Vodafone Insurance Nightmare!!

dom1983

Can anyone help???

Long story but bare with me. So I unfortunately lost my phone at some point on Saturday, extremely frustrated but thought hey! not the end of the world, I've been paying £15 a month for insurance for the past year so at least Im covered!

Called the insurance guys and the claim went through no probs, brilliant I thought! Assured me a new handset would arrive on Monday at some point so I took the day off to wait for it. Funny old thing it didnt arrive, thanks Vodafone!! So anyway, rang back up and they apologised, assuring me it would come early on Tuesday, yet again, took the morning off with no delivery to be seen!!!

It actually turns out there are none of my model(Iphone 6+ 64GB) in stock! Awesome Vodafone, I mean who would keep stock of a product you are insuring against loss or damage?! I mean who would be that ##~##????

Anyway, finally got the customer service people to agree that I could get a replacement from a local stores stock, sensible option I thought! Took myself down to the local store(Hereford Vodafone). Explained there was a note on my account to say I could get a replacement from there, all seemed in order until they came out of the back and informed they too had no stock either!!!!! I asked if I could ring the customer services line to get this sorted, horrible young girl there called Izzy informed me they had no way of letting me ring the number, despite her literally just putting down a landline phone in front of me, apparently she would get in trouble if Vodafone are called from that......WEIRD!

Anyway she had an excellent suggestion, If I wanted to speak to Vodafone customer services, maybe I should buy a cheap PAYG handset with credit and use that?? She was actually serious aswell!!! At this point I asked for the manager, polite guy called Paul. He seemed slightly embarrassed when I told him what was happening and kindly gave me his own phone to make the call which was much appreciated....Izzy, thats probably why you work for him and not vice versa!

Paul was very helpful, even as I got ejected from approx 5 calls that failed, transferred with no warning directly back to the start of the insurance department as if I had never explained any of the various dramas. He suggested to the customer services that they let him give me an alternative handset that they did have in stock(Id have accepted a downgrade at this point) this apparently is not doable. Lord knows why as he wanted to give me a normal 6S that is actually worth less than my current handset!! Anyway after an extremely frustrating 3 hours I left the store with no handset.......the one I have paid over a years worth of premiums to insure against losing remember and absolutely no idea when I may or may not get a replacement!!!

To top it all off its also moving house week with a fair amount of furniture being delivered, should be fun having no contact with the delivery companies etc Smiley Wink CHEERS VODAFONE, especially you IZZY from Vodafone Hereford, customer services specialist you are not!

flashg67

Must be a general stock shortage , not 100% their fault, but odd that they couldn't supply anything, even a downgrade.

You know, you could buy a payg sim & cheap handset to see you on for now.............................

Vodafone

Hi dom1983,

Sorry for the late response.

So we can help you with this, please email us via the Contact us form here.

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Thanks,

Nathan

Social Media Operations

Vodafone UK