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SkillJim
SkillJim, Cell Phone Technician
Category: Cell Phones
Satisfied Customers: 32
Experience:  Is very experienced in the use of cell phones, and or smartphones.
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I have a contract with Vodaphone. My phone stoped working.

Customer Question

I have a contract with Vodaphone. My phone stoped working. I sent the phone to them and they returned it saying the damage was not their remit, yet nothing happened to the phone - it just stoped working. After contacting them 4 weeks ago they agreed to send me a replacement for £75 and I agreed. They told me I would get the new phone within 5 working days. My bank a/c was debited for £75 the next day. A week later and despite subsequent phone calls whereby I was assured the phone was despatched I received nothing. I contacted them again and they told me the phone I was promised was out of stock so I agreed to another phone. I was told it would be sent the next day. Again despite several phone calls whereby I was assured a phone was despatched and I was to allow 5 working days for delivery, no phone arrived. Eventually today I am now told that a phone was never despatched and I should have not been told anything different. So here I am a month on, I have paid for a phone plus £30 for my contract although I have no phone and it looks like Vodaphone now want to reimburse my money, leave me with no phone and expect me to continue paying my contract till the end of 2014 despite not having a phone - can you please help or advise
Submitted: 2 years ago.
Category: Cell Phones
Expert:  SkillJim replied 2 years ago.

Hello there and thanks for contacting us today, my name is XXXXX XXXXX I will try my best to guide you with as much information about your situation as possible. Please do not take any of my advice as fact, it is basically just a few things for you to consider to point you in the right direction.

Firstly it is wrong what Vodafone have done to you so far, and it shows a lack of customer satisfaction on their part. You have more than enough information to get other parties involved. However I would strongly suggest you contact Vodafone either via Live Chat at my following link, or from dialing 191 from a Vodafone handset (which by the sounds of it, you do not have right now - so try the live chat):

http://help.vodafone.co.uk/system/selfservice.controller?CMD=VIEW_ARTICLE&PARTITION_ID=1&LANGUAGE=en&COUNTRY=us&CONFIGURATION=1001&CURRENT_CMD=BROWSE_TOPIC&REQUEST_PAGE=CONTACT_US&ARTICLE_ID=323259&TOPIC_ID=26274

Explain to them that so far you have been very patient, but you have been charged nearly a month ago for something that has never turned up, and because you have been so patient in waiting for your phone to arrive, you have been charged a months bill for something you neither have or have used. At this stage you are well within your rights to complain and if you desire terminate your contract free of charge as what you were promised was not actioned upon.

You could also threaten to speak to Offcom and Ombudsman - just by mentioning these two words may help your situation immensely.

If you are unfamiliar with these organizations here are the links to their websites:

Offcom - http://www.ofcom.org.uk/

Ombudsman - http://www.ombudsman.org.uk/

With a bit of luck, taking action through this method of contacting the complaints department of Vodafone may be the best way for you to resolve the dilemma that Vodafone are giving you currently.

If you would like further information about anything I have mentioned above please do not hesitate to reply to me below.

I hope everything gets resolved for you in a speedy manner, please let me know the results!

If you were happy with my help today, I would be extremely grateful if you could rate my service below.

All the best, XXXXX XXXXX of luck!
James.

Expert:  SkillJim replied 2 years ago.
Hi Donald,

Just wanted to follow up to check in on how everything was going. Did you manage to speak to Vodafone via my help?

Please let me know what the current situation is, and if you require and further aid.

All the best,
James.

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