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yorkie9668 · ‎15-09-2016

Since receiving my Note 7 on the 2nd of September and still being unable to use it (signal problem with handset) then the subsequent recall, I must say I am shocked at the lack of infomation from both Samsung and Vodafone.

Mine is sitting here in it's box, I have been charged for it and charged for the usage, even though I have not been able to use it, I have spoken to CS a few times with very little help at all, one advisor said they had not heard of the recall!?! Seriously come on!

I like a few others I have read on this forum have arranged to sell their older devices to offset the cost of these Note 7's, which by the time we get them will be outdated, no doubt also worth a lot less than they would have being if this sorry state of affairs hadn't happened, but the does not deter from the fact that most of us bought these over inflated mobiles because they were the latest tech item available, we paid over the top to have them from day one, now we are being left behind by Apple once again.

Even more annoying is Vodafone's response, "you can always return the device with the free VR headset and cancel the contract" or you can order a different type of phone! Sorry I did an early upgrade because I wanted the Note 7, not an Apple or HTC device, Samsung and Vodafone have really screwed their customers over this, I appreciate it isn't al their own fault but the treatment of us customers since this started has being nothing more than a shambles and I think they need to be looking at compensating those affected by this.

Sadly those who had ordered and not received your device I feel even worse for you, now if you lived in America you could have had your replacement last Wednesday, yes 9 days ago, but us here in Europe are not as important as the Yanks.

Samsung have lost millions of orders for the new Note 7 to Apple from what I have seen, such a sad state of affairs, lets go back to readily replaceable batteries!

gpd1965 · ‎18-09-2016

That's good to know about EE and O2, if Vodafone cannot supply then I will speak to them and see when they can offer to new customers. Will then send my note 7 back to vodafone and then can cover the costs associated with a switch

chwong1988 · ‎19-09-2016

It has been an extremely frustrating experience regarding my Note 7 order with Vodafone and God knows how many phone calls I have already made...

I received mine end of August and various problems started - I did not get the deal that was promised on the phone; issues porting my number in; was "lied" about getting my creidts to my bank account etc.

I was hoping to change it to an iPhone 7 Plus at one point. I called on the start date of the preorder and was told I could not do so as the system would not allow an exchange to a preorder. I was told to call back on the launch date. When I did so, I was told there was a 8-week waiting list and the price plan went up quite a lot as well. They could not offer me the old price plan. I was unhappy (long wait and was "forced" to pay more) and didn't change to a 7 Plus. I decided to go for an exchange of a Note 7 at the end as they offered me some compensation after I made a complaint. I was asked to call on Monday regarding the exchange.

Like the rests this morning - I was asked to call tomorrow. I saw the latest BBC article and apparently Vodafone told them they had limited stocks and would offer the exchange as "first comes, first serves". I just called again not too long ago. I am now told that they have put an order for an exchange and all I can do now is to wait as they have no stocks... I asked about the estimated delivery date and was told it could be between this week to next month. I was also told I would get a DPD text ON the date of delievery - this is quite unhelpful and surely the commication could be much better (in fact my old order also just appeared suddenly after getting a text on the date of delivery and I received no email confirmation regarding the dispatch the day before even I was told I would).

I think I will need to call again tomorrow... Speaking from my experience with Vodafone so far, I certainly couldn't trust them fully even they said they had placed an order (with no delivery date and confirmation) and said I didn't need to do anything... I have to say this is by far the worst customer service I have ever received from any companies, the only good thing was that I was offered some compensation - if I wasn't offered anything, I would definitely go with another provider...

yorkie9668 · ‎19-09-2016

Well I was told my exchange has gone through but will be actioned tomorrow when they have stock for exchange at my home on Wednesday, I am not holding my breathe.

Ironically 2 friends are receiveing their exchanges tomorrow and both have tracking info from their suppliers EE and o2, no hassle with them, well kept up to date from the start, none of this super silence Vodafone have put us through.

Shows you though that new sales are more important than existing customers, even though we have a mobile we cannot use and have still been charged for, shocking treatment Vodafone you should be ashamed!

gpd1965 · ‎19-09-2016

yep finally after 10 years it will be time to look at O2, if they have stocks of Note 7s for new custoemrs, or those customers that have been so badly let down by Vodafone then it will be time to move. Outside of the supposed 30day period so am fully expecting to have to go through the miselling avenue, the law is very clear on ths even if Vodafone are not.

yorkie9668 · ‎20-09-2016

Just spoken to retentions and my replacement is out for exchange today with DPD, fingers crossed, will feel better once I get the text confirmation, will let you all know

Mattjd1986 · ‎20-09-2016

Wow well best of luck I rang yesterday and they didn't have a clue when they would be sending them out

Chrecky · ‎20-09-2016

I wouldn't hold your breath. Yesterday alone i got told don't know yet. Then 1st of october. Then in the next few days latest early next week. 3 different answers in 1 day. Clearly focus is on the iphone and vodafone have shunned the note 7 issue aside.

mpw246pl · ‎20-09-2016

Please also see postings at:

http://forum.vodafone.co.uk/t5/Android/Galaxy-Note-7-Pre-Order-issues/td-p/2512375/page/11

Mattjd1986 · ‎20-09-2016

I just got through and they transferred me to some bloke who made a manual order for me couldn't give a confermation text or anything I think they just told me it had been done to shut me up

mpw246pl · ‎20-09-2016

Copy of original post

Original Posting ont his frum 19.09.16 at 424pm BSt

Not a Pre-order issue bit related by Note 7 and Voda woeful customer services...

As I have come to expect - another Vodafone fiasco and misinformation Smiley Mad

I recieved my Note 7 on 1st Sept and in a box is where it has stayed due to the fire risk. I immediately registered with Samsung AND Vodafone for the exchange. Samsung kindly inform me Vodafone will be dealing with this as they are my airtime provider.

Both Samsung AND Vodafone state it will be from Monday 19th September.

I telephone Voda at 910am BST and speak to their exchange/recall/upgrade depart and am told there is NO stock in and there is no update as to when the stock will arrive.

Having had dire probelms with Voda customer services on other matters since June 25th (3 ugrades which all went wrong!) I again called Voda at 415pm BST today and the customer services adviser went away for some period to seak advice....the advice came back was there is NO stock and the exchange/recall stock will only be availble from MID-OCTOBER!!!!

Woeful and inept

Update at of 20.09.19 at 0928am BST

spoke to customer services who can't even get their story straight...they are now advising ME to take the phone to my 'local' vodafone store who will accept it and return it to Voda. Once this has been accepted, Samsung will be informed and asked to send me a replacement!!!

Any Tech Team Voda Employee that bothers to read this forum, please, please, please read our problems and moans and give us the TRUE/CORRECT advice on how to return/exchange this product. That is all we ask for.

Please do not just cut 'n' paste the paragrapgh requesting us to ring in on 191 to exchnage on a first come, first serve basis...clearly Voda customer services have change their story, advice or someone is wrong.

STOP PRESS - Update as of 1035am BST

My second phone call to 191 this mornong and followed the options to 'returns.

The customer services operator confirmed that he could he an 'open' but not actioned returns order on my account from yesterday (19/09/16).

He stated that he would progress this today. Details taken and he then confirmed the following:

Exchange is by DPD at an address of your choice
3-5 working days for deliver
Text will follow to confirm this delivery
Exchange is ALL of the items in the original box - Voda hold the right to refuse items if they are not satifactory
Exhange also includes a new free VR headset as the original box had one in.

Hope this information helps those when you contact 191

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