Exchange now a return and no return bag

[cranton2017]

Hello,

Last Monday I rang vodafone to ask if I could exchange my device as I had recently upgraded. Even though I was a day over the 30 day cooling period I was told on this occasion an exchange would be granted. The lady was very helpful and told me my new device would be with me on the Wednesday at the latest.

Well...

Wednesday came and I hadn't heard a peep from Vodafone so decided to call them only to be told that, 1, the lady who I had dealt with had got it wrong and I would have to do a return and then re-upgrade. This would leave me without a phone... 2, she had text me to update me on the situation and signed it off Kelly rather than her actual name.

It is now the following Monday and I have no returns bag even though I was told it would be with me on the Friday or Saturday.

This is an absolute shamble. I was on holiday from work last week so thought that I had finally sorted things out.

Has anyone had the same experience? What did you do to resolve it?!

Is there anyone from Vodafone that actually cares for their loyal customers (been a customer since 2012 i believe) who would like to assist me with this truthfully and actually let me know what is going on?!

[cranton2017]

I must add that this has been processed as a manual return (so I am told...)

Also,

• on the online chat i requested that the emplyee discount was applied to my account as my husband works for an eligable company...still no sign
• I got told that £20 would be credited on my account due to all the errors and incorrect information I have been given...still no sign

Not the best way to retain customers.

The worst thing is, I the new handset I want to get is £100 upfront. Do I really want to give that to a company that has let me down so much in the last week?!

[AnnS]

Hi @cranton2017

That was very good of Vodafone to allow a return after the 30 day return deadline.

When you apply for the Advantage discount, the discount will be applied to your second and subsequent bills.  If your Husband has received the confirmation email to his work address, you will have nothing to be concerned about.  

Please remember when you reupgrade, the form will need to be completed and the discount reapplied.

When Vodafone raise a credit, it will be too late for this months bill, that mans, it will be on your following months bill.  Vodafone usuallly send a text confirmation of the raised credit.

If youuse live chat for account access, they will be able to check the return status of the phone and make sure the credit has been raised.

[cranton2017]

I agree, it was very good of them to allow it to happen outside the 30 window.

[BandOfBrothers]

Hi,

When you contacted Customer service the 2nd time did they again confirm it was accepted that you could send the phone back after the Cooling Off period had Officially ended ?

If this was my situation I'd double check it was 100% acceptable to send it back. 

Was the upgrade made online or in a store ?

Info on the VEA Scheme Here.

There has been previous threads concerning the difficulties in getting a Returns Pack sent out. Perserverence is needed sometimes by re contacting customer service via Live Chat or 191. 

[cranton2017]

Hello,

Thanks for your reply.

I have contacted them many times and I was told that it was a return and had been authorised. I also have a text message from the initial person I contacted which says "...we will gladly exchange it..."

I have contacted them through web chat, twitter, and also on the phone over the last week. All the people I spoke to said the return had gone through...

On Sunday, I went in to the store as I was in town anyway and the guy put me on the phone to someone from customer services who said the returns bag was on it's way

Funny how it's a different story when they want the money for the phone bill!

Very frustrating!!!!!

[BandOfBrothers]

You're very welcome. 

The slight difficulty maybe is that Vodafones systems will probably be set at their 30 Day Returns - Link  Cooling Off Period & T&C which could be a sticking point for the pack to be sent. Things can glitch when overridden for most systems !

Please take into account this is my opinion as a customer and I understandably have no access to Vodafones systems. 

It is correct correct that a phone has to be returned, signed back in by Vodafone Returns Warehouse and your account reset back to upgrade status so you can start again. 

The Vea needs to be applied for within a strict timeframe via the ways in my link in the previous reply and the Membership fee paid. 

The Vodafone Community forum is monitored by Vodafone U.K. There are members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so a person knows they are officially Vodafone.
 
All posts are read by them.
 


Hang in there and I'm sure they'll be in touch to see if they can help. 

[cranton2017]

Ok, thank you for your help. I appreciate it.

I was told it had been sent out on the Tuesday (however, I do not know who or what to believe!!)

[BandOfBrothers]

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@cranton2017 wrote:

Ok, thank you for your help. I appreciate it.

I was told it had been sent out on the Tuesday (however, I do not know who or what to believe!!)

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Again my pleasure.

If they've confirmed it's been arranged then it should be with you soon allowing for the weekend. 

[cranton2017]

Oh, the upgrade was made online.