Vodafone - Returns Nightmare

leespot

Just a place to vent to be honest, and to warn others that might be in a similar situation!

24.12.14 - Order placed
30.12.14 - Order received
07.01.15 - Checked online via chat how to return the handset. Was told ring 191 and they would do it. (55 minutes)
08.01.15 - Order return arranged via telephone, promised a bag was being sent out (1hr 17mins)
10.01.15 - called into a Vodafone store in Chester to check status of the return
10.01.15 - Chester staff claimed to be new, and couldn't help me as systems were being upgraded. They refused to accept the return manually in store (I had phone, sim and all required paperwork)
12.01.15 - Called again (191 as told to in chat) (over 1hr). I was sent a text confirming the return had been arranged and that I would be called back by a manager - that didn't happen. I was told to wait a week for return to be actioned.
19.01.15 - Online chat again to chase up the return status, was told out of returns period, I told them to check the record of calls before giving out information, they did and promised the return was on its way via manual methods and DPD would be in touch. Refused to give me a reference. (53 minutes)
20.01.15 - Emailed CEO office via online form
20.01.15 - Posted on eForum to complain
21.01.15 - Call from someone at CEO customer services office promising return was scheduled but when I asked for reference they said they'd call me back with it in 10 minutes - they didn't.
22.01.15 - PM asking for information, which I gave.
25.01.15 - PM / Post reply from Rodney asking for MORE information
26.01.15 - Online chat to chase up, was told they can't deal with me and will transfer me to online returns. Online returns phoned me, spent 18 minutes telling me they were busy and their manager would call me back. Couldn't say when or how long the wait was for calling back. They then confirmed that every return arranged after 08.01.15 had been CANCELLED - which they said the system did automatically. She wouldn't confirm this in writing via text or email and told me she would release the call if I didn't give her a number for her team leader to contact me on.

And so it goes on!

AJXX

If you don't mind me asking what was the reason for a return, genuine problem or just changed your mind?

leespot

No problem really I thought I'd take the chance to get one fairly cheap and when I got it I realised I just don't need it- never even used it. I did tell the guy online I was returning as changed my mind and he said I could return it even if I'd been using it for the 14 days! I've got an S4 that does pretty much what I need, and there isn't the massive difference between the S4 & S5 that there was when I moved from S2 to S4

Vodafone

Hi leespot,

I'll chase this up and update you as soon as possible.

Kind regards,

Lee

Social Media Comms

Vodafone UK

leespot

Lee,
Do you need anything from me in order to chase it up - there aren't any personal details in my post?

Thanks,
Lee

Vodafone

Hi Lee,

As you mentioned that you'd posted on our eForum, I was able to find your email.

I've checked things this morning and can see that one of my colleagues has now got back to you.

Kind regards,

Lee

Social Media Comms

Vodafone UK

leespot

Nothing has been done at all. All I keep getting told is someone is dealing with it.

Vodafone

Hi Lee,

I'll follow this up again and get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

leespot

Hi,

The phone has been collected - maybe you could confirm the tracking number for me and find out when my refund will be sorted?

Thanks,
Lee

Vodafone

Thanks for the update Lee.

I'll check the return and update you as soon as possible.

Kind regards,

Lee

Social Media Comms

Vodafone UK

geerex

Vodafone are a nightmare. They "forgot" to apply a data test drive to my account and left me out of pocket, albeit temporarily. I've tried to complain via their web form three times that the refund they've calculated is incorrect but I keep being told they are "unable to verify" me despite providing them with the correct details. They kindly refer me to their live web chat which is either "unavailable" or has a queue of over 40 minutes.
Never again, no matter what they offer me it just isn't worth the hassle.