Mijn Klacht:

After my last complaint, the story continues. I don’t know what to do anymore, I am so
frustrated with Vodafone. The story in short is as following: I bought the Blackberry Bold
9900 with a 2 year vodafone contract exactly one month ago. After all the problems of the sales person forgetting to add my insurance to the system (which I found out after a week, when my phone broke down) and nobody telling me that blackberry service and insurance were extra and not included (I asked multiple times), etc., I finally was happy with my new phone.

That didn’t last long. After 8 days, it broke down. It just turned off and I couldn’t turn it on anymore. I went back to the store and they told me if it would have happened within 7 days, I could get a new phone. In my opinion, a 500 euro worth phone should not break down within even 3 months. But the store told me that they would send it for repair and they would fix it and text me when it would be done.

After a couple of weeks I still hadn’t heard anything, so I looked online and saw it was ready. When I went to the store they told me that they forgot to text me. They only did a software update, which I had already done myself before this. Anyway, I was happy to have it back.

Now, after 1 month of buying the phone, the same thing happened. This means it has to be sent for repair again. This is the only thing they can do. I would think that a phone that is worth 500 euros should not be sent for repair twice in one month. I have a contract for 2 years. If this happens after a month, even a week, what will happen with this phone in a year, or in 1,5 years!? Obviously something is wrong with this particular phone and it can not last for 2 years. But nobody seems to notice this and all they offer me to do is to send it for repair. But it’s a new phone, sending it for a fix up again, or a software update, so it will last for another month until it breaks down again, doesn’t work. If I buy a new phone, I expect it to work properly for at least a few months. I don’t expect it to break down twice in 1 month!

All they can do is tell me that there is nothing they can do, these are the rules. It has to be sent to repair 3 or 4 times before they will send an email with a complaint. Great rules Vodafone! And for what do I have my insurance? I lost my phone twice in one month, because of this. It means that I can’t use my blackberry for 3 weeks again. This means I paid for blackberry service, insurance and everything, but I wasn’t and won’t be able to use any of this for a total of 6 weeks. Also, my phonebill went up so high because of all my phonecalls to Vodafone customer service. I paid 20 euros just for this problem.

I was so frustrated about all this, that I might have reacted a bit mad to the sales persons in the store. Though, they basically told me that we couldn’t come to a solution and they couldn’t and didn’t want to do anything for me.

I just can’t and don’t want to do with a half-broken phone for two years, when I pay a lot for this every month.

Gewenste Oplossing:

All I want is a proper working phone, a phone that works normally and doesn\'t break down after a week or a month. It\'s a new phone, an expensive phone. If it doesn\'t work like it should, the phone should be swapped for a brand new one. You don\'t buy a broken lamp or clothes with a hole in it either, do you?