The saga to upgrade to a iPhone 7 Plus 256GB Black

[angeloedades]

Hi Guys,

Just looking to vent really - comments welcome on how I could have handled it better!

Tried to upgrade my phone to the iPhone 7 Plus 256GB Black model. First port of call was via online ugprade and it lets me choose my new phone and bundle. Entered my post code for same day pick up and can see the 2nd store closest to me had stock - great! Went through secure check out and it errors out when I confirm my name and contact number. Contacted a live agent, twitter support and 191 and told me there was no problems and it must have been my computer or my account. Since I am a technical person, I asked if there was a team who was willing to work me through the issue to find out the root cause - of course it was not possible.

Live chat agent at this stage told me to go in store the following day since there is stock (based on the check out page - saying it is available for pick up in 30 minutes). 9:30am I was outside the peckham rye store. Myself and two other people stood here for around 40 minutes whilst the three staff members had a chat or a meeting or some sort... approx 10:15, doors were opened. Lady grabed my details, asked me security questions and what I wanted to upgrade to. Went to stock room, manager comes out saying there nothing in stock, only demo iPhones have arrived. Explained that the secure check out page told me there was stock here that can be sold. Shurgged shoulders and a few seconds worth of awkward silence and I left.

Tried to place order via live chat agent around midday on OCT 1 and made sure that it was possible to have it by Monday, told me it was certainly possible - so placed the order with the phone and bundle. I had my doubts as I have had no correspondence from DPD as of 21:04 OCT 2. Called 191, agent told me, I am definitely not going to get my phone tomorrow. So I said I want to cancel the order and she said not possible. The guy on live chat who helped me on OCT 1 said someone tried to change my address on my account in the past 7 days and that is probably why I was barred from making an order or why the address bit of the secure check out page was not working. Whilst I was speaking to 191, I queried her about this but there was nothing suspicious or blocked in my account apart from the order activity on OCT 1.

Tried to approach the twitter team on some aspects of this dilemma but nothing. They are probably limited on what they can do (like most social media teams for companies) but I was hoping they would have replied on a couple of things saying to contact a specific team or tell me its a dead end.

I just want my new phone on a new bundle! Not able to accept the delivery on Tuesday so I am expecting a host of delays because of that.

What would you guys do?

[angeloedades]

I thought the Saga would end the momenet I cancelled my upgrade... 

Still not back on the old price plan when agents kept promising it would *ONLY* take 24 hours to take effect! 

Should I just give up and just accept the higher price plan that has been imposed on top of me? I am dreading having to contact Vodafone to get anything done. 

[Retired-LouiseE]

Hi @angeloedades

I understand your distress and frustration. 

I am going to send you a Private Message with further help on this. 

Louise

[angeloedades]

Thanks Louise_E,

I will reply later today.

[angeloedades]

Hi  Louise_E,

I have sent some correspondence through that PM link but unfortunately it does not fit all of the issues that I need to highlight.

How do I go about that?

[Retired-Sarah_L]

Hi @angeloedades, 

When submitting our email form, please provide a brief overview in the question box. If you have multiple points to make, it may be worth bullet pointing these. 

When our team get in touch with you, you'll have the opportunity to expand on any point you've highlighted... and more if need be. 

Thanks, 

Sarah

[angeloedades]

Thanks Sarah_L,

I have just sent a generic message for now because unfortunately, the complaint/issues that do not fit in the box is actually a heavily edited/condensed version already (yes, I really have had a lot of problems since trying to upgrade).

[angeloedades]

Just writing to update. Spoke to someone in Social Media team and adressed my complaints. Got my money back for the DPD delivery which is the first positive thing. 

Before the phone call took place, the website still showed my account on the wrong bundle and unfortunately since the phone call - my phone displays No Service

I hope it resolves by the morning.

[Retired-Viki_R]

Hi @angeloedades

Are you still experiencing the no service issue?

Viki

[angeloedades]

Viki,

I resorted to visiting a vodafone store at the next day. I got a new sim card in 30 minutes and it was working again as expected.

Still not sure why someone decided to disconnect my number from my sim after my complaint got dealt with.

[angeloedades]

I thought the saga was over when I cancelled my phone upgrade and reverted back to my old plan but my god it is not.

There seems to be a charge of around £70 in my account for this month's bill. I am going to call 191 later and find out what this charge is for. Does anyone know what recourse I should I take in this instance?

I am tempted to call my bank and put the direct debit on hold because of this "dispute" or incorrect charge.

From the beginning I should have been put back on the original plan as the agents said that was the condition of cancelling my upgrade.

Please someone make it stop! I cannot deal with Vodafone on every issue they have created since I wanted to give them more money upfront and monthly!