

I will have great pleasure, at the end of the summer, to cancel all of my 4 contracts with Vodafone - what a bunch of jokers.

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Welcome back Maxy44.

I noticed you have been absent for a while up till this week.

Thanks for updating the thread.

Its very unfortunate that the VF webteam were unable to resolve your complaint after you reported here,in fairness from your posts I dont think from the start you had much faith in that happening in any event.

In consideration of the 5 months thats elapsed since you last updated,and given that Lee made the last post before yours here today,I think its only fair to ask him to respond to this,and I will alert him to your update.

The CAG has documented lots of sorted cases after their interventions here,and obviously for one reason or another,there have been some instances where there has not been harmony for all with the conclusion.

However,your points are taken on board.

Whether it will be appropriate for any detailed response from VF,on account of Otelo directions or involvement to be openly discussed needs also to be respected.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Just to update the issue.

 

Vodafone have been really unprofessional and only after Otelo have contacted them, they offered me a deal without Otelo involvement. This was declined and in January of this year, finally, Otelo asked Vodafone to pay for the broken telephone plus a very small compensation too.

 

Vodafone had 2 weeks to pay up but, they didn't. Otelo in now investigating and Vodafone have another 14 days to pay what is due.

 

I will have great pleasure, at the end of the summer, to cancel all of my 4 contracts with Vodafone - what a bunch of jokers.

 

Hi MAXY44,

 

I'm genuinely sorry to hear that we weren't able to bring this matter to a satisfactory conclusion without you feeling it necessary to refer it to Otelo.

 

I do recall emailing you during October but unfortunately didn't receive a reply and shortly after I noticed that my colleagues in Customer Relations were liaising with you over this.

 

In regard to the refund I'm sure that this will be investigated following any contact from Otelo and someone will get back to you as soon as possible.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

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