Pay monthly services

[clairelm22]

just wanted to share my recent experience with vodafone - will try to keep simple but may be difficult.

I called to cancel my account last week, was offered a good deal so stayed, I wanted the blackberry 9900, the agent recommended the bold 9790 instead, said ok on the understanding I have a 7 day cooling off period, was told it would come monday and I can just use my sim card from my existing phone and away I would be. the phone came on monday, went to put in my old sim card and nothing. ring up faults, they say I need a new sim card so I can get one sent or go to a shop and get one from there, so I agree to get one from the shop the following day, I then call back on monday to say im not satisfied with the phone and would rather have the 9900, the lady says fine just take it to the shop the day after when I get my sim and they can swap. the tuesday I go into store, new sim card sorted but they say I cannot swap my phone, the retail worker rings customer services who say they can send a courier the day after wednesday to my work place to give me a new 9900 and leave a prepaid jiffy bag to return my 9790 and so confirmed I would not need to take the 9790 with me to work to give to the courier. I however receive a text saying I need to take my phone for the courier to pick up so to be on the safe side I package it up and take it with me on the wednesday. wednesday comes and I hear nothing until I get a call from vodafone saying sorry the exchange was unsuccessful as I didn't have the phone with me the courier advised them, I state the courier never even spoke to me and I DID have the 9790 with me so complete lies. I ring customer services back on the wednesday around 4pm when finished work to be told they have spoken to dpd who can come today on the 23rd to swap and the lady gives me my tracking number, she has also informed them I need to have them go to my home address as not at work today. not a problem I get told, I wake up today and notice I have had no text like I did the other two days so check the tracking number on the dpd website, says they will try for delivery on 22nd? I ring vodafone at 8am to be told that due to the different address they couldn't send a courier today and that dpd had sent the 9900 back to the vodafone warehouse and no-one had the decency to advise me of this by call, text or email. I have been a loyal vodafone customer for many years, paid my bills every month without fail and feel I have been treated so poorly and I have never been so disappointed with a communication company and just the lack of honesty. no other choice then to take my custom elsewhere. how many lies and misadvised information can one customer be given???

[James]

Hi clairelm22,

Many thanks for your post here and I’m sorry to hear that you have had issues when trying to get your new handset.

From what you have said in your post it does sound like and issue with the delivery driver and DPD as the details that you were given would have been provided by DPD themselves to the agent that you spoke to.

In regards to the DPD site showing incorrect information, this could have happened for a number of reasons however; without checking the account and speaking with both yourself and DPD we would not be able to say exactly what has happened to cause the confusion.

So that we can do this I have sent you a quick PM with details of how to get in touch with our team directly, please follow the instructions on the PM and one of our team will be able to investigate this for you.

You can find your PM inbox here.

James

[Northern-dj]

Thanks Jame for your input 

This is what i have found going through the customers message 

there are some points that need to be looked at for him or her 

1. why he did not get the phone he wanted in the first place 

( this would never of happend if he did)

2. Why did the customer service adviser send him to a shop to do a seven day exchange when its Vodafone policy that it has to go to were the phone was purchased 

As for the DPD why the echange was not handle by them as they take a exchange bag with them 

and will some one sort the customer out with the phone he wants and should of been sold in the first place

this is a mess and will take some wading through but Vodafone has a duty to get there own house in order before blaming DPD

[kazzawal]

I agree that there are constant lies dished out to persuade people to upgrade- I was intending to cancel and was offered a good deal- I went through it all with a fine tooth comb and was quoted a total for the first bill which would include the price of new phone- surprise surprise, the bill is £20 more than I was told it would be. Just phoned to complain and was told that it is never possible to assess the first bill after upgrade- if that is the case why was I given a figure.

Presumable anything to persuade people to sign up and then there is no need to honour it when people have committed.

[AnnS]

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kazzawal wrote:

I agree that there are constant lies dished out to persuade people to upgrade- I was intending to cancel and was offered a good deal- I went through it all with a fine tooth comb and was quoted a total for the first bill which would include the price of new phone- surprise surprise, the bill is £20 more than I was told it would be. Just phoned to complain and was told that it is never possible to assess the first bill after upgrade- if that is the case why was I given a figure.

Presumable anything to persuade people to sign up and then there is no need to honour it when people have committed.

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When you upgrade or change your tariff, your account is always reset back to 0 and you are billed on a pro rata basis up to the date of your billing cycle and you are only charged a proportion for that period.  As line rental is always in advance, you are also charged one months extra line rental.  On your next bill, you will see credits for line rental paid in advance prior to your upgrade.

Your next bill after upgrading, will be for the normal monthly line rental.

You will find this is quite usual amongst all the mobile networks, if you are able to upgrade as near as you possibly can to your billing date, you avoid being hit by too much of a pro rata but would still pay the one month extra line rental.

The following link from support is very helpful and will give you a good explanation on how your bill is calculated after upgrading.

Questions about Problems with the charges on your bill

[kazzawal]

Thank you for that - I appreciate the reason now, what irritates me is being specifically told 'this is what your bill will be' and then it being incorrect- it is never incorrect in my favour.