Iphone 3G - swapout problem

Hi Jannie,

I've just had a similar experience. My iPhone has had some wifi issues since I've had it, but I've only taken it in now. Unfortunately, my phone slipped out my pocket 1 time, and got a dent about 2mm diameter in it. It dropped from my pocket to the concrete wall I was sitting on.

Because of that, and only that, Vodacom refuses to do anything to the phone. I must buy a new one at R7200. I spoke to Kaneilwe initially on 0821944 and she flat refused to put me through to a supervisor or anyone else. Unbelievable, is was physically shaking I was so angry. Anyway, I then called the Durban branch where I booked it in, and overheard them talking about the case, while I held, and they were flabbergasted. Tatum at the Durban Vodacare says, she booked it in, and she can't believe they are saying this, so she is escalating it. But she said I should try Joburg again and speak to Kim or Lindy.

So I called again, and to my amazement, Kim or Lindy weren't there. So I got ... Paul. At least Paul had a modicum of customer care, but he insisted that his supervisor was away till Monday, and that he would tell me the same thing.

Surely this is illegal? How can you provide a warranty that only applies if nothing ever goes wrong? I really wish I had taken a picture of the ding so you guys could see. How many people have a phone last for 2 years without getting a single scratch on it?

I have come up with a plan though, I may replace the cover, and send it back.

I have also listed on Hellopeter. We'll see... This is unbelievable from Vodacom.
 
By the sounds of it, the VC warranty is useless - makes the cheaper, privately imported iPhones so much more attractive.
 
Just got back my phone today from VC, after them not wanting to replace it. Guess what?!!! There is a huge crack in the cover next to the mute button where there never was a crack before! Even the lady at the Vodashop said the crack was not there when I booked in the phone. Im going the sue their a$$es. VC will not get away with this!
 
I have the same thing exactly. Lady who booked it in said no cracks were visible, and yet now, suddenly, I have crack next to the mute button.

Vodacom says if there is any physical damage, it voids the warranty, and that is not their rules, but what comes from Apple. This is absolute crap. Apple's warranty says resultant damage from physical accident is not covered. But Vodacom is saying that any error possible is as a result of physical damage if it is visible. Surely this is illegal. They are not sticking to the conditions of the warranty that is in the box.
 
This will make you cry:
I got my inspection form from my local Vodacare and there is no physical damage recorded on it.(which is correct). Hear this now: I phone 1944 and quote my job number and my problem and tell them I have the inspection form with me. They guy says its no longer their problem, I must take it up with my local franchise......Im furious to say the least!! Well this afternoon I will go down to my local Vodacare and speak to the person in charge and I will be polite, unless they exchange my iPhone.... Why is it that we here in SA always suffer from bad service?!!
 
Well after getting a call from the MD and CEO of Vodacoms office (sounds impressive, but they just respond to Hellopeter complaints) I was told that they were contracted to Apple and Apple insisted that no physical damage is allowed.

I then replied with the following e-mail:
Hi Charmaine,

I have looked at the Apple Warranty in my iPhone packaging and it states:

The warranty does not apply to:
(d) Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes.

Since I have experienced this problem since new, before any physical damage occurred, and I have found numerous instances of the same problem experienced by Apple customers, the problem is not a result of the physical damage. Therefore, I see no reason for the warranty to be void.

The warranty also states:
No Apple reseller, agent, or employee is authorized to make any modification, extension, or addition to this warranty.

If there are other conditions and terms to the warranty, I have not been informed of them, and cannot be held to them.
Secondly, if Vodacom is being held to these extra terms by Apple, then please let me have a copy of this agreement, since their own warranty states that no modification of their warranty is allowed.

I cannot understand the process here. The phone is sold with a warranty to be free of defects. The crack that has appeared on the case for example, is also a common claim as is evidenced by numerous client complaints on Apples own website. Apple in the USA replaces units with this problem. That is a warranty claim on its own, it is a manufacturing defect. How can the warranty be void due to any physical damage when the physical damage is a reason for a claim?

I would like your input on this, because I personally feel this is a breach of contract, and am highly unimpressed that Vodacom passes the buck onto insurance companies to handle their own warranty claims.

Please let me know how you intend to resolve this matter.

That was sent 1 June. 2nd of June I get an sms saying my phone is available at Durban office where I booked it in. I go to collect, and it is my phone, just had the software restored. And nothing further from "CEO's" office. They just sent it back and want me to go away. I'm actually amazed, they have their fob-off down to a fine art.

