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 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 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.
If you have Vodafone Device Care, 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.
Replace your device in store
We may be able to replace your phone for an identical device in store if the fault is covered by your Australian Consumer Law or warranty rights. Replacing on the spot is only available for devices with confirmed manufacturing faults. If the device is damaged, it can be replaced on the spot for a fee. You can replace many devices on the spot at one of our flagship stores. If you’re unable to get a replacement on the spot, we may still be able to help you get your device fixed by sending it away to our service centre. You can organise to have the device sent to our service centre at any Vodafone store.
Here’s a list of selected devices you can swap in the below stores.
- Samsung Galaxy A30, A51, A70, A71 5G Black
- Samsung Galaxy S10, S10+ 128GB Black
- Samsung Galaxy S20 FE 128GB 5G Blue
- Samsung Galaxy S20 Ultra 128GB 5G Black
- Samsung Galaxy S21 128GB Grey
- Samsung Galaxy S21+ 128GB Black
- Samsung Galaxy S21 Ultra 256GB Black
- Samsung Galaxy Note 20 Ultra 256GB 5G Black and Bronze
New South Wales
Shop G2, 383 George Street, Sydney
Victoria
Shop 1-3, Bourke Street Mall, 253-267 Bourke Street, Melbourne
Queensland
Shop 189, Westfield Chermside
Western Australia
Shop T13, Forest Chase Mall, 200-204 Murray Street Mall, Perth
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.