Dispute with Vodafone- "pulling conversation"

emylou

I negotiated an upgrade over the phonee with Vodafone over a week ago. I wanted the Samsung Galaxy 2 and throughtout the conversation this was the handset mentioned. However, 3 days later I received my new phone but it was the older model (Samsung Galaxy) now I like this handset but it is not what I was "promised". I rang the day I took the delivery & they said they would have to look into it further as the "notes" in my account said nothing about this handset so they would have to "pull" the call & listen to it- they said this could take up to a week. After this I spoke to my brothers who are more savvy than me and they pointed out I might have issues if it went on over a week as they could say I couldn't return the handset & was stuck in the contract. I rang back & was reassured that I would not be "stuck" in the contract as I had contacted them within the 7 day period. It's now exactly 7 days since the last contact- I am half expecting them to say "oh the call was not recorded sorry" but if the call was recorded and they still dispute the handset mentioned can I ask for a copy of the call?? I have been sent a text by Vodafone (on my request that I wanted something in writing) to confirm that if I don't get the handset I wanted I will be able to return the new handset & cancel my contract even though the "7 day cooling off period" has ended. The adviser even said I could use the new *incorrect* handset (as mine has pretty much died now) as long as the phone & everything was returned in the original box when I received the correct phone but I have told them I won't be doing that as was worried they would say there was something wrong with it & charge me (am I too cynical????)

If you've read all this many thanks & any advice appreciated!!

Guys_Dad

emylou wrote: »

I rang back & was reassured that I would not be "stuck" in the contract as I had contacted them within the 7 day period.................. I have been sent a text by Vodafone (on my request that I wanted something in writing) to confirm that if I don't get the handset I wanted I will be able to return the new handset & cancel my contract even though the "7 day cooling off period" has ended.
If you've read all this many thanks & any advice appreciated!!

I am not sure what more anyone here can do.

You have been given written assurance you can return the phone and cancel your contract. Now unless you have some fantastic retention deal, do it (after asking for your PAC) and see if a cashback deal works out better. Or ask them what they can do on a S2 for you.

Vodafone

Hi emylou,

I am sorry to hear that you had the wrong handset sent out to you.

If you would like me to check your account and make sure that everything you have been informed is in your notes, you can email me directly via the email address shown on our profile page here with WRT135 FAO Heidi in the subject and a link to this thread.

I can also help to get the return sorted out for you if you wish to exchange for the phone you originally wanted.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

samtheman1k

Vodafone_company_representative wrote: »

Hi emylou,

I am sorry to hear that you had the wrong handset sent out to you.

If you would like me to check your account and make sure that everything you have been informed is in your notes, you can email me directly via the email address shown on our profile page here with WRT135 FAO Heidi in the subject and a link to this thread.

I can also help to get the return sorted out for you if you wish to exchange for the phone you originally wanted.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

Does this mean they've admitted the mistake and liability?

spiro

samtheman1k wrote: »

Does this mean they've admitted the mistake and liability?

NO! The reps monitor these forums and try to help disgruntled customers. That is why she has suggested you email her and then she will ensure the notes on your account reflect what you have been told.