Vodafone 14 day cool off

[mickstreet]

Got my HTC Magic on Tuesday on Vodafone but can't get a very good signal. Quite disappointed as I got 3g easily with 3 and also I know T Mobile will get 3g coverage easily here. I looked at the coverage map on Vodafone website and I am just on the edge of the coverage according to that but assumed it would be ok.
I cannot get 3g at all and the 2g coverage is adequate at best. On the way back from work I stopped where the map said I should get 3g but alas nothing. (I do have 3g enabled by the way). I am interested in the mobile tv that Vodafone offer, they have given me 3 months free Sky TV but without the 3g service its useless.
Anyway, to get to the point I'm considering returning the phone under the 14 day cool off. I did ask the advisor when I took the contract out what would happen if I couldn't get a signal and he did mention it could be returned. But, will I be able to get a PAC code from them or will they be funny about it? I really want to keep my number as I've had it for 10+ years. It's disappointd me as I really like the phone, just wish it was available on T Mobile or 3!!
Right so my questions are...

If I return under the 14 day cool off will I get a PAC code?

Will I be able to use the PAC code to transfer onto PAYG 3 for the interim until I decide what phone I want on 3 or T Mobile?

Will any android touch screen phones be available on T Mobile / 3 in the near future? I know about te G1 but much prefer the Magic

Many thanks guys

 

[RobM]

There is no reason at all why you wouldn't be able to get your PAC code, just request it when cancelling the contract under the cooling off period terms. You have a genuine and justifiable reason for leaving so I wouldn't expect any hassle

 

[voxish]

There is no reason at all why you wouldn't be able to get your PAC code, just request it when cancelling the contract under the cooling off period terms. You have a genuine and justifiable reason for leaving so I wouldn't expect any hassle

That's not what happened to me... I've just got back off the phone to Vodafone Customer Services who told me that it is NOT possible to have a PAC following a return in the 14-day cooling off period.

I cancelled for the same reason as mick, no issues with the phone at all which is superb. I just couldn't get any reception in our office.

When I initially requested the return (within the 14 days) I asked about the PAC - they said no problem, will arrive within 2 days of them receiving my phone back in good condition. I checked again on Monday and they told me the phone was back OK and I should get my PAC in the post by the end of the week (which is now).

When they said I couldn't now get a PAC I said I was entitled to be put back in the same position as before I took out the contract. They then said the only way to get a PAC would be to reconnect with Vodafone for a month at a cost of £35 then re-request a PAC in 30 days time!!! ***!!!

I said I've had my number since 1995 and I don't want to lose it... anyway the guy seemed a bit flustered as he was to-ing and fro-ing with his supervisor and eventually they said the only way around was to reconnect me with Vodaphone and send me a new sim on the original terms (600 mins 'unlimited' texts and internet) but they would waive the charge.

*** - apparently their system won't allow them to do it any other way. I'm not happy - I've already signed up for a 3 sim-only deal at £20pm so Vodafone's offer is no material benefit to me. I guess at least I'll have my number back though...

 

[RobM]

voxish - I wouldn't accept that answer, I would escalate to a more senior member of staff at Vodafone. You are entitled to your PAC and if they refuse on those grounds, take it to an ombudsman or OFCOM.

You signed up with the intention of committing and the only reason you are not is because Vodafone are unable to provide a reliable service in your area. You should be able to go straight back to the position you were in prior to starting the contract.

 

[voxish]

Thanks Rob...

TBH I was on the phone to them (on 0870.. grrr) for 45 minutes getting nowhere fast. Although the (Welsh) guy on the line was very patient and pleasant, I just got worn out LOL (but 100x better than 3 customer service ).

It sounds to me like there's been some serious communication breakdown between the 14-day team and the retentions team (or whoever).

Anyway they said they're sending out a new voda sim with my old number and a month of free calls and data. I'll still be able to use my old number (albeit not in my office) and I'll just put my 3-sim in a spare phone for my office calls.

Not ideal but do-able as a compromise. Just a strange way to go about it though!

For the record I had an HTC Magic which IMHO is the best phone I ever owned (barring a few minor niggles) just I can't get Voda signal at work. I bought a Nokia 5800 off eb*y as a temporary (and very nice) replacement until 2nd hand prices of the Magic come down....

PS I hope they refund my return postage per distance selling regs

 

[Steven]

You want SAYNOTO0870.COM - Non-Geographical Alternative Telephone Numbers

 

[mickstreet]

Thanks for the info guys. Voxish, I too think the Magic is a fantastic phoned, really upset as I can't have it and get 3g. Looks like only T mobile give good coverage where I am so the obvious choice would be the G1 but I just don't like it I know its pretty much the same phone but asthetically its just not up to the magic.
Think I'll go onto PAYG for the time being and see what comes out over the next few months.

