Vodafone damaged my phone when sent for repair ***Resolved***

[RichardCorfield]

Hi all,

 

I have been writing constant emails over the past couple of weeks so will try and keep it as brief as possible.

 

I have a note 3, unfortunately it started to loose signal, I took it to vodafone who booked it in for repair. I have always had my phone it a spigen case since new, therefore it's completely mint.

 

A few days pass and I get a txt informing there is water damage in the USB port and they won't fix it, I asked for the phone to be sent back with a report. I went to the store and when the phone was produced I immediately said that it wasn't mine as there was substantial dents and scratches all over the phone.

 

Ok to cut a long story short, I had to send my repair form in to prove that it was in good condition when I sent it this was detailed on my paperwork.......2 weeks on and they offered me a replacement at last I'm getting somewhere, however note 3 is out of stock. I was offered an iPhone 4s, blackberry and Nokia lumia I thought they were joking. After countless calls they offered me a galaxy s5 and received a txt saying it was being processed, I know received a call today saying that it's been rejected as the initial findings on my phone was water damage therefore a replacement can not be processed. I can't honestly believe what is going on, as far as I'm concerned this could of happened when the rest of my phone was being damaged. I'm really not over reacting on the damage the silver bezel is dented on 2 corners and has scratches on the front and screen.

 

What can I do? They have said they are still trying but I'm starting to loose my patience.

 

Will the store help me or just over the phone?

 

Thanks

 

Rich

[ericsbrother]

Make your complaint in writing and take the letter to the store if convenient for you to do so. Insist that they communicate in writing by email or letter.

[RichardCorfield]

Hi Thank you for your advice.

 

Its honestly so hard to contact anyone via email. They have all said that everything is in hand but nothing seems to be happening.

 

I will go in to the store tomorrow if I don't receive a call from a manager today.

[rebel11]

Hi Richard

 

Welcome to CAG

 

We have Vodafone Rep's on this site who can look into the matter for you.

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 - CAG 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 them as soon as he can?

CAG

 

DX SITETEAM

[Lee Vodafone Company Rep]

Hi Rich,

 

Thanks for making me aware of this.

 

If you're still in need of help with this, could you email me as per the contact details posted by rebel?

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[RichardCorfield]

Hi Guys,

 

Sorry for not replying, I haven't had any email notifications to say that people had replied.

 

 

I just wanted to provide an update. After a department declining a replacement. A manager in Egypt escalated my issue and she has issued a new phone. There were no note 3's available and replaced it with an S5. Obviously I'm very happy with the result but its a shame it took a month to sort out.

 

Thanks

 

Rich

[rebel11]

Well Done, Richard.

[Lee Vodafone Company Rep]

Hi Rich,

 

Thanks for updating the thread to confirm that things are now resolved.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK