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

[Tash]

@Jayo So we can take a closer look into this, I've sent you a private message with details to contact our team directly.

We'll be in touch as soon as possible once we receive your details to assist you further.

[Jayo]

Hi Natasha,

Thank you for your reply. 

I've sent the form through.

[Tash]

Thanks for getting back to me @Jayo.

Please confirm the reference number you received in the automated email response (similar to #12345678) and we'll be happy to check on the progress of your email for you.

[Jayo]

Sorry @natasha. What reference number?

[Jayo]

@Natasha I have filled the form in a third time with a different email just to make sure but I'm still not getting any acknowledgments or reference numbers (?). When I submit the page I get redirected to the website home page.

Please can you advise.

[Tash]

@Jayo I'm sorry to see you've not yet received a reference number. 

Please try the following steps before submitting your details:

• Clear your cache and cookies on the device you're using.
• Try a different device or send your email using a different web browser.
• Try an alternative email address.
• Manually type your email address into the box when prompted, rather than copy and paste and also include the routing code.
• Ensure your message is under 2500 characters.
• Check any spam and junk folders for the automated email response.

Please let us know how you get on.

[Jayo]

Hi @Natasha.

I've used 2 different laptops, a tablet and a phone to send the form.

I've used 3 different email address and I'm getting no acknowledgments back.

???

[Jayo]

@Natasha is there another way of doing this as I have noticed on other threads that people aren't getting acknowledgments either so there's obviously an issue. 

This has being going on for over 6 weeks now. Not to mention the time it's taking just to get something sorted on here.

I would appreciate some help in finding a solution to this as the form is not working no matter how many different devices and email addresses I've tried to use.

[Tash]

Thanks for updating me @Jayo.

I've now sent you another private message. Please let us know if you experience any further issues when following the steps provided in the message and we'll be happy to help.