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DylanReeve

67 posts

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#6406 23-Jan-2006 22:09
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I purchased an E770 (well, two actually) from Vodafone a while ago and have been plagued with a very annoying problem (and a couple of slightly annoying ones).

The very annoying one is contact corruption, or something. Various entries in my contacts (I've only added about 30 so far) become corrupt in some way. When they are affected, they can not be viewed, called, edited. I cannot read any text messages from them, if they are in my call log then the call log cannot be viewed. If I dial the number manually it will not work. Not will texting to it manually.

The only solution I have found is to delete the affected entry, then I can dial it manually. However as I can't view it, I need to know the number to do so. This corrupted status seems to be transient - it happens at random to some entries, that will later be fine again. But restarting the phone, even removing the battery, has no effect.

So far this has caused me serious problems - I recently added a very important client to my contacts, only to need to call her a couple of hours later on urgent business. However my phone refused. Eventually I found another way to contact her, but this was a serious problem.

I can find very little info on the E770, it is clear that it is a Vodafone-exclusive model worldwide, and has only been in the market for a few months. I have seen reports of other phones doing this, and my second handset (my partners) has also suffered from the same problem (although she uses hers less so it isn't such a huge problem for her)

Firstly, does anyone here have a Motorola E770? And secondly, have they experienced anything similar?

Vodafone inform me that I must return it for service, three times, before I can look at getting a replacement. I am planning to return it once, and if the problem continues I will be demanding another phone.

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freitasm
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#26977 23-Jan-2006 22:18
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DylanReeve: Vodafone inform me that I must return it for service, three times, before I can look at getting a replacement. I am planning to return it once, and if the problem continues I will be demanding another phone.
I'd say your reasoning sounds fair enough.

A fix for this probably requires a firmware update. If they don't have the firmware with the correct fix the first time, returning the phone again and again will only cause delays for the customer, really.

Does anyone know if the CGA provides a clause the gives the seller the right to keep going around and around and around without fixing the problem?





 

 

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DylanReeve

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  #26978 23-Jan-2006 22:29
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freitasm:
DylanReeve: Vodafone inform me that I must return it for service, three times, before I can look at getting a replacement. I am planning to return it once, and if the problem continues I will be demanding another phone.
I'd say your reasoning sounds fair enough.

A fix for this probably requires a firmware update. If they don't have the firmware with the correct fix the first time, returning the phone again and again will only cause delays for the customer, really.

Does anyone know if the CGA provides a clause the gives the seller the right to keep going around and around and around without fixing the problem?


I am not 100% sure, but I am not confident there is a firmware upgrade available. The phone seems to have been in market internationally only since about early to mid December. Motorola offer no mention of it on virtually any of their sites (except Portugal last time I checked). So I am not confident.

As for the Consumer Guarantees Act, it basically says that goods have to be suitable for the purpose for which they were sold. This phone, at present, is not. If one 'repair' doesn't fix it, I don't see why they should get to keep trying.

Consumer Guarantees Act:

(1)Subject to section 41 of this Act, the following guarantees apply where goods are supplied to a consumer:
(a)That the goods are reasonably fit for any particular purpose that the consumer makes known, expressly or by implication, to the supplier as the purpose for which the goods are being acquired by the consumer; and
(b)That the goods are reasonably fit for any particular purpose for which the supplier represents that they are or will be fit.



 
 
 
 


freitasm
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  #26979 23-Jan-2006 23:10
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DylanReeve:As for the Consumer Guarantees Act, it basically says that goods have to be suitable for the purpose for which they were sold. This phone, at present, is not. If one 'repair' doesn't fix it, I don't see why they should get to keep trying.
Exactly, but who gave the information to you? A store or help desk?

Did the person sound knowledgeable? Trustful, or just reciting the recipe book?

I mean, some people just say what they are told to...








 

 

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alasta
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#26983 24-Jan-2006 06:42
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freitasm:Does anyone know if the CGA provides a clause the gives the seller the right to keep going around and around and around without fixing the problem?


