Frustrated Vodafone customer

RosePearl

After the last week's experience of Vodafone, I am almost incandescent with anger.

Two weeks ago my contract came to an end. I was in two minds whether to renew my contract and to cut a long story short a faulty phone and a change in circumstances prompted me to decide to renew. So far, so good. Chose my phone and phoned Vodafone on 12th Dec. A very enthusiastic advisor (Dominic) took my order. He informed me that any order placed before 7 pm could be guaranteed for delivery the next day. Impressive, but unfortunately I was not going to be around the next day. so I selected Saturday delivery option (at an extra £10). So Saturday 15th December I waited at home in eager anticipation for the delivery of my new phone. Late in the afternoon it became apparent that it was not going to appear. A web chat with a member of the online team ensued, where profuse apologies where offered and a new delivery date of Monday 17th. December was given. Monday 17th. came and went ~ no phone. Tuesday lunchtime I instigate another web chat with another advisor (Smit), this one tells me delivery has been transferred to Saturday 22nd Dec. because the phone is out of stock. When I explain that this is not acceptable as I am going away for 2 weeks from Saturday, I add that I want the phone before going away and that I want to cancel the order. I am told that I can't. I then have the same conversation with his manager Dharmesh. I am transferred to the returns team. Repeat the same information and get the same response. two further transfers, one to Becky and then Erica with the same negative response. I am told that the order cannot be cancelled because it has gone to the warehouse, although I I've already been told by Smit that there's no stock in said warehouse. Erica suggests I go to my local Vodafone store and take out a second line and when the phone (that they can't cancel the order for) turns up I return it and they'll refund me the line rental. Based on Vodafone's performance to date, I decline to follow her advice and I end the call before my frustration gets the better of me and I start to vent my spleen in a more colourful fashion. Perhaps Vodafone have a score sheet on the office wall. Another customer fobbed off. RESULT!!! Where to now; Ofcom, Watchdog? Well I shall certainly tell 3,000 plus people my disgust at Vodafone.

dealer_wins

These things happen with all big companies (and small ones LOL). Dont stress too much, it will take years off your life otherwise!!

Vodafone

Hi RosePearl,

It's a shame to hear about your experience here.

To enable me to help you further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches us could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK