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Why wont Vodafone replace my faulty phone when I am still within contract?


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Why wont Vodafone replace a faulty Samsung Tocco F480 phone when it is still under contract? The reason the phone is faulty is due to a possible manufacturing fault by Samsung, as many users online with the same model have also experienced the same random freezing with the touchscreen refusing to work. It was sent to Vodafone recently for repair. They sent it back, claiming that the new firmware update they have installed, should have fixed the phone, but it has not. One day after receiving the phone back, it was freezing once again, with its touchscreen only working when it wanted to.

The contract is for one year, and ends next january. Phoning the Vodafone helpline today, a call centre member mentioned that they would not replace the phone. They do not want the freezing phone back, instead a NEW phone to start a NEW contract from this month should be chosen, with the remaining months of the old phone being added on to any chosen new one. They wont replace the freezing phone with one of similar value, to remain in the current contract. Surely under contract (since its not up until next year) they should be replacing the current freezing phone for free? The samsung tocco phone was on a one year contract, and has no damage. A new contract was surely not necessary. If remaining on the current contract, a new phone will not be given. They seemingly dont want to admit that the problem lies with the actual model. Can anything be done, or are these companies "always right" in their final decisions? If the phone was sent back a second time, a different model would have been expected under contract, but they wont even do that. Thanks for any help.

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