You would think I'd have learnt my lesson, having experienced poor customer service from Vodafone on at least two previous occasions (see "
Vodafonies" and "
More Vodafone Woes"). Well, apparently I'm a glutton for punishment having yet again renewed my relationship with Britain's largest and most inferior mobile provider.
Towards the end of April Vodafone rang me up because, unbeknown to me, my previous 18-month contract came up for renewal. The chap on the phone caught me at a bad moment so I asked him to ring back later that evening when I could be sat in front of the internet looking at pictures of whatever handset they offered me.
I'm a good customer for them because I don't know much about phones, so I always take the first thing I'm offered. On this occasion the first thing I was offered was a Nokia 6210 Navigator.
At the start of June, only 6-weeks after receiving my new handset, a problem developed with the display. It became very low resolution with the characters all "bitty" and a centimeter wide black margin down the left hand side. I tried to call Vodafone customer services to discuss my options for getting the handset repaired or replaced. After about 10-minutes of listening to their canned music I got bored of waiting, so I decided to use the help form on their website instead. I received an email acknowledgement but never heard anything back after that, blowing away their claims to respond within five working days.
Ten days (and at least 8 working days) after my email I decided to ring their customer services people again. I actually managed to speak to a helpful person on that occasion and we agreed I'd take my defective handset into my nearest Vodafone store.
At the Vodafone store, on Grainger Street in Newcastle, I was yet again fortunate to deal with a helpful Vodafone employee, who inspected my handset and quickly declared that my "display has gone" and he'd send it off to the repair centre. I explained to him that the fault had just developed, I hadn't exposed the handset to any extreme conditions and it was only 6-weeks old when problems began. He wrote on the repair form that the handset was in good condition with no external scratches.
Today I returned to the store to collect my handset, only to be told that the damage was not covered by warranty and they wouldn't proceed with repairs until I agreed to pay for them.
How shit is that? Any other retailer in the world if you buy something and it goes tits up after only 6-weeks they'd offer you a repair, replacement or refund. A phone being used normally is meant to last for more than 6-weeks - if it doesn't there is a defect in the materials or workmanship - which is something the retailer (not the manufacturer) is legally obliged to remedy under the 1979 Sale of Goods Act.
So I'm in a bit of a quandary now: do I: (a) pay for the repairs when I completed disagree with the way Vodafone has shirked from their original legal responsibility to provide me with a handset of satisfactory quality; or (b) pay ten times as much to escape from my contract with the scheming money-grabbing shysters?
Either way, I cannot recommend Vodafone because of the abysmal way they treat their contract customers.
In case anyone from Vodafone is reading this my repair number (SID) is: 2470040. I'll also warn you now that I'll be in a belligerent mood having to waste yet more of my time by visiting your store on a second occasion.