Servicing faulty devices
This support article will give you key information about arranging for a faulty device to be serviced – within and outside the warranty period.
You may have certain remedies available to you provided by the manufacturer of your device and these will be set out on the warranty card of your device.
In addition, Vodafone provides an Express Warranty on any mobile phone purchased from us.
Both the manufacturer’s warranty and Vodafone’s Express Warranty are in addition to rights you may have under Australian Consumer Law.
How to get your faulty device serviced
If your phone, tablet or wearable (i.e. device) is faulty, take it to any Vodafone store for service with a proof of purchase. If your device is under warranty and our team find the fault is due to a manufacturer’s defect, we’ll arrange for the device to be serviced at no additional cost. The warranty doesn’t cover devices that are lost, stolen or have been physically damaged by you. If you took out insurance, you may be eligible to make a claim.
Vodafone Device Care
If you have Vodafone Device Care for phones, tablets and wearables, you can exchange your device for any reason. If your device has a failure or fault, you can choose whether to contact us about your Australian Consumer Law or warranty rights or make an exchange request and pay the applicable exchange fee. Vodafone Device Care doesn’t change your Australian Consumer Law or warranty rights and operates alongside, and in addition to, them. If you intend to claim under your Australian Consumer Law or warranty rights, make sure you bring your device into a Vodafone store before making an exchange request, as we will need to assess your device. request, as we will need to assess your device.
If you exchange your device under Vodafone Device Care, your replacement device will be covered by an additional warranty. More details are available in the Vodafone Device Care terms and conditions.
If your device is damaged or out of warranty, there’s a fee to have it serviced.
Before heading into store or making an exchange under Vodafone Device Care, make sure you backup all your device’s content and key information.
If you’re making a claim under warranty, you can track the service status of your device through our online tracking tool. Servicing usually takes around 5 to 8 business days. Your serviced device will be delivered back to the Vodafone store where you dropped it off. Our team will call you when it’s ready for collection.
Refurbished modems
Please see below for details on refurbished modems and what you can do if your refurbished modem has a failure or is faulty.
Additional information
You can take your device to any Vodafone store for service with a proof of purchase.
If your device is under warranty and our team find the fault is due to a manufacturer’s defect, we’ll arrange for the device to be serviced at no additional cost.
The warranty doesn’t cover devices that are lost, stolen or have been physically damaged by you. If your device is damaged or out of warranty, there’s a fee to have it serviced. If you decide to make an exchange under Vodafone Device Care, an exchange fee will apply.
Here are some things to do before bringing your phone in store:
- Back up your contacts and any important files you don’t want to lose, including photos, videos, notes, calendar dates and messages.
- Remove your SIM and any memory cards inserted into the phone. To ensure your personal information remains secure, any SIM or memory cards found in returned devices are destroyed.
- If you have an iPhone, it’s important that you switch off Find My iPhone.
- If you have an Android phone, make sure you’ve disabled any security lock settings on your phone. These settings can remotely lock your phone to protect your personal information if you lose it.
If you’re on a postpaid plan with us, you may be able to get a loan phone while your device is being serviced.
Loan phone availability will vary from store to store, so we can’t guarantee a loan phone will be available, but we'll do our best to provide one that suits your needs.
There’s no cost for the loan phone. However, in the event that a loan device is lost, damaged, or is not returned in the condition provided, you may be subject to a charge.
A loan phone is not available if you make an exchange under Vodafone Device Care.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Your refurbished modem comes with Australian Consumer Law guarantees.
If you are having issues or there is a failure or fault with your modem, call Customer Care on 1300 650 410 for your device to be assessed or visit your nearest Vodafone store.
We may be able to replace your modem for an identical device in store if the failure or fault is covered by your Australian Consumer Law or warranty rights.
Replacing on the spot may be available for devices with confirmed failures or faults where stock is available. If you’re unable to get a replacement on the spot, we will be able to help you by sending you a replacement modem.