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 your device is damaged or out of warranty, there’s a fee to have it serviced.
Before heading into store, make sure you backup all your device’s content and key information.
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.
Swap the device in store
We may be able to swap your phone for an identical device in store. Swap on the spot is only available for faults with the device – if the fault relates to a battery or other accessories, it will need to be sent to the service centre. You can swap many devices on the spot in our Melbourne - 341 Bourke street and Sydney George Street stores. You can swap selected devices in selected stores – please see the list below. If you’re unable to get to one of the selected stores, we will still be able to fix it – we’ll send it away to our service centre..
New South Wales
Shop G2, 383 George Street, Sydney
Victoria
Shop 4, The London, 341 Bourke Street, Melbourne
Here’s a list of selected devices you can swap in the below stores.
- Samsung Galaxy S7 32GB Black, Gold and Silver
- Samsung Galaxy S7 Edge 32GB Black, Gold and Silver
- Samsung Galaxy S8 64GB Black, Gold and Grey
- Samsung Galaxy S8+ 64GB Black, Gold and Grey
- Samsung Galaxy S9 64GB Black, Blue and Purple
- Samsung Galaxy S9+ 64GB Black, Blue and Purple
New South Wales
Shop ML208, Centro Bankstown
Shop 1019, Westpoint Blacktown
Shop 1004, Charlestown Square Shopping Centre
Shop T67, Erina Fair
Shop 220, Westfield Liverpool
Shop U052, Macarthur Square
Shop 1041, Westfield Miranda
Shop 5075, Westfield Parramatta
Victoria
Shop G123, Broadmeadows Town Centre
Shop B077, Chadstone Shopping Centre
Shop 3032, Southland Shopping Centre
Shop 32, Epping Plaza Shopping Centre
Shop G029Q, Bayside Shopping Centre
Shop 2231, Westfield Geelong
265 Bourke Street
Shop 1079, Westfield Fountain Gate
Shop W36, Northland Shopping Centre
Shop 77, Watergardens Shopping Centre
Westfield Knox
Werribee Plaza
Queensland
Shop 239A, Stockland Shopping Centre
Shop G01/G020, Queen Street Mall
Shop 8a, Queen Street Mall
Shop 65, Grand Plaza Shopping Centre
Shop 1019, Westfield Carindale
Shop 189, Westfield Chermside
Shop 1008, Westfield Helensvale
Shop 31, Riverlink Shopping Centre
Shop 264, Sunshine Plaza
Shop 102, Morayfield Shopping Centre
Shop 2014B, Westfield Garden City
Shop 1121, Westfield North Lakes
Shop 2047, Robina Town Centre
Western Australia
Shop 1062, Westfield Carousel
Shop 1102, Westfield Innaloo
Shop 1090, Centro Galleria
Building 2, 255 Murray St Mall
Shop 35B, Rockingham Shopping Centre
South Australia
Rundle Mall, 69 Rundle Street
Shop S009, Elizabeth City Centre
Shop 151, Westfield Tea Tree Plaza
Shop YF76, Centro Colonnades
Shop 2070A, Westfield Marion
Shop 148, Westfield West Lakes
Australian Capital Territory
Shop AG18, Canberra Centre
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.
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.