Complaint 5152 dt. 17.8.10 Tel: 98 991 26260
Blackberry Javelin 8900. Purchased in January. Stopped functioning on August 16. Given for service on August 17. Received a replacement phone on August 28 since the original phone could not be repaired. The data was lost. Meanwhile Vodafone had deactivated my service. 4 days, 16 phone calls and at least 2 hrs on hold listening to the Vodafone jingle later, I received a call from Vodafone that my service was reactivated and I could now configure my phone to receive email. But first, I was asked to switch off my phone, take out the battery and SIM card, reinsert these, and start the phone again. A hardware reset. But, now the handset wouldn't come on. Vodafone said the problem was with the operating system of my handset. Back this morning to Redington, the Blackberry service centre in Delhi. Now I am told that the replacement phone cannot be fixed and will need to be replaced. After much self assertion I am promised that I will receive a new replacement handset by tomorrow 4 p.m. They were trying to shirk me off for another week. But of course the handset will have to be personally collected. After that it will be back to Vodafone and their jingle. I'll be singing it in my sleep.
A few questions. Shouldn’t the one year warranty start again from the date of receipt of the new handset? What is the reason that this particular handset is giving problems consistently? If the handset fails again, can we surrender the phone and receive a refund? Shouldn’t there be a refund of charges for the period that Vodafone deactivated the service?
Wish we had never heard of Blackberry and will definitely switch from Vodafone once we are allowed number portability. This is not a premium service and the customer interface of both Redington and Vodafone is courteous but unhelpful. The service rules and interactions within these organizations seem to be more important to them than effectively addressing the customers’ concerns.
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