Free VR discontinued??!!!!! UPDATED

[Jayo]

Hi, 

I apologise in advance as this is very long-winded as it's been ongoing for a while.

I'm hoping someone from Vodafone can actually help me.

My husband and I upgraded our separate contracts to the S7's via an online chat at the end of April - during the conversation it was mentioned that we would also receive our free VR headsets as this was the offer at the time.

I'd read on here that some people were told that the 'gifts' have to be claimed or are sent after a certain  time period.

We left it around a month and I again went into online chat and was told that the VR's should have been ordered for us at the time of upgrade but weren't.

I was told I could order 2 at our own cost and have the money refunded to our accounts or we could go to store and each pick one up.

I went to store on 20th May and unfortunately they were out of stock.

With proof of my online chat, the guy in store was kind enough to order two on my account (so I could collect both if my husband was unavailable) at no charge.

I was also provided with a tracking number (which has never worked).

I was getting texts every few days from Vodafone saying that the item was still out of stock but they would keep updating. 

My last text was 30th May. 

Since then I've received cold calls from Vodafone asking for personal details before telling me why they were phoning - which I rejected.

My husband and I decided to call back into store on 17th June to see if they could help as it this was where they were ordered.

We were told that I was right not to give personal details on cold calls but after checking the stock status of the VR on her system she said that they were probably calling regarding the VR order as they were showing as discontinued.

I asked her what she could do and she said nothing and gave me a number I needed to call (it turned out it was just customer services).

I got home and phoned CS and after wrestling with the language barrier I was put on hold for some time. After a few minutes the lady I was speaking to obviously had not grasped any of what I had told her and I was advised that if we wanted VR's we should "go on eBay" !!! 

I had to contain my temper and calmly explained that they were gifts with upgrade. She gave the impression she understood but said she would need to speak to a manger and phone me back.

Predictably I have had no contact since.

It has been almost 9 weeks since our upgrade - when they SHOULD have been ordered for us and almost 6 weeks since the order was placed in store for us. Thankfully we didn't pay for them in the hope of reimburment on delivery as Vodafone seem quite happy to just let this go.

I would appreciate any help to get this sorted.

Many thanks

[Jayo]

Hi @natasha,

I sent an email to the address from the private message and got a response straight away.

The ref. number is #16410719.

Thanks

[Tash]

Thanks for updating us @Jayo.

I can see we've responded to your latest email. Should you have any further queries, please let us know and we'll assist you further.

[Jayo]

Hi.

Yes @Natasha.

The jist of the outcome is that I've basically been told that the order should have been placed but wasn't and now theyre unavailable it's tough luck.

That's the end of the matter as far as Vodafone are concerned.

Brilliant.

[Tash]

@Jayo Please reply to our email with any further queries you may have and we'll be happy to help.

[Jayo]

Sorry @Natasha I don't follow.

What email? 

As I said the reply I got from Vodafone was basically that's it's tough.

When I responded with further questions they were ignored and a generic reply was sent.

It appears that Vodafone won't discuss it further and that's the end of the subject. 

I don't see how I am able to fight this any further as it appears I have been stone-walled.

The people in my local Vodafone store seemed to think we would be offered an alternative gift but sadly this has not been forthcoming either.

I did notice on other threads that some people seem to be getting the issue solved but for whatever reason we aren't.

[Jenny]

@Jayo – I'm sorry to hear this hasn't been resolved.

I can see the email sent by Danielle on 4 July (ref: #16410719) - please reply to that email and include a link to this thread and we’ll be able to help further.