Some more lies from Vodafone (FirstMobile)

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tardtasticx

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#38578 31-Jul-2009 19:29

Right, back in september 2008 I brought a Sony Ericsson W350i, it was faulty after about a month, and was repaired on numerous occasions after that (4 times, the longest one took over a month). So they finally aggreed to give me a differant phone, so I opted to replace my $299 phone for a $250 phone with a $49 memory card (which was supposed to be 4GB but they gave me a 1GB, but Im not going down that path because I cant be bothered chasing it up) so this phone breaks, they send it to MobileFone Repair and they say no fault found, starts restarting again after a week and I send it back, no fault found, get it back, resets again, send it back, no fault found but they replaced it for me (only nice thing so far), now this is where it gets annoying, after a month of having this phone (I already brought a nokia 6500 Slide from trademe because Im sick of this phone now) and the Sony Ericsson phone just sat in its box in my draw for a month when I decided to sell it, I turned it on and tested it for a couple of days (over the weekend and I didnt leave the house all weekend because it was wet out) and the phone worked untill I placed a test call, the earpiece doesnt work. :@. Go through service menu and test and what not, still no avail. Take phone back again and they send it back once more, get a call yesterday saying "your phone is back, but we arent able to repair it was water damage has been diagnosed". :@!!!!!!!! so we are going to new market tomorrow to get the phone and rage at vodafone about this, the phone hasnt left my house since we had this replacement (and take it to vodafone but even still). Please can someone advise me what to do? They are a big corperate and I doubt they care about a 15 year old who has been a customer of them for over 5 spending atleast $20 a month on there services. Anyone had this? and what did you do to solve it?

Thanks,

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#241130 1-Aug-2009 03:30

tardtasticx: Right, back in september 2008 I brought a Sony Ericsson W350i, it was faulty after about a month, and was repaired on numerous occasions after that (4 times, the longest one took over a month). So they finally aggreed to give me a differant phone, so I opted to replace my $299 phone for a $250 phone with a $49 memory card (which was supposed to be 4GB but they gave me a 1GB, but Im not going down that path because I cant be bothered chasing it up) so this phone breaks, they send it to MobileFone Repair and they say no fault found, starts restarting again after a week and I send it back, no fault found, get it back, resets again, send it back, no fault found but they replaced it for me (only nice thing so far), now this is where it gets annoying, after a month of having this phone (I already brought a nokia 6500 Slide from trademe because Im sick of this phone now) and the Sony Ericsson phone just sat in its box in my draw for a month when I decided to sell it, I turned it on and tested it for a couple of days (over the weekend and I didnt leave the house all weekend because it was wet out) and the phone worked untill I placed a test call, the earpiece doesnt work. :@. Go through service menu and test and what not, still no avail. Take phone back again and they send it back once more, get a call yesterday saying "your phone is back, but we arent able to repair it was water damage has been diagnosed". :@!!!!!!!! so we are going to new market tomorrow to get the phone and rage at vodafone about this, the phone hasnt left my house since we had this replacement (and take it to vodafone but even still). Please can someone advise me what to do? They are a big corperate and I doubt they care about a 15 year old who has been a customer of them for over 5 spending atleast $20 a month on there services. Anyone had this? and what did you do to solve it?

Thanks,

if i were u, i will go to the shop, pickup the phone. take it out and smash it real hard onto the floor or the wall. if it is a real tough phone and still in one piece, pick it up and smash it again and again and again until it breaks into little pieces. then leave the place with a smile.

Batman

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#241135 1-Aug-2009 07:27

how does that help?

johnr

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#241140 1-Aug-2009 07:56

you should remember first mobile is only passing on what is advised from them by mobile fone repair the sonyericsson service agent. The store is only in the middle and vodafone does not own mobile fone repair

MikeGayner

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#241153 1-Aug-2009 09:43

Take it to a repair agent of your choice (local) and have them check for water damage. Send the bill to First Mobile.

Marmion

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#241154 1-Aug-2009 09:49

Claim on your insurance if your excess isn't too high.
I took apart a phone and there are little bits on either end of the phone that change colour if there is 'water damage.' Most likely there was some moisture build-up from where you stored the phone.
Not ideal, unless you pull out the CGA and not fit for purpose since by the sound of it its a dud.

tardtasticx

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#241157 1-Aug-2009 10:03

Marmion: Claim on your insurance if your excess isn't too high.
I took apart a phone and there are little bits on either end of the phone that change colour if there is 'water damage.' Most likely there was some moisture build-up from where you stored the phone.
Not ideal, unless you pull out the CGA and not fit for purpose since by the sound of it its a dud.

We were talking about this last night over dinner, Dad suggested I take it to school and "Drop it" from my pocket making the phone unusuable and claim insurance, I then reminded him the excess for our insurance is $300, the phone only cost me $250. I really suspect foul play from them through this, because as I said in the first post, it didnt leave my room since we got it back from its last repair. I'm going to drive up there shortly to collect the phone, will let you all know what happens when I return. I suspect highly though it will end in their favour... for now. :D

Sam

alasta

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#241165 1-Aug-2009 10:32

Regardless of whether they are acting on advice from a third party repair agent the retailer is still ultimately responsible for ensuring a resolution.

