Anyone from senior management care to comment?

[Benw18]

So it's that day that many people accross the world look forward to, some call it sad, some call it crazy. As our mobile phones are now somewhat an extension to our body its easy to understand why people get excited about a new product.

I'm not interested in what day, what time i place an order, whether it be at 1 minute after pre-orders begin or 1 week after. What I am interested in is being supplied with correct information when I request it.

Currently there are hundreds of 'rumours' flying around discussing what appears to be the absolute shambles your business is in. As a business owner myself I would be highly concerned with a single person not being satisfied with my products - let alone hundreds, if not thousands. 

To add insult to injury your marketing team then thought it would be an exceptional idea to send a marketing email out this morning declaring Vodafone has the iPhone 7... Do you, really?

So, what are you going to do about it? You've taken your customers money, you have entered them into a legally binding contract and you are now unable to provide accurate information that changes depending on which employee you speak to.

Quite simply you have disgraced a large percentage of what probably were loyal customers, myself being one. As one of the UK's biggest mobile phone networks I would have expected there to have been several planning meetings which would have involved talking stock, deliveries, customer demand and many other key business indicators. If you are really trying to tell me you have 'winged it' and just taken every single order without any idea of stocking levels and customer demand then quite frankly your operation as a business is what many think it is - shambolic. 

Please also dont go down the "Apple didn't manufacture enough handsets" route as you will, without any shadow of a doubt been given a MOQ that they will have fulfilled. 

Please dont ignore this post and for my own sanity (and many others), please dont come back with the reply 'keep checking the tracker for further updates'. 

Unhappy customers don't just disappear becuase nobody is willing to step up to the plate and justify the business decision. Treat your customers with the respect that they deserve and give them some honest genuine answers. 

[rcutler]

Incorrect!!! Some people are getting compensation others are not!

[Retired-LouiseE]

Hello @rcutler

As Vodafone along with other network providers are awaiting new stock of the iPhone 7 from Apple we will not be offering compensation for the delay in delivery.

However, depending on the individual circumstances some customers may be offered compensation for other reasons.

If you wish to discuss compensation you will need to Customer Services on 191.

Louise 

[aquestion]

Hopefully a lot of us will be compensated i.e those who have been lied to or given poor rude service when communicating with Vodafone or gone out of their way due to the lack of help online to check with the store in person due to people reporting when they did they found their parcel was there but no notification was given, as the Stores rarely have a phone line that works or answered!!!!

[Shakini]

Considering the price plans have just jumped, Voda should easily have enough spare change to cater for compensation. 

Besides - most complaints directed at Vodafone are not because of the stock shortages, it is because of the manner in which Voda has dealt with the situation and how customers have been treated. There's a big difference and one which Voda should acknowledge and address. 

[Paul1214]

Louise

Do you believe this to be an adequete answer to the oringal post? How would you feel personally if you recevied such an answer to a well thought out post?

You state clearly no compensation is to be given, I myself have already been promised this. Are you therefore saying I have been lied to? 

EE have delivery, 3 have stock therefore it isn't the same situation acorss the board. I would also like to point out the communications have been awful compared to other providers. 

A clear response would be appreciated and expected? 

[deejayskate]

I for one, have been promised compensation. I have also got a record of this from the chat so regardless of it is incorrect, I dont think there is a leg to stand on.

[kids]

---

@Paul1214 wrote:

You state clearly no compensation is to be given, I myself have already been promised this.

---

That is not infact what Louise said.

If you read the post again you will find that what was said was

"However, depending on the individual circumstances some customers may be offered compensation for other reasons."

[aquestion]

Well, plenty of customers should have the right to redress due to the misleading information/advice it appears from evidence shared on here that they have been given by Vodaone or its staff. 

[Benw18]

The point is Vodafone have no response to my opening post.

An apology seems beyond the realms of realistic, and all the customer service team is capable of doing is copying and pasting the same comments from one post to another... and of course lying to consumers. 

I am am totally uninterested in compensation (personally), what I am interested in is the godforsaken mess that Vodafone have created. The company is being slated everywhere you look. Facebook (some hilarious stories on there- with the usual copy and paste reply), Twitter and this forum. I would be hugely interested to see the amount of complaints Vodafone are currently receiving and the potential lose of revenue they are encountering.

The mismanagement of this whole situation is escalating beyond their wildest dreams and I truely believe they are not capable of effectively managing the fallout this has caused, this then creates the lies customers are told and expectations are totally and inappropriately misguided. 

Apple will have communicated with Vodafone and other networks by now advising of current product delays, availability and future deliveries. This isn't 'my thinking' this is fact... Vodafone are totally incapable of managing what is currently developing around them and their attempt to ignore customers is clearly failing. 

I really do think it's about time someone senior within the business produced an official announcement, and more importantly an apology, to us, the customers. At the end of the day our lives will continue and our current phones (hopefully) will continue to work. The sheer audacity and ignorance that Vodafone continue to exhibit is quite frankly disgusting, they have gone beyond disgraceful and are now opening themselves up for a big fall.

The next 24 months (assuming I don't decide to cancel my contract) has a potential revenue of £1632 for Vodafone, now lets say a further 10 people cancel their contracts - £16'320 loss in revenue. Now let's look at a realistic national figure of 2500 customers cancel their contracts - £4m loss in revenue over 24 months... Suddenly my small figure of (in the grand scheme of things) £1632 turns into a huge amount of revenue for any business... if I can sit and work these figures out I would be slightly concerned if Vodafone can't. 

Would it it really hurt Vodafone to make an apology and stop passing the blame, of course not. All it would do is put a dent in their pride (how they actually have any pride left as a business confuses me somewhat after this fiasco). 

A case for trading standards, OFCOM (who are already crawling all over Vodafone due to their poor complaints procedure) and the financial ombudsman is looming ever closer. It is Vodafone's responsibility to act within strict guidelines for dealing with customer complaints - which currently  they are not adhering to.

My oh my Vodafone, what a true mess you are creating... 

[aquestion]

A fine of ten percent of turnover would hurt and that would not include lost existing trade, lost potential trade due to bad publicity and compensation people are entitled to if they show evidence as described on this forum and elsewhere.

The compensation along with senior management saying sorry does matter as saying sorry is not the only punishment the law prescribes in cases where people have been misled, financially lost out and misguided during a sale.