Tricked into taking out 2 new mobile contracts

tracyhhblue

Mine and my husbands mobile contracts had expired and we were frustrated at not being able to use them at home because of the poor signal. We rang Vodafone to cancel but told them if they would give us a signal booster box, we would stay with them. They refused and we we're put through to the cancellation team. The cancellation team then told us that not only could he give us a signal booster box for free, he could also do us a better deal on our contracts. I agreed on the basis they were giving us a free signal booster box.
The 'change your mind' period expired and the box still didn't arrive.
They are now saying we were not promised the box.
The call will have been recorded - they are saying they have listened to the call and I wasn't promised a box. I was.
Advice would be welcome as I have been tricked.

shaun_from_Africa

You are legally entitled to request a copy of the recording that they have so you can check it for yourself.
This website:
http://ico.org.uk/for_the_public/personal_information
gives all of the information that you need to submit a Subject access request. (Vodafone can charge up to £10 for supplying the information).

JethroUK

And the moral if this story is

1/ Always ask for the name of the agent you are talking to and write it down along with the date and time and use their name repeatedly during the conversation. People respond 10000000% better when refered to by their name and it makes them uber-aware that you are uber-aware of who it is that makes the promises and it will guarantee the best possible customer service experience

2/ Always ask for the name of the agent you are talking to and write it down along with the date and time to guarantee the best possible customer service experience

3/ Always ask for the name of the agent you are talking to and write it down along with the date and time to guarantee the best possible customer service experience

4/ If you have been made a promise tell them you will call "them" the next day to verify the "wheels are in motion"

"Thankyou Jenny I will give you a call on this number tomorrow to confirm the box is on its way to me, so if you can get on it this afternoon that would be great"

Personally I would have called them every 24 hours until the box is in the post but I have *never* been let down once I have their name - and it does take them aback when I ask for it - 99% of the time they tell you their name when they answer the call because its part of their "speel" and they say it so fast you cant hear it properly so I always ask them separately and make them wait/realise I am writing it down (for reference)

Vodafone

Hi Tracyhhblue,

Thanks for making me aware of this.

So I can get things looked into further, email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

tracyhhblue

Reference number as above

Tracy

Vodafone

Hi Tracy,

Thanks for coming back to me.

I'll get back to you as soon as I can.

Kind regards,

Lee

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Vodafone UK