 

[voxish]

Depends how many calls and texts you make, Mick. The sim-free deals are pretty good cos you're not tied to a long contract - £20 gives a decent headroom of phone and internet usage.

Have you got your PAC or are they giving you the run-around as well?

 

[mickstreet]

Giving me the same info as you. They send me a returns bag, I pack the phone and take it to the post office. After they receive / inspect the phone then my PAC will be issued by post which I should receive within 48 hours of them saying the phone is ok. I argued that I needed the phone number for work purposes but they wouldn't budge. I've looked at the Ofcom site and it seems to point to the provider giving you the PAC within 2 days of cancellation but I guess Vodafone would argue that my contract isn't cancelled until they receive the phone back and its inspected
Still, as you said much better than trying to speak to 3!!
Still deciding what to do, can get the G1 on T mobile for £25 month for 10 months then up to £30 for 8 months which is better than what I'm paying now, or do I wait until someing else comes along....choices choices!!

 

[voxish]

Giving me the same info as you. They send me a returns bag, I pack the phone and take it to the post office. After they receive / inspect the phone then my PAC will be issued by post which I should receive within 48 hours of them saying the phone is ok. I argued that I needed the phone number for work purposes but they wouldn't budge.

I just posted mine off in a jiffy bag - was told exactly the same thing though. Went special delivery and was tracked arriving the following day. I phoned again and was told my PAC was on its way by post - the guy even said he'd text it to me as well. I should have been suspicious at that point but what can you do?

I've looked at the Ofcom site and it seems to point to the provider giving you the PAC within 2 days of cancellation but I guess Vodafone would argue that my contract isn't cancelled until they receive the phone back and its inspected

There was never any suggestion of it being outside the 14 days (although one person did try to quibble until I quoted from the Voda welcome letter (dated 16 May):

"...If your needs alter, you can call us and we'll happily review your new agreement. If for any reason you change your mind, you can end your agreement within 14 days of the date of this letter. To do this please call 08700 700191 and we'll post you a returns bag...."

I phoned on 28 May, posted it on 29 May and it was tracked to arrive on 30 May. Had they posted a returns bag it likely wouldn't have arrived until after the 14 days due to the uncertainty of the mail. The only certainty is having the certificate of posting within the 14 days - I'm sure there are precedents in other cases under contract law (or whatever applies).

Still, as you said much better than trying to speak to 3!!

Don't remind me....

Still deciding what to do, can get the G1 on T mobile for £25 month for 10 months then up to £30 for 8 months which is better than what I'm paying now, or do I wait until someing else comes along....choices choices!!

I can't get T-mobile in my office either... and besides I really like the HTC magic! I think the trade-off in bulk is too great but I know many people love the slide-out keyboard.

Back to the issue in hand - I wonder if anyone else has had this problem? Quite a few will have come to the end of their 14-day period by now and it will be a nasty shock to some.

 

[voxish]

Hopefully this is the end to the saga... my PAC arrived in the post this morning. I spoke to a Voda CS person earlier and she couldn't have been more helpful. Apparently what seems to have gone wrong is that my start date with Vodafone had been set to 0000 and the computer came up with an error message!

Computer says no... and all that!

 

[RobM]

Good news!

That was always the frustrating thing about Voda CS. One call would land you with the most helpful, caring person you could hope for. The next, the village idiot.

And sometimes the helpful people would explain that the problems you are having are all down to the village idiots mate, inputting things into your account incorrectly.

 

[voxish]

Hi Rob - I don't think the people I spoke to before were village idiots exactly (but I take your point) just they weren't empowered to do any more than their guidelines told them. (taken to the nth degree by the speaking clocks from three CS ).

My mistake apparently was to have returned my Voda sim with the phone.

PS I asked about what's happening to all those returned HTC Magics - she said they're being warehoused for now, not being sold refurbished as they would normally do.

 

[mickstreet]

Voxish, are you saying not to return your sim with the phone then? My returns envelope should be with me tomorrow and I don't want any hold ups receiving my PAC code....

 

[voxish]

Voxish, are you saying not to return your sim with the phone then? My returns envelope should be with me tomorrow and I don't want any hold ups receiving my PAC code....

I must admit I don't know - I can't see why they should want the sim back TBH because it isn't part of the phone hardware. But it's probably best to phone them first (try to find someone helpful though....)

 

[zhanxun]

I am in a similar situation. I accepted the Magic but in hindsight wished I waited for the Nokia N97. Only problem is the 'retention' team called to offer me a reduced price but they don't have a number for the vodafone team to get me back to. Shall I just send it back and ask for my PAC code?