Consumers may be interested to learn of the following problem I have encountered with the customer service from Vodafone.
I bought a Vodafone Maxon MN2 with prepayment for calls. Less than a year after purchase of the phone the plastic battery clips on the battery pack broke. As far as I am concerned this is shoddy design, not any form of misuse.
I contacted two Vodafone shops (Newcastle and Gateshead) and telephoned Vodafone. All tell me that the battery is now unavailable, though the phone was a current model less than a year ago. My Vodafone is therefore completely defunct. Vodafone states that battery clips are not covered by their warranty (two letters from them to this effect), and have refused to do anything whatsoever. I have reminded them that consumer protection legislation requires goods to be of merchantable quality, and that a persishable component which goes within a year and cannot be replaced breaches this. Thet refer to their warranty ...
Vodafone have refused point blank to refund calling credit and service credit which I have prepaid - about £30. I regard this as institutionalised bloody mindedness, as as far as I am concerned this is my money they have pinched.
They have not made any effort whatsoever to resolve this issue - I've telephoned once and written twice. They stonewall.
I'm around £100 out of pocket and a lot of inconvenience on this shambles. Very clear advice - do not touch a Vodafone.
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Sorry to hear about your experience! Ive had my vodaphone phone now for almost a year too and ive been really happy with the service ive received! Is there not an ombudsman for this line of business you can go to? Or citizens advice? Id take it further thats a really awful way to be treated!
Let us know how you get on! good luck!
cheers fee :0)
Aquila 22.08.2001 23:48
An update to my post.
Vodafone have now offered to refund outstanding air-time credit, but not outstanding service time. On the handset they comment "as we do not manufacture phones here at Vodafone we have no jurisdiction over the availability of products and parts".
It has taken them three letters to get this far, and I'm underwhelmed. I don't know what the legal position is, but it seems to me they have given an abysmal level of customer service.
leggb 07.08.2001 23:48
I've been totally unhappy with the service that vodafone have given me as well. Phoning up there automated customer service helpline is a nightmare and is always of little use, then they have the nerve to charge us for it aswell. Good op, bri.
Advantages: Good range, able to offer you good customer care and change talk plans top up e.t.c because they are part of Vodafone. Disadvantages: Slightly more expensive for Accesories.
eep362 12.07.2000 ·
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