NOTE 7 - Vodafone must give clear position

[gpd1965]

As a note fan since the original NOTE 1 the current situation is pretty disappointing. I think my Note 7 is great however IF there is another recall or the phone is pulled completely then Vodafone MUST provide better communication and process than before.

We must be told clearly what the options are, either all staff need to be aligned with the message or refer all questions to a Note 7 team.

If the Note 7 is pulled there must also be clear statements about alternative handsets and costs incurred e.g. accessories bought 

Vodafone obviously need time to understand what Samsung are going to do but Vodafone MUST take a lead in communication and learn from the past

[gpd1965]

Having received a text from Vodafone asking me to call in about options for the Note 7 the first agent said she had never heard of it...thought rather than going around the houses i would dial back in

Dialed back and was told there was no team dealing with the Note 7, that I was not eligible to return or upgrade as i was in contract but i could take out a new contract for a NOTE 7

[serial45]

OH MY GOD, YOU COULDN'T EVEN MAKE THIS UP IF YOU TRIED.

GROSS INCOMPETENCE ON VODAFONES BEHALF. ABSOLUTELY PATHETIC!

DO THEY NOT KNOW / UNDERSTAND EU TRADING LAW?

[Retired-LouiseE]

Hello @gpd1965

I'm sorry to hear about this experience, I am going to Private Message you further information. 

Louise

[gpd1965]

@Louise_E thanks for the PM, however can i just check if there is anything you can actually do. I have spoken endlessly to your customer service and also sent an email to Nick Jeffery, where another team responded with virtually no help what so ever.

If you can actually help then i can send the details to you however there needs to be a desire from Vodafone to sort this mess out. I have already started a route under the consumer rights act as I am not going to be played for a fool.

[Retired-LouiseE]

Hi @pp763

My apologies for the delayed reply. 

With regards to returning your Note7 please call our team on 191 from a Vodafone mobile or call 0333 304 0191 from any other phone and our team will arrange a return through DPD. 

Alternatively please head into your nearest Vodafone store with your device and you can arrange a return this way.

Louise

[burntout]

i was defended them but agree total bloody shambles no idea just given us weird answers times we can't does are these guys off their heads?

[burntout]

other networks are dealing better than voda at this they simply stupid

[jaygrim]

Louise are you actually taking the ##~##? We are all more than aware of this number. Personally i have spent over two hours on live chat, countless tweets to your ##~## twitter account and dozens of phone calls to which I and probably everyone else in this situation have been told lie after lie. Please don't humour me with you understand how frustrating this is, please for the love of God get someone with half a ##~## brain at Vodafone to man up and take control of this whole ##~## situation.

Sorry for my language but this has gone beyond a joke and you probably won't even read this anyway.

[jaygrim]

Anyone want to join me in trolling their Facebook page.

[Retired-LouiseE]

Hi @jaygrim

I'm sorry to hear of this experience, I am going to send you a Private Message with further help on this. 

Louise