As it currently stands, giving customers a 14-day cooling-off period is a mandatory requirement but Vodafone has voluntarily extended the service to 30-days, meaning customers can now change their mind anytime up to 30 days should they wish to leave the contract for any reason.
In a bid to improve the customer service record, the 30 day cooling off period is applicable to all Vodafone pay-monthly customers including those on Sim only, mobile and fixed broadband contracts. Customers need not have a reason for leaving the contract and refund is paid so long as all the hardware equipment is returned damage free.
Please note, if you purchased a Vodafone product via a 3rd party partner, such as Carphone Warehouse, then the guarantee may not be applicable.
What are the other changes made by Vodafone?
Vodafone is the only major network provider to offer an extended cooling off period for such a huge product range. The 30-day money back guarantee far extends the one offered by BT which is limited to its Sim only plans.
Other changes made by Vodafone include:
- TOBi – Vodafone’s chatbot TOBi can be utilised to purchase a sim only plan and to get guidance on roaming and general account queries.
- Voice-recognition software – allows customers to phone up to get quick access to their Vodafone account
- 247 customer care – is offered via the My Vodafone app, online and through virtual assistant (Alexa and Google assistant)
- More call centre staff – Around 2,000 UK call centre jobs created to reduce customer waiting times.
Comments from Vodafone
Vodafone’s CEO said, “We’ve been listening to what our customers want and over the last year have worked tirelessly to introduce new technology and initiatives to help us deliver better customer service.”
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