Mijn Klacht:

After moving to Holland I wanted to get a contract and a new phone. I chose the Blackberry bold 9900 with a 2 yr contract from Vodafone. After 3 days, the red light was lighting up but I didn’t have any notification for anything. After 5 days, my phone turned and on again by itself. After this, it turned off and I couldn’t turn it on again. I went to the store where they told me that the battery was low. I was sure that it wasn’t, but I told them I would try to charge it at home. The morning after I charged it, the phone turned off again by itself and I couldn’t turn it on again. So I went to the store again and they told me that if I had come within 7 days, they would give me a new one. This is something that no one informed me about to begin with. The day that I came back it was day 8. This meant they could not give me a new one. They sent it to the service dept and I have to wait for three weeks for it to be repaired. Since I also took an insurance on my phone (Vodafone Garant) I figured I was covered for this. A day later I received a general message from Vodafone offering an insurance for my phone. I didn’t get why I received this, since I already took an insurance. It was on the forms that I received from Vodafone the day that I bought it. So I went to the store to ask and they told me that it was the employee’s mistake. I wasn’t insured at all, because the employee had not put it in the system. I went back to this guy and he told me that he didn’t put it in the system immediately, because they were almost closing, so he thought to do it the next morning, which he forgot. When I asked them if I had to pay the repairing of my phone now, they told me probably not. All this time I thought I was insured so ofcourse I assume I don’t have to pay for this. It took me a lot of time, going back to the store three times. I had to still register for the insurance so I asked to complete this from the first day of my contract.

After two weeks of receiving my contract, I had to pay my monthly costs. I checked my account and they took 48 euros. In my contract it said that I would have a discount of 50% for the first 8 months. But now they took the whole 48 euros. So first I thought something had gone wrong with the discount. I called the customer service and they told me that nothing was wrong. They charged me for the half of the month(because I received my contract on the 16th) plus an extra charge of 25 euros for installation costs. Which, again, nobody ever mentioned to me. Neither is it written in my contract. Customer service told me that it has to be written in your contract and/ or someone has to inform you before making the contract.

So as you may understand I am a bit done with Vodafone. It feels like they refuse to help me, either in the stores and at the customer service. Everything is taking forever and I am paying now for a phone that I can’t even use this month. Nobody is willing or able to give me any kind of solution. This is why one of these days I will end my contract in advance, so that I can go to another provider with a good service in 2 years.

Gewenste Oplossing:

I think that when a phone has a problem within the first few days (this should not be possible!)they have to give you a new phone.
Also, I paid a lot of money to call the customer service everytime.