Cancelling within 30 day period confirmation in writing request

[Eptesicus]

Hi,

I ordered a Galaxy S7 on contract and received it on the 3rd December - this was for a christmas present for myself from someone.

Having  therefore only properly used it since Christmas Day i noticed the screen was pink at the bottom but yellow at the top so arranged for a replacement. I got the replacment today and the new handset has the exact same problem but in reverse (pink on the top half, yellow on the bottom)! I don't know what is going on but maybe there is a bad batch of screens or something.

I therefore have decided to cancel the whole order/contract whilst I am still within my 30 day satisfaction garauntee period.

I spoke with someone on the phone this afternoon who confirmed that this was fine, but that a return bag could not be sent yet as the current replacement request was still open( presumably as you have to wait to receive the return handset via the DPD swap service).

She assured me that this would be fine as my actual return period is the 24th Jan because of Christmas (is that right!?) and that she would get the return pack sent as soon as the current replacement request was closed.

She also assured me that i would not be charged anything (contract wise as i havent even used it, just sent one single text to test it worked) and that I would get a full refund for everything.

This is all fine, but i know how these things can end up so i would really like something in writing to confirm all this is actually taking place (the advisor said notes had been made on my account) as the last thing i need is to call up next week after nothing having happened just for Vodafone to say "sorry, we have no log of this and now you are out of your 30 day cancellation period". Call me pessimistic but i can just see it happening!

Can someone from Vodafone therefore confirm that everything i have documented here has been noted on my account and also provide some sort of email/message in writing to confirm this?

Thank you.

[BandOfBrothers]

IHi,

from.... Vodafone and Returns.

"For mobile devices or accessories (but not Vodafone Home Broadband) bought between 1 November and 24 December 2016, you have until the end of 24 January 2017 to return goods to a Vodafone store, or to call 191 if you bought online."

If you contact customer service via Live Chat they can access your account notes and confirm and you can save the transcript before ending the chat session and screen shot it too. 

Do not cancel your Direct Debit until you receive a £0 bill and Sorry your leaving letter. 

[Eptesicus]

Thanks, but does that definitely apply to the contract side of things as well?

I would be really grateful if one of the vodafone staff could PM confirmation of this in writing or provide me with an email address that i can send the original post to, again so it is in writing.

[BandOfBrothers]

It's all connected to Vodafones Networks Satisfaction Guarantee. 

Link > http://www.vodafone.co.uk/explore/network/network-satisfaction-guarantee/

One of the Tech Team should be able to Pm you and take you through Security Protocols as your Account here has no connection to your myvodafone account. 

[Tash]

Hi @Eptesicus, a private message will be sent to you shortly with details on how to get in touch so we can provide this to you.

[Eptesicus]

Thankyou. I have sent a message to you using the provided link/form.

[Rahim]

@Eptesicus You're more than welcome! 

I can see that we've received your latest email from 3 January 2017. The team will be in touch soon with a response.