I am getting very frustrated but feel their poor response helps my small claim...they have not addressed my concern...latest concern: The SECOND faulty replacement is being repaired and will come back in a working order... So, my Lumia 925...is no longer mine...belonged to someone else. Who knows what they did to it or what happened but ended up in Vodafones repair center (broken/faulty). It was bodged together and then sent to me. They are now looking to repair it for the second time, maybe more who knows? So Lee, Jen...I feel I have exhausted all options. Never had a new and working Lumia, which should have had from the start. Yet still obliged to pay my contract. Fair enough...before post of my small claims form and fee of £35...anything you can do?

‎30-10-2013 02:22 PM Re: Appalling Customer Service and replacement procedure...just me or general Vodafone service??? Options Hi BenJamin123 I'm sure our engineers will do their best to diagnose what is wrong with the phone are get it back to you in a working order. You can track your repair onlin here. Thanks Sukhi

Any news...feedback? Sent various emails...no response yet but as in 4th week not expecting any either. Was hoping Lee could shed some light with this as heard he's the best?!? Only takes one person to make a difference...all I want is a working phone...not some previously used, damaged and faulty device...to which I've been sent two of in last two weeks. Kind regards, Ben

I have just received my 4th repair pack...as you can probably tell I am worried I will be sent ANOTHER faulty, or previously used and faulty, device. This is why I have downloaded a small claims form and have an appointment with the CAB tomorrow. As far as I can tell I will claim for the cost of the phone...to allow me to purchase a new one which should have been part of my contract, and the month or two unable to use the phone and contract whilst phone went backwards and forwards and the poor customer service I received from Vodafone. Like I said this is now week 4 and I feel I have exhausted all options and have no faith in Vodafone resolving this for me as a valued customer.

Hi, Email sent...although the second one...first reply, this is after I received the faulty and poor replacement: From: Vodafone Customer Services care.webmails help.vodafone Sent: 23 October 2013 17:33 Subject: Re: WRT165 [#4946495] Hi Ben, Thanks for your email. I can see that you had issues with your Nokia Lumia 925 handset and we already advised that as per the process if the handset is not fixed for third time by the repairs team then they might send a replacement handset. The repair for the third time has been booked and we are waiting for the phone back to the repairs centre. You will get an update from the repairs team in next couple of days about the status. Regards, Joseph Gomes Vodafone Customer Services

Hi, I did try to contact the rep as seems my final option before small claims but not allowed private messages? To me another month of filling in forms and a small claims cost is a quicker and the final option which will hopefully give me decent working phone and be a happy, well happier, customer. So far...I have used their chat, their forums, wrote emails and even sent a letter to their complaints... I feel I have exhausted myself let alone their procedures! Hopefully their rep can pick this up? If can and can search their forum for benjamin123 you'll find my post, pictures and more info!

Hi, Did try to private message but unable to, so starting new thread as Vodafone and forums are unhelpful...should have stuck with Orange! My new Lumia 925 never recorded sound on movies. Did not realise till last month when decided to share and playback so upset missed out on some good videos...anyway due to less than 6 months called Vodafone and arranged a repair. week 1: Original 925 sent off, checked repair status which said fixed with software update and was being sent back. week 2: original phone received, tried to record...no audio so not fixed, back again. week 3: replacement sent out as could not be fixed. The replacement was in bad condition, the sim holder looked damaged and the back was not on properly and could be pulled back. As much as I was disappointed to hear all replacements are refurbished and new ones are not given, told to send back. now I thought I had rights, original phone clearly had a fault from day one and when I picked it up from Vodafone store. Been told can replace with new during first two weeks but never noticed. So as much as I wanted a new and working phone, which as far as I consider to be part of the £34 I pay each month,was supplied with a previously used phone with a fault...otherwise why would it be refurbished? So week 4, just received another replacement and again poor condition. So already 4 weeks without using a phone and looking to progress to small claims as seems only way I can get a decent working phone plus some money back whilst not being able to use it due to Vodafone and their repair team. So small claims, should I use main Vodafone details or the store I picked it up from? Oh, and the original phone was a web order, picked up from Norwich store as was going shopping as daughters birthday. Repairs are posted in as I live an hour from local store and not possible. Kind regards, Ben