Count yourself lucky! I lost my phone and had insurance, however I was entitled to a free upgrade. After being in a queue waiting for someone to discuss my claim for over 30 mins I decided for the sake of time and ease to just upgrade online. I tried in vain several times to upgrade to a iphone 4 12 month contact however every time I went to purchase the contract it changed to a higher monthly fee. I gave up and decided to try and contact them via phone AGAIN! I was met with very helpful service and was told that the website was "temperamental at best" Vodafone cancelled my old phone and sim and I was told that the new upgrade would be with me the next day (Friday) anytime between 8-8 so I took the day off work and waited in for it. It never arrived I called Vodafone and I was told it was "lost" they didn't know where it was but somebody would look into it and call me early sat morning to let me know the time of arrival on Sat. I never received a call. I called vodafone and tried to find out what was going on and the delivery time only to be informed that there were no managers in and my phone was still lost but it was not their fault but DPD's fault and to make a complaint to them. I requested a 4 hr call back from a manager and guess what I never received one! I also contacted DPD who informed me that they held no responsibility for the loss and any issues or complaints were to be directed to vodafone as I was their customer. I called Vodafone AGAIN! This time I managed to speak to a manager who informed me they would now send a replacement out and it would be with me Tuesday - another day off work to wait in for it?! Vodafone also offered £20 off my next bill, which to be honest I found insulting and would not cover the cost of taking a day off work nor the phone bill! So much for looking after their customers and providing good customer service! On contacting DPD on Monday they informed me that my phone was on its way and would be delivered Monday between 3:39pm - 4:39pm I also have in writing from them an email stating that they were given the delivery on Friday and instructed to deliver on Monday! So why was I told to wait in on Friday by Vodafone?
So things were looking up for the delivery? No, no phone was delivered and on contacting Vodafone asking to speak to a manager I got batted around from person to person no one would put me through to their manager without knowing everything first. I informed the last person I spoke to that I didn't want to have to repeat myself and that it was a long issue, all of which should have been logged if they had looked. On asking again to speak with a manager they hung up on me! I was extremely angry at this point and I have never been treated SO BADLY by a company before.
I have decided that after all of this and after not being offered any satisfactory level of customer care or compensation and a catalogue of errors to cancel my account with Vodafone and move to Orange, which is a shame as I have been a Vodafone customer for many years. what a mess vodafone!
