Vodafone return woes...

such_a_dommy

Hi,

I have been a Vodafone pay monthly customer since 2002 but after this current experience really will not be staying.

After finally agreeing to a new deal and having to contact them numerous times to have discounts applied and issues resolved I decided to return a handset on the 22nd January. I was outside the regular 30 day period BUT due to an extended policy over christmas was able to start the return.

After waiting for well over 3 weeks and even more calls and complaints. I am now waiting over a week just for a label to be generated and emailed as well as a deadlock letter.

I cannot understand why this is such a complex process; customer asks for a return, can they return Yes/No and send a bag, send it tracked or signed for and wait for the return bag.

From what i can see no bag has been sent out and as its manual there are no records of why.

Spoke to a complaints advisor yesterday and he was quite abrupt in telling me he isn't the CEO and cannot do anything about their returns process.

In short I am stuck paying for a handset i do not want, more than a sim only deal and i cannot move providers if i want to keep my number as i cannot generate a pac without the handset being returned. Instore returns are only allowed at the discretion of the store manager and the nearest is around a 2 hour round trip.

mobilejunkie

They have a 30 day return period? Must be unique and extremely generous.

such_a_dommy

Our 30-day returns policy

This gives you 30 days to change your mind, whatever the reason.
If you cancel within 30 days from when you received the Equipment, you won’t need to see out your minimum term or pay an early-termination charge. Other charges may apply for use of the Services until you cancel your order.

Extended returns policy for Christmas 2017:

Customers who purchase between 1st November 2017 and 24th December 2017 will be able to return their product until 25th January 2018, including orders containing any mobile devices, including phones and tablets or accessories (excludes Vodafone Broadband). You will need to return the product to us, in its original packaging, unopened (with the seal intact), undamaged and complete with all of its original accessories. Any free or discounted promotional products received must also be included.

Taken from vodafone t&cs. I theory its great... when it works....

d123

such_a_dommy wrote: »

Hi,

I have been a Vodafone pay monthly customer since 2002 but after this current experience really will not be staying.

After finally agreeing to a new deal and having to contact them numerous times to have discounts applied and issues resolved I decided to return a handset on the 22nd January. I was outside the regular 30 day period BUT due to an extended policy over christmas was able to start the return.

After waiting for well over 3 weeks and even more calls and complaints. I am now waiting over a week just for a label to be generated and emailed as well as a deadlock letter.

I cannot understand why this is such a complex process; customer asks for a return, can they return Yes/No and send a bag, send it tracked or signed for and wait for the return bag.

From what i can see no bag has been sent out and as its manual there are no records of why.

Spoke to a complaints advisor yesterday and he was quite abrupt in telling me he isn't the CEO and cannot do anything about their returns process.

In short I am stuck paying for a handset i do not want, more than a sim only deal and i cannot move providers if i want to keep my number as i cannot generate a pac without the handset being returned. Instore returns are only allowed at the discretion of the store manager and the nearest is around a 2 hour round trip.

Is there any (valid) reason why you can’t follow the process detailed (many many times) in the Vodafone complaints thread?

such_a_dommy

WRT135 [#18087516] Sorry d123 I did not see the Vodafone post above. Not sure if that is a (valid) reason for not posting this first. But after reading again is the wording such that I should post inside that thread and not post in the forum?

d123

such_a_dommy wrote: »

WRT135 [#18087516] Sorry d123 I did not see the Vodafone post above. Not sure if that is a (valid) reason for not posting this first. But after reading again is the wording such that I should post inside that thread and not post in the forum?

You’d have been better posting there, though the reps should see your thread as it’s got Vodafone in the title.

Vodafone

Hi such a dommy,

I've replied to you here.

Kind regards,

Lee

Vodafone Social Media