Trading in a phone using Vodafone Trade in

[Leanne1991]

Hello there

I was wondering if someone can help me here, I've traded in a Iphone 11 using the Vodafone trade in. I've received the trade in bag and packed the phone up and put it in the trade in bag. On the 8th February 2021 I've sent it off using special delivery rather than the tracked 24 (just for my reassurance) few days later I've tracked the parcel and Royal Mail have delivered on the 9th February but I've not received a email from Vodafone to say they've got it? I've contacted the recycling centre direct and they also said they still haven't received it either and to give it a couple of days. I'm annoyed because my quote has expired and still not heard anything? I've tried to contact Vodafone and they are useless and have no clue, there is a complaint in because no one was giving me direct answers. I've tried to contact the trade in team direct to be cut off numerous times and roll on today I've still heard nothing about the phone whether Vodafone have received it or not?? I get the whole Covid situation but my worry is whether the phone is with Vodafone or lost? 

Also to note I asked for the money to go into my bank and NOT my Vodafone account and everytime I speak to someone they keep saying its my Vodafone account and its not.

[AnnS]

Hi @Leanne1991 

Due to Covid 19 there is a delay for Trade In but you should receive confirmation as soon as possible.  At least by using Special Delivery, the Trade In will be tracked, try putting the tracking information into Royal Mail, you should be able to get confirmation of delivery/signature.

Speak to the Social Team here: Contact Us they will help where they possibly can.

[Leanne1991]

Hi @AnnS 

I've put in the tracking details in Royal Mail and it's saying they've delivered the parcel with their XP1 signature, but no confirmation from Vodafone to say they have received it? 

I'm not fussed how long payment takes just as long as they received it as that's my biggest worry, but Vodafone say they will email me when they have received it and I'm still waiting for that email? How long does it take for it to be scanned in to the system from receiving the device?

[Evie]

Hey there @Leanne1991 - On the tracker, does it say who signed for it or what warehouse it was received in?

It can take up to 5 working days to process the device from the point we receive it in the warehouse but as @AnnS explained above, there have been some delays in processing Trade-Ins and other warehouse transactions, so it may take a little longer.

[Leanne1991]

Hi @Evie

On the tracking details it says it was ANOVO that received the parcel but it says XP1 on signature box as Royal Mail Post people aren't allowed to hand over the PDAs due to Covid rules but the Post people make sure someone received the parcel before signing in the box. I know this as my partner is a postie

It's been longer than 5 working days now I'm getting abit worried like I say, I didn't realise it takes this long just to scan the device into the system? I've even emailed the trade in team now and there responses are really slow!

All I want to put my mind at ease is that have Vodafone received my device that's all, so I'll have to keep waiting for that email to say they have received it? If I don't hear anything by Friday then I'll be chasing it further for information.

[Leanne1991]

So I've had abit of a update, basically I put a complaint in because no one on Vodafone was informing me with whats going on. The complaint team have emailed me back to say they have received the device and it will be at the end of the week when they will tell me a quote and price. Should I still get a email to say they've received the device or not even though the complaints team had to find out?

[dazzey1983]

N/a