New Vodafone customers

[Exoduslc87]

Went to collect my purchase today which was in stock and in front of me yet because i "could not prove who i was" i was not allowed to walk away with my purchase, the problem was with the computer system would not verify and the lady said it was to do with data protection that i could not have my purchase, however i brought with me my bank card, and photographic id, not sure why that isnt enough proof, now im left paying a contract for a phone and sim i dont actually own. she said to come back tomorrow and try again but i dont see how that will help and will just be a wasted journey.

i would appreciate some advice from someone who can help

[Supermoose]

Hi Exoduslc87,

I can't be guarantee you on this, however, I would suggest some form of photo ID (passport being the best, or driving license with counterpart) PLUS a credit card statement would do the trick. This then shows the photo evidence of you as well as confirmation of your address in the form of a credit agreement (which is better than a current account - if no credit card, take normal bank statement and maybe a utility bill to be on the safe side).

With that information you should be fine, seeing as there isn't much else you could supply. If you have any problems, speak to the manager, they don't have to fully abide by the rules like shop floor staff are (as they could lose their job if they don't follow them).

Hope all goes well!

Supermoose

-|- If I have been helpful, please click on the Kudos button under my name on the left.. -|-

[Nabs]

Exoduslc87, I would head back in to the store and speak with the manager if i were you, As you mentioned you provided the correct identification there is no reason why the colleague in store should not have given you your new handset.

[Exoduslc87]

thanks for the replys, i asked to see the manager today and was informed that the manager was not in til tomorrow which is no good as i am working, whats the point in opening a store without a manager present anyway? The "senior sales advisor" has emailed headoffice for permission to validate my purchase but would not simply ring head office or whatever to get an instant response, now im stuck waiting for a phone call to see if i can pick my purchase up or not. little bit frustrating!!

[anobeithiol]

U need To complain once you get this sorted. Normally stores e.g CFW/TMobile/O2 do a debit/credit validation via chip and pin. If you had all that ID they should gave let you collect phone...

[Exoduslc87]

vodafone have already taken £99 out of my account, i dont see how i could make it more obvious that my debit card is valid, i even brought the proof that the money had been debited. thought that coming to vodafone would be a better experience than orange, but hey maybe i was wrong lol

[Noetic]

Debit card validation in store is about confirming that you are the person who ordered the phone. But with all that ID and the debit card you used to order, they really should have no problem & I agree with those who said you need to raise a complaint afterwards.

[Exoduslc87]

i will be raising a complaint, the store assistant i spoke to today has emailed head office (god knows why she couldnt bother to phone them) and said they should get back to her in a few hours and that she would ring me when they have, its now been 7hrs and no phone call and the store shuts tomorrow, i think id be happier talking to someone who is interested in helping out at the store, it seems the people on this forum care more about my problem than the actual staff themselves!

I will pop in tomorrow, again, to speak to the manager who i was informed will be there, to see if they can do something helpful for me, lest i keep spending 3 quid to park and go to the store every time i visit them!

I work in retail and know how frustrating it can be, but come on if you dont do everything to help a customer then what good are you at your job?? argh!

Thanks for all the advice i have been getting, unfortunately they still cant be of any help to me oh well lol

[AnnS]

Hi there

I usually support Vodafone, but in your case, you have my sympathy for the way you have been treated by a member of staff at a Vodafone store who is a representative of the Company.

I really hope you get the apology you deserve from the store.

I would email your compaint to Guy Lawrence, you wont have any problem finding his email address from the internet. 

[Dave · Accepted solution]

Hi Exoduslc87,

Apologies for the issues you've been having collecting the handset.

For obvious reasons, we do have to be careful with the security when collecting an order from the store, and if anything does go wrong we do have to err on the side of caution.

We've managed to get in touch with the store in question and they've advised they've contacted you now to let you know how they can sort this for you. I'm glad to see that this will be resolved when you pop back in and hope you enjoy the new handset.

If you have any questions regarding the device, don't forget we're here to provide any technical assistance you might need as well.

Dave

eForum Team

[Exoduslc87]

thanks for the help, i finally recieved a phone call saying i can pick up the handset, will be doing so tomorrow  before work.