| Name of Complainant | |
| Date of Complaint | July 18, 2021 |
| Name(s) of companies complained against | Vodafone |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
Dear Vodafone,
My name is Assaad Bakhos and less than a year ago I have purchased two phones from Vodafone store at Ashfield shopping centre.
Since more than 3 months, one of the purchased iPhones (iPhone 11) had battery issues, as the phone battery was rapidly draining out.
I drove to Ashfield and hand out the iPhone to your branch in Ashfield and showed the person there the Battery Problem, I handed him the phone, to be sent to Vodafone to either be repaired or changed. (Please note that the person closely Examined my iPhone before sending it).
I waited for couple of weeks without any response, Then I called on the company line for support to ask about the matter and why is taking that long.
After several attempts, and requesting a call from the manager, they replied that the iPhone have “Physical Distress”.
I asked them what the term of Physical “Distress means”, The person replied that “the iPhone has a crack on the screen which is causing the battery problem”.
I was surprised about the outcome, as first I handed the phone to Ashfield Vodafone, there was no crack on my iPhone screen and the person who took the phone from me have closely assessed it and examined it before sending it with full acknowledgement that there was no crack.
Then after many phone calls to your company line trying to convince them that the crack was not done by my side and that I handed the iPhone with no screen crack, I had a message from Your company saying that I can pick up the phone from Ashfield Vodafone and if i want to fix the phone I have to pay an amount of 309 $.
I went there and saw my phone with a crack on the upper corner of the screen which was done by your end, and they handed a letter concerning a repair advice.
I called Vodafone again, then they requested a proof letter from the Ashfield store replying that was no crack on the date of handing. The Team as Ashfield sent a Letter approving that was no crack when the phone was handed by me, then 2 days after I got a message from Vodafone to hand the phone again, it was on the 1st of June they sent my phone again back to Vodafone.
This ongoing problem have started since more than 2 and half month and my phone is at your custody since then, and I already contacted fairy trading about the matter (for further information’s about the case you can refer to this number 10641554).
I always have been a loyal customer who does payments on time and even though the phone remains in your possession I was still paying the monthly instalments.
So, I am requesting a compensation to be made due to this stressful problem caused by your end and for the payments that I was doing for the past 3 months for a phone and services which is not with me, and I am not able to use it. Additionally, the phone must be replaced not repaired as it has been more then 3 months going forward and backwards with this existing issue.
I am waiting for your response ASAP.
Thank you.
Regards,
Assaad Bakhos
