iPhone 4 and 4S

[bullett007]

....... I am aware that I have posted this in another thread but did not want this to be missed by a moderator so created a new thread ......

I was on the phone to VF CS today for 95 minutes (proof attached) and all I was after was confirmation that my order (placed on Friday 7th at 11:57am. 4s, upgrade 12-month contract, 32GB Black) exsisted.

There seems to be no trace of it in Vodafone's systems however I received an order number and also checked that the money was cleared with the credit card company, they are aware of the payment and it was showing in my credit card company's system.

I then tried the live chat thing on the web-site this evening and gave them the order number and they said: -

"no problem it will be with you tomorrow morning between 8am - 9 am" and "all orders placed by Wednesday 6pm will be delivered tomorrow" when I pressed 'Suraj' further and tried to get tracking infomation, they said that they couldn't provide it as "due to the large amout of orders we don't have any tracking numbers", naturally I mentioned that other customers who ordered on Saturday 8th have started to receive tracking information so clearly that is not true. 

After telling me to "trust me my friend" and not to worry because he would "call me personally to confirm delivery" I asked him to confirm the date and time of my order so I knew he could see it on screen, to which he said he didn't have the infomation - after asking me for my order information a second time and my whole PIN number (which I had to say, it's only 2 numbers I will provide you, which would you like?) he replied back to me with "Sorry sir I can't seem to find your order on the system." (Surprise, surprise).

Now, after reading some of the posts here it's very possible that the phone may just turn up tomorrow, but this post is more about the lack of communication between Vodafone and their customers and the most appaling customer service that I have ever expierenced from any company for a long long time, after 95 minutes on the phone to customer services and speaking with the Live Chat team, I'm still no closer to actually knowing if my order to which I have received an e-maied order number actually exsists within Vodafone's internal systems. 

How appaling.

....... rant over ........

[bullett007]

This is a massive thank you to Tom, Jordan and Simon at the Warrington call centre, finally after a week of uncertainty regarding my phantom order you three came through and rised above and beyond the call of duty to secure me an iPhone for collection today in store.

I couldn't have asked to have find anyone better at customer services and the fact is, it's because of you three only that I have renewed with Vodafone. If more people at Vodafone had the customer service skill/experience as you three showed than I feel Vodafone wouldn't be having the problems they are facing today.

Thank you.


**runs off to keep playing with new iPhone 4s**

[cleavin]

please tell me your secret. i pre ordered on Monday 7th, with the hope that a pre-order would mean i would have the phone on the day of release. I have had the same problems as you, with Vodafone struggling to confirm the order. I know my phone is ordered, however have no idea when it will be in the store waiting for me. Oddly enough, neither do the staffin the store.

I've found trying to get to the bottom of this really frustrating having made queries over the phone, via email and in person!. What is the point of pre-ordering when i could have taken my chance down at the store today?

The staff in the store also mentioned that vodafone had been trying to call me - on a defunct land line number. As an existing customer you might have though they would try my....erm.....mobile!?!?

Very frustrated!

[bullett007]

Well, after the whole "we can't find your order on the system" I called them this morning bang on 8am to see if anything had changed over night? But it didn't and my order was still lost in limbo, so I said "well I'd like one reserved for me to go and collect from a store today then please" I was told that couldn't be done but I insisted, firmly without shouting and ranting down the phone I simply said "so you are telling me that an exception can not be made in my circumstances?" and repeated myself again when I was told "it's not something we're allowed to do."

Then I was told "just a moment sir let me check with my manager" two mins on hold and I got told it wasn't a problem and I was asked for my post code so they could locate a store that was close to me. Customer services (Tom) than rang my local store and told them to keep one aside for me and gave me the name of the assistant in the shop to ask for when I attend.

Picked up my phone at about 10am this morning, then when I got back home I called Vodafone again to claim back the £59 cash back offer which they did without hesitation (oh, also my bill for this monthly period has been waivered to apologise for being on hold for 1.5 hours yesterday) then in the same call I mentioned that I was losing 500MB of data with the upgrade and if there was something that could be done considering the problems I had gone through the week with the order and I was given the 3 month unlimited data (that you get anyway) and then topped back up to 1GB for the remainder of my contract.

I couldn't have asked for a better resolution, it took Vodafone a while but they came good in the end.

And to end, this was my iPhone 4S pre-order story.

Thanks again to the customer service advisors Tom, Jordan and Simon. Legends.

[Simon]

Hi bullett007

Thanks for posting about your experiences whilst on the phone both on Thursday eveing and Friday morning.

Although we generally can't secure stock to store services on the day of a major phone launch it's great to see that the guys in Warrington were able to arrange this for you and that you were able to pick up your phone on launch day.

How are you finding the new iPhone? What are your thoughts on Siri?

Simon