Advice pls - Vodafone have lost my phone!

emmieloucox

Hi all

I'm keen to hear from anyone that may be able to offer some advice...

I have an iphone 3GS and have had for 18 months. Recently it started to play up, reboot, drop calls etc and as I'm 8 months pregnant my phone needs to be reliable. My husband encourage me to contact Vodafone which I did.

I explained the problem over the phone, they issued a repair pack to my current addr and I sent my phone away. On Friday I received a txt telling me that my phone was being returned Royal Mail Special Delivery within 2 working days.

Today is Wednesday and I have not received the phone so I contacted Vodafone for an update. The phone was delivered on Monday, it was signed for by someone called 'Holmes' according to their records. This is not my surname and to my knowledge not any of my neighbours, however I was at home all day Monday.

I asked them to confirm the address they sent the phone to. They provided the name of the road I moved from 18 months ago. I explained this, and asked the house number thinking I could go round and collect it. But it would appear they didn't send it to a house number, but a road and a post code.

I explained that I used to live in that road but no longer and I have updated my acct details with them. I further explained that a post code would be the same for probably 20 houses if not that entire road. I asked them again to confirm the house number, but they couldn't.

The advisor then told me he would investigate and to expect a call back within a week. I explained this was unacceptable but it was the best he could do.

My husband has hit the roof!! He has encouraged me to phone again and also live chat with them. Same answers in both cases, they dispatched my phone to a post code and not an address, they'll investigate and it will take a week.

I've registered online for Voda tonight to see my personal details, my acct shows my billing address correct but my acct address as the previous one. I had to buy a surestart box 8 months ago and that came to the correct address.

On reflection I've had nothing but trouble with Vodafone, account problems, signal problems (which I then had to pay £50 for a surestart box) and now this! I wish I'd never heard of them now...

Can anyone help me with the following:
- Why will it take them so long to investigate, surely its obvious what has happened?
- Will I be liable for this? They have lost my handset, I cannot afford a replacement so will my contract continue?
- Has anyone had similar experiences or can offer any advice?

Many thanks for your time

Emma

grumbler

emmieloucox wrote: »

- Why will it take them so long to investigate, surely its obvious what has happened?

Because they have a few 'investigators' overwhelmed by hundreds of cases resulting from the failures of their shambolic system.

- Will I be liable for this? They have lost my handset, I cannot afford a replacement so will my contract continue?

It is their fault and their problem. They have to supply you with a replacement, but it will take time and efforts because of the above.

- Has anyone had similar experiences or can offer any advice?

Don't believe in anything they say you over a phone. Get everything confirmed in writing or by a e-mail. Start their complaint procedure if they fail to supply you with a phone in a reasonable time.

Tony5101

Have a look through the forum for the voda rep's details. The web relations team (WRT) that monitor these forums are really good and should be able to help you get sorted.
So long as your account is up to date with your address (which you state it is) then you shouldn't have anything to worry about. The fact that Voda have sent your repaired phone to an old address is entirely their fault.
from what I understand, the WRT work 0800-2000, so you won't hear anything back tonight, but send them an email and hopefully you'll hear something back quickly in the morning.
Please come back and let us know how you get on...good luck for a quick resolution!

Wannie_2

Perhaps the Vodafone company representative will appear.

Vodafone

Hi emmieloucox,

I understand how frustrated you must be feeling and it's certainly very disappointing to read what has happened.

As some of the above posters have mentioned, I will be more than happy to help to get this resolved for you. If you could send me an email to the address here and include WRT135 FAO Heidi in the subject and a link to this thread, I will be able to find out what's happening.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

emmieloucox

Just to update you all. A very nice and helpful lady Heidi from the Vodafone web relations team contacted me and this is now resolved. It seemed there was two address on the system for me and my phone got returned to my old address, well somewhere in that road anyway!! We are still none the wiser as to which house it was, but Vodafone have now blocked the phone so whoever did get it can't use it or benefit too much.

Heidi arranged for a replacement iphone to be delivered to me today and it is all set up and working. I am so relieved, three weeks to go till the baby comes and I am back in the world of communication and I have a phone for the rest of my contract! My faith in Vodafone is well and truly restored :0)