Phone upgrade

[Markc1986]

Recently went in store to go from sim pay monthly to sim only..so I was going into reduce my bill from £52 a month to £32 ended up getting talked into a upgrade which would get the recent phone for £56 and I would trade in my old Handset...got told I would revive a back in the post from Vodafone to which I would send my handset in..

I week passed so when back into my local Vodafone store to hand my handset in to which I got a response if we can’t take it there’s a 2 week delay but you will receive the bag and if you don’t they will just add additional charges to your plan... to whom i responded saying that’s exactly what am trying to avoid I wanted to lower my monthly outgoings not increase...safe to say I have still not received this bag that I have been waiting on not only is my monthly bills higher due to the handset not being traded in but now the handset has less of a sell on price now if I was to sell it and just keep paying Vodafone back with additional price on my bill ! Am furious and want to exit this contract as the terms and conditions haven’t been followed or implemented! 

[AnnS]

Hi @Markc1986 

You don't mention when you visited the store, the reason I mention that is stores have been closed since just before the end of last year due to the National Lockdown.  

You really should have chased this up with Vodafone during the first 14 days of having the contract, this would have given you the opportunity of cancelling within the first 14 days, it may now be too late in the contract to trade in your old phone for money off the contract.

 The best thing to do is to speak to the Social Team on the link below, they will have account access and help where they can. Contact Us 

[Markc1986]

This was at the start of November so I’ve gave them plenty of time to get this trade in bag desptached and am fully aware of the times were in that’s why I 

1.went into the store with phone in hand to show them it was fully working and in great condition and too hand it over after 7 days of this contract being signed  and then secondly waited this long to let them catch up with back dated orders but as I’ve said the longer I’ve  waited the more my old phone price will have depreciated in price while am getting billed additionally to the price plan I agreed .

[BandOfBrothers]

Totally understand and agree with what your saying @Markc1986 

[Anonymous]

Hi @Markc1986, as @AnnS  has advised, the best thing to do here would be to reach out to our social media team here and explain the situation. They will be able to liaise with the Trade In team to discuss your getting a new bag sent out to you, but if you're out of your 14 day cooling off period, we might not be able to amend or cancel the contract as it stands.

[BandOfBrothers]

There has been a few posts where people are still waiting for the Returns Pack from Vodafone which I assume is a mixture of these unprecedented time's coupled with delays in the post.

You've done what you can which sounds reasonable to me.

You've followed the official advice given by Vodafone.

Hopefully they have updated your notes so you don't miss out on the trade in price and receive the discount promised which made your mind up to upgrade in the first place.

If they don't then the first step would be is to raise a complaint Here. 

Speak with Live Chat and screenshot the discussion and ask for a copy of the transcript before ending the chat.

Also push with customer services on 191.

I wish you all the best with this. 

Would you let us know how you get on @Markc1986 

[andy7owen]

I've had the same problem since December, been on chat, phone, twitter, made a complaint etc, nothing gets done. Absolutely useless, I'm expecting my bill do go up soon because they've not received my old phone.

[Mark]

Thanks for getting in touch @andy7owen, we'd love to help get this sorted for you. To help us do this, please see the information in my reply to your other post.