The Pre-order Farce

[edinscott34]

So like many others on here I have had nothing short of a nightmare with my pre-order of an iPhone 6s Plus 64gb Rose Gold,  below are the absolute nightmare sequence of events

Sat 12th 8:15am

I pre-order and pay for my iPhone 6s Plus 64gb Rose Gold,  and receive all the order confirmations by text and email immediately after the order confirming delivery should be on the 25th Sept. 

Monday 14th

I receive a delivery from DPD which is someone elses sim card,  with his name and address on the package - VF advise that this was sent in error and that DPD would collect it (Still not collected)

Tuesday 15th

I receive another sim card from DPD which this time is actually for me (VF advise that the sim has been sent in advance of the phone)

Wednesday 16th

I get an email saying my bill is ready,  this bill is for usage between the 13th and 23rd Sept (I still havent got the phone so shouldnt be billed yet),  advised on chat again this is an error and in fact the money wont come out my account,  the advisor even texts me to confirm this. 

Thursday 24th

Get another email saying my bill is ready,  this bill covers between the 23rd Sept - 22nd Oct (again these dates are wrong as up until then I wasnt due the phone until the 25th) - I go onto the chat and Im advised I need to phone as there appears to be a problem with my order

I call customer services and I'm advised that there has been some sort of problem with my order and VF have had to cancel my order and that they would need to do a reorder and then give me a priority delivery which would be no later than Monday (So no Friday delivery for me sadly),  also advised that they would correct my incorrect bill and that I wouldnt be billed until I get the handset

Friday 25th

I check my bank account and the bill for between the 13th-23rd which was meant to be cancelled has in fact come out of my account,  I again talk to vodafone who have no record of anyone cancelling or sorting out that error,  they credit my account for the amount I have been billed.  They also advise me that my new iphone would be arriving between 3-4pm on Monday

Monday 28th

I still havent received any notiication from DPD about my delivery so I again call VF,  I am then advised that they had in fact again cancelled the order by error (for a second time),  this time I demand that I talk to a manager who explains that they had technical issues with a number of preorders for the iPhone and that I had just been "unfortunate" that this had happened twice to me.......she then advises me that she will personally do the reorder herself and ensure it goes through,  however there was now a 4 week waiting list for the rose gold iphone 6s plus so realistically I wouldnt get it until the end of October,  she was unable to explain how this had happened and there was hardly any notes put on the system from my many other calls prior to talking to her.  She placed my reorder and credited my account with £50 as an apology for the inconvenience (and the fact I had taken time off for the promised delivery on the Monday)

I have now received the new order number and frustratingly now wait 4 weeks for my new handset 

Throughout this entire process I spent around 4/5 hours on the phone (most of which on hold), I was hung up on twice, I was given contradicting information on at least 3 occassions both on the phone and on chat,  and I paid for a phone on the 12th Sept which I will now not receive until the end of October,  even though they have given my order what they call "priority one" which means I should get my phone as a priority over other orders.  (the website and tracker are saying delivery between 1st-8th Oct, I was assured by VF that this was incorrect and that it would definitey be at least 4 weeks,  they are lying to customers and potential customers by stating these wrong dates)

In no world is this classed as good customer service,  and if Im ever asked if I would recommend VF I think the answer now would be very obvious.....also it would appear that VF never apologise,  at no point in this process have they said sorry 

[baconandeggs]

Oh surprise surprise, my ETA has now gone from 25th Sept - 2nd October to 1st - 8th October.

No phone by Friday and I am cancelling.

[yesemma]

Having a terrible experience with Vodafone so I can sympathise with everyone here.

Sat 12th - 8:13am, preorder upgrade to rose gold 6s 16gb. recieve confirmation email by 8:27am. Email say to collect in store on 25th.

The following two weeks - nothing.

Fri 25th - store look at me like a crazy woman and say they have no idea what order I am referring to. Point blank say they cannot help me and ill have to ring customer services. Spend over 2 hours on live chat, being transferred from person to person, finally promised my phone is being shipped at midnight and I can expect the delivery on sat.

Sat 26th - no phone. no contact. spend another hour on live chat, going round in circles of being passed on. give up and call instead. I am told I have no order, it was created and cancelled on 12th, 14th, 15th, and 17th. I will have to place a new order. Place new order and promised it will arrive on 1st october, with priority over other orders.

Monday 28th - no contact again so another hour on the phone. Promised stock has been assigned to my order and i can expect delivery details imminently. 

Tuesday 29th - no contact so another hour on the phone. Promised my delivery is scheduled for 30th and I will receive a tracking number and slot in the morning.

Wednesday 30th - no contact. two hours on the phone. There was no stock assigned to my order, there was no delivery scheduled. I will have to wait in the queue with everyone else. Advisor on the phone laughs when I ask to speak to a manager, when asked what is so funny, he says 'the situation'. Insist I be transferred to a manager to discuss his attitude, he transfers me to a random advisor in another department who has no idea what I'm talking about. 

I am still waiting for a call back regarding compensation, I am still waiting for my phone, and I still haven't spoken to that manager. 

[edinscott34]

Yesemma your situation sounds just like mine, you probably won't get a manager call back, you need to call them and say you will wait on hold until a manager becomes available to talk to you

I was told their hands are tied in terms of compensation and that as part of their agreement with Apple they can only discount your deal by a maximum of 10%.....I was given that 10% discount on my package and a £50 credit

Still angry that the phone I was meant to get on the 25th Sept won't be arriving with me for at least another 3/4 weeks

When you talk to the manager make sure that you ask them to make your order priority one

[Lloyd102]

im being offered £12.68 or nothing for all this!

[dpang91]

Having pre-ordered an upgrade on the 12th, then being told that it had not been processed on the 25th, my estimated time has jumped another week to the 8th.

This is getting stupid since Vodafone have already taken the payment off me (I requseted to pay using a different card rather than my billing account) and now wont even give me an actual date or an update to what is happening other than 'We have a special team in place to help solve this matter and get you your phone as soon as possible'

Thanks Vodafone 😕

[edinscott34]

I've been told by VF that the 8th is incorrect and it's more likely to be closer to the 23rd which is approx when they are due their next delivery from Apple

[dwabo81]

Well we 'upgraded' on the 25th.. was told it would be 5-7 days before delivery for the Rose Gold 64gb..

Already had delivery on the 64gb Silver..(after gold was originally sent out)

Just checked the online checker and it states the Rose Gold has been picked and is ready for delivery..fingers crossed we get dispatch details in the morning!

[samg66]

Hi

Can you tell me how to track the order.  I pre-ordered my upgrade on 12th Sept and it has yet to arrive.  Can't find anywhere online to track and have had no joy in contacting customer service as online chat is not available and cant get through by phone!

Thanks

S

[dwabo81]

the only way to check is ask customer services for your order number..and then use the online checker..

http://www.vodafone.co.uk/shop/existing-customers/track-my-order/index.htm

Im pretty optimistic the RoseGold will be here by the end of the week 🙂

The online checker states its been picked at the warehouse and is ready for delivery.. only time will tell!!

[samg66]

Thanks

Managed to locate my order number and found the online tracker.  I am hopeful too, it says it is on its way.

S