I contacted Vodafone through live chat as I had broken my phone. I have no insurance as I have never broken or lost a phone before so this was a first for me. I asked my options as I am still in contract for another 6-8 mths ish. The man I chatted with was call Arko and was very helpful. I explained my phone was damaged beyond repair and his response was to take it to my local store and if the tech team can’t fix it they would replace it. I asked the cost of this and he replied that due to being a very loyal customer they would waiver any costs. I reiterated that I had no insurance and he said yes I know the cost is waivered due to loyalty and that notes to this effect have been out on my account for the store to see. Wow I thought something back for being loyal for 18 years ish. Shocked I thought I would take a photo of this live chat as I was a bit sceptical. Well I was right to be and that at were the good customer service ceased. Visited my local store in Torquay and they said no can’t fix it and point blank refused to replace despite me showing them the live chat, etc. They didn’t try to contact head office or resolve it apart from stating they can send it off for a price to be fixed even though they had just told me it could not be fixed, clearly I walked out and went back in live chat. After explaining it all to another person I was cut off, had to go through it all again only to be told sorry they made a mistake it’s not under warranty, I had already stated it was being replaced due to loyalty as they knew it was not under warranty and I had no insurance. Despite me explaining this again and again I was basically told not and that was a mistake and should not have been told that. Well if that’s how you want to treat loyal customer I will cease to be one once my contract ends. Clearly people do not know what they are doing in this company, and you can never get things resolved as you have to speak to lots of different people and they all say something different, it’s a joke. Vodafone is a joke