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Hi everyone, hope somebody can help to sort this out. Its my daughter-in-law who has the problem, I am hoping to find her some helpful solution.
Ok. She purchased a Blackberry Curve in November 2010 (PAYG) costing, 169.00.
All had been fine, until last week - she noticed the display had gone and all she had was a blank, white screen! Without further ado, I contacted Vodafone Customer Service for her and they explained that she would need to take it into the Store she purchased it from and they would arrange to send the phone off, for a warranty repair.
The following day, she went to the Bromley Vodafone Retail Outlet and explained to the Store Asst the problem she was having. He took the phone for closer inspection and noted it had a different case to the one originally supplied (she had to have a new case put on it, as the original started losing its colour/gloss and started looking tatty). He said, unfortunately we are unable to send the phone for repair as you have changed the case, which has invalidated your warranty!
He had accessed her/the phone details on his Computer and went on to say, also we are unable to repair it owing to previous 'water damage?'. She queried this and he went on to say, you returned the phone for a repair previously, as it had a stuck button - we did not repair the phone as it was considered to be the result of water damage. So we cannot repair it anyway. She was totally gobsmacked, there had never been any instance of water damage to her phone - the fact that they did not repair phone previously, she had thought they could not find fault.
As fault (button stuck) was so minor, she did not insist they fix it and in fact it corrected itself anyway. How they have arrived at there being water damage is totally absurd and unfounded.
However, I looked at the information and guidance on the Vodafone Website, in relation to warranty repairs and noticed this clause, in relation to water/moisture damage,
which reads:-
Water/Moisture Damage:
"Moisture can corode internal parts, but sometimes the source of the damage isnt as obvious, as rain or dropping your phone in water, steam from a kettle, bath or shower, or changes in climate are all, common causes to be aware of. Not all damage of this kind is visible and can only be spotted, when we inspect the phone for repair"
Is this not somewhat 'vague' and gives Vodafone just a little bit too much scope, in suggesting water/moisture damage, being a likely cause for absolutely any fault whatsoever arising on a phone? Thereby removing any liability for Vodafone to adhere to Customer Warranties as they can simply use this as a fob off, any time it suits?
the part that states, ......the source of the damage isnt as obvious, as rain or dropping phone in water etc ...... as rain and CHANGES IN CLIMATE ........
This is so open to abuse, the possibilities are endless???
Next thing they will be introducing, in order for a warrnty repair to be done is, a questionaire, querying what rooms in your house you have used the phone in, & maybe there was a window open and was raining outside? or, did you use your phone outside and notice it suddenly got windy and the gusts of wind may have contained tiny moisture droplets ! ......... its pathetic!!!
However, it does mean - she has a phone, not fit for purpose, less than 6 months old and at a cost of 169.00. What a total waste of money, in my opinion!
I know we now live in a disposable Society, but at what cost? - any advice would be gratefully received. Aarrrrghhhhhhhhhhhhhhhhh!!!
Ok. She purchased a Blackberry Curve in November 2010 (PAYG) costing, 169.00.
All had been fine, until last week - she noticed the display had gone and all she had was a blank, white screen! Without further ado, I contacted Vodafone Customer Service for her and they explained that she would need to take it into the Store she purchased it from and they would arrange to send the phone off, for a warranty repair.
The following day, she went to the Bromley Vodafone Retail Outlet and explained to the Store Asst the problem she was having. He took the phone for closer inspection and noted it had a different case to the one originally supplied (she had to have a new case put on it, as the original started losing its colour/gloss and started looking tatty). He said, unfortunately we are unable to send the phone for repair as you have changed the case, which has invalidated your warranty!
He had accessed her/the phone details on his Computer and went on to say, also we are unable to repair it owing to previous 'water damage?'. She queried this and he went on to say, you returned the phone for a repair previously, as it had a stuck button - we did not repair the phone as it was considered to be the result of water damage. So we cannot repair it anyway. She was totally gobsmacked, there had never been any instance of water damage to her phone - the fact that they did not repair phone previously, she had thought they could not find fault.
As fault (button stuck) was so minor, she did not insist they fix it and in fact it corrected itself anyway. How they have arrived at there being water damage is totally absurd and unfounded.
However, I looked at the information and guidance on the Vodafone Website, in relation to warranty repairs and noticed this clause, in relation to water/moisture damage,
which reads:-
Water/Moisture Damage:
"Moisture can corode internal parts, but sometimes the source of the damage isnt as obvious, as rain or dropping your phone in water, steam from a kettle, bath or shower, or changes in climate are all, common causes to be aware of. Not all damage of this kind is visible and can only be spotted, when we inspect the phone for repair"
Is this not somewhat 'vague' and gives Vodafone just a little bit too much scope, in suggesting water/moisture damage, being a likely cause for absolutely any fault whatsoever arising on a phone? Thereby removing any liability for Vodafone to adhere to Customer Warranties as they can simply use this as a fob off, any time it suits?
the part that states, ......the source of the damage isnt as obvious, as rain or dropping phone in water etc ...... as rain and CHANGES IN CLIMATE ........
This is so open to abuse, the possibilities are endless???
Next thing they will be introducing, in order for a warrnty repair to be done is, a questionaire, querying what rooms in your house you have used the phone in, & maybe there was a window open and was raining outside? or, did you use your phone outside and notice it suddenly got windy and the gusts of wind may have contained tiny moisture droplets ! ......... its pathetic!!!
However, it does mean - she has a phone, not fit for purpose, less than 6 months old and at a cost of 169.00. What a total waste of money, in my opinion!
I know we now live in a disposable Society, but at what cost? - any advice would be gratefully received. Aarrrrghhhhhhhhhhhhhhhhh!!!
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