11-11-2011 11:58 AM
One of the iPhones on my account was stolen this week and insurance doesn't cover it due to the circumstances and exclusions.
As the contract has some time to run, I called to enquire about the possibilty of an early upgrade but the Automated Upgrade Option automatically presumes you are making Upgrade enquiries related to the specific phone you are calling from, rather than letting me enter a phone number.
Taking another Automated Option and speaking with Customer Services, they advised that because I wasn't yet within 6 months of end of contract, she couldn't put me through to the Upgrade Team as they would refuse to take the call. I kindly insisted she try and she came back advising the Upgrade Team had indeed refused to take my call.
She again advised she couldn't assist with an early upgade due to it not yet being eligible for one. This would be fair enough if I wished to upgrade early simply because I wanted a newer, shinier model of phone, rather than actually needing a replacement to replace a missing, stolen one.
It seems ridiculous that Vodafone do not offer Contract customers an easier means to obtain a replacement phone so they may continue to make use of their outstanding contract.
Any help will be much appreciated, thankyou.
11-11-2011 02:39 PM
Your phone and your contract are two separate issues,
In effect you pay for the initial cost of your handset over the term of your contract,
Voda alow people to upgrade within the last 6 months of a contract by charging a premium on the handset and tarrif over those offered to new customers,
Anything longer than 6 months and the maths start to become uneconomical
You lost your handset and did not have sufficient cover, this is not voda's fault so why should they be expected to take some of the loss,
Your best bet is to look at your home contents cover or if you have a student or premium current acount the cover provided by these to see if they will pick up the cost of a new handset,
you will need to continue to pay your contract until early upgrade time so if these don't cover your other options are
1) Pay an ETF, probably running into several hundred pounds to cancel (no of months remaining * monthly fee, not inc vat) -2%
2) Buy a PAYG or Sim Free handset and use your contract sim in that,
11-11-2011 03:24 PM
Insurance was in place but the circumstances of the theft put paid to a successful claim.
I have an old handset, currently in use with a replacement SIM, but which is unable to utilise Data aspects of the contract.
As early upgrades already have additional fees attached to them, have less favourable upfront costs, less favourable tariffs and the new contract length is added onto the contract's remaining term, voda aren't really being asked to take any loss.
Other providers have team members and procedures in place to provide customers a fairly painless way for them to receive a replacement handset, after suffereing at the hands of thieves.
Vodafone, is there anyone who may be in a position to assist?
11-11-2011 03:48 PM
There's also an offer the e-forum sometimes do for a new upgrade to an equivalent or higher cost tarrif but with your current comitment tacked on the end, tho they won't go above 28-30 months in total,
ie you need to be in the last year of your contract and prepared to tie yourself in for 2 1/2 years
If you have more than 12 months to go your out of luck,
still you can get a reasonable smartphone from around £150 and an older model smartphone for around £75 which will save you money inthe long run
12-11-2011 08:52 AM
Thanks for posting. I’d love to see if we can get you a great upgrade package to one of our fab phones.
An email is on its way to you now. Just reply to the information I’ve requested and we’ll be in touch.
We’re a small team and are very popular at the moment, so don’t be concerned if it takes a few days for us to get back to you.
Let me take this opportunity to show you how Vodafone like to say thank you; take a look at VIP.