I see they are back in stock now, just hope to get mine ASAP. I've got my 'Thanks for staying with us' leaflet in the post. I'm pretty unimpressed by the lack of contact, and especially V-Store seemingly ignoring my e-mails.
|
I'm in the same boat
they are threatening to take my post off the page on the same subject, i rang on thursday as well as friday. Have a look at my post - does it sound Familiar????? They are selling these phones through their stores out of stock but are not prepared to honour the orders that they have actually received and deliver to the dates that they have advised. Disgraceful service . to date i have received No update calls , No update e-mails and No communication whatsoever prompted by vodafone!
HI
I placed an order over the telephone for an I phone 4 Monday and was told that delivery would be 2 to 4 working days and delivered to my local store. I advised that that was fine as I was going on holiday on the saturday and so would have time to receive. I received e-mails saying that my account had been changed that very night and that the new rate would be applied .
Thursday I called vodafone to find out where they were with the delivery as the following day was 4 working days. I spoke to the person who couldnt find out the situation with when i would receive. the person took my details and called me back that afternoon telling me that she had no idea when i would receive my phone , even though my new rate had been applied.I advised that I would call again tomorrow as that was the 4 days and by then they should at least be able to give me a delivery date Friday called Vodafone again. First person advised that they could see that I had ordered the phone and could see the Higher monthly rate had been applied but couldnt answer when my phone would be delivered . I was passed on to another part of vodafone ( I forget the name but it sounded like an agency acting on behalf of vodafone) who were extremely un helpful. I spoke the advisor who again told me that they didnt know when the phone would arrive . I asked the person if it was possible for them to contact one of my local stores to see if there was stock so that they could exchange . Simple answer - no we cant do that with no offer of what they can do. The problem that i have is that the local stores direct telephone number is not publicised on the web and so you dont get through directly to them yourself.you end up going back to the same group of call centre agents so you never have the ability to find out about in store stock.
I asked could I speak to a manager and was told by the agent that a manager could only tell me the same as what she had. I asked a total of 4 times to speak to a manager each time greated by the same Finally the agent put me on hold and followed up a few moments later with the immortal line of "All of our Managers are in a meeting and cannot take your call" . Again I asked to speak to a manager as I wasnt prepared to be told that no one was available to discuss . this was followed by a long hold where clearly the manager had actually been called and they had gone through the detail and my request.
The manager answered the line in a very deffensive way , and when I explained that detail he agreed that it the service was poor and that indeed he could call the local store to find out stock availability. Again I was put on hold but when I finally got off hold i had been transferred back to the call centre operator who simply said that there was no stock at my local store and that if I cancelled my contract ond ordered through another route of vodafone it would take longer to receive. Again i asked could could i and indication of when i was likely to receive and the answer was i dont know.
From my side its clear that vodafone are takeing orders for product and retaining customers by makeing promises that they know that they cannot deliver. Communication is extremely poor as to take an order but to not be able to estimate or commit to a delivery date is a huge failure in their supply chain communication!
To be able to change the price plan but not deliver the product that is a associated to that price plan is simply Fraud.
My request's are simple:
If you sell a customer a package then when you advise a customer of 2 to 4 working day delivery , then you should deliver within this time frame.
When you take an order you Must have an understanding of the volumes of product inbound and not oversell that committed inbound stock without being able to tell the customer the expected delivery.
When you sell a customer a product you should not change that customers price plan until the phone has been received you should stay in communication with the customer rather than hideing behind call center agents that do not have adequate sytems to be able to identify when the customers product will be delivered honestly.
In retrospect I would should have gone on the highstreet and just bought a phone from any one of the retailers offering almost Identical service plans but with better customer service and stock in store! I have been a vodafone customer for over 10 years and have maintained a contract when I could have changed to other providers even though vodafone were significantly more expensive. this is likley to be my last contract!
