Upgrading promise > 5G

[amc81]

I have been trying to contact a customer service agent to no avail. When I obtained my new contract less than a year ago there was promise that if Apple release a 5G device within the first year I would be upgraded for free. Please let me know what the next steps are please... 

[BandOfBrothers]

Was this a verbal promise or in your contractual terms @amc81 ?

Either way as their is No Account Assistance via this forum anymore you'll need to persevere with 191 or Live Chat.

Or contact the Vodafone Social Media Team's via Contact-us-for-account-specific-queries. 

Link back to your thread here including your form username so your not having to repeat yourself.

I wish you all the best with this. 

[AnnS]

Hi @amc81 

The iphone yearly upgrade promise was when purchasing an iphone 11 or SE with a 24 month plan and trade in your device.

See here: Vodafone Annual Upgrade Promise 

[Jbr154]

I’m in the same boat, spoke to live chat, upgrade team and now complaints. They are all saying it’s an annual upgrade promise and not a 5g upgrade promise even though I was definitely told I could upgrade as soon as the 5g apple devices landed when I got the current 11pro. Formal complaint is now logged awaiting review. I’ve attached a screenshot of the my Vodafone app too which states 5g upgrade promise. 

 

[amc81]

Thanks for the responses! I have also been fobbed off – they are mentioning that it was the annual upgrade promise. When I obtained my contract in December last year, the agent stated what was stated to you, that if within a year of my contract apple release a 5g device I would get that device for free - the annual upgrade promise is different as it involves the upfront cost of the phone and a wait till after the first year has expired. 

Cannot see the image you uploaded – was it something logged in your contract when you agreed to it as evidence to what was stated re free device if Apple released a 5g one? 

[Jbr154]

The attached image is a screenshot of the extras tab on the My Vodafone app which clearly shows (once it’s been moderated) that a 5g upgrade promise is on the account. 

Everyone I’ve spoken with today have told me the 5g upgrade promise isn’t a thing and it’s an annual upgrade promise and are all unable to receive my picture as they have no means to receive messages? 

I was also told that I can’t upgrade till 6 months before contract end date by the complaints team today... you couldn’t make this up!

Like you I was told it would be the day the new phones land regardless of when that was and they would exchange my phone for the new one at zero cost.

It really feels like this is the last promise I’m going to fall for with Vodafone now.

[amc81]

I’ve only got as far as online chat to discuss this with Vodafone and was fobbed off with the annual upgrade deal - are there any Vodafone workers still on this forum? 

[amc81]

Ps I have the exact thing in my app 5G upgrade in addition to the agent telling me about the offer when I agreed my new contract 

[Tash]

Hi everyone, our 12-Month Upgrade Promise from last year (September 2019) is still valid for those customers who purchased an iPhone 11 (between 13 September 2019 and 31 March 2020) or Samsung Galaxy S20 (between 11 February 2020 and 30 April 2020).

With the launch of the latest iPhone, we'll be reaching out to eligible customers via email to let them know they can still take us up on the offer. 

[amc81]

Hi, this is incorrect. The problem is that myself and another forum board member who has posted here was given another offer when obtaining our contracts last year - that if Apple release a 5G device within the first year of the contract, you would provide that device free of charge and as soon as Apple release it. That was voiced to me by Vodafone when agreeing my new contract  and it also stated within my contract under ‘extras’ in the App as ‘5G upgrade’.