Server error when signing up to Spotify entertainment pack

[alexprokop]

This has happened every time I try and choose to subscribe to spotify entertainment pack. I've tried both on my phone and via a desktop browser. I'm doing the following:

• Go to https://offers.vodafone.com/gb
• Select 'Spotify Premium' under available offers
• Accept terms and conditions and click 'Add Spotify Premium Now'
• Sign up to spotify and press 'okay' on 'Connect Vodafone to your Spotify account' screen
• I'm returned to vodafone and the message says 'Completing purchase...' after a couple of seconds a popup appears on the screen saying 'A server error occurred. We're very sorry, but we'll need to log you in again'

We have 2 x Vodafone red 20GB sim only packages through our business account and this problem happens for both of them.

[carpy]

So you were getting the "a server error has occurred" when following the link in the Vodafone entertainment text. And then after they refreshed you didn't get that error and could take up the spotify offer?

[Redalert]

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@carpy wrote:
So you were getting the "a server error has occurred" when following the link in the Vodafone entertainment text. And then after they refreshed you didn't get that error and could take up the spotify offer?

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@That is correct @carpy, I was getting the same message: "a server error has occurred"; only the so-called super admins was able to resolve my issues after I resetted my password with Spotify, and then the super admins at Vodafone had to do some tweaks to my account.

[carpy]

Wed 3rd Nov 17:38
Forum support team call me - says he has now refreshed entertainment pack & it will take 20 minutes to update the system then Spotify will work. Puts me on hold to check its working - then comes back and says it actually may take 2 hours to refresh. He will email shortly and tell me it's all sorted so we can try Spotify. He will also send escalation to technical team abut the zero data useage.

Wed 3rd Nov 18:21
Receive an email from him - says he has now made changes to my account and refreshed the services of entertainment pack. Also that he has "spoke to internal team to confirm the changes but they informed it will take 24 hours to get the order completed & will have to speak to technical team tomorrow as they are closed now".

He says he will email again tomorrow "after speaking to technical team and then you can perform the steps which will I will send you with tomorrows reply".

He has also forwarded the details about our data useage not working to the "internal team".

Thu 4th Nov 17:36
I receive the following in an email from him :

"As per the follow up, I had a word with technical team and they have raised this with internal team. Once the issue is resolved from their end, you will be notified for the same and you will be provided with the link to login for Spotify."

So..... all a bit confusing really. The 20 minute, 2 hour, and 24 hour timescales I was given have all passed now , but we still have no Spotify and the data useage is still not working.

[andyh3930]

Carpy Don't forget after Vodafone £4.2 Million fine The Vodafone state:

"Investment in improving our customer services

Our new billing and customer management system is designed to give our customers the best experience possible. It puts the customers in control of every aspect of the Vodafone products and services upon which they rely. It also enables our customer service and retail employees to respond quickly and efficiently to changing customer needs and swiftly put things right if they go wrong."

So your days wasting loads of your time and them messing you around and not resolving your issue is  actually responding quickly and efficiently to your needs.

BTW I've sent you a PM

[carpy]

andyh390 : I did notice they'd been fined for putting their customers through the Vodafone customer service horror train repeatedly. It's partly why I'm commentating on my situation live on here. To highlight the ridiculousness of their customer support.

It's just one big game of pass the parcel (to another department). I still have no idea who actually does the work at vodafone. I estimate just on me ringing up they've spent 20 man hours on this so far. Possibly a lot more if someone somewhere is or was actually working on the issue. What a waste of money. Why not replace these 30+ staff with ONE person who's better trained and can solve things immediately.

By the way Andy - you don't work for Vodafone per chance? I just went to check the PM you sent me - and I have no PM from you!! Checked and refreshed several times but definitely no new PM.

Maybe rather than you physically checking why it didn't get sent (and then resending it to me) - you could just tell me how sorry you are and that you'll raise the issue to someone else and they may or may not get back to me within 24 hours.

[andyh3930]

I definently don't work for Voda, just my experiences on dealing with them.

PM Should be there now. It may not help, but it might 🙂

[carpy]

Message came though. Thanks for the help.

Let's see what Vodafone do next. There's only a week or so to go before I will refer this case to the ombudsman.

I'm also getting advice as to whether this treadmill of pain trying to get something I was promised constitutes a breach of contract. If it does then I might be able to cancel the whole thing & bill Vodafone for my time.

[Retired-LouiseE]

Hi @Redalert

I'm relieved to hear this problem has been resolved for you. Thank you for letting us know over the forum.

Hi @Paul_JL 

I will send you a Private Message with further help now. 

Hello @carpy and @andyh3930

If you continue to experience problems please continue to email our team and we will help you further. 

Thank you, 

Louise

[carpy]

Fri 5th Nov 18:09

Still nothing from anyone at vodafone. Spotify link still doesn't work & we still have no idea have much data has been used.

What is Vodafone actually doing to solve this? It's been two months now. Two months!! Surely it just takes a few minutes for someone to sit down at vodafone HQ and sort it out. I don't understand how even after lodging an official complaint I still hear nothing. Days & weeks & months have gone by now. Why can't someone just take charge and FIX IT

[Retired-LouiseE]

Hi @carpy

After submitting the online form you will have been sent a reference number through automated email reply.

Your reference will look like WRT165 #14xxxxxx - please check your spam and junk folders. Please can you provide your reference number so I can look into this for you. 

Louise