Why is it so difficult to change my delivery address?

[smithysrat]

Hi,

I have now, reluctantly, accepted the fact that I will recieve my phone sometime in the future but trying to find out when is going to be futile. 

However, when it does eventually enter the dispatch process I want it sent to my work address and not my home address.  I have already taken one day off work to wait in for a delivery that was never going to happen and am not taking another one.

When I have spoken to Vodafone on multiple occasions both over the phone and via live chat, they have said that they can't change the address until it is with DPD but this is not what I want as they are obviously going to use DPD's own redirection service (that I could do myself) and which will add a further 48 hours or more on to the already late delivery.

All I want to do is give you an address and that is where your warehouse will send the phone....not what I'd call rocket science.

I would appreciate a PM from the forum team to assist with this as am not having any luck with the other methods to contact vodafone.

Thanks in advance (not that I am holding out much hope!)

[RossDUFC]

I wouldn't bother to be honest. I specified I wanted it delivered to my work address at the time of ordering and was told this would not be a problem. When I finally got my dispatch notification, they have decided to deliver to my home address anyway. No idea what address it will be delivered to!

[Gemma]

Hi everyone,

@smithysrat @RossDUFC – The information Live help have given is correct.

The only way to change the address before it reaches DPD, is by cancelling the order and us re processing it (although it sounds like it’s gone past the stage to cancel now).

If you’re a new customer, for security reasons we can only deliver to your account address.

Thanks,

Gemma

[smithysrat]

Thanks for the reply Gemma.

I'm not a new customer so the security issues don't apply.

I understand that after the order is placed it may not be possible to change the address either, however, I asked for the delivery address to be amended during the original live chat session whilst making the order, so from what you are saying I was mis-informed at that stage.....or more likely she forgot to ask and it was too late by the time I asked?

[RossDUFC]

@Gemma I've been a Vodafone customer 15 years, you still delivered it to the wrong address. The delayed delivery and wrong delivery address ulimately cost me 2 days wasted off work. I was given a £9 credit as a goodwill gesture!

Its just bad service, pure and simple. Vodafone need to just come out and admit that they're having problems with customer service. The fall from where this company used to stand to where it is now is staggering. I know it might be a controversial point - but foreign customer service departments have been a huge part of the problem.

[Retired-Rodney]

Hi everyone,

@RossDUFC - I'm sorry to hear the experience you've been through and I'll ensure it's fed back to the relevant team.

@smithysrat - I've sent you a private message with information on how to get in touch via email.

Thanks,

Rodney 

[Williamsjj1]

I am having the same problem. I have tried TWICE to change the address and on both occasions Vodafone staff have told me that my new phone will go to the new address yet I am still getting e mails from DPD saying they will be delivering to the old address. I'm not going to try to sort it out any more. DPD have told me they will try to deliver it twice and then return it to Vodafone. Then I can wait a month until my contract runs out and go to another provider. Sorry Vodafone. I have had a contract with you since the 90's, after more than 20 years with you, this is the service I get.

[Retired-Rodney]

Hi @Williamsjj1

So we can take your details securely, please get in touch via Live help.

Thanks,

Rodney 

[Williamsjj1]

Sorry, it's too late for help. I have already discussed this with some other incompetent Vodafone person and they were no help so I very much doubt that you will be able to do anything different.

Monday AM - told delivery would be Tuesday.
Monday PM - told delivery would be Wednesday. 1st change of address attempt.
Tuesday AM - told delivery would be to original address. 2nd change of address attempt.
Tuesday PM - told delivery would be Wednesday to original address.
Wednesday PM - told delivery could be changed but with 24 hr delay.

This isn't a mistake, it's incompetence!

[Retired-Jamian]

Hi @Williamsjj1

Sorry to hear that. 

If you do contact us via Live help, we'll be happy to chase this up.

Thanks,

Jamian