Bad customer service and No After Sales Care

[TheVoxShip]

Few days ago I made an insurance claim as I lost my phone. The new phone arrived surpringly quick approximately 2.5 hours after the claim and it was delivered by Vodafone Rapid for business.

When I opened my parcel I was disgusted and disappointed at first to see it is 'nearly new' and the handset was not in the original Samsung Galaxy S7 Edge box but with a small Vodafone repackaging box. And I was told a new handset would arrive in about 1 or 2 hours and that was amazing quick service. The one who spoke to me on the phone should had explained clearly to me that it was a 'used phone' and not a new phone in the original box. As I was expected a brand new phone in a original box. And I feel this outrages! Moreover Vodafone had delivered a Pay As You Go SIM card to me which I cannot use on pay monthly phone and I ended up pop into Vodafone Shop to ask for a new replacement SIM card which I have to wait nearly 50 minutes for the queue and was very very frustrated and waste of my time as I need to go to work. And what is the whole point of Vodafone Rapid delivery? At the end I still need to waste nearly an hour of my valuable time to get a functional SIM card from the shop. How come Vodafone can make such a silly mistake by sending the wrong SIM card to customer but not sending a BRAND NEW PHONE IN ORIGINAL BOX!!

I need to take this opportunity to mention another complaint about when I upgraded my contract around November 2016, I did order a Samsung Gear VR Headset with the contract package come in half price(about £40.00 if not mistaken) which as Christmas gift for my own. The salesperson said the order will be delivered definitely before Christmas time but now already Spring time and I still have not get a respond from Vodafone, at least give customer an After Sales Care.

I am still waiting for the delivery of Samsung Gear VR Headset!!!

I hope Vodafone will take these complaints on board and improve in customer service especially After Sales Care.

[BandOfBrothers]

Hi

I do sympathise with the situation in regards to the phone. It's stressful enough when a phone fails as we all seem to have our lifes on these things. 

Many insurance companies only offer a refurb handset which is either a phone returned within the cooling off period or sometimes it's a phone with a new housing around it and is fully tested. When a person takes out insurance it's important to check T&C and what the small print says. 

All posts here are read by a Vodafone Team on the forum and respond to help where they can. 

Have customer services clarified if the Vr Headset is out of stock ?

[TheVoxShip]

I called customer service twice they said the VR headset will be available soon and definately i will get the order before Christmas. But still have not heard from them, at least  they should follow up and get back to me. Poor customer service and No After Sales Care at all!!

[Jenny]

@TheVoxShip - I’m sorry to hear what’s happened.

I’ve sent you a private message with instructions on how to get in touch, so we can look into this further.