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Upgrade - received a used/refurbished phone loose in a white box with no accessories

7: Helper

I have been a Vodafone customer for a long time (much longer than I care to remember). Yesterday I arranged an upgrade to the 512GB Huawei P30 Pro which I have been waiting to come back into stock. Excited today I sign for the delivery and then get ready for my new device.  To my astonishment what is in the package is not great. Yes, its the P30 Pro which is a positive. Its in a plain white box with no accesories in a small bag with another little bag containing a leflet and a sim removal tool. I knew something was amiss when the box rattled. The handset is literally loose in the box. 

 

What has followed is about 3 hours of phone calls passed from pillar to post and treated like I am just making this up. I took lots of pictures when it arrived. 

 

I apparently have a replacment swap arriving tomorrow. If its not a new factory sealed handset I'm off. You will lose a £200 a month customer to another network.  I have three lines plus a tablet with data. 

 

Really really unimpressed Vodafone :-(

 

Hopefully somoene is reading this who give a bit more of a **** about customers than some of the advisers I have crossed swords with today. Barely even an apology apart from 'oh it must have been a packing error. '

 

 

 

 

 

 

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15 REPLIES 15
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17: Community Champion

I have seen posts in the past here Vodafone has re boxed a new phone in plain wrapping @anobeithiol  why is beyond me !!

Sometimes it can be because a person has chosen a nearly new phone to help keep costs down.

Nearly new is a phone returned to Vodafone by someone who has decided not to keep it in the Network 14 day cooling off period.

However it's reasonable that the Vodafone own box holds the phone secure especially while in transit and has all the accessories and leaflets it should come with if it was in a Huawei box.

Please do let the phone be delivered again and re check it and if it's the same then you can drop it into a Vodafone Highstreet Store if that's more convenient than awaiting for a courier to pick it up.

Personally I prefer to pick up my phones from a store so I can check it's right and there is no damage  / boots up etc and if it does not then normally it's a straight swap in the store. No waiting around for delivery.

If a person wants a store to supply a phone from their own pool of stock then the new contract or upgrade has to be taken out directly in the store.

i.e a person would usually have to cancel the contract / upgrade and then process the new contract  / upgrade directly in the store.

All the best.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

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17: Community Champion

Hi @anobeithiol 

 

As far as is known Vodafone purchase phones in bulk and rebox before despatch, just because the phone is in a plain box does not mean you have been sent a returned or nearly new device.  There should have been some earphones and charger in the box.

 

The manual is provided online here: https://consumer.huawei.com/en/support/phones/p30-pro/ 

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7: Helper

With respect guys I know a phone that is not new when I see one. Its not in a retail box. It does not have the front and back protectors on. Its in a non-huawei box and in a bag. Im pretty sure you would not accept this as a customer either, especially on a premium device. 

 

Its going back and if my replacment isnt a new retail boxed handset I shall be departing Vodafone today. 

 

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17: Community Champion

@anobeithiol wrote:

With respect guys I know a phone that is not new when I see one. Its not in a retail box. It does not have the front and back protectors on. Its in a non-huawei box and in a bag. Im pretty sure you would not accept this as a customer either, especially on a premium device. 

 

Its going back and if my replacment isnt a new retail boxed handset I shall be departing Vodafone today. 


Totally agree that I wouldn't accept a phone that looks to have been sent back under the cooling off period. It should be in pristine condition with in transit covers on it if that's how the manufacturer sends it out which is more common on today's phones.

Like I said its beyond me why a network would feel the need to re box a new phone from the original packaging to a plain box !

If I'm signing upto a new phone I want a new phone.

Please let us know how you get on with this.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

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7: Helper

Interesting that somoene from Customer Relations has just contacted me.

 

They were pretty useless also and getting someone else to call me back later. When I said that this would be classed as "passing off" under the sale of goods act 1979 they changed tune. Little did they know I used to work for trading standards many moons ago :-) :-) 

 

On a posiitive note a replacment device is being delviered later by DPD. Lets hope its NEW and not used.

 

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17: Community Champion

If nothing else, it looks bad.   There certainly have been instances, partiuclarly with in-demand devices, of their being supplied in bulk and Vodafone boxing them themselves.   However, at the very least, it should be a branded (even if Vodafone) box and with a label that indicates the  contents (with IMEI etc, as normal).   At the very least, that suggests a pride in the brand - a plain box with loose contents does exactly the opposite.

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7: Helper

Quick update. ..  Guess what?  Another refurbished phone has been delivered. .  Not impressed. Formal complaint lodged. Still cant believe they are passing off a refurb phone as brand new.  I am getting Huawei to check the IMEI for me. Really really not happy 

 

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17: Community Champion

 

Not good at all !!

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

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7: Helper

OMG being passed from passed pillar to post ... anyone on here have a decent contact at Vodafone? help 

 

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17: Community Champion

There are only the contact options in Contact-us  it the Vodafone Social Media Teams via Contact-us-for-account-specific-queries. 

What are you wanting to do at this stage ?

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

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7: Helper

It just gets better and better. Maybe Jeremy Beagle will jump out in a minute. . . 

 

Apparently logistics cannot in any way promise that if they send a replacement 'NEW' phone, I wont receive another refurbished handset. . .. .. . . WT*?? 

 

They have however finally agreed that the definition of 'NEW' is a sealed unit in the original manufactuer sealed box will all the original accessories, and not a plain white box with IMEI blanked out with a marker pen and a white sticker over the top. . . .  They also agree that 'NEW' phones arrive with screen and back protectors on and not in a small bag rattling in the box that is too big... 

 

Its now gone to escalations and apparently internal investogations and I am now being promised a delivery on Sunday between 10.00 and 12.00. You couldnt make some of this up guys. . .  

 

Tune in on Sunday after 12.00 for the next episode of "All I want from Vodafone is what I ordered. .  part three" 

 

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17: Community Champion

Hopefully that'll be the end of it.

If not consider upgrading in a Vodafone Highstreet Store if convenient @anobeithiol 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

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14: Advanced member

@anobeithiol wrote:

It just gets better and better. Maybe Jeremy Beagle will jump out in a minute. . . 

 

Apparently logistics cannot in any way promise that if they send a replacement 'NEW' phone, I wont receive another refurbished handset. . .. .. . . WT*?? 

 

They have however finally agreed that the definition of 'NEW' is a sealed unit in the original manufactuer sealed box will all the original accessories, and not a plain white box with IMEI blanked out with a marker pen and a white sticker over the top. . . .  They also agree that 'NEW' phones arrive with screen and back protectors on and not in a small bag rattling in the box that is too big... 

 

Its now gone to escalations and apparently internal investogations and I am now being promised a delivery on Sunday between 10.00 and 12.00. You couldnt make some of this up guys. . .  

 

Tune in on Sunday after 12.00 for the next episode of "All I want from Vodafone is what I ordered. .  part three" 


As an erstwhile customer myself and having many years of experience on this forum,  I have to say that all this sounds like a load of bollards to me.  But you never know, so good luck !!

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7: Helper

Just to update everyone... after three deliveries of refurbished handsets I eventually took delivery of a new sealed phone. Also was suitably compensated for my time and effort. 

 

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17: Community Champion
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