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[mattduncan]

Hi Vodafone,

I have been with you for a few years, and generally all is well, however when something needs doing, it is very rarely done in a satisfactory manor.

I ordered a upgrade online, fine, recieved the email saying i would recieve my new Blackberry torch within 24 hours, this was ordered on the 25th Nov, email saying despatched on the 26th (stated i would recieve it on next working day), now my first point is, since when has Saturday not been a working day for you, or a courier service, i actually recieved my new phone on the Monday.

I read the T&C's and was stated that i had 7 days to return the phone upon reciept, if i wasnt happy, so  rang up on the 2nd December and spoke to a lady who said everything would be taken care of, and a courier would pick my phone up on the Monday 6th. I was told various things on this call, one of which being it will be updated on the Monday when we recieve the phone back to the department.

Upon ringing customer services the day after to check how soon the refund would be deposited back into my account as i paid for the phone, she said within 48 hours.

It was now Wednesday 8th and i contacted Voda customer service again to get an update as to where my money was, and also whether my phone has been processed, i was put on hold for 25minutes by a lad that really seemed dis-interested in helping, and said something along the lines of, ill just put you through and you can wait in the queue to dispatch if its that important, i then finally got through to dispatch and they said they hadnt even got a note of my delivery order being shipped back. I was then given a number to call directly, 0844 854 0430, for internet sales or something, and was specifically told to call back between 8-9am in the morning, as no body ever rings at that time.

Its now the 10th, still no money in my account, tried to ring the number, and its not even open at that time, possibly the reason nobody ever rings at that time then!

i just find it beyond a joke that, you have one number 191 to ring, and nobody on that number can deal with a query, they have to put you on hold and then they dont even know what to do or where to put you, its wrong, and if i could, i would seriously consider leaving as it occurs pretty much you ring through

I hope something gets sorted

Thanks

[mattduncan]

Just got through to somebody, after being put on hold once again without being told the person, that didnt really no nothing about anything, and only told me it looks like my phone had been scanned in, didnt say when or anything, and yet again, told me ill have to put you through to somebody else to check if my plan had been sorted, well it should be, it was agreed 8 days ago! however, rather than being put on hold AGAIN, i now have to go to work

[bertyb]

I can see where you are coming from completely ..... in essence my understanding is that things get triggered when the parcel gets scanned out and scanned back in, it looks like you have been passed around a bit which can be frustrating, if you call 191, I would always ask to be put through to the internet sales support guys as it was an online order.

Refunds normally take upto 10 days, usually happen sooner, but depends on weekends etc.

I think the real issue has been time spent on what should be a reasonably straight forward process, I think its fair to expect as a company that they check the items before a refund, but I also think that the whole process should have been explained to you, with maybe one transfer of your call at most, as you have now become unhappy, which could have been avoided.

I hope it gets resolved for you

[bertyb]

I would always hope that you can get things resolved, especially if a Moderator is able to look at your account specific issues, ultimately the complaints procedures etc are all on the web site http://www.vodafone.co.uk/vodafone-uk/about-us/code-of-practice/index.htm but hopefully you won't need them !  Good luck

[BenJ]

Hi mattduncan

I'm really sorry to hear this!

I want to look into this for you and sort this out, to do so, I have had to send an email to your registered email address so I can have a look into your account.

If you could reply back with details we need, I can look into this for you.

Thanks
BenJ
eForum Team