Vodafone time scale to sort things.....

Silk

mamabuddah wrote: »

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

It was duplicated by error as they told you the first order wasn't available etc.
How they track it makes no difference to you providing you quote any ref numbers they gave.
What's important is that you give notice within 14 days that you need to cancel and they will have to refund payment within 30 days of notice under DSR's

mije1983

Use the contact details supplied in many of the reps posts. Will be a more proactive way of contacting them rather than sitting back and waiting for them to get in touch with you.

Would also mean you don't have to have a thread saying 'look at my thread'

Vodafone

Hi mamabuddah,

Thanks for making me aware of this.

If you still need help with things, please reply to the last email you received from us and quote the code WRT135 - MSE in the subject line.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Vodafone

Hi mamabuddah,

I've replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mamabuddah

leave Vodafone they are absolute liars...I have proof....

mamabuddah

Apologies forum members...duplicate post:beer:

mamabuddah

Where is the best Vodafone address to send a written complaint to as every Vodafone employee I've spoken to so far has either lied, and/or been completely useless.

Synopsis:

Ordered PAYG phone 20th August
queried order with Vodafone
order does not exist (Indian call centre)
order does not exist (South African call centre)
order does not exist (Luke, English call centre)*
* he says orders just disappear sometimes for no reason

I've said "I have confirmation email and funds are allocated on my credit card"
order does not exist (Indian call centre)
order does not exist (Indian call centre)
order does not exist (Indian call centre)

then a numpty advises..."re-order"
I say but funds are pre allocated on my CC
order does not exist...so re order

I re order, get new phone (£10 dearer since previous (non) order)

new phone arrives...happy chappie
check cc statements
they did take the amount for the first order, so I call vodafone.

order does not exist (Indian call centre)
order does not exist (web chat)

then on 4th Sept, phone order that didn't exist gets delivered...so...

I call Vodafone to arrange return of the handset that was delivered (as an order that didn't exist), to be told....

that order doesn't exist, we can find no trace of it...

back onto web chat and mails...and guess what...

order does not exist (Indian call centre)
order does not exist (web chat)

The constant status appears to be "the order does not exist" so after delivery of this "non order" I managed to find a delightful Scots lass called Rosie, who bless her after being unable to find the order to do a return (bless her) suggested I return the (non order) phone in a bag she will send to me, and use the actual order no of the 2nd order I had to place but quoting the IMEI no of the non order phone I've recd.


So RM Track & Trace shows me that someone in Nuneaton signed for this phone (still sealed ) over 10 days ago....


but no one in Vodafone has seen fit to contact me, email me, carrier pigeon-ed me or seen fit to refund me my money yet....


so after continually emailing the numpty department I get a response on the 17th Sept....

It seems that due to some reasons, your order wasn't updated in the system however, as J****h confirmed, our orders team now managed to track your order.
Please let us know if you've received a call back from them by now or not.
Many thanks,


Well, no, I didn't get a call from them and now after 3 more emails (each requiring a 48 hr (at least) wait between them requesting copies of my order email, confirmation email and dispatch email, which they still can't appear to find, all they can retrieve so far is a tracking/delivery instruction from DPD.


did I mention my most recent reply from the vodafone numpties (after asking twice for copies of documentaion regarding this "non order) received on 20th of Sept states...


You need to contact DPD now for this matter as we can’t do anything in this case now.
why...?....because they still can't find anything on their systems....or they just routinely lie about everything? call backs, emails, helping people, tracing orders, systems being down ...so can't check...or best of all keep you on the phone for over 40 mins at a time...then disconnect...

So yes...basically everything I was told on web chat, emails, web chat people asking me to hold while they ring me then try to put me through to some dept that either doesn't pick up the call, say it's nothing to do with them, or when I get through they tell me their systems are down...has all been lies and pretty blatant ones at that.

The ONLY person in all of Vodafone who really made an effort to help was that lovely Scots girl called Rosie...:T

but unfortunately after more than 30 days since this all started...I'm still out of pocket and thoroughly cheesed off at being lied to.

RuthnJasper

I had similar problems with my new contract handset. However, despite the email chaos, DPD did deliver the handset as expected (and the emails continued for 10 days or so afterwards!). I was told just to ignore the emails and they did stop.

It seems very shoddy and inept - but I don't think they are liars.

There appears to be some problem with their computer system but, if your 'phone is now en route with DPD I am guessing that you will receive it as planned and the emails will stop. It's not the fault of the poor s*ds at the Indian call centre either, they can only see what's on their screens and they must be fairly fed up at all the system-generated nonsense too!

Best wishes.

P.S. Send an email of complaint to the CEO if you wish - a wait of 30 days is a BIT much...:

(Text removed by MSE Forum Team)

Silk

mamabuddah wrote: »

but no one in Vodafone has seen fit to contact me, email me, carrier pigeon-ed me or seen fit to refund me my money yet....

The Vodafone Rep offered you help in your previous thread here.... https://forums.moneysavingexpert.com/discussion/comment/66417970#Comment_66417970


He also replied to you on another thread you had started about it here ..... https://forums.moneysavingexpert.com/discussion/5053127=




Why didn't you take up the offer after asking for it ? and why start yet another thread about the same problem ?

mamabuddah

@silk basically because the problem got worse and I had already been contacted by the overseas numpties....If you like...why don't you encourage the VF contact on here to give me a nudge again....I'll g'tee now...they still won't be able to give answers...do they have access to any systems other than what all the vodafone numpties use?...I'll happily share on this forum EVERY bit of information they can come back with...as regards my statement....I'll happily stand over it...every one said "the order does not exist"...that's even from the numpties on the vodafone eforum...and, on the phone, rather than answer a direct question...they get cut off (really), systems are down (really) or as they have been telling me "the order does not exist"...perhaps you as some sort of public defender of VF might elude to some possible reasons for whats happened....basically...I say order exists...they say it doesn't...someones telling porkies....but I tell you what...seeing as you want to see the MSE rep in action...I'll use your link now...

@RuthnJasper...the problem is even though they took my money....Vodafone denies all existence of my order, they tell me to reorder...then a 2nd phone arrives (the original order that didn't exist even though I could quote numbers etc) some 9 or 10 days AFTER the reordered one...with no documentation...then when I attempt to return it...guess what....no order exists...lol...and as for the logic of some of the home based staff...e.g. Luke..."it doesn't (the original order) exist, these things disappear, there's gremlins, these things happen, an order can be cancelled or disappear...no one knows why... and more to the point...no one can tell you why"....sounds like lies to me and here's another...bet they can't find recordings of the calls or transcripts...liars, simple...the order obviously existed...I got the phone, it wasn't cancelled or had disappeared...they just didn't bother trying to sort it