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... 

[Evie]

Hi @Ngou @amc81 - I can appreciate how frustrating this must be, especially when upgrading is meant to be an exciting time!

We don't have account access over the forum so we're unable to check any notes relating to an upgrade or any complaints raised. But if you would like to discuss your account please contact us on Social Media. We can't process or change any upgrades over that platform, they would need to be done either on 191 or webchat but we will be able to check the status of your complaint and see if we can help in anyway.

[amc81]

Hi Evie, please see the number of messages in this thread - it is not just myself and other person that have the same issues but 10s of others. It is clear that you, Vodafone, had sold something that you have not fulfilled. 

[Evie]

I understand @amc81 - The message above can be read by everyone in the thread and I encourage anyone having the same issues to contact us on social media via the link above. We wouldn't be able to process any sales/upgrades via that platform but we can investigate the issues you all have had.

[Jbr154]

I think it’s a bit of a joke that I can take out a contract over the phone yet when I have an issue, nobody appears to be able to help and that I’m instructed to create a social media account to speak to someone that can’t actually process sales/upgrades. What sort of customer service is this? Is the idea of this to take the issues from the very visible Vodafone forum to a place where the whole world can’t see how Vodafone treats their loyal customers?

[Evie]

@Jbr154 I can assure you that we do want to help - but with issues like these we would need to access the account and we can't do that over the forum. We encourage the use of this forum to discuss issues like this as it starts the conversation and then we can look at them as individual cases, but for that, like I said we would need to access the account.

Due to systems and scopes, as Social Media agents we are unable to process upgrades/sales, therefore would need to be done with webchat or our phone teams.

[Dom12345]

Glad I found this thread - it’s making me a bit nervous.

Bought an iPhone 11 Pro Max on 28 December 2019. Was told I’d be able to upgrade to the iPhone 12 Pro Max under the ‘5G Promise’ on 28 December 2020. There would be no change to my monthly bill, and no upgrade fee if the original handset was in decent condition.

From reading this, come 28 December I’m bracing for a battle to have this honoured!

[Jbr154]

I think you’ll be fine, most of us were miss sold an annual upgrade promise which you will be entitled to on the 28th. We were promised upgrades as soon as the new 5g phones arrived which never actually materialised.