Mis sold contract

[Sandipkumar]

Hello

I upgraded my phone on 8th October 2017. Vodafone sales agent offered me 15% discount on Iphone8 P. 

I received phone on Tuesday. I called vodafone on Tuesday to confirm the contract details as there was no paper work with the phone. Customer services told me there was no discount. 

I insisted then talking to customer retentions. I explained the matter to CR.

CR team said I should get a call if i was offered. They suppose to call me on Friday (13th) no reply.

I called vodafone CS and speak to CR. I spoke to  some one very rude. who claimed deadlock letter was sent to me. He just wanted me to return the phone.

I called Saturday (14th) to complaint department. She said she could not find (John from customer relations). She offered me £10 goodwill gesture. She confirm there is no deadlock letter.

I have asked CS to listen to the call recording. They are also not prepare to listen to the call recording. 

I am very disappointed with the service.

Is vodafone misleading customers to enter in to contracts.

Thanks 

[BandOfBrothers]

Hi @Sandipkumar

Certainly appears to be alot of confusion going on here. 

If Vodafone apply extra discount to retain a person then as they can't manually change the tariff amount they add the discount at the end of the bill. 

Any discount discussed and agreed should be noted on your account notes. 

Not all conversations are recorded and those that are are typically regained for around 60 days. 

A person has a 30 day cooling off period if they change their mind or are unhappy at the deal. 

Did Vodafone send any emails to confirm the deal / contract. Check spam email inboxes. 

A deadlock letter is a last resort from Vodafone and is issued if an amicable resolution cannot be attained so the customer can engage the Communications Omsbudsman for arbitration. 

Id suggest to ring Customer Services on 191 on Monday morning for further support. 

[AnnS]

Hi @Sandipkumar

Did Vodafone offer a 15% discount on the upfront cost of the phone or monthly line rental?  It's not very clear. Iphone contracts are generally not provided with a discounted line rental.

As you only received the phone last Tuesday, you should be receiving a email communication confirming everything agreed at the time of the call.  If you is not satisfied with the new terms, you are quite within your rights to return the contract within the 30 day return period.

If you have the My Vodafone Application on the phone, this will confirm the monthly tariff and price plan you are on for the upgrade.

@Sandipkumar

I am thinking along the lines of Vodafone Advantage where you are able to get a 15% discount.  This means your employer would need to participate in the scheme and offer a discount to employees taking a contract on Vodafone. If this is an option, there is further information for you below.

Vodafone Advantage

[Sandipkumar]

Thanks

i upgraded on the phone. No email received from Vodafone. 15% discount was on the line rental. 

I was spent arround 6 hours talking o Vodafone CS since Tuesday . I am not reaching any wher with CS. 

Thanks

[BandOfBrothers]

What options / avenues have Customer Service advised or offered ? @Sandipkumar

[Sandipkumar]

Hi

spoke to various CS Reps.  summary by each rep

1 return the phone

2 £10 goodwill gesture one off

3 £20 one off discount 

4 we will try to listen to call

5 we will get deadlock letter issued

6 we will investigate 

thanks

[BandOfBrothers]

---

@Sandipkumar wrote:

Hi

spoke to various CS Reps.  summary by each rep

1 return the phone

2 £10 goodwill gesture one off

3 £20 one off discount 

4 we will try to listen to call

5 we will get deadlock letter issued

6 we will investigate 

thanks

---

1, Yes you could but then the discount would be permanently lost. 

2 &3, Imo they should offer a lump sum to cover what the discount would have amounted over the contract term if they can’t apply it at this stage. 

4, As I mentioned not all calls are Recorded. 

5, Deadlock Letter could be an Avenue for the Communications Omsbudsman to arbitrate but they could go in favour of Vodafone and you only have 30 days cooling off period. 

6, Investigate - which from what you write has been done and a conclusion given such as the avenues you mention in 2 & 3.

[John]

@Sandipkumar We'll need to take a look into your account further.
I've sent you a private message - within this, you'll find more information on how you can contact us directly.