I need some advice on what to do about a product I took out on contract from Vodafone nearly 2 years ago.
I took out a 24 month contract with vodafone in July 2009 that came with a 2 year collect and return warranty with Samsung. I have sent it off to them about a year ago for a problem and they fixed it now problem.
I have had another problem with it since February. I rang Samsung who asked for a code on the bottom of the laptop that I can only assume has rubbed off. So they said I would need proof of purchase from Vodafone. No problem, I emailed them and they sent me a bog standard letter on headed paper highlighting when I got the contract and how long for etc. So I scanned it in and sent it off to samsung and heard nothing. A week later I rang them and was told that this was not good enough and that I needed to send them a copy of the contract. Here is where the problem lies. Vodafone wont supply me with one. Apparantly its not policy to supply me with a contract. So I rang them and was told no problem, they would send me one out. Didnt hear anything from them for 2 weeks so rang them back up, they apologised and requested another one to be sent out. Then I got an email again informing me it was not policy!
So I have tried to tell them that without the contract I can not get the problem fixed, they have sent me 3 more proof of purchases, each one as useless as the next. Then they said they would send me out a postal repair if I sent them certain details. So I did this and asked if it was safe enough to send a laptop by this method and they replied by saying I could get this fixed by taking it into a vodafone shop. Who have already told me I need to take it up with samsung.
Grrrrr. What are my rights here? Its absoltely ridiculous. They actually dont listen (or dont understand) what I write in the emails. And going by the names of the customer service reps I assume it is based in India and we are having some language barrier.
What do I do now? I have sent them a rather strong worded reply telling them I want my account credited and the problem fixed. No reply as of yet.
Any advice would be great on where I go from here.