Vodafone RMA problems on Pixel 9 Pro Fold (cover screen dead, month+ without phone). how to escalate

[Cem_K]

Device / Issue

• Pixel 9 Pro Fold

• Cover screen shows RGB static/banding (image unreadable, touch sometimes registers)

• Physical SIM intermittently undetected

• Started after Android 16 public update; inner screen sometimes OK

What I tried

• Reboot / power cycle

• Safe Mode (still happened)

• Case off, hinge open–close cycles

Timeline

• 06/09/2025 – Store took the phone (intake). Order created/confirmed.

• 09–12/09 – Sent to Vodafone service; arrived at repair; “started”.

• 18/09 – Stuck at “waiting for sales department info”.

• 19/09 – “Started” again.

• 23/09 – Vodafone/Dynafix suddenly and falsely claimed I have no warranty ; I had to provide proof of purchase to fix their records.

• Late Sept – Two repair attempts failed → marked “unrepairable.”

• 02/10 – “Waiting for exchange,” no stock for my config, no dates.

• I requested a paid upgrade to a Pixel 10 Pro Fold to avoid repeating this (trusting the improved hinge; lots of 9 Pro Fold failure reports). Refused (same-model swap only).

• 11/10 – Still waiting, still no phone.

Context / video of failure
https://www.reddit.com/r/pixel_phones/comments/1n0zb2k/pixel_9_pro_fold_cover_screen_shows_static_af...

Ask (for Vodafone Community / Mods / Employees)

• Please advise how I can escalate this RMA inside Vodafone so a single case owner takes responsibility, provides clear timelines, and addresses the documented missteps (false “no warranty,” failed repairs, no-stock exchange).

• I'm also requesting compensation for loss of use and time spent. What is the correct Vodafone NL escalation path for a compensation claim in a handset warranty case?

• If internal escalation doesn't resolve it, what are the exact steps to escalate to the Telecommunications Services Dispute Committee (Dutch dispute committee)? Specific:

  1. Which formal complaint channel with Vodafone must I use first (so it's recognized as the required prior step)?

  2. After how many days without a satisfactory solution can I file with the committee?

  3. What documents should I include (RMA number, store intake, repair center notes, denial/“unrepairable” messages, exchange/no-stock messages, etc.)?

• If there's a Vodafone NL phone number/department that reaches the team handling escalations for device RMAs , please share it here.

Vendors involved: Google Pixel EU, Vodafone NL , Dynafix . The device is great when it works; the service handling is the problem I need help escalating.

[Tjeerd85]

Hi and welcome, 

You have one point of contact here, the rest i don’t know.

when you are not happy with the solution you can go to the acm. https://www.acm.nl/nl 

[Meindert]

Hi @Cem_K, thank you for creating this thread. We're happy to help.
 

You have received a service number from our store by email confirming that you've asked for a repair of your device. Have you already contacted our repair service, Dynafix, at www.dynafix.nl/consumenten-contact/? This is the company that does the repairs for us.
 

If you're having trouble and need some help with the status, please leave your service / repair number in your profile. This information isn`t publicly visible to our members. Only moderators can view this number if you leave it in your profile. Don`t share this repair number in a public reply.

Just checking: the number in your profile is the number what is linked to this phone?
 

Thanks in advance!

[Cem_K]

Hi Meindert, thanks.

• I’ve added my service/ repair number/ ref number/ RMA number to my profile (linked to this Pixel 9 Pro Fold case).
• I’ve been contacting Dynafix and Vodafone  by email, not via the link.
• Timeline: Two failed repair attempts→  falsely claiming i don't even have a warranty → marked “unrepairable” → “waiting for exchange” with no stock/ETA.
• a delay of over a month without my device.

I’m a Vodafone customer, not a direct Dynafix customer. I expect Vodafone to take ownership of the case and the service chain. A delay of over a month is unreasonable.

Please:

• Escalate internally and assign a single case owner at Vodafone with concrete timelines,
• Start the compensation process for loss of use,
• Confirm next steps for an immediate resolution (replacement or approved paid upgrade with a firm date).

If you need documents (store intake, Dynafix emails, status screenshots), tell me where to upload them privately.

At this point I’m tempted to start the refund route under the EU Sale of Goods rules (Directive (EU) 2019/771, as implemented in NL) if we can’t resolve this promptly. I’d much prefer to solve it here with Vodafone.

[Jos · Accepted solution]

Thanks for details in your profile. This way we can have a look on the repair status. In the mean time there has been this update: the store has received it on the 17th of October and the product was swapped. 

Please drop by our store to pick it up and have any service questions spoken about with our colleagues.