Trade In refussed even when the phone is on Vodafone trade-in page as eligible

[luciananuta]

Hi, I just did 2 upgrades for Galaxy S22 Ultra using the option to Trade-In 2 Samsung Galaxy S9.  The Vodafone website says that you can trade in Galaxy S9 or S9+, the adviser that did the upgrade confirmed that the S9 is eligible and operated a £15 deduction on the AirTime plan for both upgrades.

But when I went to use the Trade-In upgrade on my S9 using the My Vodafone app, the tool is saying that the S9 is not eligible. Both of them are not eligible. I went to double-check and triple-check that the IMEI is correct and every check say that the phones are Samsung Galaxy S9/64Gb. After more than 2 hours on the phone with  different techs and managers from Vodafone, the only solution from Vodafone was that the phones are not eligible and thay offered to buy them for £47 each and give me a credit on my account of £100.

How is this possible?

Ps: I am Vodafone customer since 2009 and I am baffled that Vodafone do not own their mistake.

[BandOfBrothers]

Hi @luciananuta 

You have a 14 day cooling off period to cancel what's already been set up if you don't wish to proceed. I appreciate your wanting the deal.

Regarding what's happened to you I'm also confused because this is what is stated on the Vodafone Pages.

https://www.vodafone.co.uk/mobile/vodafone-trade-in 

" Which phone models can be traded in for a guaranteed monthly trade-in saving ?"

To get a saving of £360 (£15 a month) on your airtime bill when you buy any device you'll need to trade in:

• Samsung Galaxy Note10
• Samsung Galaxy Note10+
• Samsung Galaxy S10 5G
• Samsung Galaxy S10+ 5G
• Samsung Galaxy S10 Lite
• Samsung Galaxy S10e
• Samsung Galaxy S9
• Samsung Galaxy S9+

Perhaps have another word with them to point out the link and information on their own webiste and if they can't  / won't then raise a complaint here > complaints/code-of-practice. 

Although keep in mind the 14 day cooling off period so your not locked in.

We do have the Vodafone Social Media Team's here who have account access via Facebook Messenger or Twitter DM > Contact-us-for-account-specific-queries. 

I wish all the best. 

[luciananuta]

I did the upgrade using Webchat and I specifically told the agent that I want to trade in 2 Galaxy S9. He/she says that is fine and applied the £15 discount on the Airtime Plan. The problem is their trade-in tool that at the beginning it recognizes the phone like Galaxy S9 / 64Gb but after I input the IMEI it says that the phone is not eligible. The phone has the Vodafone sim card in it and is working ok both on calls and data on the Vodafone network. I even checked www.imei.info and the phone is listed as Galaxy S9. I went further and checked to see if is blacklisted somehow and it is not. All Vodafone advisers tell me that they are sorry and can not do anything because the Trade-in tool is automatic and they can not override it.

When I asked what is the reason why the phone fails the trade-in check no one from Vodafone was able to give me the reason. They do not know, but they can not help.

They have 7 more days to respond to my complaint and after that, I will decide if I will cancel Everything with Vodafone or not. This is not how you treat your customer, especially one that is Vodafone's client for 13 years

[AnnS]

Hi @luciananuta 

I have just replied to this thread and rather than repeat the answer here is the link:

https://forum.vodafone.co.uk/t5/Pay-monthly/Removal-of-eligible-devices-from-trade-in-tool/m-p/27034...

[Evie]

Hi @luciananuta - In addition to the information @BandOfBrothers have supplied and the similar thread @AnnS has given, 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.