Upgrade Help

[toshyboy]

Seriously hacked off with Vodafone at the minute.

Called up on 15th Sep to cancel my contract. Ended up going through to retentions and was persuaded to stay thanks to a great deal they offered me on iphone 7 plus 128gb in black.　

Was told originally would have phone on or around 19th Sep. Within minutes of completing upgrade had a text saying was out of stock. Phoned back to query and was told they get new stock every Tuesday & Thursday so should not have to wait long.　

Its now 11 days since I upgraded and no clue as to when I will receive my order. The last update I got yesterday said they will be in touch in order 10 days. Had I known I would be waiting this long I either wouldnt have bothered, or would have picked another phone.　

I have spoken to live chat, customer service and retentions again, but either get resistance to help or a complete lack of knowledge. 　

Really frustrating as they have have the handset in stock in my local store. I asked about collecting there, or about changing the handset to a different colour that is in stock at warehouse, but was told to do either of them I would need to first cancel my order, which would take 48 hours to complete!! They then went on to say they couldn't give me the same deal if I did this anyway, as retentions gave me a really good deal. Furthermore, they would not know if any new order was in stock until I placed it, so could be a complete waste of time!!!

The level of customer service is very much a "Computer says No" mentality, and it would appear nobody can apply common sense and think for themselves in order to keep a disgruntled customer.　

PLEASE HELP!!

[BandOfBrothers]

Seems like your stuck between a rock and a hard place @toshyboy

A Vodafone High street Store has it's own pool of stock so wouldn't be able to supply you one themselves. 

It's a case of waiting for the handset of choice to come back into stock I'm afraid. I hope this happens soon for you.

Unfortunatley due to the recent launch of the iPhone 8 and 8s this can mean more people could be chasing the iPhone 7 variants as maybe slightly better deals are available on them and the network want the turnaround on older units. 

[toshyboy]

Its the lack of communciation that is a joke. They should have informed me it was out of stock at the point I ordered. I then could have ordered a different colour etc.

Even now, they wont enterain me changing the order

[BandOfBrothers]

From past experience the agent raising the order has line of sight to see stocking levels but this can change very quickly. 

You can cancel the upgrade if you insist to customer services on 191. 

Although that will mean waiting until your account returns to pre upgrade status and starting again. They cannot just log into the order and remove the original iPhone and add another. 

I agree Communication is key as we all I believe understand things can and will go wrong but then it's ultimately down to how it's put right that instills confidence back in the service. 

[toshyboy]

This just keeps getting worse and worse!!!

Finally had the phone yesterday, and then last night received an "important stuff about your upgrade e mail", which basically is a breakdown of your contract.

Its states there is a £80 up front cost for the handset, and that the discount applied to my tariff, only lasts for 21 months of my 24 month contract. This is NOT what was agreed at point of upgrade with the retentions team!!　

Got onto customer services on chat, and as per usual they are no help at all. The usual "computer says no mentality". They claim there are no notes of this on system so they cannot help. I asked them to play to call back, as I had the time and date of my call, and I was told it was recorded, but they have now gone quiet.　

Does anybody have a way of contacting a UK customer service centre? Every time I speak/chat to the one abroad, nobody can help me, as it appears they only follow a script, which they don't appear to be able/willing to deviate from. 　

Extremely frustrating, particularly seems I have this problem, every time there is an "outside the box problem" with my account

[Colleen]

@toshyboy We really want to get this sorted for you. I've sent you a private message with information on how you can contact our team. 
We'll be in touch as soon as possible.