Vodafone time scale to sort things.....

mamabuddah

you have to love their systems....

me: ask a question on eforum
wait 48 hrs
vf: reply via this link quote ref rtxyz
wait 48 hrs
me: get phone call from Indian sub continent cs
no use, systems down (why phone me?) post on eforum
wait 48 hrs
vf: please supply details
me: post screen grabs, everything you get when you purchase from online store..order no etc
wait 48 hrs
vf: please reply to last email in thread (Ive been called and emailed so much now)
me: which email? can you resend
wait 48 hrs
vf: xxx has asked me to ask you to reply to last email
me: I asked him to resend link
wait 48 hrs
vf call me ...put me on hold for 15mins...then say they can't connect me to customer services

this has been going on since the 21st August.

Problem? purchased PAYG phone from Vodafone online shop, recd email confirmations and still receiving txt updates.

VF say...no such order
I say, I've screen grabs, confirmation emails and txts still coming giving me updates

I say whats going on?

vf leave me in a maze talking to cs reps from India, south africa etc, online eforum helpers ( I use the term carefully...bit like calling apple store workers geniuses) no one...NO ONE...can answer a simple question....

"here's my order no, here are the emails I recd, where's my phone, why every time I ask this are the systems down? why are you telling me to re order at an additional cost of £10?"

how hard can it be?

why do vf make a simple thing so difficult?

why can't one person take it onboard and find out?

wait 48 hrs for an answer.

Silk

mamabuddah wrote: »

Problem? purchased PAYG phone from Vodafone online shop, recd email confirmations and still receiving txt updates.

VF say...no such order
I say, I've screen grabs, confirmation emails and txts still coming giving me updates

Are you trying to say you ordered a phone and it still hasn't arrived ?
Has payment been taken ?
What do the text updates say ?

mamabuddah

basically, Vodafone have been saying from the 21st of August, the phone I ordered at £90 from the online shop does not exist, even though I've been getting texts confirming "awaiting stock" "will notify further updates" and emails confirming purchase.....

then after calls and contact with web chat, eforum etc...being told the web order doesn't exist, web order number is not a valid number etc...

even after I say my cc company has pre approved funds, I still get told....its not on our system...it doesnt exist, its possibly just be stopped, no one can give you a reason, it just disappears....

so vodafone tell me to order again...so I do...and have to pay an extra £10 for the privilege (phone mysteriously jumped in price from £90 to £100)

miraculously this morning DPD deliver a phone with that web order number...no advance emails from vodafone etc...but surprisingly the one I had to order (and pay £10 more for on their instructions) arrived a week ago and I have already been using it....

so now I notice there's a charge of £90 on my credit card and I have an extra phone...according to vodafone...WHICH I DID NOT ORDER....

be interested to see if Lee from Vodafone on MSE can tell me something ...as no one else in ALL of vodafone contacted so far has been able to tell me anything other than :

web order: WEB-0000000100010171 does not exist
there's no trace of it on our system,
I haven't an order outstanding
"things can just disappear and customers don't get advised"

personally, I love that last one, advice given by someone in a call centre somewhere in England (for a change) a guy who gave his name as Luke told me that.

Pop in your order number and postcode to get the latest info.
Can't find your order number?

It's on the confirmation emails we've sent you - and looks something like this: WEB-0000000000000000. You only need to give us the last 16 digits (don't include 'WEB').
* Required fields Order number* WEB- 0000000100010171

result?

"Order details you've entered are invalid."

Silk

mamabuddah wrote: »

miraculously this morning DPD deliver a phone with that web order number...no advance emails from vodafone etc...but surprisingly the one I had to order (and pay £10 more for on their instructions) arrived a week ago and I have already been using it....

I'm not following this ....if you got a replacement last week why are you chasing the order ?
Or is it because you keep getting updates and want them stopped ?

mamabuddah

basically everyone at vodafone tells me "order does not exist", "not a valid order"..."re order your phone"...which I did....and even though order didn't exist according to them...they now have taken £90 on my credit card...and the order that didn't exist has arrived this morning.

I've been trying to get positive confirmation that order didn't exist for the last 10/11 days, hence asking every vf customer service person I've been in contact with to explain whats happening....they all say...can't trace, doesn't exist...yet I was still getting texts....now phone has arrived...yet still can't trace the order...

superdon

Not really following your posts.....but....

I think you are saying you now have two phones, but have only paid for one? Vodafone think they have only sent you one?

If that's correct, I don't really see the problem, other than you have had hassle sorting it out.

Keep the second phone as a spare, or sell it.

mamabuddah

superdon wrote: »

Not really following your posts.....but....

I think you are saying you now have two phones, but have only paid for one? Vodafone think they have only sent you one?

If that's correct, I don't really see the problem, other than you have had hassle sorting it out.

Keep the second phone as a spare, or sell it.

lol...they kept telling me the original weborder didn't exist and told me to place the order again....I kept querying...still no trace at their end of the order...now order (that didn't exist) arrives, I end up with 2 phones and they have charged my credit card for 2....now the problems start, how do I return an order that doesn't exist on their ystems and how do I get my money back...

mobilejunkie

Contact the Web Relations Team on here (see the Vodafone complaints thread). Otherwise you'll be on here in six month's time with escalating problems.

Silk

mamabuddah wrote: »

how do I return an order that doesn't exist on their ystems and how do I get my money back...

You have 14 days to tell them you wish to cancel the duplicate order and they have 30 days in which to return the payment.
email them and ask how they wish to have it returned.

mamabuddah

Silk wrote: »

You have 14 days to tell them you wish to cancel the duplicate order and they have 30 days in which to return the payment.
email them and ask how they wish to have it returned.

and now here's the rub....they have been telling me the order doesn't exist ( it wasn't a duplicate...it was a different order)....lol...so how does that work

mamabuddah

Please have a look at my thread...ANY help at all would be good

https://forums.moneysavingexpert.com/discussion/comment/66417945#Comment_66417945

here's my thread on the vodafone eforum
http://forum.vodafone.co.uk/t5/Online-Services/Vodafone-online-store-my-experience-groan/td-p/2229115