13-10-2011 11:50 PM
....... 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.
14-10-2011 03:04 PM
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.
**runs off to keep playing with new iPhone 4s**
14-10-2011 04:28 PM
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!?!?
14-10-2011 04:47 PM
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.
17-10-2011 12:49 PM
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?