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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Yes I am being VERY VERY Unreasonable but

31 replies

Buzzybb · 28/04/2010 13:34

I just want my money back or a new phone now not in two weeks time.
On going saga is new ph did not work repaired 3 times replace with a new ph which also did not work but was sent away to find the fault and I was given an email by customer care that I would receive cash back or a new ph, went into day and was told broken ph was fixed and would need to be broken 3 times before replacement so said no that was not on have a letter from ye blah blah blah, to be told no customer care were wrong and I should not get new phone or cash, I have now spoken to customer care again who siad we maybe able to send you a cheque it will take 2 weeks I left the shop as was so and now have no ph and really can't afford to buy a cheap one this month I have been nice I have been polite I have even said plse and thank you but I will not take back a phone with a proven fault [even if it is repaired] when I have a letter stating they would replace the phone with a different model or make of an equal value
Rant over but am

OP posts:
ShinyAndNew · 28/04/2010 13:38

Are you with Orange per chance? They did this to me. Even though, as I later found out, they had recalled my handset from all their shops as it had an inbuilt fault.

Ask for their head office address/complaints number.

Original poster
Buzzybb · 28/04/2010 13:49

No Vodafone and I did ask to speak to an area manager but they would not give me a contact so went on line to see could I get MD contacts but no luck yet, Am usually very easy going but this has really annoyed me so will not give in and take the tocco lite back when it is the 3rd one since November so that is 7 repairs and all phones have the same fault

OP posts:
posieparker · 28/04/2010 13:50

Do you have any of theri shops nearby may be better to do it face to face.

ShinyAndNew · 28/04/2010 13:52

I might be able to get Vodafone's head office number/complaints dept for you.

Check back after 5ish. DH used to work for them.

I do know he told me that it's costs phone companies less to give you want you want than to have Ofcom investigate them. So perhaps call back and threaten them with Ofcom?

ShinyAndNew · 28/04/2010 13:55

I wanted the Tocco Lite, but DH wouldn't let me, because he said he had taken too many calls off people complaining about them.

Original poster
Buzzybb · 28/04/2010 14:00

Posieparker I have been in store to pick up new phone that turned out to be the ph I had handed in they say speak to Customer Care who say speak to the store manager who then says Customer care should never have written tome with the promise of refund or new phone.
Shineyand new if you could that would be great, thank you or even just point me in the next direction I have already threatened them with the small claims court [the bloody ph is worth £100]
They have just emailed me to say they could send a cheque but it would need to be authorised which will take 2 weeks, that means 4 weeks as it would take another 10 days to clear, What would you do wait 4 weeks for the cheque to come and clear or say no give me cash or a ph I paid in cash also by the way

OP posts:
Original poster
Buzzybb · 28/04/2010 14:03

Really Shiney I have had them swear that I am the only customer who has ever complained about the Tocco Lite, stupid thing switches off and back on during calls but it did have a fab camera on it

OP posts:
ShinyAndNew · 28/04/2010 14:06

I think it was the Ultra I wanted, but I'm sure DH said all of them had faults. I'm not sure what the fault was though.

posieparker · 28/04/2010 14:06

Mmmm...do you have a contract with the shop? In that instance I would return to the shop and say the phone is not fit for purpose and so they must refund you in cash.

If you stand your ground you will be surprised what they can do, only speak to the manager and speak loudly. My dh recently bought trousers that ripped, he was ready to accept that he would have to pay for the repair and I then I talked to the manager instead and got a replacement pair. I just kept saying the same thing. If you bought a shirt from M&S and the arms fell off you wouldn't wait two weeks for a refund.

Southwestwhippet · 28/04/2010 14:09

I was just reading this thinking I wonder if you have a Tocca because mine is crap - I'm usually far too lazy to go and complain about mobiles even if they are a bit shite but I'm going to have to take mine back as the battery lasts under 24hours and it switches itself off all the time.

Hate hate hate it.

Original poster
Buzzybb · 28/04/2010 14:09

It is a prepay ph Yes I thought that as I had a receipt etc from the shop my contract was them they say no Customer care deal with me who say no the shop must all very

OP posts:
racmac · 28/04/2010 14:19

Do what i did when having problems with T Mobile - go to their shop and use their phone to call customer services and then you can relay the conversations!

