Mobile phone issues

[leclerc]

Re: Mobile phone issues

Thank you for your reply Lee. I regret however, that it is not acceptable.

As I wrote in post #2 and elaborated further in post #4, this conduct is unlawful. The choice regarding whether or not the product, in this case a mobile telephone handset, is to be repaired or replaced is not yours alone to make.

It is quite simple. Goods which do not conform to the contract of sale at any time within the period of six months starting with the date on which the goods were delivered to the buyer must be taken not to have so conformed at that date. Therefore, consumers have the statutory right to seek damages or may agree with the retailer to accept a repair or replacement. However, it is important to note that this final remedy has to be carried out "without significant inconvenience" and within a "reasonable time" for the consumer. As above, consumers may seek damages instead, to the value of a repair or replacement.

By suggesting that "Generally, we will attempt to rectify any manufacturing fault via the repair route once a customer has had their phone for more than seven working days" you are seeking, deliberately, to deny consumers their statutory rights under the Sale of Goods Act 1979 and other associated legislation.

How many "Rachels" do you employ - and train - to deceive customers into believing that they must accept a repair to a product that is more than seven days old?

I appreciate that you are trying to help now, but why has it reached the stage where you must search for disgruntled customers on the web, when in fact, this particular customer has visited one of your own stores several times and only because you failed so spectacularly to solve his problem, have you even found out about it?

In case Lee missed this one earlier. This case shows that Vodafone failed numerous times at source to rectify the problem and only when threatened with legal recourse did they do what they should have done before. Had they done this earlier then this issue might perhaps have lead to an alternative post as to how good Vodafone was at resolving issues. I don't believe users of a forum should contact you by email and therefore identify themselves openly to you. Yes, where they have not made any contact advise by yourself is good to see on an open forum but not when you are attempting to identify the individual user who is annonymous to everyone else. That's not an acceptable practice to have.

[Vodafone Company Rep]

Re: Mobile phone issues

Hi leclerc,

I accept that there are differing views on how this should have been handled in store.

Our offer of assistance to any customer we reply to on a forum is only intended to bring about a positive conclusion wherever possible to a situation.

While we're happy, where possible, to provide general guidance on how to seek resolution to an issue which is causing a customer difficulties there will always be those occasions where suggested channels have not brought about the desired conclusion which is why we invite customers to contact us directly.

The issue of anonymity is one which I've discussed with the Admin Team and have reached a compromise where by we'll continue to post our direct email address in invitation to a customer who has posted about having difficulties with us and leave it up to the customer's discretion as to whether they disclose where they've contacted us from or not.

Thanks,

Lee

Web Relations Team

Vodafone UK

[leclerc]

Re: Mobile phone issues

Hi leclerc,

I accept that there are differing views on how this should have been handled in store.

Our offer of assistance to any customer we reply to on a forum is only intended to bring about a positive conclusion wherever possible to a situation.

While we're happy, where possible, to provide general guidance on how to seek resolution to an issue which is causing a customer difficulties there will always be those occasions where suggested channels have not brought about the desired conclusion which is why we invite customers to contact us directly.

The issue of anonymity is one which I've discussed with the Admin Team and have reached a compromise where by we'll continue to post our direct email address in invitation to a customer who has posted about having difficulties with us and leave it up to the customer's discretion as to whether they disclose where they've contacted us from or not.

Thanks,

Lee

Web Relations Team

Vodafone UK

I have a question. Do you monitor the various social mediums, ie twitter, and internet forums for issues that may be persistent and look to either (a) provide advice and guidance to a shop(where you are able to identify a pattern of behaviour that is contrary to the Vodafone vision--doesn't all companies have a vision!!); and (b) to update your own site where the advice or the guide that maybe in place is not fit for purpose and prone to misinterpretation?

BTW, I would certainly not use media relations customer care teams to deal with my issue if I have a forum post on an internet forum. However, I'd be straight onto your head office executive complaints team first and if they messed me around, I'd be on here like a rat out of a trap.

[CleverClogs]

Re: Mobile phone issues

Excellent news, well done.

It is a pity that one has to go to such lengths to have companies that know better, treat their customers properly. They all pay lip-service to the notion that they care, but sadly, in most cases, that is all it is.

Well done to that person within Vodafone who finally realised that real customer care extends beyond their marketing material.

And I wish them happiness in their new job, working for a different company. :tinysmile_grin_t:

[CleverClogs]

Re: Mobile phone issues

I'm pleased to see that an agreeable conclusion has been reached here. I'm confident that had you contacted the Web Relations Team directly we would have arrived at a similar solution.

Whereas I not only believe that your confidence is mistaken, I am also quite convinced that, if Vodaphone treated all its customers as they should be treated, the company would not need a "Web Relations Team".

To touch on some of the concerns which have been raised following my initial reply I can assure everyone that Vodafone does comply with consumer legislation.

Oh, really?

With regards to goods that are perceived to be faulty, if there is an inherent defect with a product such as a handset, in most cases this would manifest itself within the seven working day period disclosed in our Code of Practice.

There are a number of diagnostic action that can be taken in store to remedy problems and is appropriate the product can be submitted for investigation and repair.

I understand that the above is largely a restatement of Vodaphone company policy or flim-flam, but do you believe it is entirely lawful even to give the impression that Vodaphone will not give refunds to customers for faulty goods?

We will naturally co-operate with any investigation conducted by Trading Standards

Oh, must you?

It might be much more fun for onlookers if you tried not to co-operate.