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... 

[Jbr154]

I have raised a formal complaint of which there should be an outcome today, I haven’t requested the call recording though I’m sure Vodafone will do a thorough investigation and listen to it. If they still have it of course.

[amc81]

Currently speaking with a manager on live chat who is repeatedly saying they only store calls for 90 days!!!!

[amc81]

They are clearly breaking what was offered at the point of sale:

I've discussed this with our complaint team and they've also mentioned that providing free handset is something which we can never offer to our customer. And call which is older than 90 days is can't be reviewed.

And we can certainly check the option for the annual upgrade however free upgrade is not possible from our end.

[amc81]

Spent two hours escalating the chat to reach at this:

>> I have already shared with you out internal feedback process. Please understand there is no offer of giving customer free iPhone 12 when they complete 1 year contract on old iPhone 11.

>>You will be either contacted to further discuss your case if the review results in a further resolution being proposed or you will be sent a letter.

>>The letter would confirm our final position has been reached and that we are unable to continue supporting your complaint within Vodafone.

He was offering £100 as a goodwill gesture and stated that he is going out of his way to do this!

Shame on Vodafone for not honouring what was offered at the point of sale!!!!!

[amc81]

Any further updates from anybody else? 

[Jbr154]

I have an upgrade on order with 25% discount,

turns out my upgrade was actually October but because I upgraded early last time system still said December so they gave me the upgrade straight away,

they were still adamant that a 5g upgrade wasn’t a thing but for me I’ve reached a resolution, annoyingly the phones aren’t in stock currently but not as annoying as your situations.

might be worth checking when you actually upgraded otherwise I’m out of ideas

[Tash]

Hi all, we've received further clarification regarding last year's 12 Month Upgrade Promise and our current Annual Upgrade Promise offer. We can confirm that both Ts&Cs are one and the same - this means if you ordered an iPhone 11 (any variant) between 13 September 2019 through to 15 October 2020, you'll be able to upgrade to the new iPhone 12 without being charged any early upgrade fees. When ordering again with us this year, you'll then be able to upgrade again 12 months (and no later than 20 months) from the date your phone was shipped to you.

We’re cascading this information to our Social Media department and are working to brief this to our other departments across the company. This will help to prevent any further confusion.

We're sorry for any inconvenience this may have caused during your upgrades - this should be an exciting time and it's a shame to see this hasn't been the case on this occasion. Rest assured we've taken all your feedback onboard and this has been raised with the relevant teams to improve our future customer service.

If you do have any further questions about this, please pop back to us on the thread here and we'll be happy to help.

[Luke1708]

I have today been told the same disappointing and very frustrating information by a Vodafone employee. 
I was sold this contract in January 2020 and the only reason I went forward with renewing my plan with a new iPhone 11 Pro Max was the sole factor that when the equivalent iPhone 12 pro max was released i would be able to exchange my device for free. 
I remember quite clearly asking if the contract then renewed for another 24 months to which I was told it wouldn’t effect the term of the agreement. 
“This is an agreement we are offering to customers taking out any plan with a iPhone 11. Due to Vodafone’s network being 5g ready when apples latest handsets are not 5g compatible.” 

Where do I stand now? That is majorly against the sale of goods act if not honoured, I would like to receive what I was initially sold, has anyone had this resolved happily ? 

[amc81]

Hi, no resolution here. I was told the EXACT same thing as you were, as were the other members posting here. 

[Jbr154]

Fwiw the iPhone 12 pro is a bit of a disappointment, not really any new features that actually make the phone any better and the battery life is horrendous compared to my old 11pro that had been usb c charged for a year and had 87% battery health left!