New Vodafone customers

[MatthewH]

Ok I'll make this as simple as I can Buy back offered £102 for iPhone 3GS. Sent phone to buyback. Revised offer of £62. Refused offer, uped to £70, refused again asked for phone to be returned. Two days later phone not received as promised. Called buyback team to ask where phone is, told offer is now full £102, have message on answer phone, asking to confirm this. Called buy back team next day explaining that we had requested phone be returned 3 days prior and had still not received it, we're informed that offer had been revised to full amount, we then told them that we just wanted the handset to be returned, and asked when we could expect this. ( insert bombshell emoji here) buyback then informed us, although already said it had been dispatched, they have in fact already sold the phone on!!! Offer of £102 stands. Not other acceptable offer made buy them. Called Vodafone to explain all of the above, and was told to call buyback again and inform then that either I wanted a brand new handset or I should take legal action... Hope that's all clear, any question I will try to answer.. And help or advise please guys

[Jebelious]

From a Vodafone handset:
Call 54321
From any other phone:
Call 0845 270 7114

Direct call to the team that look after it i think is going to be your best bet and see what they can do.

http://vodafonebuyback.co.uk/Support.aspx

There is also an email form located on the site there.

As long as you refused the offer within 3 days then you are covered by the terms and conditione:

http://vodafonebuyback.co.uk/Terms.aspx

Once your phone(s) has been received and inspected, we will contact you via email or text (depending on what you have indicated in your order) to confirm the amount we will offer for them (as adjusted, if necessary, by our decision in accordance these terms and conditions). If we have offered you a revised amount and you do not reply within three (3) working days we will pay you the revised amount. We can not be held responsible for the non-delivery of emails because of reasons outside our reasonable control such as spam email or junk filters and you are advised to add info@vodafonebuyback.co.uk to your “safe senders” list.
If you choose to decline the offer within the 3 day period, you may ask us to return the phone(s) to you. Phones will not be returned after this three(3) day period.
Additional accessories that have been sent in with your phone(s) which have not been requested by us cannot be returned.

[MatthewH]

Offer was made on 5th, the day the phone was received by buyback, handset was requested to be returned on same day, improved offer was made whilst on phone with buyback , this again was refused and phone was requested to be returned. Buyback team confirmed phone would be returned. Six days later, still no phone, contacted buyback team who confirmed handset had been dispatched, and would be delivered the following day. Following day no phone, contacted buyback team to be informed handset had been sold on

[Jebelious]

I would speak with them to find out what happens now as you declined the offer and they have sold on your property without your permission, It looks like it is a third party company on behalf of Vodafone so i think the only escalation process may be through them.

The forum team may be able to confirm

[Nabs]

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Jebelious wrote:
It looks like it is a third party company on behalf of Vodafone so i think the only escalation process may be through them.

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Buyback is operated by Mobile Phone Exchange.

Try the online contact form/speaking with them over the phone. If no resolution can be obtained this way i would send your complaint in writing, also getting your local trading standard involved.

If you still get nowhere from that your only option would be to persue them in the small claims court.

Some great advice can be found on the Which website