Vodafone - BEWARE of Cheap Tricks

mercman1969

Recently moved across from O2 to Vodafone and signed for qty x 2 mobiles
At the time of joining them as I had never used a touch screen phone I couldnt decide what phone would best suit my needs

the very friendly salesman informed me that if i picked 2 different models whichever i got on best with I could swap the other phone.

the 2 phones I got were the HTC Legend and the Sony Vivaz

The legend is very very good but i simply cannot get on with the Vivaz so today i rang Vodafone to arrange the vivaz to be swapped for another legend

"Certainly sir, we can do that for you. That will be £70 please"!

I dont flippin well think so....how does that work. i believe that the Vivaz 'MAY' be faulty and I as agreed would like to swap it for another legend

Contract only been active with them for 2 days and they simply wouldnt budge so have requested they collect the phones and cancel my contract with them with immediate effect

Terrible customer service

Strange they do not have any evidence of my initial conversation, even though they are taped

This is also on top of the fact they sent the wrong phone initially and had to wait 5 days for the HD mini they sent to be swapped for what i asked for

DO NOT enter into any contract with these people

photome

mercman1969 wrote: »

Recently moved across from O2 to Vodafone and signed for qty x 2 mobiles
At the time of joining them as I had never used a touch screen phone I couldnt decide what phone would best suit my needs

the very friendly salesman informed me that if i picked 2 different models whichever i got on best with I could swap the other phone.

the 2 phones I got were the HTC Legend and the Sony Vivaz

The legend is very very good but i simply cannot get on with the Vivaz so today i rang Vodafone to arrange the vivaz to be swapped for another legend

"Certainly sir, we can do that for you. That will be £70 please"!

I dont flippin well think so....how does that work. i believe that the Vivaz 'MAY' be faulty and I as agreed would like to swap it for another legend

Contract only been active with them for 2 days and they simply wouldnt budge so have requested they collect the phones and cancel my contract with them with immediate effect

Terrible customer service

Strange they do not have any evidence of my initial conversation, even though they are taped

This is also on top of the fact they sent the wrong phone initially and had to wait 5 days for the HD mini they sent to be swapped for what i asked for

DO NOT enter into any contract with these people

I have had my fair share of problems with Vodafone (as you can see if you search my posts) BUT would any phone company really let you test drive a handset and then return it? It would be no good to the company as it would be "used"

Guys_Dad

You didn't read the Vodafone published t&c / Guidelines on line before you ordered, did you. In particular, their returns policy. It looks like their staff haven't either !

http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=template12&pageID=PAV_0080

See extract below


You have the option of asking for an exchange or refund within 7 days if you brought it from our website or by phone direct from us, as long as you keep to the following conditions.


Mobile phones – contract and Pay as you go
You must return the phone to us with all its accessories and manuals, in the original packaging and undamaged.
You must provide a receipt.
If you are a contract customer, we will charge you for line rental and calls you made during those 7 days.

Mobile phone accessories
You must return the product to us undamaged, in the original packaging.
You can’t return the product if you’ve used it.
You must provide a receipt.

Now that looks to me like you can return the phone itself within 7 days if you have used it. The other bit applies to only accessories.

So you want to cancel?

Again from their t&c

If you have a Pay as you go phone, you can simply stop using it. If you have a mobile phone or a Vodafone At Home contract, you can end the agreement by giving us 30 days’ notice by writing or email which will take effect after the end of your minimum period. If your agreement ends before the end of the Minimum Period then you will also have to pay the sum of the line rental charges for the remainder of the Minimum Period(subject to a discount as applicable at the time)

However, they must have provided you with either a copy of their t&c in writing or, again in hard copy, something that points you to where you can obtain them on the web. This is covered by OFCOM's general Condition 23 that governs how they have to act.

If this was not done, then you have loads of wriggle room and can probably cancel if you refer them to the law.

Whatever you do, however, do not cancel the DD or your credit score will be knackered. Far better to sell the phone and abuy a cheap one for the period.

[Deleted User]

photome wrote: »

would any phone company really let you test drive a handset and then return it? It would be no good to the company as it would be "used"

That's the point of the Distance Selling Regulations

mercman1969

I have NO contract anywhere with them, nor have they pointed me in the direction of any T&C's

they have not refused to replace the phone with another model, they are simply trying to suggest that I have to pay them £70 for the privilidge

They ARE clearly in breach and have not at any point adhered to the distance selling regs...

Upshot is they either honour the deal or i will pursue it legally....i simply dont obide shoddy service

robt_2

photome wrote: »

would any phone company really let you test drive a handset and then return it? It would be no good to the company as it would be "used"

billbennett wrote: »

That's the point of the Distance Selling Regulations

No, it is not.

Guys_Dad

mercman1969 wrote: »

I have NO contract anywhere with them, nor have they pointed me in the direction of any T&C's


They ARE clearly in breach and have not at any point adhered to the distance selling regs...

They are obliged to under OFCOM rules and you have 7 days after they finally give you the hard copy to return the goods. But if you can prove that you asked for a replacement within the initial 7 days - and your phone bill will show if you rang them or not - and you refer them to the link you gave me, then a senior manager should be able to help.

The Voda rep has been on here yesterday, so email them with your case and see if then can help. They offer to help a lot, although there is littles in the way of reports of whether or not they satisfy OPs.

photome

billbennett wrote: »

That's the point of the Distance Selling Regulations

I dont think so. The point of distance selling regs is to be able to retrun anything that is faulty or isnt as expected

Not use it (making it second hand) and decide you dont like it

having said that it does seem that vodafones t and c do allow it to be used but that wouldnt always be the case