Annual upgrade promise problems

[markca]

Hello,

I am trying to get my annual upgrade promise for days now, and everyone I contacted from vodafone is acting like they are hearing first time for this or that it is something that another department needs to do. My attempts so far:

Over chat - I tried contacting 2 times, both times had chat for over an hour, just to be told at the end that it is something that must be done over the phone so they can't help me.

In store - I went in store two times - first time they said they were too busy and that I should contact over the phone. Second time they said they don't have the equipment to check condition of my current phone so they can't do it in store.

Over call - I called a number of times over a past few days. I always get someone who is "trying their best" for half an hour and then they either say that department for upgrades is unreachable or that they will call me back. They called me back two times, saying that yes, I do have annual upgrade promise, but since they can't reach this team they can do a friendly service of running a regular upgrade so I pay now for the new phone but then I receive the refund on my first next bill.

So, my question is why is everyone pretending that they don't know what annual upgrade is and have they been instructed to try to avoid it? 

I have iPhone 12 pro bought in November last year and I am eligible for annual upgrade promise. Whenever I contact anyone from vodafone, they all confirm this, but then it always becomes an issue after 20 minutes for a million various reasons, all of which make 0 sense.

Can you please let me know what do I have to do to get the annual upgrade promise?

Thank you.

[Amanda]

Hi @markca I'm sorry to hear you're having these getting some help with this. I can understand your frustration. 

The store should be able to help with this and you can also call us on 08080 408 408 - this will take you through to our Sales team. 

[markca]

Thanks all for responses,

Maybe I posted in the wrong threard, I have business plan, unlimited max.

I signed new contract 12 months ago with my company and was told back then that I will have option to upgrade for free after 12 months, as part of annual upgrade promise. That is the only thing I am trying to do now. How should I proceed since I have business contract, which I signed for 24 months, 12 months ago (so 12 are remaining)?

[Amanda]

Is the business contract in your name or are you the main contact for it @markca ? 

Who you'll need to speak to will also vary on the size and type of business/company account it is. For example, some are managed by third party account managers and they handle all the upgrades offers, or larger corporate accounts will have an internal contact who arranges these. 

If you call us on 191 from your Vodafone phone, you should be automatically routed through to your right support team. 

In terms of what happens to the remaining months, if you're sending a phone back to us as part of an Annual Upgrade Promise, then a new contract term would start with your new offer.