Order Status

[miaowface]

I ordered an iPhone 6 plus 64 gb in space grey on 27/10. At the time of the order, the website said it would take 2-3 weeks to arrive, I know I'm still within that timeframe but I find it worrying that all I have received from Vodafone is confirmation of the order that says they will be in touch "shortly". I was expecting that I should have received some kind of update by now (nearly 2 weeks later) with regards to an estimated delivery. I can't log into my account online because whilst I have a username and password, there isn't anything for me to view because my account hasn't been set up yet. I've not been charged my upfront payment for handset yet, and no direct debit has been set up either. When I have entered my order number into the online tracker, it says the details are invalid. When I tried to discuss it with, quite frankly, an idiot in live chat, he just kept telling me that I needed to speak to the team that deals with order tracking, but never gave me any indication of how to get in touch with that team. I tried calling the customer services number today, but as a new customer there is no way for me to actually speak to anyone as it's all geared towards existing customers who have an account/telephone number. I muddled my way through the absolutely awful automated service to speak to someone in the retentions team (not the right place but figured they'd be able o transfer me through to someone who could help,) but as it took so long to get that far, I didn't then have the time to sit on hold for the estimated time of 17 minutes to speak to someone as I had to get back to work. The website now states delivery within 2-4 days, but surely if that is the case, I should have received an update by now? From everything else I have read on other threads about people waiting 6 weeks for a phone they ordered and being constantly lied to about their order status I am now beginning to be rather alarmed as my current contract with Orange is due to run out on 27/11 as I cancelled believing that I would receive my phone within the advised timeframe of 2-3 weeks. Beyond that date I can no longer use my PAC code and will have to go through the rigmarole of updating my telephone number with anyone that I hold an account with as well as family and friends. So when can I expect an update? Or is there a number I can call to get through to the right department, preferably a department that has not been trained that it is acceptable to lie through their teeth?

[miaowface]

Currently on the phone to Customer Service and they can't even find my order. They've searched by name and address, when I asked if they could search by order number they advised me that they couldn't. This is an absolute farce.

[miaowface]

Went on live chat and was advised the system was down and to try again after 13:00. Tried again round 15:30, was told they couldn't check my order status, but gave me the telephone number for someone who could help. Called the number and was told they can't check my order because the system is still down for maintenance, (surely the first person I spoke to on live chat would have told me it was down for maintenance all day?!) and I will have to call back tomorrow. I feel like my order has been lost in the ether but no one I've spoken to at Vodafone has the guts to me tell the truth. I'll probably have to place another order and then be placed at the back of the queue again, all the while I'm running out of time to get this sorted, as I've mentioned above my current contract ends soon and I could end up being without a phone for goodness knows how long while Vodafone continue to lie. I just want to know if my order exists so I know if I need to place another order or not. How hard can it be to check this?!

[Darkest_star]

The handling of the iPhone 6 by Vodafone has been shocking there are so many lisings of this on here and it has made no difference as they dont seem to care about the customer.

Dont be surprised if they hide this post in the masses of other complaints as that in Vodafones eyes looks better. i posted on here with similar issue only for the post to be hidden in a mass of other posts.

I have been waiting since 23rd September and still no device, communication has been appauling and customer service non existant.

good luck  and I hope you ae lucky getting your handset.

[Retired-Matt_B]

Hi @miaowface,

So that we can look into this further, take a look here for how to get in touch.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact us page.

Thanks,

Matt B

[beckys_89]

Hi, could you tell me the status of my order please;

WEB-0000000142068351

postcode - m206hl

Thanks

[Retired-Rodney]

Hi @beckys_89,

To get hourly updates on the progress of your delivery, please use the track your order page on our website.

Thanks,

Rodney 

[miaowface · Accepted solution]

Thanks Matt, but after having spent 45 minutes on the phone today, it turns out that a computer glitch meant that whilst my order went through, the credit check didn't take place, so my order was cancelled on 01/11/14, without any notification whatsoever, so if I hadn't spend a load of time chasing it up, I would have just never received anything! Fortunately Matthew Foy in sales was super helpful and resolved the matter for me, got my order processed again and has said it will be arriving tomorrow. I'll still be keeping my fingers crossed however!

[ReneFloor]

great - so there is stock?

I am waiting for weeks but still dont know when it will arrived, it said now between 13 and 20th November....dont understand the whole proces really.

[miaowface]

I called the Sales number to try to get to the bottom of it, and they advised me that my orignal order was cancelled due to a computer glitch, so I had to reorder. Maybe you should call them as well, might be that your order has been cancelled too? I got my new phone today, although now I'm trying to register my account online and it keeps saying there's a problem, trying to enter the details to port my telephone number and that's not working either as it's not recognising the temporary number they have given me. It's all been a bit rubbish so far to be honest. I'm just hoping that once everything is up and running as it should be, I don't have any further need to contact voda again as they're a bit incompetent really aren't they?!