Sold the wrong contract

Phil_Mybank

My wife recently went into the Vodafone shop in the Traford Centre in Manchester and asked if she was able to upgrade her PHONE and keep the SAME contract, the sales assistant said there was no problem and offered her a number of phones to choose from. She took the one she liked and signed the new contract. She has now been sent a bill and the contract isn't the same as her previous one, she had 1000 Off-peak mins and 250 free text on her last contract and her new one doesn't have the text messages included so she has had a bill for all the texts she has sent. On the receipt of the bill she rang Vodafone up and they told her it has nothing to do with them and she will have to take it up with the shop that sold her the phone. We don't live near Manchester and have tried to contact the store without any luck. I would like to know where we stand with regards to a refund and putting my wife on the contract she asked for.

Thank you for your replies in advance

Phil

Boppy_2

Phil_Mybank wrote: »

My wife recently went into the Vodafone shop in the Traford Centre in Manchester and asked if she was able to upgrade her PHONE and keep the SAME contract, the sales assistant said there was no problem and offered her a number of phones to choose from. She took the one she liked and signed the new contract. She has now been sent a bill and the contract isn't the same as her previous one, she had 1000 Off-peak mins and 250 free text on her last contract and her new one doesn't have the text messages included so she has had a bill for all the texts she has sent. On the receipt of the bill she rang Vodafone up and they told her it has nothing to do with them and she will have to take it up with the shop that sold her the phone. We don't live near Manchester and have tried to contact the store without any luck. I would like to know where we stand with regards to a refund and putting my wife on the contract she asked for.

Thank you for your replies in advance

Phil

Unfortunately i don't think you'll get very far as mobile stores don't usually issue refunds on upgrades. Saying that Vodafone have done in the past, their argument will be that your wife signed for the upgrade and it is up to her to read the small print.

Vodafone customer services should be able to help you over the phone so i'm not sure why they are refusing to now

Josepina

Same happened to me and I kept leaving messages on Vodaphone shop answer phone until they called me back.
I told them I was assured in shop that contract would be identical but for me stop the clock had been removed. At first they didn't seem keen to sort it but but when I mentioned discussing it with consumer direct people (trade descriptions) it got sorted and stop the clock was put straight back on. I didn't even need to return to shop.
If you have trouble call consumer direct, I found them really helpful, they even said what to put in letter if I needed to write.

alnsv1000s

Didn't you sign a new contract that stipulated the tariff.

When I upgrade a customers line if the tariff is to remain the same I put Existing in the relevant section. If the tariff is to change the new tariff name and contract length is put in.