Customer service? What a joke... Admin please respond.

[john876]

So I'm a returning Vodafone customer from Three (Why you might ask).

Well, I pre-ordered the iPhone 6 plus with Three, I was told it would be delivered on 19/09. They phonde me back the same day to say it will be delayed until the first week of July. Not being very happy about that I shopped around and called Vodafone on Monday 15th. They told me if I ordered it would be delivered on 19/09. So I cancelled my Three order (With ease) and ordered the 6 Plus with Vodafone. 

On my online tracking it showed delivery 19/09 until today when it changed to 08/10 - 22/10. Understanbly I wasn't very happy. I didn't receive any phone calls, emails or tx to tell me it would be delayed. In fact I hadn't even received a welcome email.

So I called 'customer service' to cancel. After being cut off once and on hold for over 30 minutes I finally got to speak to someone.

I have been informed that I can't cancel a pre-order of a non-exhistant iPhone. I have to wait for it be delivered, call back the atrocious customer service and then send it back. I informed her that I am just going to refuse the order from the driver. Why should I pay to send it back when I have already informed Vodafone I wish to cancel the order? I asked to speak to a supervisor but was just continuosly fobbed off.

The whole process took over an hour and I still can't cancel the order.

Can someone please explain why I cannot cancel the order of a non-exhistant product?

[JeanPauldeJong]

Yes, but then I need to change my daughter and wife over to an iPhone 6 as well  

I'll negotiate that first, it is good to have the backup....

[JohnThomas]

This is clearly a load of rubbish, what if you needed to change the address because you were moving? I.e you thought you were getting the phone today, but you didn't and you were moving, would they let the phone be delivered to an old address?

Also I think VF figure that once you have the phone you're less likely to cancel and return it.

[JeanPauldeJong]

That is the only reason I can think off as well, all very odd...

[cami-see]

I managed to cancel mines today with relative ease! A hell of a lot easier than the upgrade which when I first got confirmation was a completely made up tarrif! Call up make a new order (I'm told this will cancel the old wrong one) revceive cancelation email but no new order confirmation! Call again on sat told the order hasn't been put through go back over it all again, gets the confirmation email through all is fine until wed I get another cancelation and confirmation. Go on live chat I'm assured my place won't be affected it's just the system "updating" fast forward to Thursday I call up customer service at 16:21 (my boss needed to know by 5pm If I was taking an unpaid day off) I'm assured it will be here. 18:46 receive an email saying there is a delay back on live chat told it will be here today by 6pm. Wake up to an email new date in October call up and go nuts as two of my friends who orderd on Tuesday have there phones today! I'm appalled at vodafone! I canceled my upgrade and will be able to hand my 30 days notice in on Monday i have two other lines from vodafone I will be moving as soon as I can. I wouldn't have minded waiting on the handset it's the lies Iv been told.

[john876]

Update:

After reading some of the other posts on this thread I decided to try and cancel again. I went onto live chat and managed to cancel it with ease. Must be some shift in policy.

Anyway, it is now cancelled and shows as cancelled on the order tracking page. IF anyone has problems on the phone use the online chat, she was a lot more helpful and it was a lot easier to do.

[JeanPauldeJong]

I'll give it another go. Perhaps fourth time lucky...

[cami-see]

How did you get on? What network are you going to go with now? Thanks

[JeanPauldeJong]

Not very lucky. They are still refusing to cancel. They say my order is too far down. So I say great, when am I going to get it then? Vodafone says we don't know, we are waiting for stock and once it is in we'll send it out. So I say that there is time to cancel isn't there and save Vodafone some money from having to sent it out, then return it etc...Vodafone keeps saying no, the order is too far progressed...

This is just unbelievable. I'm trying to save them money, they've already lost me as a client no retention attempt can keep me after this debacle, they cant fulfill the order and still won't cancel.