Online order hell

[ah1680]

Really could use some advice here. Ill try and keep this short but basically I made a web order online to collect in store. This was made at 7:20 on the 22/12 for ipad pro 24 months at £24 rising to £48 after 6 months.

Once I had paid etc got an email to say order ready to collect. So I went into local store. First I was given the story that it wasnt ready and it takes 2 hours for the order to go to the stores local system. Then they found it but couldnt process it, but gave me the goods anwyway and said not to worry it would be processed later that day.

Later that evening no additional line/device showed in my account also the device said no service, so rang 191 several times and no one could help.

Went back to store Today. They said reason it hadnt registered to my account and said no service was because the original order was still open but stuck. So they raised an in store form to cancel the order which would then allow them to rebuild the order in order for them to correctly process the new line / device against my account.

That was earlier Today, but i really hope its fixed by Tuesday (which should be more than enough time to process and order) but right now I have no confidence at all.

Why is it so difficult these days for Vodafone to get something right ? i have no use of my device despite paying up front in good faith. I feel like taking it back and cancelling all my lines as im so frustrated.

The people in store were helpful, but do i feel its reolved ? no not really.

What do i do if Vodafone cant register the device to my account ? if i was a dishonest person (which im not) I could have claimed i didnt have the device as your systems wouldnt be able to show otherwise.

Someone please from Vodafone tell me what i need to do or say either in store or 191 to resolve this ?

Thanks

[BandOfBrothers]

Hi @ah1680

From Vodafone Help and Support pages. 

"Click and Collect

This service is free. When you order online, we’ll show you which stores have your phone in stock. Then you can collect it two hours after placing your order. We’ll even set it up for you before you leave,so you can use it right away."

It seems out of place the employee letting you take such an expensive device without obtaining some form of signature etc.

It does certainly sound like something has seriously glitched with your order and I do appreciate your frustrated and unimpressed with this.

I know it's easy for me to say but at this point my advice is to let them have the chance to put this right.  

You can if you wish cancel and return the equipment and cancel as you have a 30 day cooling off period. I hope it does not have to come to this. 

[ah1680]

Hi Lee

Apologies as im tired from battling the queues from shopping Today. Yes the employee did inspect all my documentation, looked at my bank card and took my bank card details / pin verification so security process was followed. I do agree i think the online website was at fault indicating that from when i placed the order / paid upfront at 7:20 it said i could go and collect at 9:30am.

I think it should have said 11:30am. I dont want to cancel either, so worse case scenario I will have to go back to the store again next week, but considering i was in there at 11:30am this morning, still nothing is showing as registered in my account for a new device / line.

I agree it is an expensive device and no way would i be dishonest about the situation. But having worked in retail i dont understand how an order can go so badly wrong ?

[BandOfBrothers]

No apologies necessary.

I too have been caught up in retail madness today finishing off my grandchildrens presents. 

Please accept that I was in no way suggesting you would be dishonest. 

I do hope Vodafone sort this for you asap. 

They'll want this up and running asap I'm sure too. 

[AnnS]

Hi @ah1680

It's just a thought here, but did you try and make a connection to the internet ? Until you had made an internet connection, your ipad SIM would have been unactivated and showed 'no service'.

As soon as the SIM was activated, you would have been able to complete the online registration for the new data contract.

It might be worth having a further try with live chat, they should be able to clarify things for you and get your new ipad online and working.

There is further information for you from Device Guides below.

Device Guides

[Tash]

Apologies for the experience that you’ve had @ah1680. I understand that the store are working on resolving this for you. If you would like any update on the progress of your order, you’re also able to do this through Live Chat as mentioned by @AnnS.

If you require any further assistance with this, please follow the instructions I've sent to you through a private message. We'll then be able to help further.