Lied to by Vodafone customer service - 72 hours and waiting

[itsthatchunkyboi]

My mobile phone has been playing up for the last month,
I spoke to a agent in Vodafone who advised if my phone completely broke they would issue a next day replacement,
My phone broke Saturday and i contacted Vodafone to order a replacement to be told they would have to send the phone for repair
After speaking to a manager they agreed to listen to the call and honour the agent if i was correct
I called up the Sunday 21st and was advised that they would deliver my a phone today between 8-6, the agent booked delivery for 23rd and lied to me again
I called to confirm this morning only to be called a liar by the agent and advised it would be delivered tomorrow. I escalated and after a hour or so found out they did not even have the model in stock and it could take up to 5-10 working days
I was advised to travel to my local store where they would be aware and I could collect a phone from there
I travelled this morning and the shop advised I had been lied to
I have just called Vodafone and demanded a new iPhone 5 instead of my s3 due to this not being my fault
They have stated that after 3 days of being lied to i am eligible for £21 compensation.

is this right? as far as i am concerned they have breeched the contract

[The Cosmic Connection]

Re: Lied to by Vodafone customer service - 72 hours and waiting

In your case, the Supply of Goods & Services Act 1982 applies. Vodafone are bound by this legislation in that they must provide goods, including replacements, within a reasonable period of time. You are entitled to claim for all consequential losses arising from any failure on Vodafone's part to comply with their obligations. Add up what costs you have incurred because of the conduct of Vodafone's employees - they are 100% vicariously-liable for their actions - and clam that back from them.

With regard to breach of contract, check the T & Cs applicable to your contract. There are a number of pieces of legislation governing consumer contracts.

[Thecolouroffire]

Re: Lied to by Vodafone customer service - 72 hours and waiting

I have no advice other than being persistant, customer services are useless I was also lied to several times also make sure you have times and dates nailed down I suggest talking to them via e-mail as they have a tendency to tell you one thing when your dealing with one operatior and the next one will have no record of it.

[Vodafone Company Rep]

Re: Lied to by Vodafone customer service - 72 hours and waiting

Hi itsthatchunkyboi,

Thanks for making me aware of this.

To enable me to help you further could you email me with your details via the Contact us form here and quote the code WRT135 - Fao Lee in the subject line?

Once sent you'll receive an automated reply with a reference number. To make sure it reaches me could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

[leclerc]

Re: Lied to by Vodafone customer service - 72 hours and waiting

Lee, is it possible to give a direct email address rather than a link to sending one as that would be simpler than what you are currently doing as that link is similar to the basic "contact us" type form for a bank/financial institution and my experience of those forms are that they can be very hit and miss. That would be appreciated.

[Thecolouroffire]

Re: Lied to by Vodafone customer service - 72 hours and waiting

I do have to add from my recent experience that this is a much simpler way of doing things, you feel like a human may at some point read your message.

[Vodafone Company Rep]

Re: Lied to by Vodafone customer service - 72 hours and waiting

Hi leclerc,

Using the form is the most secure way through which customers can email us with their details.

Whilst it is a generic form quoting the 'WRT135 - Fao Lee' code in the subject line will ensure that it's routed through to me and to make doubly sure it's advisable that customers update their threads with their email reference numbers so I can ensure safe receipt.

However, in the event that a customer doesn't receive an automated reply then they can email us with a contact number only at eforum.web@help.vodafone.co.uk and again quote the code WRT135 - Fao Lee in the subject line.

Hope this helps.

Lee

Web Relations Team

Vodafone UK