Vodafone Return Help

Mark_Willems

Hi
I took out a contract with Vodafone last year and cancelled the contract within the correct period (On the 7th day after reciept!).

I returned the phone 3 weeks later and I understand that Vodafone actually have a policy of returning within 10 days of cancellation or the cancellation is not valid.

I bought the phone over the telephone and not from a shop so my question is, does this override the DSR's and is it applicable, or does my cancellation stand?

I also understand that in this case that cancellation can refer to both the contract and the phone as two seperate items so, where do I stand in this regard?

Unfortunately, there is more - having spoken to Vodafone, they don't seem to have any recollection of my phoning to cancel the contract, even though they did send texts to the cancelled phone confirming that I was cancelling the phone and would recieve the return information shortly. I have the RM tracking number for the return - which they provided and pre paid - but not the reciept with the postcode on it. With the returns envelope there was no personal information, nor dated information - just a standard letter of instructions.
Is the tracking information enough to provide proof of postage?



Your help will be much appreciated.

Mark Willems

Fire_Fox

Why did it take you four weeks to return the handset and why don't you have a postal receipt? I suspect the cancellation would not have been activated until the handset was returned - often contracts need to be cancelled in writing. I doubt proof of posting will be enough, it's up to you to ensure the phone arrived safely: you wouldn't have accepted Vodaphone saying they had sent the phone but it not arriving would you?

Mark_Willems

Fire_Fox wrote: »

Why did it take you four weeks to return the handset and why don't you have a postal receipt? I suspect the cancellation would not have been activated until the handset was returned - often contracts need to be cancelled in writing. I doubt proof of posting will be enough, it's up to you to ensure the phone arrived safely: you wouldn't have accepted Vodaphone saying they had sent the phone but it not arriving would you?

Well I bought it over the telephone so DSR's take precedence over return of items, the cancellation of the contract isn't connected in the DSR to when it was returned so I'm interested here in the opinion of somebody in knowledge of how the DSR's work and how they take precedence if indeed they do, over vodafones own insistence of the 10 day rule.

I was slow to return the handset as I was not notified it needed to be back in 10 days - nor did I recieve any contractual information. I bought over the phone aswell, so I wasn't bound to any web terms and conditions. So whilst I personally should have know better, vodafone didn't make me aware as I understand they should. I had only a letter with the Direct Debit info.

I had a reciept but can't currently find it, however I made a note of the tracking number from the silver returns envelope that was sent to me by vodafone.
What I'm interested particularly is if anyone has experience in questioning phone companies who claim not to have recieved phones back or anyone who made the mistake of phoning and not writing. I recieved texts and a letter from them, so somewhere in the system (which somebody may understand how to identify) a process was kicked into place to send me cancellations - and I would like some help trying to identify this if possible.

Vodafone

Hi,

I would like to look into this and ensure that your cancellation was completed fully.

When your phone was returned to us, it would have been recorded as arriving back to us, so I'm certain that we can take a deeper look into your account and iron out any discrepancies.

So that I can help you further with this, could I please ask that you contact The Web Relations Team - Vodafone UK.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name.)

I'm certain that we can get to the bottom of this and look forward to hearing from you soon.

All the best,

Espi
Web Relations Team
Vodafone UK