Faxes to Vodafone Spain, Never Answered

From: 

 To: "            0034607132958      @efaxsend.com" <0034607132958@efaxsend.com>
Sent: Thursday, 5 July 2012, 19:04
Subject: FOR THE ATTENTION OF LATICHIA

FOR THE ATTENTION OF LATICHIA.

Dear Latichia,

Thank you for calling today, 5th July 2012.

To confirm our discussion, I confirmed I purchased the phone from Vodafone store Portal del Angel, 36 08002 Barcelona on Friday 22nd June, I found it faulty and returned the phone to the store on Monday 25th June, 2 working days later and was informed I could not have a new phone in replacement for the faulty phone.

You confirmed that this was incorrect and within 7 days of the purchase I am entitled to either a refund or a new phone. You suggested I return to the store and when there call you so you could talk to the store directly, this I will do.

As I explained I am leaving the country Saturday 7th and will be away for almost 3 weeks, I will have no time to get to Barcelona before.

I am sure you understand at present I have a contract with you that you are not providing the service I am paying for, I rely on my phone for work and especially when I travel so this is a massive inconvenience to me. I will go to the store and call you when there but as said if I do not receive a new phone when there I will have no choice to start to cancel all my Vodafone contracts, over 1000 euros a month to Vodafone and take my business else where; I would also reserve the right to claim for damages for the faulty product and all the inconvenience it has caused me, also reserving the right to publish my case to the media to warn others of the problems hey will encounter if they have a problem., obviously I sincerely hope this is not necessary.

Regards

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From: 

 To: "0034607132958@efaxsend.com" <0034607132958@efaxsend.com>
Sent: Tuesday, 3 July 2012, 17:24
Subject: 2nd FAX. Re: Customer Service Problem

Dear Sirs,

This is the second fax I have sent regarding my problem, first fax below.

I am still waiting a reply to my problem with my Blackberry phone I purchased 22nd June that was faulty and the problem has not be resolved with trading standards, I was provided with a phone that was not fit for the purpose and refused a replacement telephone. 

I am at present paying for a service I cannot use, I am also incurring costs due to this and if required will also have to seek damages. 

You have my telephone number and contact details below, my email is phili, the reason for writing is to have proof of my complaint in the event action has to be taken be it legal or being made     public.

I still await your reply and hope sense prevails before further steps have to be taken by myself to conclude this matter.

Regards

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From: 
To: "            0034607132958      @efaxsend.com" <0034607132958@efaxsend.com>
Sent: Friday, 29 June 2012, 10:52
Subject: Urgent Reply. Faulty Product

Friday 29th June 2012

Dear Sirs,

My Phone Number:                   Fixed Home:                      Fax: 0032 27919544

Re: Complaint Regarding Service and Faulty Phone

I have been a client of Vodafone Spain for approximately 5 years, you can see from my mobile bill that I am considered a Diamond Client due to my large usage of my phone, I also use Vodafone Wifi Modem at home, a fixed line, a wifi USB with you and recently my partner also moved to Vodafone from Movistar. 

I recently upgraded/change my Blackberry from a Storm to Curve 9380, this was on Friday 22nd June at your store Portal del Angel, 36 08002 Barcelona. When home and setting up the phone I discovered a fault, it would not recognise the sim card, on the Monday 25th June I returned the store I purchased the phone from. After spending over one hour in the store with no answers I was asked to return later to see a technical assistant, on returning he confirmed there was a fault with the phone´s internal antenna, basically the fault existed before I purchased the phone.

I requested a new phone but was told it had to be repaired and Vodafone was not responsible but Blackberry and the phone had to be returned to Blackberry, maybe 2 weeks at the very earliest but probably longer. 

I was expressly told I would not receive a new phone as it was nothing to do with Vodafone, I have never signed any agreement with anyone else except Vodafone, it is Vodafone I pay and Vodafone I have a contract with, no third party and I find it disgraceful I am being told it is nothing to do with Vodafone, and even more unbelievable that in these days of financial crisis a company such as yours are willing to treat a very good customer so poorly.
I am at present left with my old phone that is not working correctly; I have no Blackberry service which I rely on heavily for work. I refuse to have to send the new phone to be repaired, I did not purchase a faulty phone, I purchased a phone that should be fit for the purpose and the new phone is not, it does not meet the basic requirements of working.

I have tried to be loyal to Vodafone, I have had numerous problems with the home wifi connection and fixed home line phone over the last year with the connection being lost giving us no service, having had engineers out giving various excuses and causing us to spend more money having to use our mobile phones to call instead of landline. 

Your corporate stance on not allowing common sense to prevail and give me a new phone in the store is now more than I am willing to accept, the service, especially with the amount I spend with you is unacceptable.

I ask and demand that I can visit the store and be given a new phone no later than Monday 2nd July, the new phone tested in the shop with me present to ensure it is fully functional. If agreed I will not pursue costs or damages that I have incurred dealing with this even though legally I would have every right to do so. That said I reserve the right to take action if I am not satisfied with your reply and without any doubt I will be cancelling all the accounts and products I have with Vodafone and move to another company. I am not actually sure if this seems to matter to Vodafone, I think your reply will answer my question.

I look forward to your fast and hopefully positive reply
Yours faithfully