I have just complained to
vodafone about my new
mobile phone 3G V902. Since
I bought it in january, I have
had difficulties using it. Then
finally today the telephone
died and I can't recharge it. I've
already taken this in to update
software and was told they are
going to ask customers to
bring the same model in to
update the software again! I
think this product is defective
and just want to exchange it or
get money back. I've got all my
numbers in the phone and I
rely on it for contacting daycare
and business.
The customer service man
said they would only repair it
and it would take a week. In
the UK it is the law to give a
refund on a defective product.
Does anyone know where I
can find out if the same law
applies here(in English) or
does anyone know? Any
advice would be welcome?

It might be a bit faster to try escalating your desire to say, the manager of the shop, or if you've already done that, try finding names of senior people at Vodafone. They are struggling to keep subscribers, so I hope they would do right.

There should also be some consumer protection. Someone will add it, hopefully.

What shop did you get it from? I experienced some nicely communicative people in the Vodafone shop at the main Roppongi crossing, around from the koban. Try in there.

I purchased the phone at
Shinjuku for about 25000 yen.
I did mention that my husband
actually taught the head guys
at vodafone and there was a
bit of a panic but they stuck to
their guns and said they would
only repair the phone, and if it
broke again they would
discuss the matter with me. I
don't want to waste my time
going back and forwards to
their shops with this phone!
And that was a bit of an insult
to say they would discuss it
more as I'd have to waste
more of my time.
But I will try the Roppongi
store and see what they say. I
just wanted to have some
back up information about
Japanese law on defective
products as my phone
obviously is, and it's costing
me time and money.
I did threaten to go to the
offices personally just to make
my point. But thanks for your
advice.

Kim

Maybe this will help you escalate the problem to head office. There is a contact person on page 10 of this link http://www.anzccj.jp/news/007vol23/vol23_issue07.pdf

Thank you for the above
information. I went to the Tokyo
shop. The phone started to charge
up as normal so I didn't have to
repair it but had to have the
software updated again. I've found
out on the net there is a software
defect on the japanese model of the
V902SH. If I want to upgrade then I
have to pay more and if I want to
close my account I will have to pay.
So I'm stuck with this phone for now
until it blows up.