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I went through the same issues as a few other posters about getting the appropriate validation from Vodafone of my purchase of an Huawei P20, but it finally arrived and I submitted the claim. I have just had the claim rejected on the basis that I am a business, and have been referred to the T&Cs.
Of course, these T&Cs were not available when I purchased the phone, and nothing was mentioned about not being eligible in my many conversations with Vodafone when I transferred my business account to them from CPW, SPECIFICALLY TO PURCHASE THIS PHONE AND BENEFIT FROM THIS PROMOTION! In fact, the promotion appeared within the 'Business' section of the Vodafone Web site. However, to be 100% sure, I clarified with one of the operators that this offer was available to me on the monthly premier business plan I had selected, and I was told 'yes'.
There are only two of us in the 'business', and it would have been the simplest thing to change my contract to a personal one had I been told.
So - anyone else been misled? I have already emailed Huawei and will be pursuing with Vodafone tomorrow when their customer support is open.
I'm sorry for the confusion regarding this offer @Steve928. Did our Business team get this sorted when you spoke to them yesterday?
Thanks for the response Mark.
I didn't get to speak to them yesterday as I'm debating how I should approach this.
This isn't something that can really be sorted out during a telephone call, and I also need to be speaking to the right person. To properly consider my complaint it will need Vodafone to check on previous recorded calls I've had with them, and also look at appropriate Web site pages to verify that what I have said about links to T&Cs is correct. With that in mind, I'm wondering whether an email may be a more appropriate means of communication.
Not as a business but I had the claim refused at the beginning because Vodafone don't provide any itemisation of the phone in the pre-order email for online orders, just an SBL prefix order #. They assured me when I was getting my contract that getting the offer would be a 'simple process'. I can assure you it isn't and Vodafone customer service were clueless and no help with Huawei at all. Huawei require both very specific pre-order proof and purchase and receipt of items proof! It takes up to 5 working days to get a proof of purchase from Vodafone via an online form and they wouldn't expedite it for me despite only being given 7 calendar days to provide the requested futher evidence. I finally got one printed at a Vodafone store and sent a copy of my P20 Pro box with the label showing the IMEI & S/N. Crazy!
The contract company handling the Hawei offer even admitted that Vodafone customers have had a lot of issues making the claim. Even a proof of purchase isn't enough because you need to provide specific evidence of ordering the P20 Pro within the pre-order qualifying period and Vodafone's communications do not help at all.
I'm sorry to hear abour your case. I remember seeing it on the business page for the P20 too. Easy to say screenshot it in retrospect but you wouldn't expect to be so misled. I would muster any evidence you have and file a case in the small claims court if Vodafone don't resolve this and compensate you. All the best and I hope you get sorted! This is not a good reflection on Vodafone at all.
With due respect Gemma, the customer already explained that he was led to believe the offer was avaiable for his account. That needs further investigation rather than just citing the 'terms and conditions' line!
It took me an entire working day to resolve my claim and I was lucky to be a personal customer. I remember seeing the Bose offer on the business page too with VAT excluded monthly contract prices.