iOS™, iPhone™ and iPad™

[SamRex]

I have a 4s that speaker has gone in it. I can only make calls if i use the phone on load speaker. The salesman in the store identified the problem and agreed it was a fault. He also checked it for water damage or any other damage on the phone and said it was fine. The salesman in the store said they could send it away, but it would take 2 weeks and they couldn't supply me with a loan phone. He said if i needed it now i would have to pay 218 and get a new phone or get it fixed at my expense elsewhere. I have already had a replacement handset for a similar issue on the 20/2. I tried calling customer care tonight and waited an hour and half to get through but got no answer. As a result i have launched a TIO complaint ref# 12/105063 I need a replacement IPhone ASAP

[lawstudent18]

you launched a TIO complaint for what?
Vodafone offering to repair your iphone (which is not faulty at the fault of Vodafone but rather Apple) is the best they can do when its not their fault it broke.

LS18 

[SamRex]

Yes they have offered but cannot supply a loan phone as is required by the telcos now. It doesn't matter who makes the phone my contract is with vodafone and as such the contract needs to be upheld with a working phone. Unless I have caused the damage on the phone which had been ruled out by the Vodafone employee.

[Bruno]

Hi Sam,

SamRex wrote:

I have a 4s that speaker has gone in it. I can only make calls if i use the phone on load speaker. The salesman in the store identified the problem and agreed it was a fault. He also checked it for water damage or any other damage on the phone and said it was fine. The salesman in the store said they could send it away, but it would take 2 weeks and they couldn't supply me with a loan phone. 

Which store did you go to with your handset?

You certainly can get a loan handset if your phone needs to be sent away for repairs. Though the loan phone the you receive will generally be a basic handset. I've included a link to our support page for our repairs process. If you look through the FAQ's it will give you all of the information you need about getting your iPhone repaired.

You can also pre-book your phone for repairs and track the progress of your repair order online.

SamRex wrote:

I have already had a replacement handset for a similar issue on the 20/2. I tried calling customer care tonight and waited an hour and half to get through but got no answer. As a result i have launched a TIO complaint ref# 12/105063 I need a replacement IPhone ASAP

As you have lodged a case with the TIO, your enquiry will be passed on to our Resolutions team. As part of the TIO process, you will receive a call from a member of our Resolutions team within 10 working days of your case being lodged.

If there is anything else that I can assist you with in the meantime, please let me know.

Cheers,

-Bruno.

[SamRex]

This was at Marion. I also went to glenelg and they told me to try Marion as they would have stock that could be exchanged instore. What is the quickest way to get the Phone repaired? And why if I paid 218 could I get an instore swap on the spot, but if I didn't I would have to wait 2 weeks for a repair? My account is also meant to be a business account rather than personal but that's another issue for another day.

[SamRex]

Also I was told by Marion that I would have to wait another week for a loan phone. also told to me today by customer care after she called my surrounding stores

[lawstudent18]

Where is it required by the telcos?
under what legislation or requirement is it stated?
and They do usually have them, The company cannot predict when there will be a high demand for loan phones but they keep a reasonable stock normally. And the contract is for the service, the sim card still works, you just need to put it in another phone whilst your iphone isnt working.

LS18

[Caitlin]

Hi Sam,

The quickest way to have your phone repaired is by having a store send your phone away for you. The estimated 2 week time frame is for your phone being sent away, assessed by our service centre and repaired appropriately. The time frame also takes into consideration the volume of devices being repaired at the same time. 

The $218 that has been quoted to you is the fee to cover replacing your current phone with a brand new on the spot rather than having your phone sent away for repairs. This is an available option to our customers who do not wish to wait the 2 weeks.

As mentioned by Bruno, our TIO resolutions team will be in contact with you within 10 business days from the time that you lodged your complaint.

Thanks,

Cait

[SamRex · Accepted solution]

I would just wonted to say how great the vodafone resolutions people are.

I spoke to a girl this arvo and my issue is solved.

fantasic service by vodafone.

[Maddie]

I would just wonted to say how great the vodafone resolutions people are.

I spoke to a girl this arvo and my issue is solved.

fantasic service by vodafone.

Hi Sam, 

That's great news, thank you for letting me know 

If you have any questions in future or if you experience any further issues, let me know and I'll happily help you. 

Thanks again, 

Maddie