Upgrade due 5th April, 6th April - phoned the loyalty team & ordered a 128GB Edge in gold / platinum. Got a good deal, free wireless charger etc, job done.
Did a live chat last Friday (17th) just to find out what the stock levels were looking like, and when was I gonna get my phone. Asked the guy what his take on the colour was, more a yellow gold or platinum silver colour? Champagne he told me, but you've ordered the white, why do you ask? The next 3+ hours were spent on live chat / phonecalls (transferred through about 5 different departments, through security each time). I was told I'd have to wait on the white handset arriving & return & reorder a platinum one. Told the chap I wasn't prepared to do that, can you please cancel the whole thing, I'm off to another network. Next thing, a manager came on the scene & miraculously found a way to cancel the order for the white, and re-order the platinum. After quite a bit of prompting, he offered me 30 quid compensation, but told me I'd still be looking at a 4 - 6 week wait for the phone, cos despite pre-ordering on April 6th, I'd now lost my place in the pre-order queue. Anyhoo, order details confirmed, live chat terminated following me accepting the T&Cs (I have the transcript of this chat VF if you're interested?). Slightly less happy this time, but again - job done.
1 week on, I phone 191 to check when I'm gonna get my phone, and after much delay, I am told that the order I placed last week hadn't been finished properly, and there wasn't an active order on the system for my account. Spent 32 minutes on the phone, system wouldn't offer the same deal I was offered on both previous occassions, then eventually the whole ordering system crashed. I've to phone back tomorrow, and to cap it all off I've been told that the wireless charger deal was on a first come first serve basis, and I won't be getting one.
Seriously Vodafone, I've been a customer since 1996, and have always looked forward to upgrade time as I've found you to be a really good company to deal with. This upgrade has been a complete farce from day 1. I understand that this has been a popular handset, and there have been supply issues with Samsung, but let's get this straight - YOUR employee made a mistake with the original order, and as a result, I've had to spend 4+ hours on the phone / live chats to try & sort this out. I've missed out on the wireless charger offer, and I've still got to call back tomorrow to finalise the upgrade. And you've offered me £30 compensation?
Not good enough Vodafone, not by a long shot.
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