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Taking Vodafone to court if necessary in warranty repair ***RESOLVED***


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Hi I am looking for contact details for Vodafone legal department. I have checked my repair and been told that it is due to physical damage on the sim card reader that it cant be repaired within my warranty.

 

I have a sony xperia z1, I took it to someone in Southend (Vodafone) he checked the phone and made sure there was no external damage, he also checked to see flaps (its a waterproof phone) to ensure no moisture go in underneath the flaps to indicate water damage.

 

He then sent it off. Today I found out that the phone has "physical damage" relating to the sim card reader and the motherboard and that an OUT OF WARRENTY repair could be an option (IF it can be repaired). I don't want to accept this, a, I don't feel I should be liable for any cost to a phone that has been used with the upmost care, has no signs of damage and has never had any thing untoward doing to it. additionally I don't want to accept any liability as if it cannot be repaired then a replacement would be charged at full price "or some discounted price" and again I don't want to pay, its not right and I refuse to.

 

I spent an hour in discussion using contact us, and 30minutes on the phone and both times to no avail. I have told them I want direct answers by Friday or I will progress to legal (small claims court), however I need to give them fair chance to respond.

 

Can someone give me their legal department address please? I have been a customer for 8 years, had no insurance claims (had insurance most years except this as I only got a year contract and figured manufacturers warranty would be fine as I don't damage phones plus its waterproof and shatterproof apparently) and now I feel really let down and angry.

 

I took a phone company to court before (one of them phone recycling companies) and they only seem to realise I am serious once an online money claim small claims court form has been issued.

 

Any advice on how to proceed, I am not going to accept "as a token of goodwill we will pay SOME of your costs etc", I want to be vindicated and not made to feel like a liar and a cheat.

 

Thank you in advance for any help Nick

Edited by citizenB
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Any legal documents would normally have to be served to the company's Registered / Head office. Just add to the heading in your letter that it should be passed to the legal department.

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1: How can BCOBS protect you from your Banks unfair treatment

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Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Registered office..

 

Vodafone Group Plc

Vodafone House

The Connection

Newbury

Berkshire

RG14 2FN

England

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Hi Nick

 

Welcome to CAG

 

We have Vodafone Rep who's very good, he might be able to look into the matter before you turn to other avenues:-

 

We advise you to follow this method to alert them to your thread:-

 

To get this looked into further could we please you ask you to email HERE with the details quoting the code WRT135 - CAGlink31.gif Forum in the subject line

 

 

Once sent you'll receive an automated reply with a reference number.

 

 

To ensure that it reaches Lee could you update the thread with this and he'll get back to you as soon as he can.

 

CAG.

DX SITETEAM

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submitted an email, cant imagine it will do much. I've had an 30 min call with tech team explaining how I cant see how sending my phone back to the shop to escalate is a good use of anyone's time, and an hour online chat with complaints team with the only outcome being that "IF it can be repaired as a gesture of good will we may pay some costs".. ridiculous I am not accepting any liability for a fault I did not cause, frustrating how they keep trying to trap me in saying I did anything wrong.

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Someone called James from Vodafone has replied and said they will charge me an excess for repair then refund it for me so hopefully it is all sorted. I just need to wait for the repair team to get a replacement in? seems odd but if it helps and is timely I think I am happy. I'll see how it plays out and let everyone know how I get on, I'll let xxxxxxxxxx and the official Vodafone forum know too.

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Someone called James from Vodafone has replied and said they will charge me an excess for repair then refund it for me so hopefully it is all sorted. I just need to wait for the repair team to get a replacement in? seems odd but if it helps and is timely I think I am happy. I'll see how it plays out and let everyone know how I get on, I'll let legalseagulls.co.uk and the official Vodafone forum know too.

 

Getting replacement but asked if it will be days or weeks until it arrives and the only response I got was this: Is that right? not sure If I've become a "difficult customer" and its what I should expect whilst paying or they are pulling a fast one... " Hi Nicholas, We don't have a timescale unfortunately, please accept our apologies for the delay. As soon as stock arrives, one will be dispatched to you. Thanks, Kay Social Media Comms "

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A note sent to Vodafone. Is this ok? I am so angry, the phone was the same one and they had no idea I should of had a replacement. Still left without a phone, and massive stress. Have emails saying I was getting a replacement, from Social Media Team and Complaints team... don't know what to do now

 

Hi

 

I have gone to the store today to get my replacement phone (as advised by yourselfs) but was instead informed that it is my same phone and that there is no replacement. I was advised the store could do nothing as they had no record so I called the only department I have a contact number for (technical support) and after much arguing about whether I was in the right store (I was calling from the store) and whether or not it was a replacement I was asked to pass the phone to the store assistant. He then got told a replacement was due, checked the system and saw the notes but told the technical support person that no emails were received notifying the store and they cannot help. The assistant then ended the call with technical support person and phoned retail support who had claimed never to heard of social media team and had no contact details and again couldn't help!

 

ultimately I have gone up early to get this after being frustrated with the little communication, then told I would not be receiving a phone, told there was no one I could talk to but yourself and that they don't even know who you are. It is ridiculous the amount of stress I have been through, Please can someone contact me or give me clear details on what to do next within the next 72 hours I am beyond frustrated.

 

Retail don't talk to anyone on from the phone,

Technical support don't deal with customer support

customer support don't seem to have clear commination with retail, it is endless chasing and I am getting to a point where I just want to send legal documents off.

 

At the end of the day I was told I would get a replacement, but instead left with a phone which is not fit for purpose and no where nearer to knowing when I will be getting my replacement!

 

I would appreciate it if you look at the store notes as Patrick (sales assistant) was helpful, even if the assistant manager refused to talk to me (I don't believe there was an hour long call preventing her from talking to me and unable to give me a time when to call back in store). I want a satisfactory resolution, I have been a customer for so long and had HUGE bills in the past, I wont accept such poor service.

 

Kind Regards

 

Nick

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Hi Nick

 

The letter is fine.

 

I would have taken the e-mail from James with me to the shop.

 

'Someone called James from vodafonelink3.gif has replied and said they will charge me an excess for repair then refund it for me so hopefully it is all sorted. I just need to wait for the repair team to get a replacement in? seems odd but if it helps and is timely I think I am happy. I'll see how it plays out and let everyone know how I get on, I'll let xxxxxxxxxx and the official vodafonelink3.gif forum know too.'

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HI Rebel

 

I had my girlfriends phone which had copies of chat logs, and all emails. I didn't need to show them, the customer service person on the phone saw on system I was there to replacement and notes were on the system. The customer service guy spoke to the retailer, who then saw the notes on the system saying I was getting a replacement phone, he then called retail support who saw notes but the whole time they kept saying

 

we have no idea who these "social media comms team" are , I said how can you not know who these people are when I do, and then he said no ones heard of them nt even my manager and said we have no contact details at all.. so they said they cant do anything as any replacement stock would have to come through warehouse than store as for I think for some reason they are almost like two separate companies retail and Vodafone in general. its almost like they are a franchise in store with no actual power, not actually the company its bizarre.

 

 

ive emailed back both your guy here, and the social media comms team and hoping I can get this sorted tomorrow. I get stressed quite easily and this is not helping, surprised I didn't have a heart attack in store, I got extremely angry with lack of help.

 

computer says no

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Hi Nick,

 

Thanks for updating the thread.

 

Things appear to be getting a little confusing here.

 

However, rest assured that I've got your email and will get back to you as soon as possible.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

Edited by ims21
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Really pleased to hear this has been resolved now :)

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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