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... 

[amc81]

Hi Tash, Again, this is incorrect. I took out my new contract last December and was told that if Apple release a 5G device within the first year of contract I would get that device for free on my current plan. I have gotten nowhere with your customer service department - they repeatedly say that no such offer existed. This is breaking the terms of sale. I have escalated my complaint two weeks ago and have heard nothing from you. I find this disgraceful. 

[Kristianharris]

Hi Tash, 

From what you have described here I am eligible for the early upgrade without the fees. Contract is due for renewal but had our iPhone 11 Pro Max’s in the period you mentioned. However when contacting the upgrade team over chat they advised there is no way of upgrading without the fee in the system and that I will have to wait until feb. 

Can you confirm? This is definitely not what was sold when we took contracts for 2 iPhone 11 Pro Max’s. 

Thanks

[amc81]

unfortunately they are denying that they ever offered to customers the 5G phone for free as soon as it released by Apple. This is different from the early upgrade plan. 

[Ngou]

I’m in the exact same position and have raised a complaint via the web portal. This was raised 10 days ago and they have just acknowledged it. Judging by the responses on here I’ll get the same response.

I specifically remember the sales associate on the phone tell me the upgrade to the IPhone 12 would be free of charge, within this contract (no need to re-contract) at the same monthly cost for the remainder of the contract. I.e. it was a free upgrade due to the IPhone 11 having no 5G due to ‘issues’.

I, as well as my other family members, have been Vodafone customers for 10+ years and we’ve never had an issue with them but this has really made us question our ‘brand loyalty’ as I feel like we’ve been miss sold and miss promised. It also seems a little odd so many people are saying the same thing, so it can’t just be us miss hearing the offer. 

I’m hoping Vodafone update my complaint shortly and I’ll post an update on this forum. 

[danny1991lewis]

Hello,

I was offered the same when purchasing my iPhone 11. I was told that there was a problem with the iPhone 11’s and that they don’t have 5g as they should do, because of a fall out with Apple and the 5g providers not agreeing. As a result I would be given a free iPhone 12 when they are realised as this was apples wrong doing.

i was on the phone for about 4 hours yesterday and as a result all I have received is £30 off this months bill.

i think this is highly illegal and should not be promising what they are not able to offer. They can’t access my phone recording and they kept trying to turn around what I was saying, that this was part of there 12 month standard upgrade scheme. This was not the case and I was totally miss sold.

if other people are in the same boat I would really like to get everyone together and approach watchdog, offcom and take legal action against them.

[amc81]

I’m in - they did the same with me 

[angryrory]

i'm in exactly same boat. when I upgraded to the iPhone X I was told (I didn't ask!) that i could swap for the next gen phone with 5G when it launched on the priviso I keep my phone in good condition - which it is. 

They're not trying to fob me off with exactly the same BS as everyone else on this thread is experiencing - i.e  iPhone 12 is not included in 'annual free upgrade' etc etc zzzz. 

Another example of VF's awful CS.

I'm escalating up the CS food chain will post my results

[amc81]

I have gotten no where. They are breaking consumer law. 

[Ngou]

Update.

Vodafone have now finally responded. They can’t obtain any call records past 6 months.

Sales executives are also not recorded and do not take notes on a CRM on calls. I.e. they can say absolutely anything to get you to sign up.

Vodafone won’t do anything with my case/ complaint other than close it and allow me to upgrade in Jan at a cost for the handset and an uplift in cost on the monthly service/ rental charge of over £15 a month.

The customer services chap I spoke with, ironically for an employee at a communications vendor, had the worst quality telephone line and had to keep calling me back as we couldn’t hear one another. And to make it worse, apparently me and the other people on this thread are making up this ‘offer’ and I was wrong. 
The call ended with ‘there is nothing we can do with this complaint, what do you want me to do with it, close it?’

Pointless raising complaints as you are just told there is nothing they can do.

I’ll be moving my families 4 handsets and home broadband (again with Vodafone) to new providers ASAP. 

[amc81]

Obviously we are not making it up. It is an absolute disgrace. Yes, they only keep their calls for so long. They are breaking point of sale laws completely.