Upgraded contract and not revceived phone!

[nickleo247]

Hi,

I upgraded online and paid for a Saturday delivery in which the phone did not arrive. I called customer services and their answer was the depot is closed and cannot find out where the phone is or what the situation is and was advised to go to a vodafone store.

I visited a vodafone store right away and was told I shouldn't have gone, as there is nothing they can do. Now I am left with no phone, with a paid delivery service, upfont fee and an early upgrade fee in which I was also told I was eligible for an upgrade without paying.

Nobody can explain where the phone is, or when it will arrive. Apparently the order is placed as "manual", whatever that means.

Also, when entering my tracking number and postcode on track my order I get  "Invalid details".

Nice one vodafone!

[BandOfBrothers]

I can certainly understand why you'd be unimpressed at the sequence of events you describe @nickleo24 

Advising you to go to a Vodafone Highstreet Store was incorrect as they don't typically access accounts there,  and the pool of stock they have is for Contracts taken out in the store or Payg purchases.

You mention a tracking number which is only released typically by Vodafone when a phone has been despatched. 

I'm wondering if something has gone amiss at the courier stage ?

As the Departments will be fully manned on a Weekday I'd suggest ringing 191 on Monday. 

Ask......

• Is the phone definitely in stock and been despatched. 
• If despatched has the Courier Company reported back any problems. 
• Can anything be done in regards to the delivery fee.

Check any any emails sent to check what it says about your early upgrade and fee's. 

Customer Services will be able to access your account and account notes to check what was said / agreed. 

Please let us know how you get on. 

[nickleo247]

Thanks for the reply BandOfBrothers,

I think the phone hasn't reached DPD as they didn't send me a text or contact me to let me know the timeframe the phone will be delivered. I only received one email from vodafone telling me that my vodafone order is placed and they gave me a SBL- tracking number. I have received nothing on my upgrade or fees; FYI I did the upgrade through the online chat.

I will be contacting customer services tomorrow and asking it's whereabouts as I need the phone ASAP.

Thanks,

Nick

[Tash]

Hi @nickleo247, I'm sorry to see the experience you've had with your order.

Please let us know if you need any further assistance and we'll be happy to help.