Upgrading.

[missmoneypenny]

I am able to upgrade from 2 days ago and was told by a Vodafone shop that I could do it through Carphone Warehouse if I wanted.  The shop knows I am a Red+ leader as I discussed my husband becoming a sharer when his contract ends in 3 months.  Just to make sure before I committed to anything I spoke with Vodafone Customer Service and they tell me I have to upgrade through them to keep this.  How strange because 2 years ago I upgraded through Carphone and about a year later started the Red+.  I believed upgrading through say Carphone meant I am in contract with Vodafone and not Carphone.  Does anyone know which is the truth and will I lose the Red+ service if I upgrade outside of Vodafone?  I pay my Direct Debit to Vodafone.

[jeffkinn]

No I never said that. You really do have a problem with detail don't you. I said that you are the dealer's customer. The dealer requests the network to provide a service to you for which you pay the network directly. But you are the dealer's customer. Again, I have no clue as to why this is so difficult for you to accept but your lack of understanding does not undermine the nature of the relationship that exists as a FACT. Perhaps you should also look at who has given thanks to my earlier posts. You'll find that the Vodafone team have been thanking me for giving the correct facts and if I were wrong they would not have done so.

[WillVXR]

QUOTE:

To explain a little further, CPW is a wholly independent company and not an agent for the network. They create their own tariffs and buy their own phones  - that's why you are their customer and not the network's.

Are you going to say you never said that???????????????????????????????????????????

So can I go to CPW and still be a Vodafone customer? I believe this is what the OP asked.

[Makelo]

An interesting thread. I know a handset obtained through a third party results in the customer / retailer relationship being formed with the third party for the handset. Any problems with this and it's the third party who would be responsible.

The airtime agreement however is not that clear from reading the posts. Jeff, unless I'm reading it wrongly, you seem to indicate that the contract for that airtime is also with the third party, who then subcontract that to Vodafone for them to provide the airtime.  

This however is what my T&C's state from a third party.

"If you make a purchase from this website, you are entering into a contract with us for the supply of the Products (“Contract”) and (other than where you are buying the goods on a standalone basis) a contract with the relevant network provider (“Network Operator”) for the supply of telecommunications or data services provided by that Network Operator (“Services”).

Your contract for Services is not with us, but is a separate contract with the Network Operator (“Network Contract”)."

I read that as being two seperate contracts, one with the third party for the hardware and a seperate contract with the network provider for the airtime. In fact it states explicitly ' Your contract for services is not with us, it is with the Network Operator'

As I said, maybe I have misread what you wrote but the mention of sub contracting the airtime part contradicts what the T&C's state.

So my question is, according to Vodafone who is correct?

Edit.

Having just read CPW T&C's the implication is, exactly as you state, that CPW are also responsible for 'subscription services' and make no mention at all about 'Network Operator' or any seperate contract. Then later on it mentions 'Network Services' and Network Operators but it's under the heading about promotional items, the freebies you get when you buy from them. Basically their terms are as clear as mud as to who is responsible for what.

Rather than clarifying things I've raised more questions.

[jeffkinn]

I've never said that there is no relation with Vodafone as very clearly there is. What I'm saying is that the dealer owns the customer and it's the dealer that requests the start of service with the network. The service is sub contracted to the network and the user pays them directly and that constitutes a direct relationship. It doesn't make you the network's customer. Vodafone has thanked a number of my posts and that is official recognition of the veracity of my statements. This is the last time I'll post on this repetitive thread as I have nothing more that I can add that will make it any clearer or induce the nay sayers to understand the mechanism that underpins the dealer/network relationships.

[missmoneypenny]

I hear what you all say but I upgraded through CPW 2 years ago and when I spoke to Vodafone late last week I posed the question "am I a Vodafone customer" and the reply was "yes indeed you are". It does seem odd you must agree that things are very unclear from a customers point of view. I've ended up going onto a Sim only deal until I'm sure what I want to do.

[Getafix]

Any Network issues, you deal with Vodafone. Any T&CS or Handset issues you deal with 3rd Party.
It is as simple as that.

[Franky46]

Yes but if you had it up to the eye balls after 40 days with Vodaphone and they haven't fulfilled there contract by giving you no service for over a week and you have no confidence in them or there services what so ever who do you tell to stick the contact where the sun don't shine because of there incompetence and inability to get your phone working ? ?? I'm the customer and I'm getting absolutely no customer satisfaction from Vodaphone

[Franky46]

I wish It was simple then I might have a phone I can use but can't after the 30th October after a million phone calls at my time and expense to customer services and so many promises I think there writing the Ten Commandments at Vodaphone in Egypt who are contracted out Vodaphone pretend employees I think I've got more chance of the the parting of the seas or a visit off Jesus Christ who couldn't even perform a miracle at Vodaphone I don't think I would ever risk again getting a pac code or leaving giff gaff to come to Vodaphone for the sake of my sanity or a new phone

[Franky46]

So basically no one takes responsibility cpw or Vodaphone when things go wrong so moral of the story don't have a contract cause it's not worth the paper its written on bit like a car warranty your ##~## pay up shut up or they get the bailiff s great customer service watchdog Dom little rip of Britain and ombudsman and trading standards citizen s advice get some rope

[Franky46]

Very interesting still not got a phone that works after 13 days now over 9 hours off call s was on phone to CS for 1 hr and 8 mins last night to Egypt so I'm still no clearer as I've told them I want out my contract and want compensation for the weeks work I lost and the 10 hours to CS and billing that can't add up as 49 and 49 doesn't make 102.75 and if they can't take a direct debit even though the money had been sat there since the 26 th sept when the contract was started and dd details were filled in well really it not my fault so I'm getting touch with trading standards the ombudsman as they are not providing me with the contract I signed up for with cpw and Vodaphone and want compensation for my no service time energy stress and loss of earnings that comes to about 1000 pounds because if I had the director of Vodaphone s number I would personally ring him and tell him what a think if Vodaphone and also go to his house and hand him the phone and tell him to stick it where the sun doesn't shine but maybe that would just be the SIM card as I'm not sure who owns the phone because some idiot has over complicated things as normal and the customer doesn't really know who owns it or is responsible for it because they obviously can't make there mind up [Removed in line with Community House Rules]