![[TW]Fox](/data/man-of-honor/2009.png){kind=avatar}
Hi guys,
I'd like to clarify my understanding of the SOGA before I make a fool of myself taking this further.
I purchased a mobile phone from Vodafone at the end of July. From the first day I used it it was clear there was an issue with signal reception - my previous phone (Same manufacturer) was able to hold a signal in areas where the new phone showed no signal. The new phone dropped calls and randomly lost signal in areas where the old phone had no problem.
I contacted Vodafone who advised me that they could arrange for the phone to be swapped, or alternatively send me an Access Gateway which would boost the signal in my house. I chose the latter and this has fixed the problem in my house. But of course I've since been away for a bit and this highlighted the fact that all they've really done for me is mask the problem. It still exists.
So I've contacted them again, but this time the tone is very different. No more swap is available as I've had the phone more than 28 days (Despite reporting the issue to them well within this time period).
Instead, I must take my handset to a Vodafone store who will send it away for repair. This can take up to 10 days. During this time, I will be without mobile coverage as I no longer have another compatible 3g Phone to use, and there will be no credit for line rental I cannot use.
They fail to understand why I might take issue with this solution and continue to simply repeat thats all they can offer. They have reminded me on numerous occasions that had I purchased INSURANCE from them, I'd be entitled to a loan phone. As if I should need insurance for faults? What? They also took pleasure in reminding me that they offer a 7 day cooling off period for 'signal issues' despite the fact my phone was an upgrade and therefore not covered by said policy.
Is this all I am entitled to? I simply wish them to swap the handset for another same - I will accept a refurbished unit - at minimal inconveneince to myself.
Is it acceptable to be without mobile phone service for 10 days as a result of an inherent fault present at time of purchase and reported well within the '28 day period'?
Incidently I have only ever experienced faulty mobile phone handsets with Orange in the past who always couriered me a refurbished replacement and swapped them over despite never having any 'insurance'.
I'd like to clarify my understanding of the SOGA before I make a fool of myself taking this further.
I purchased a mobile phone from Vodafone at the end of July. From the first day I used it it was clear there was an issue with signal reception - my previous phone (Same manufacturer) was able to hold a signal in areas where the new phone showed no signal. The new phone dropped calls and randomly lost signal in areas where the old phone had no problem.
I contacted Vodafone who advised me that they could arrange for the phone to be swapped, or alternatively send me an Access Gateway which would boost the signal in my house. I chose the latter and this has fixed the problem in my house. But of course I've since been away for a bit and this highlighted the fact that all they've really done for me is mask the problem. It still exists.
So I've contacted them again, but this time the tone is very different. No more swap is available as I've had the phone more than 28 days (Despite reporting the issue to them well within this time period).
Instead, I must take my handset to a Vodafone store who will send it away for repair. This can take up to 10 days. During this time, I will be without mobile coverage as I no longer have another compatible 3g Phone to use, and there will be no credit for line rental I cannot use.
They fail to understand why I might take issue with this solution and continue to simply repeat thats all they can offer. They have reminded me on numerous occasions that had I purchased INSURANCE from them, I'd be entitled to a loan phone. As if I should need insurance for faults? What? They also took pleasure in reminding me that they offer a 7 day cooling off period for 'signal issues' despite the fact my phone was an upgrade and therefore not covered by said policy.
Is this all I am entitled to? I simply wish them to swap the handset for another same - I will accept a refurbished unit - at minimal inconveneince to myself.
Is it acceptable to be without mobile phone service for 10 days as a result of an inherent fault present at time of purchase and reported well within the '28 day period'?
Incidently I have only ever experienced faulty mobile phone handsets with Orange in the past who always couriered me a refurbished replacement and swapped them over despite never having any 'insurance'.
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