Hi liyawang,

Sorry to hear about your grandmother, I can appreciate what a difficult time this must be for you.

Although our returns policy has changed I'd like to take a closer look at your case.

Could you email your details to me using the 'Contact us' form on the Vodafone website which you can access via this link: https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&CONFIGURATION=1000&PARTITION_ID=1

When sending the email could you also include the link to this thread together with the code WRT135?

Thanks,

Lee

Web Relations Team

Vodafone UK

1 The chief executive is Vittorio Colao at the address in the link below

http://www.vodafone.com/start/misc/contact_us.html

2 You seem to have nothing to lose by putting in the name of this posting or a "letter" link plus a to the point introduction.

3 You could phone HQ and ask for the chief executive's office or the email address of the chief exec's pa.

4 Strictly speaking you should get the retail director's name/pa through the PLC's website - the link probably takes you through.

But I dont want to leave bad credit history that stopping me to coming back ever again...

There isnt any policy on Refund now when I look at my terms and conditions. As the store manager said the refund policy changed 2-3 months ago. I just called the customer service and they are refering me back to the store saying they cant do nothing about it. They wouldnt give me complaint number nor headoffice number. I cant even find complaint email address on their site?!!

God, I just need someone who can make decision not refering back and forth. I think Vodafone is just trying to rip off every peni from their customers. as soon as they grab you, you are trapped!

Hi,

I know that certainly if you took the contract out over the phone, you have 28 days to cancel the contract, as per the Distance Selling Regulations Act.

As for in store, I'd suspect the store agent was lying... sorry I meant mistaken! Check out their refund, cancellations and returns policy on their website, print off a copy, and go into the store armed with it. If they try anything just say you'll be lodging a complaint with Ofcom.

Had you ordered by phone or internet, you could certainly cancel within the time frame that you are talking about under the distance selling regulations. Some retailers offer a similar cooling off period for contracts taken out in stores - you need to check the contract details. Otherwise you will need a reason to cancel like poor coverage or a faulty phone which isn't put right.

It's worth writing to Vodafone saying that you wish to cancel and asking where to return the phone. Even if you don't get a reply, keeping a copy of this letter will give you something to prove that you tried to sort things out before leaving.

I have been with Vodafone for 7 years and I took a new contract in Eltham Store on Sunday the 26th July for the N97 phone. Then I had a shocking news that my grandmum passed away and I have to go back to my country permenantly. I went back to the store today (30th July 09) explaining about my situation and ask for a refund on my contract (£40/month for 24 months), I was trying to explain after I leave this country I will have to close ALL bank accounts and I wont be able to pay the line rental. I havent opened the phone box nor the SIM card. I dont see why I cant get the phone refunded. The store Manager Scott was saying there is no way they can refund it as the refund policy has changed for two or three months even though I was trying to explain that I was not been told by the sales person about the refund policy. I was under the impression of 14 days refund policy as I was with Vodafone all the time. Now that Id really want to get this refund sorted rather than take the phone and let Vodfone pay ALL the bill!!!! I really think Vodafone has the worst service ever and if I were going to stay in this country I would never ever take Vodafone again!!

What Can i do? I dont really feel right to jsust take the pone away and left ALL bills.