I suggest that you write to the manager and advise that they have 14 days to provide a resolution. Bullet point all of the different handsets you have had, and the repair turnaround on each, and point out that the CGA entitles you to a full refund if they are unable to repair the product within a 'reasonable' period of time. The time taken to get a properly functioning phone for you has clearly not been reasonable, so a full refund is a perfectly reasonable expectation. Ensure that you keep a copy of this letter.

If they fail to deliver within that 14 day notice period then file a claim with the disputes tribunal. Upon visiting the disputes tribunal ensure that you take your copy of the letter above, along with any relevant documentation such as receipts and repair assessments. Stay calm throughout the hearing and when speaking stick to the key points outlined in your letter above.

Good luck.

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marmel

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#241172 1-Aug-2009 11:29

I always read these type of posts wondering how someone can have problems with several phones breaking down? I have used mobiles daily for 10 years and am yet to have one faulty one despite changing models at least a couple of times a year.

I'm not saying the OP is rough on phones but it always makes you think how many of the problems are caused by handling etc.

tardtasticx

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#241173 1-Aug-2009 11:31

Hi there, just got back from NewMarket. They did repair the phone, telling us "your lucky, because they waived that $72.50 fee" and when we said that the phone hadnt been taken out of my room since recived, they told us "its illegal for Sony Ericsson to say a phone is damaged when it isnt", maybe them waiving that fee was there way of a bribe? Anyways, I'm out of pocket of $250 because I cant sell a faulty phone, and if the phone breaks again, I'm stuffed because the warrenty is void because of "water damage on the main board", we even looked on the back and the little sticker on the battery was still white! I have lost all faith in them now, and I only went to them in the first place because no other store had any W350i's in stock, I should have just waited because these guys just do the bare minimum and a refund is never an option in their eyes, no matter what the case is. Very dissapointed. And alasta, I dont think I'm gona both with chasing it up, I'll end up wasting more money and time only to find oweing more money to them some how and acheive nothing in my favour. Anyone else had "water damage" being the fault when its not possible to have occured?

marmel

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#241175 1-Aug-2009 11:37

The thing you have to remember is that it isn't really First Mobile that are saying the phone is water damaged, it is mobile phone repair. First Mobile wouldn't care if the phone had a manufacturers fault because they could RMA it back to Sony and get a replacement model without costing them anything.

If mobile phone repair are saying the phone has been water damaged why don't you ring them up and discuss it with the tech?

alasta

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#241176 1-Aug-2009 11:38

From what I understand repair agents frequently cite water damage in cases where there is no good cause to believe it has actually occurred. In my view this is an issue that Target should take up as it requires some publicity and investigation.

To be fair damp homes and sudden temperature changes can cause moisture damage without any direct contact with water, but even so these devices should be built to handle that up to a reasonable degree.

marmel

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#241178 1-Aug-2009 11:44

alasta: From what I understand repair agents frequently cite water damage in cases where there is no good cause to believe it has actually occurred. In my view this is an issue that Target should take up as it requires some publicity and investigation.

To be fair damp homes and sudden temperature changes can cause moisture damage without any direct contact with water, but even so these devices should be built to handle that up to a reasonable degree.

This doesn't make sense to me though.

The repair agent is going to get paid either way by the customer or by the phone manufacturer so unless you are saying they are getting some sought of kickback from the manufacturer why would they lie about the cause of damage?

johnr

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#241180 1-Aug-2009 11:54

Its not called water damage its liquid Damage

tardtasticx

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#241196 1-Aug-2009 13:34

johnr: Its not called water damage its liquid Damage

This would be the only time I'll say this, but thats NOT what she said. lol.
First Mobile reps. told me it was water, but yeh, read the whole report now and it said it was "liquid damage foind on the maiboard. Warranty void. However, as a good customer service, the phone is fixed this time, but no more warranty is given to this phone. Replacing ear-speaker. Phone tested, OK."
Atleast they fixed it, but how long untill it breaks once more. :(. I have a nokia now which needs software updates, so im good for now. but just out of pocket for 250bux.

tardtasticx

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#241198 1-Aug-2009 13:37

marmel:
alasta: From what I understand repair agents frequently cite water damage in cases where there is no good cause to believe it has actually occurred. In my view this is an issue that Target should take up as it requires some publicity and investigation.

To be fair damp homes and sudden temperature changes can cause moisture damage without any direct contact with water, but even so these devices should be built to handle that up to a reasonable degree.

This doesn't make sense to me though.

The repair agent is going to get paid either way by the customer or by the phone manufacturer so unless you are saying they are getting some sought of kickback from the manufacturer why would they lie about the cause of damage?

I think Target should take it up, this needs to be addressed soon because they are making a fortune on people replacing phones which are still under warrenty. Thanks anyways, Not sure what to do now really. Ill defenetly call them on monday and talk to the technition who "fixed" my phone, maybe trade a few swears if they are still as stubborn as they were before.

Here is the proof my phone isnt liquid damaged, on the battery the sticker is still white.

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