Well listen Vodacom. This is crap. I am not going away!
 
By the way, I have same crack by Mute button. Search online, many people have it. Meaning it is a warranty issue. But we can't claim against the warranty, because it has physical damage...
 
It really is a load of bull!! My crack appeared after I had sent it to VC. Never had a crack before and I have proof of that through the inspection report, but I guess they dont give a damn! I really dont care about the crack next to the mute button, but my screen has dead pixels...VC cracked my phone's cover and I have the proof, they will suffer the consequences! I posted on Hellopeter, got a reply on there, sent in my details and then nothing...oh and they removed my post from hellopeter.com. This is unbelievable! Going down to VC in 15mins, will let you know how it went.

NB VODACOM: Im not going away either......I will haunt you till my phone has been replaced!
 
Same here. Inspection report showed no crack. I have one tiny dent in the bottom corner. Suddenly once it gets to Joburg, there's a crack.

And then while I am trying to get it resolved, they just sent it back to Durban.
 
So I went to Vodacare yesterday and they were amazed when they saw the crack. They took the phone bakc and said they will sort it out for me as they stand by their inspection report where no crack was indicated. So luckily someone is taking action in helping me. So its between the local Vodacare and the ARC in Joburg. So I think Im halfway there, because I have an overwhelming case. Best of luck with your phone, just dont back down. Keep hassling them, because cannot ignore you forever.
 
I have sent a follow up email, also with no response. If anyone has any media contacts, please let me know. I also think insurance companies would love to know that the cell companies are passing their warranty claims on to them because they don't feel like dealing with it.
 
Vodacom is the culprit, I also had endless troubles with them regarding my iPhone(s) (I have 3 now) was bounced backwards and forwards between Vodacom and Apple, eventually I just bought a new one and insured it under household!
 
Thats whats happening, but in SA there is no 'Apple', just distributors.

I have contacted Apple UK, because Vodacom is actually giving people the run around and the TELLING them to claim on insurance. Technically these are fraudulent claims. They should be taken to court by the insurance companies, being party to the false claim.

The chick said to me today, "If you have a car and it is damaged, you can't claim under warranty." I said, "But what you are doing is saying, your windscreen is chipped, I'm not fixing the gearbox that fell out." So she says "Yes but the windscreen didn't cause the gearbox to break." I say, "EXACTLY!!!"

Unbelievable...
 
Vodacom's warranty isnt worth the paper its printed on. My sister upgraded her phone recently it was barely 3months old when it failed. Vodacare sent it back saying water damage. I replaced the battery and flashed the phone. Bobs your aunty up and running no sign of this water damage. . . Apple in america has an amazing customer service rep. Vodacom is gonna blow that rep to hell here in south africa though. . . I think apple should set up a south african office. . . Its about time they did.
 
GayTechie said:
Vodacom's warranty isnt worth the paper its printed on. My sister upgraded her phone recently it was barely 3months old when it failed. Vodacare sent it back saying water damage. I replaced the battery and flashed the phone. Bobs your aunty up and running no sign of this water damage. . . Apple in america has an amazing customer service rep. Vodacom is gonna blow that rep to hell here in south africa though. . . I think apple should set up a south african office. . . Its about time they did.
Click to expand...

Aagh, the old water damage excuse....I get so frustrated with these vadacare centres and there is nothing we can do but hassle the cr@p out of them.

VC should never have brought the iPhone to SA as they dont have the balls to back the warranty. And its an exclusive to VC, what a joke. The problem is not that we dont have an Apple office in SA, the problem is that we have a bunch off a$$h0les in the VC office.

I have my iphone insured under household items, but they wont accept a claim if its a factory fault. But my phone has gone in again and we will see what happens. Thank God I have the VC inspection report from the 1ste time it went in showing no physical damage.
 
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I remember a story where a guy bought a SUV that gave him endless trouble, and the manufacturer was not helping. So he branded the whole car with the details of the problem, manufacturer sued him, but he won in court...

Suppose it doesn't help branding your iphone lol

PS I have one of the famous hairline crack by the charger socket, this is clearly a manufacturing defect but after reading this Ive lost hope of getting it fixed
 
I have good news people! The head of vodacare was in Bloem yesterday and took my phone with to joburg. Tomorrow Im getting my brand new iphone! wooohoo. At last I won my case! Its worth hassling these people when they screw you. Im so gr8ful,thanks VC.
 
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