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iOS

iPhone 8 trade in complaint

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2: Seeker

Went to local(ISH) store to trade in my iPhone 8 after early upgrade. The phone was well looked after, and in practically new condition. They inspected the phone and agreed a price, I signed and handed it over (boxed and with charger) and walked away with a sales agreement. They told me it would take 5 working days for payment of £191 to be recieved.

 

2 weeks later and nothing. I call and get passed from call handler to call handler - eventually I get told by somebody who actually has a clue what's going on that the trade in was cancelled by the store the same day I took it out, and they still have my handset. I have been told that unless I go into store and reinstate the trade in (I have tried and they have said they sent it off and can't do anything) then I get no money.

 

What do I do. I have formally complained to Vodafone but keep getting told I must go into store, but they are not helping. I have been robbed of a fully functional iPhone 8 in mint condition and I am now £191 down. This surely isn't legal when I have a signed trade in agreement stating they owe me £191 for the phone which has been received by them??

 

Any help??

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10 REPLIES 10
17: Community Champion

I'm not surprised your upset and getting frustrated over this @Natalierm  Anyone would !

 

There's obviously some miscommunication between the Store and Vodafone systems.

 

The manager of the Vodafone Highstreet Store needs to own this issue now by supplying all the info to the investigation that will be held now you've raised an official complaint.

 

May I ask did you use the Official Vodafone Complaints Online Form Here.

 

I wish you all the best with this unfortunate situation. 

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

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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17: Community Champion

Hi @Natalierm 

 

Vodafone won't have kept your phone, you have been asked to call into the store.  At this point you have only called, I thought stores did not have access to a store phone and contact was through Customer Services.

 

When you trade in through a store, it will be for credit to use towards a new device or accessories or  to use towards a discounted plan or credit on your bill and this may be the reason the store has been unable to complete the buy back.

 

Please see this link: Vodafone Trade In in-store

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2: Seeker

Yes, it is really frustrating. What is more upsetting is they agreed to £191 being transferred into my account (BACS) and that's why I handed over the phone and signed the trade in agreement, so to have them cancel it and not tell me anything is appalling.

 

I did fill in an online complaints form, and somebody called me yesterday trying to resolve it but they can't until I visit the store. 

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2: Seeker

Yes I managed to get a mobile number for the store manager through customer services, but they were not helpful. I'm dreading going into the store today.

 

I went into the store for my trade in and they offered me either money off future bills (i.e. credit on my account) or a cash payment via BACS transfer which is what I decided to take. I have the trade in agreement signed to prove I handed over the phone.

 

What do you mean they will not have kept by iPhone. The trade in team do not have it, I do not have it, so they must have it. If I go in today and find out they don't have it and nothing can be done what do I do. They agreed to take my phone and give me £191, surely they can't just cancel that and keep my handset? 

 

I just feel lied to, misled and let down. I have tried so hard to resolve this issue but nobody can help me. It's ok asking me to visit the store but it isnt that easy, the parking at the store is very expensive and it's not super local, so it's costing me a lot of money to resolve an issue that isn't my fault at all. Is there any way I can get compensated for this major issue? 

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17: Community Champion

Hi @Natalierm 

 

It may be frustrating but you have to go back to the store to collect the phone.  If you want the money direct to your bank account, you have to trade in online as in the link I left.

 

This is easily solved when you have collected the phone from the store.

 

As alternative is to sell the phone through a third party buy back service, easily found online, you may even get more money for your phone.

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2: Seeker

But I have been told over the phone by the store that they do not have my phone? 

 

How do I resolve this? (Not sure your quite understanding this issue, I wish it was that simple). 

 

Also I have been told by Vodafone trade in that I can trade in via a store for a cash BACS payment, that is standard now, they just need the store to process it properly. 

 

Also why am I having to discover this myself? Why didn't the store call me and tell me their was an issue. I have been sat here for two weeks waiting for my money with no word of anyrhing. It's not acceptable. 

 

 

 

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17: Community Champion

The staff in the store are best place to advise if the phone is there or not and as they've told you it's been sent away I'm sure that's what has happened  

 

As I said it sounds to me that somehow Vodafone systems have glitched or not updated to show it's TRUE status causing this delay.

 

Please do go into the store and speak direct with the manager and I'm sure they'll get this sorted for you @Natalierm 

 

At the end of the day you've agreed a trade in amount and handed custody of the iPhone to them and thus this is for Vodafone to resolve one way or another between their departments and give you the money now owed and agreed  !

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

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

I am currently waiting to be seen in the store. I will update when I have more information. 

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17: Community Champion

Hi @Natalierm 

 

When you have been back to the store as advised by Customer Services, please come back to the forum and if it is still not solved, the Social Media Team here on the forum will be able to intervene and help.

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17: Community Champion

@Natalierm wrote:

I am currently waiting to be seen in the store. I will update when I have more information. 


How did you get on @Natalierm  ?

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

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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