Appalling customer service

[drc79]

I placed an upgrade order on 2nd February and was advised my new phone would be with me in a couple of days.

I noticed the confirmation email had my old address. Phoned Vodafone immediately to correct. I was told that'll be fine - you'll get an updated confirmation in a few minutes  i have since phoned several times as I have still not received a confirmed date in writing and been given a variety of excuses.

I raised a complaint and have had a very unsatisfactory call back. After explaining my issue I got told repeatedly "I fail to understand your concern - your phone will be with you by 16th February". How is this acceptable when the usual timescale is 1-2 days? The original address problem was not my fault - my address was updated on the account some time ago.

I am a very disappointed Vodafone customer of some years and seriously considering cancelling my contract.

[BandOfBrothers]

May I ask which model of phone you have chosen @drc79 ?

If they are advising such a long date away then im thinking the phone maybe on delay. 

Its certainly worth asking customer service on 191 that specific question. 

Then you can make an informed decision to wait, cancel and choose a different model or colour / storage capacity which can be the reason for delay sometimes. Or as you state cancel and move networks. 

[drc79]

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wrote:

May I ask which model of phone you have chosen @drc79 ?

If they are advising such a long date away then im thinking the phone maybe on delay. 

Its certainly worth asking customer service on 191 that specific question. 

Then you can make an informed decision to wait, cancel and choose a different model or colour / storage capacity which can be the reason for delay sometimes. Or as you state cancel and move networks. 

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The phone is the Samsung Galaxy S8. Every call to customer services they say "it's in the warehouse waiting to be picked". I've had a variety of excuses as to why it hasn't been sent out including "because the address was changed that takes another few days" "the CS rep who took the order left it open on the system" "the CS rep entered the desired delivery date of 28th February and to correct this requires a superuser who will be able to correct it in a weeks time!"

[TheSage]

can't they just cancel the order and you can go and pick one up at a vodafone store with an upgrade?

[drc79]

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wrote:

can't they just cancel the order and you can go and pick one up at a vodafone store with an upgrade?

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Apparently processing the cancellation would take almost as long. Besides, if I get so far as cancelling there's no way I'd go back to Vodafone after the way I was spoken to by the complaints department.

[DaneB]

I'm really disappointed to hear of your recent experience whilst upgrading with us @drc79. I can only apologise for any inconvenience this may have caused you. We can check on your delivery status and I've sent you a private message on how you can contact our team directly.