14-05-2011 03:27 PM - edited 14-05-2011 03:42 PM
Hi, new to the Forum but looking for advice on where I stand with a recent upgrade.
I have a second line in my account that was due an upgrade. Vodafone offered me a blackberry 9300 last Wednesday (4th May) which would cost £20 and £5 next day delivery. The girl i was speaking to promised it would be delivered by the Friday, however on Thursday I was sent a txt stating due to a warehouse problem the phone would not arrive until the Monday. Decided to take the Monday off work so there would be someone here to sign for the package.As the day went on I realised it wasn't going to be arriving so got in contact with Vodafone again only to be told the Phone had not yet been sent! Yet I hadn't been called or even sent a txt to keep me informed!
After repeated calls to Vodafone due to being cut off (due to more techical reasons apparently) or getting different stories from the customer service staff I decided to leave it another day or two and hopefully it would arrive. Ended up Leaving it until Friday where I was told the phone still had not been sent but *promised* "it would be sent today and I would be contacted by 5pm with a consignment number". Surprise surpise 5pm came and went so I called back and the guy I was speaking to supposedly contacted the warehouse to be told it was being "dispatched as we speak".
After being fobbed off countless times prior to this I decided to call back 30mins later only to be told the phone had not been disapatched as it wasn't even in stock!
I have been on the Vodafone network for the past 12 years and never had any problems. Yet the customer service has gradually deteriorated to a level where I simply cannot be annoyed with the hassle or annoyance they have caused.
Called back today to cancel the phone only to be told I am not allowed? I questioned this and stated I'm well within my right to cancel as the contract has only started and Vodafone have failed to provide me with a phone! At this point the phone mysteriously got cut off again!!!!!
Can somone please provide me with accurate advice on where I stand with this because it is a complete disgrace imo.
Thanks in advance
15-05-2011 11:01 AM
I have just upgraded yesterday. At the end of the call I was told that if I chance my mind I could return the new phone that I have just ordered and also I could cancel the contract within 7 days.
I ordered the nokia E7 as I had been given a fantastic deal, but later on after reading terrible reviews about the handset I decided I did not want that phone and now want a Samsung Galaxy 2. I called them up to tell them this, they said thats fine, The nokia has been despatched, i could even give it a try and if i still didnt want it then to return it with in 7 days and then they can send another phone.
So you are able to cancel your agreed contract and also you are allowed to return the phone. If you are looking to cancel then let the phone arrive and then call them up and arrange a send back. Don't open the sealed box.
BTW .. why didn't you just ask for the phone to be delivered to your place of work?
15-05-2011 11:19 AM
18-05-2011 10:27 AM
I've been with Vodafone for ten years and you're right - the customer service is a shambles that gets worse every year. Endless call waiting times and a lack of English speaking call centre staff make the decision to leave them so much more easier. Can't find a single good reason to stay when T-mobile are cheaper and seem to care!
Remember the good old days when companies rewarded long serving customers???
18-05-2011 02:11 PM
I couldn't agree more the standard of service is very bad, I've just been told that to terminate I would have to pay on early termination of £27 when the end of the 30 day notice period takes me over the end of my contract end date...are they mad !
18-05-2011 02:31 PM - edited 18-05-2011 02:32 PM