Removal of eligible devices from trade in tool

[Njm75]

Hi.

I pre-ordered the s22 ultra 10/02/2022 and was told that if I trade in my old phone I'd receive discounts meaning my airtime part of the Evo contract would be £6 per month.

The lady on phone in sales asked what phone, note10+. She went off and checked and came back and said it's eligible. She went through process, and today I received my phone. Tried to do the trade in only to find my phone has since been removed. 

Vodafone Customer service couldn't help, told me I had been misold something and to go to retail store. Retail store couldn't help so raised a complaint, so now I have to wait roughly a week for a phone call.

Can anyone shed any light as to why they'd do this?

[BandOfBrothers]

Not a good experience at all @Njm75 

I'd say sit tight and await the call from Vodafone.

Ir you could also engage with the Vodafone Social Media Team's as they also deal with customer escalations. 

Contact-us-for-account-specific-queries. 

I wish all the best. 

[Njm75]

It's the link on the Vodafone app I was trying to use. At the time of pre ordering my phone was listed as eligible to trade, even the sales rep on phone said so. 

[AnnS]

Hi @Njm75 

Please refer to the Evo Trade in Guarantee here: Evo Trade in Guarantee where you will see this clause:

Please note that customers wishing to take advantage of the Offer by trading in a Samsung S10 5G, Samsung Note 10, or
Samsung Note 10+ (together, “Selected Devices”) will only be able to do so when purchasing selected New Plans together
with the Samsung Galaxy Z Fold, the Samsung Galaxy Z Flip3, Samsung Galaxy S21, Samsung Galaxy S21+ or Samsung
Galaxy S21 Ultra . If you wish to trade in one of the Selected Devices without taking the Samsung Galaxy Z Fold, Samsung Galaxy Z
Flip3 Samsung Galaxy S21, Samsung Galaxy S21+ or Samsung Galaxy S21 Ultra from us, please call us or visit your local store.

This mentions new plans but is not entirely clear but I am sure this will be the reason your trade in has been declined.  This really should have been explained to you by Customer Services.

[Evie]

Hi @Njm75 - In addition to the information @AnnS and @BandOfBrothers have supplied I'd like to provided some further clarity on your Trade-In situation. If you could get in touch with us on social media we'll be able to connect you with our dedicated EVO team and check over your account. Make sure to include a link back to this forum thread and your forum username to save you repeating yourself.

[Njm75]

It's been sorted, a compromise was reached. Thanks all.

[MarkD]

That's great to hear @Njm75 and thanks for the update. If you did need anything else relating to your account, just drop us a message on the link that @Evie has sent over and our social media team will be happy to help.