Help Ear-speaker issue - happy ending with Vodafone

[Sefriel]

Hello chaps,

Thought I'd post this here as it's worth saying.

Having read over the other threads, I'll add my twopenn'orth and say that I've had two Motorola Defy handsets, both of which the ear speaker has failed within a month. There was a quote saying that this may be due to use of the headphone jack, and I use both of them as in-car satnav/music players and on my motorbike for the same, and have had to pull out the jack in a hurry on the bike occasionally (the godawful voice input gets stuck on a loop if my helmet hits the PTT button...).

The good news is that, in the UK, Vodafone has happily exchanged both handsets, the first through a warranty repair and the second as a courier exchange to my door, so I'm guessing they're aware of the problem. If anyone else has the issue, let your provider know, because I would have thought with it being a widespread issue everyone will be entitled to a repair/exchange.

So yeah, feel free to post other "customer experiences" with your providers on this issue. We may as well all know where we stand.

 

[wah007]

That is good to hear. I am with vodafone and it is nice to know that they will be willing to help in this way. What more could someone ask for.

With a courier exchange no one would ever go without a phone.

Btw were you within your 7 day money back period for you to get a courier exchange at your doorstep or can this be done within your phones warranty period at anytime in the year?

 

[Sefriel]

I can only speak from my own experience, but I am outside the 7 day period by a fair way.

I took out the first Defy when it was launched back in November, and sent it away on the 6th december for repair, during which it was replaced. It came back ten days later and the same fault occurred last Thursday I believe. I called on Saturday and was told I could have the replacement couriered out on Tuesday (tomorrow).

My personal circumstances are not standard however; I have three contracts running simultaneously with Voda and another with 3, two personal for myself and my wife and two business lines. Two of my voda contracts are at least five years old, and have been worth a lot of money over the years, so I would expect to at least be a mid-worth customer. I also work in the phone industry and know how to talk to a customer services rep, and explained my issues politely but firmly stating the main issue is that I didn't need a Defy in the first place and took it as a "luxury" device so I could fall off motorbikes with it - if it wasn't rugged and fit for purpose then I would have argued my way out of the contract and downgraded to a minimal tariff.

Overall, the Voda customer service has always been good to me and I don't see why it shouldn't be for you, but I can't guarantee you'd get the courier bit. Certainly, there should be no issues sending it for repair, and if you have insurance you should expect a loan phone if you book it in at a Vodafone shop.