Mine went something along the lines of (to man on the phone)

this manager (shop one) doesnt want to help me
now he is walking away from me
now he is having a conversation with a friend
what do YOU suggest i do about this appaling lack of customer care

would you like to talk to him? He may listen to you ?

eventually got it sorted but they were appalling so i sympathise

Original poster
Buzzybb · 28/04/2010 14:25

Racmac they would not even give me the phone number to ring customer care at first and the store are now not honouring what CC have written am off to do some shopping might go back in store again stupid Vodafone

OP posts:
Original poster
Buzzybb · 28/04/2010 14:29

South yes switching itself off is what they do it is a manufacturing fault the battery should only last 24-36 hrs apparently the more a ph does the less battery power it has
They did suggest I buy a new phone today and wait for the cheque to be sent out and the Samsung ping is apparently a nice ph Yes I will really be rushing out to but a touch screen Samaung phone

OP posts:
zipzap · 28/04/2010 14:30

Might be worth ringing up your local trading standards and seeing what they say - they would be interested to hear of people being offered replacements on one hand but then refused afterwards. Not sure if your situation constitutes breaking the sale of goods act but they would tell you.

They should also give you some weasly words to quote to make them replace your phone if you have had so many issues with it.

Also could you try writing to the local paper - ask them to find out how many people have had/reported problems with your model of phone as you are sure that you are not the only one that is having issues despite being told so...

good luck!

Sn0wflake · 28/04/2010 14:53

Can you use more punctuation OP. Very hard to read your post.

posieparker · 28/04/2010 16:00

Honestly I would go back to the shop and demand service, only speak to hte manager.

FabIsGoingToGetFit · 28/04/2010 16:22

my phone is crap as i can't hear a thing when i have a call.

funkybuddah · 28/04/2010 16:51

Right its a pain but phones get sent away 3 times in 3months for same fault will be exchanged at repair centre, if that one is faulty unfortunately the store have no choice but to send it again, swapping a phone instore is easiet than repair so trust me that if we could swap if we could.

If customer services have offered you money/new phone great but it has to be dealt with by them we can't touch it.

Pain in the arse I know.

Original poster
Buzzybb · 28/04/2010 17:23

Tks for the reply Funkybuddah. I know in reality that what you are saying is right but unfortunately I am going to go with what the consumer rights group have said, My contract is with the store and they need to replace or refund, also given that it has been sent away and a fault has been found I do not have to accept the faulty phone back [even repaired] Unfortunatly the offer of a cheque is not an actual guarentee that I will get a cheque the are waiting to get it confirmed that they can send it to me. My main issue is Customer Care and store are the same company and need to have the same terms and conditions for both sides of the business.
I was so cross I just made myself a pot of tea and never but the tea bags in
I am waiting to hear from the Area manager at the moment.
Fab Dp's ph was like that he had turned the sound to the lowest setting the store turned it up for him no probs, I will ask him when he comes in what they did

OP posts:
funkybuddah · 28/04/2010 20:26

Tbh if the regional manager has been informed chances are you should get a good result, my regional is fantastic.

When phones have repeated problems its so embarrassing to repeatedly send them back (your model of phone has actually been okay really) I wish more manufacturers would issue recalls/exchange stock.

Hope you hear soon.

mumbar · 28/04/2010 20:40

You could try my tact of saying ' what you mean is you won't give me cash, you can, but your choosing not to' Its never failed yet!!!

vicbar · 28/04/2010 21:38

I was once sold a phone and I had asked very specific questions about the call costs as it was mainly to call my now DH on another netwrok - yes it would be 2p a minute. My 1st bill was massive it was actually £25p a minute to DH. Apparently the girl I asked was a training and that was that. They offered me a free leather case - I calmly explained to the weasel manager that I would only accept a refund of the difference in costs and my proce plan changed to what I was told. He refused so i stood outside the shop for 2 hours telling anyone who approached that they would lie to get you to sign than ignore you.
I got my refund and every month for a year I would take my bill into the shop and they would refund the difference . I was only 18 at the time, my mum has a lot to answer for

mumbar · 28/04/2010 21:59

love it vicbar!!! Thats what I call people power!!!

oliviacrumble · 28/04/2010 22:15

Last week I cried in our local Vodafone store.

Didn't mean to, was actually madly stressed about ds1 and the phone was one of those 'last straw' things.

Essentially, my phone, bought 11 months ago, died. I brought it back, assuming I would get a replacement.

Twelve-year-old child running the shop told me it would have to be sent away to have "a qualified engineer" examine it (having also commented that my 11 month old phone, which cost 50 euro "let's face it, didn't owe me anything").

Just couldn't stop sobbing once I started. Vv embarrassing. They tried to fix my phone, but after a brief reincarnation it died again.

Still, they didn't charge me even though the dreaded 'water-damage' was cited.

Not sure if this has any relevance whatsoever...

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