New Vodafone customers

[rothmann]

I joined Vodafone last week with a 2-year contract. A few days after receiving my handset (a Samsung Galaxy S2) I noticed a fault and called the Returns Team, who arranged for someone to pick up the old phone and deliver the new one today. The guy I spoke to in the Returns Team told me that the same person would deliver the new handset and collect the old one.

This morning I received a text message from the delivery company, offering me the option of an alternative delivery date by texting back an appropriate number. I did that, and they confirmed by text message that the delivery date had been moved to Friday. To make sure, I also called the Returns Team again, who confirmed this, and once again assured me that the old handset would be collected on Friday by the same person who would deliver the new one.

Early this afternoon, a courier showed up and delivered the new handset. He didn't know anything about a collection and didn't want the old phone. Soon after that I left. Shortly after 6 pm a different person showed up, asking for my old phone. I wasn't home, and my wife didn't know where my phone was. The guy was very aggressive with my wife, as if he didn't believe her, then he left.

This kind of service is unaccaptable. I never had so many problems with Orange in 8 years as I've had with Vodafone in less than two weeks. I will be making a formal complaint to Vodafone - however, for the moment, I would like to know how I can return my old handset. I will call the Returns Team again tomorrow but, from past experience, I am not optimistic that they will know what's going on.

[bertyb]

It sounds to me, as if the courier has "maybe" made a mistake and not realised they were dropping off a handset and collecting another one.

I can understand you being upset at the courier as this is who Vodafone picks, but if I put myself in his position he is probably worried that as he had made a mistake he might get into trouble.

I would speak to Vodafone's Returns department, ask them to speak to the courier and if not arrange a collection of your handset at another time.

What other issues have you had, as you mentioned you had never had so much trouble

[Simon]

Hi rothmann

Thanks for your post. I can appreciate your concern here and I'm sure it wasn't the intention to deliver and collect your handsets at different times. When our returns team book a collection and delivery this is with the intention that the whole exchange process will take place in one transaction.

In regards to arranging the collection again you would need to speak to our returns team directly. However if you do continue to encounter further difficulties please let us know.

Thanks

Simon

[rothmann]

Hi Simon,

Yesterday I spoke to someone in customer service, who told me that the courier would come between 8am and 6pm today (Friday) and collect the handset. She said that if I wasn't home the courier would leave a pre-paid envelope which I could use to mail back the handset. She also said that I would have 10 days to return the handset from the day I received the envelope; after that I would be charged for it.

Today nobody showed up. I spoke to someone else in customer service and was told that the warehouse people had no record of anyone coming to pick up the handset today. He says he asked them to send someone either today or tomorrow. He also said that, if I preferred, I could return the handset at any Vodafone store. However, everyone I talk to tells me a different story, and I don't know if returning the phone to a store is the proper procedure. If nobody shows up and I don't receive the envelope  by the end of this week, I will send a letter by special delivery to the complaints department, explaining the facts, and that I do not expect to be charged for this additional phone which I did not want.

Regards,

Marco

[rothmann]

---

bertyb wrote:

It sounds to me, as if the courier has "maybe" made a mistake and not realised they were dropping off a handset and collecting another one.

I can understand you being upset at the courier as this is who Vodafone picks, but if I put myself in his position he is probably worried that as he had made a mistake he might get into trouble.

I would speak to Vodafone's Returns department, ask them to speak to the courier and if not arrange a collection of your handset at another time.

What other issues have you had, as you mentioned you had never had so much trouble

---

Yesterday I called and asked to be transferred to the returns team three times, and each time I kept being transferred to some other department. Finally someone said that, even though she was not with returns, she could help me schedule a collection for today, between 8am and 6pm. Today nobody came, and when I called no one knew anything about a collection.

What other issues have I had? Among other things:

1. I was sent a faulty handset, rattling around in a Vodafone box, instead of an original Samsung box.

2. I have lost hours calling and chatting with customer service trying to resolve the issue (including time spent waiting), but to no avail.

3. Today I took a day off from work, since I had been told the courier was going to come and collect the handset between 8am and 6pm - all for nothing.

4. The most frustrating thing is that everyone I speak to tells me a different story. Yesterday a customer service representative told me it was too late for me to return the handset, since I had already had it for more than 7 days (never mind the fact that I had asked to have it replaced over a week earlier, and I had already received the new one). Then someone else told me it was probably the courier's error, and a different courier would pick it up today. Today someone else said he thought I could just return my handset at any store. It seems that no one knows what's going on and everybody is just guessing. This is unacceptable for any customer service.

[Dave]

Hi Rothmann,

Whilst it's the returns team who handle the actual returns, I'm going to pop you a private message so we can get your details, access your account and see exactly what is happening here for you. If we can get things pushed through as well then we'll be happy to help.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Dave

[rothmann]

Dave: I didn't receive a private message from you (my private messages are enabled).

Can someone from Vodafone confirm that it's OK for me to return the handset to a Vodafone store?

[rothmann]

Today I spoke to someone in the returns team, who said I should not return the handset to a store, since the person there may be inexperienced and not know what to do with it. He said someone will contact me over the next 48 hours to arrange a new collection.

[Dave]

Hi rothmann,

Apologies for that - I'm unsure why the PM did not send.

I've re-sent it now, so if this isn't sorted for you as arranged - which I'm glad to hear you've managed to do -  then drop us a line and we'll pick it up from there for you.

Dave

[rothmann]

A courier showed up last night and collected the handset (no one had told me he was coming and it was pure luck that I happened to be home when he arrived).

[davidbern11]

im having a nightmare myself trying to return a phone. Was told a courier would arrive today....no luck! cant even get track details or consignment information so i can phone dpd courier and find out when the courier is meant to be at mine! this would also allow me to get dpd text message (free service they offer) to inform me when they will arrive for collection.

and ALL this is after 3 previous attempts at trying to return the handset (every previous attempt i was told a pre-paid bag would arrive, instead a courier would arrive unannounced! ....not handing it over to them if its not been agreed by me and vodafone!).

This 4th time has been agreed by me and vodafone as courier! so i guess i will have to wait another day and see what happens.

[Dave]

Hi davidbern11,

I'll pop you a PM so that, if this hasn't been resolved since you posted, we can step in and find out what's happening for you.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Dave