The CGA requires that the faulty product be fixed within a reasonable time frame. Of course 'reasonable' is a subjective term, but I personally believe that expecting the customer to allow them three seperate attempts at fixing the problem is unacceptable.

johnr
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#26984 24-Jan-2006 07:18
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Where were the handset purchased

DylanReeve

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  #26985 24-Jan-2006 07:58
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johnr: Where were the handset purchased


Vodafone store in Glenfield.

freitasm: Exactly, but who gave the information to you? A store or help desk?

Did the person sound knowledgeable? Trustful, or just reciting the recipe book?

I mean, some people just say what they are told to...


So far the only information I have received is that there are no known issues with the phone (despite the fact that the 777 operator I spoke to had the same problems with her E770). And that their policy is three times return for repair before replacement.

My complaint is simply that with this error, the phone is unable to fulfill its intended purpose. That is, be a useful cellphone.

johnr
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  #26986 24-Jan-2006 08:04
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Have you contacted Motorola about the issue and checked with them if any FW upgrades are coming

 
 
 
 


alasta
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#26987 24-Jan-2006 08:17
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johnr: Have you contacted Motorola about the issue and checked with them if any FW upgrades are coming


It's not really the buyer's responsibility to do this. The retailer should come to the party and take whatever action necessary to resolve the issue within reasonable time.

johnr
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  #26988 24-Jan-2006 08:31
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I did not say he had to do this it was a an idea

philip79
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#26997 24-Jan-2006 14:23
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The reality is New Zealand Law not Vodafone policy!
My advice is to print out the Act and have it in front of you when you ring Vodafone. Ask to speak to a manager and quote the Law to them. You'll find they'll change their tune pretty quickly. On my Siemens phone there's an option to check for firmware upgrades which can be done via gprs. Very easy, anyone can do it. See if your phone has it. I've never owned a Motorola but it's a popular brand so I'd be surprised if it doesn't.

alasta
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  #27008 24-Jan-2006 15:50
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philip79: The reality is New Zealand Law not Vodafone policy!
My advice is to print out the Act and have it in front of you when you ring Vodafone. Ask to speak to a manager and quote the Law to them. You'll find they'll change their tune pretty quickly.


It should be stressed that the retailer is responsible for upholding the CGA, so your comment assumes that the handset was purchased from a Vodafone store. The original post implies, but does not state this.

It's no good ringing up Vodafone and ranting and raving if the handset was actually purchased from an independant dealership.

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#27009 24-Jan-2006 16:03
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Good point - specially important if dealing with parallel importers. When buying from these stores the responsibility for a handset to work on a network in New Zealand lies on the distributor, not on the operator.

Although, in this case it reads as though as the handsets came from Vodafone reseller, not from a parallel source.







 

 

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DylanReeve

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  #27041 24-Jan-2006 21:37
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I have been informed that the issue was raised with Motorola NZ who say they have no specific knowledge of the problem. It is unclear whether new firmware is available, no information seems to be available on any Motorola support site or anything related.

The phone was bought from a Vodafone store (not reseller, but actual Vodafone-proper) so I will be returning it to them.

Following that one servicing, if the problem continues, I will be following up under the CGA. I will let you know how this goes - once I have a chance to return the handset (and I hope they have a decent loan phone for me).

raerae89
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#27050 25-Jan-2006 00:45
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hi there, i manage a vodafone retail store and the problem that you are having can be easily fixed with just one trip to the service agent. It came to light shortly after release that there was a software issue with this particular model. Depending on your area, the phone should only be away for about a week, all of this is covered by warranty, at no cost to yourself. Good luck!

DylanReeve

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  #27057 25-Jan-2006 07:05
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Thanks for that - I hope you are right, because it seems like a reasonably decent phone otherwise.

It would be good if 777 could acknowledge this fact, rather than telling me there are no known issues with the phone.

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