Trying to get VF to send a replacement unit is proving to be quite a mission. I am counting to ten a lot

MikeB4:

 

Trying to get VF to send a replacement unit is proving to be quite a mission. I am counting to ten a lot

 

@MikeB4 Where did you purchase the unit from?

@Linux I purchased to device from a store not in my town and I do not have the receipt. Also I do not go into a store in the current state of the pandemic due to my severely suppressed immune system unless it is urgent and vital. However Vodafone are the sole manufacturer wholesaler of this device I am communicating with them directly to arrange replacement online something that is proving very difficult. I was advised by Vodafone staff who were full aware  of my circumstances and where I purchased to contact their online store folk and they will arrange replacement but that is where I seem to have hit a brick wall and they seem to not be reading my very clear emails and constantly asking me to provide some order number and this is going in never ending circles.

@MikeB4 ... in the usual order of things, one returns faulty goods to the retail store from whence purchased .... is there not some way you can contact them and put your complaint/request for replacement to them directly?

I'm assuming you are in Auckland, so maybe the store could both deliver and pick up in one run?  Just ensure you put your case to them in writing (email) as well as verbally (ask for name of store Manager), and plug the CGA angle <s>.

As for no receipt, how about a bank statement for that amount at that store?

MikeB4:

 

@Linux I purchased to device from a store not in my town and I do not have the receipt. Also I do not go into a store in the current state of the pandemic due to my severely suppressed immune system unless it is urgent and vital. However Vodafone are the sole manufacturer wholesaler of this device I am communicating with them directly to arrange replacement online something that is proving very difficult. I was advised by Vodafone staff who were full aware  of my circumstances and where I purchased to contact their online store folk and they will arrange replacement but that is where I seem to have hit a brick wall and they seem to not be reading my very clear emails and constantly asking me to provide some order number and this is going in never ending circles.

 

@MikeB4 Not having a  receipt is not a Vodafone issue, You should be contacting place of purchase and asking for a copy of the receipt

Vodafone are the only provider of these devices. The serial number is linked to my account with Vodafone and assigned to my unique household ID. Even if I could get to the store Vodafone surely they would have to link my accounts etc again. The bottom line they can clearly see I purchased it, they can clearly see when it was added to their network, they can see what services I am subscribed to on the device, they can see my payment details and so on.

MikeB4:

 

Vodafone are the only provider of these devices. The serial number is linked to my account with Vodafone and assigned to my unique household ID. Even if I could get to the store Vodafone surely they would have to link my accounts etc again. The bottom line they can clearly see I purchased it, they can clearly see when it was added to their network, they can see what services I am subscribed to on the device, they can see my payment details and so on.

 

@MikeB4 Just having it linked to your account does not prove proof of purchase! You should take a photo of any receipts and save them.

@Linux I am not going to enter into one of the inane debates you like to participate in.

MikeB4:

 

Linux I purchased to device from a store not in my town and I do not have the receipt. Also I do not go into a store in the current state of the pandemic due to my severely suppressed immune system unless it is urgent and vital. However Vodafone are the sole manufacturer wholesaler of this device I am communicating with them directly to arrange replacement online something that is proving very difficult. I was advised by Vodafone staff who were full aware  of my circumstances and where I purchased to contact their online store folk and they will arrange replacement but that is where I seem to have hit a brick wall and they seem to not be reading my very clear emails and constantly asking me to provide some order number and this is going in never ending circles.

 

@samson @zollymonsta @jasonparis

@MikeB4 ... whilst we sympathise with you, you have to understand that there are two sides to the supply of the device.

Sure, Vodafone NZ had them manufactured to their specifications, AND they also sell them through their retail arm.  However, they ALSO supply other retailers wholesale/trade with the device, and that is simply another, independent means of selling the product.

IF you had purchased the device directly through Vodafone's retail side, then I suspect you'd have had a new one by now.  BECAUSE you purchased through an independent retailer, then the onus is on them and you to settle the faulty product matter.

Again, Vodafone is the only provider of the Box and service in New Zealand, yes they sell direct and via resellers but they are the only provider and ultimate seller. By the logic here if say the reseller has closed you are saying that I would be up a waste filled stream with no means of propulsion. 

MikeB4:

 

Again, Vodafone is the only provider of the Box and service in New Zealand, yes they sell direct and via resellers but they are the only provider and ultimate seller. By the logic here if say the reseller has closed you are saying that I would be up a waste filled stream with no means of propulsion. 

 

You are exaggerating. The first call should always be to the retailer where goods were purchased. The retailer should be the one contacting the distributor (in this case Vodafone) for assessment and a decision on repair or replacement.

You can go to the distributor, sure, but it makes all more difficult. 

In your specific case, with a current pandemic, lockdown and your personal health status I think it's ok to approach the distributor directly. What is not ok is the runaround going on.

@freitasm thank you. Yes it is the run around that is wrong. Vodafone staff have already advised me that they can replace the unit but they further said that the Vodafone  online store are the folk that need to do it as they have the facility to do so and that is where I embarked on the merry go round. 

MikeB4:

 

@freitasm thank you. Yes it is the run around that is wrong. Vodafone staff have already advised me that they can replace the unit but they further said that the Vodafone  online store are the folk that need to do it as they have the facility to do so and that is where I embarked on the merry go round. 

 

Hi @MikeB4:

Sorry to hear you are having issues and that the retailer you purchased it from is not assisting you.  

Which retailer was this and was it purchased new?  Have you contacted them by phone to see if they can help? 

Like most devices, replacements are done by the retailer goods were purchased from, however Vodafone can certainly assist in replacing this unit given the current environment, but we will need a copy of the proof of purchase.  

Perhaps you could ask the retailer you purchased it from to email it to you. 

If you can get the receipt, please reach out to me and I will be happy to help from our end.

Cheers,

Grant