Vodafone Insurance

emmylou69

Went to a store to upgrade my contract phone yesterday and the person who served me did everything fine but when he asked me to check my contract he had added insurance to it. He said it was impossible to do the contract without it (even though I said I didn't want it) but that I could cancel within 14 days.
I intend to cancel but wondered if he was telling the truth - or if he just wanted some commission/sales target etc.
He also told me that I could only have the black iphone 4 on a 12 month contract (paying £299 upfront for the handset) although the website seems to allow me to have white on this contract.
Anybody have any idea on either issue?

Thank you

pcyam

you dont need insurance with an upgrade. I recently upgraded with Vodafone and wish I went to Tmobile. They did the same to me but they just added it on without even mentioning it to me, I only knew when I received the agreement via email.

Whereas the offer with the phone I'm not sure maybe different offers in branch and via internet.

But next year if you decide to stay with Vodafone dont upgrade in the branch, ring 191 and go through to rententions you get better deals if you say you are going to leave, but you will need to do a bit of leg work and find a deal elsewhere to get better price plan/phone.

HTH

emmylou69

Thanks pcyam. Did Vodafone remove the insurance with no hassle?

I upgraded in the branch after speaking to them online, they did not offer any better than what was on the website. Is a bit galling after being a loyal customer for 13+ years, added to the fact that all my family use Vodafone too (we use Vodafone Family) but did not want to change from Vodafone for this reason.

Anyone else have any ideas? Would be interested to hear the point of view of the Vodafone rep too!

emmylou69

Vodafone rep.... feels like you are ignoring me!

Vodafone

Hi emmylou69,

Apologies, I have only just picked up this thread.

All upgrades are calculated on each persons individual account so it would be impossible for me to advise whether this was correct. The addition of some products and services can affect the deal that is offered to you.

The insurance is not in any sort of commitment so if you do decide that you do not wish to have this, we can remove it at any time. If you wish to do this, drop me an email to the address here with WRT135 FAO Heidi and I will remove it for you.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

MissKeith

Selling in this manner is against FSA regulations. Any words on this blatant example of misselling Heidi? I like how you ignored that aspect of the post.

pcyam

emmylou69 wrote: »

Thanks pcyam. Did Vodafone remove the insurance with no hassle?

I upgraded in the branch after speaking to them online, they did not offer any better than what was on the website. Is a bit galling after being a loyal customer for 13+ years, added to the fact that all my family use Vodafone too (we use Vodafone Family) but did not want to change from Vodafone for this reason.

Anyone else have any ideas? Would be interested to hear the point of view of the Vodafone rep too!

It did take two goes to cancel the insurance, the first time i rang they said it was all cancelled the second time i rang it was just about something else completely and it was just on the off chance I checked the insurance was cancelled, to my surprise no not cancelled!! Cancelled and got a letter in the post to say it was.

As MissKeith said its against FSA regulations in my case just add on insurance and yours to say you have to have it. You can take it further if you want but I've had so much hassle with Vodafone this year I was just happy its cancelled!!

emmylou69

Thank you Heidi, I have emailed you just now.

Although - I had not seen the above two posts when I did!
Please can you explain why the salesperson added on insurance to the contract, especially when I said I did not want it. He (a) told me that it was compulsory with a contract and (b) told me a big long story about someone who broke her phone on the way home which was why it was necessary. In the end he told me I could cancel within 14 days, so I signed it.

pcyam - I too have had untold problems with Vodafone but since my family are all on my VF Family it is too much hassle to change. However I am thinking about changing my mind on this matter - I understand I am still within my rights to cancel the contract. They don't appreciate me! O2 now do a similar product, I am looking into this now.

emmylou69

Heidi, please see my second email asking you to not cancel it until I have looked into this with the FSA. Thank you.

emmylou69

Credit where credit is due - all being well Heidi has sorted this to my satisfaction.
And if for any reason she hasn't, I will be contacting her again!

Thanks Heidi

Vodafone

Hi emmylou69,

I am pleased that I was able to help resolve this for you. If there is anything else I can do, you are more than welcome to get back in touch.

Regarding the insurance, as I previously mentioned the addition of products and services may have an effect on the deal they are able to do. The benefits should always be advised and if it's not needed, it can be cancelled at any time.

If any of you need specific situations looking into, please feel free to email me via the address here with WRT135 FAO Heidi in the subject. I will be happy to help in any way I can.

Kind regards,

Heidi
Web Relations Team
Vodafone UK