16-03-2017 06:00 PM
I ordered a pay monthly SIM bundle a few days ago online. Having had the initial acknowledgement email I have heard nothing more.
I am unable to check the order online as the details are not recognised.
I have spoken twice with chat help, first time they assured me I would hear within 48 hours of order being placed (nope, not true), the second time I was fobbed off with the telephone number for customer services.
Person in customer services told me they couldn't check order as there was a systems upgrade going on, but they would call me after their break regardless to give me an update. Surprise, surprise, no call back.
Seeing as I have exhausted the normal contact options to get information on the delay, can anyone help me with a contact number or email for someone at Vodafone who can actually access the system and tell me what is going on?
16-03-2017 06:10 PM - edited 16-03-2017 06:34 PM
Providing the credit check is approved, you will receive an updated email when the order has been despatched. If it's been a few days since you placed the order online, you should be hearing fairly soon.
It may be worth checking your spam folder, sometimes emails end up in the wrong place.
There is further information for you on the link below.
Until the order has been despatched, the order number will not work. As soon as you receive the despatch email, you should be given a tracking code.
16-03-2017 06:29 PM
Thanks for your response.
I have been keeping an eye on the spam box, nothing there.
The links aren't massively helpful since the order number I have is not recognised by the tracking system.
I am not sure whether the order number is faulty in some way or whether it doesn't go "live" until the credit check is complete.
Given that credit checks are usually done within minutes instore, 3 full working days is ample time for this to be processed.
17-03-2017 12:53 PM
17-03-2017 01:46 PM
Welcome to Vodafone support. It wont get any better. Get ready to face issues throughout your time with them and then extremely difficulties in leaving - just as I have and am currently experiencing.
19-03-2017 04:15 PM
The unhelpfulness of customer services continues.
Someone called Binil just called me although I couldn't get to the phone in time. When I tried to call back I was put on hold for ages then cut off as I was transferred.
The phone is now beside me, perhaps Binil will be good enough to call again so we can resolve this issue quickly.
19-03-2017 04:32 PM
19-03-2017 07:18 PM
I have called twice and spoken to four people. There is no possibility of being put through to Binil.
I am now being told that my order hasn't been processed at all, probably because the system glitched when I ordered online.
Apparently there is no way of kickstarting the original order if it has gone wrong. I have to order again, but the deal I wanted has expired. The sales team did offer to speak to the manager to "try to match the deal" but then tried to sell me something more expensive. No attempt at "sorry, we'll fix this straightaway".
They also allegedly can't cancel the original order; I have to go through the order process again and that will remove any duplicate. All sounds very hit and miss to me, and very like your sales team just wanted commission on a new order and not to help put right an error on your system.
In the circumstances, please let me have an email confirmation that the original order is defunct and I'll take my PAC code and go elsewhere. I can't put up with this nonsense any more.
20-03-2017 10:38 AM
20-03-2017 12:14 PM
Yes I did respond. And spent ages on the phone yesterday trying to contact the customer services rep who left a message for me.
And I have just had a call from Seraj who still hadn't sorted the situation. She wanted to put me on hold while she talked to sales about trying to get me a contract on the same terms and price that I ordered. I would have accepted this approach the first or second time I called last week. But 5 days after I first asked for assistance, after emailing/talking to numerous people to explain my situation, customer service calls me but still hasn't actually fixed the issue? The correct way to deal with this is to have spoken with them in advance to sort it all out so I could be transferred with a proper reference number to set up the contract I ordered. Not be put on hold (and probably cut off) again before being passed around various people, and clearly no guarantee that Vodafone would honour the deal I was trying to sign up to.
Like I said here before, and to Seraj, your service is atrocious across the whole company. No communication, no owning up to problems. I just want confirmation in writing that the original order is defunct, then I'll get my pac code and go elsewhere.
20-03-2017 12:18 PM
21-03-2017 12:12 AM
@Sukhi, I have now received an email which says:
"As discussed over the call can confirm that the new connection order you placed is not confirmed and hence Direct Debit will be taken."
Not sure if this is a typing error, or whether you really are stating that despite the order not being confirmed you intend to try to take my money anyway.
Please can you clarify urgently. Ref is #15594162
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