I had to cancel my order and now I can't place the order again

[Seven_Red]

Hi folks, 

I'm not sure if this is the right area to post this, so forgive me if imnwrong

As the title says I placed an order and everything was fine. I cancelled it the day after because I got cold feet. The customer service agent said it would be fine if I changed my mind and that I could just apply again. The day after when my feet had warmed up again I tried to apply again. Unfortunately I kept getting this error right at the end:

"We seem to have your email on file. If you're an existing customer, please login to take advantage of express checkout"

I've spoken to 2 customer service agents, one was very nice but ultimately unhelpful; the other was unhelpful, rude and told lies...

I'm not sure what to do at this point, so any assistance would be greatly appreciated. 

Thanks in advance. 

[AnnS]

You don't mention if the order was for broadband or mobile connection.

From what you have written, the order is still in the system, Vodafone may be able to locate the order and reverse the cancellation. When placing an order it can take up to 48 hours to complete, during this time the order will proceed until the cancellation has been processed, you would then be free to reorder.   The other alternative would be to let the order go through as normal and reject delivery, the order would then be returned and you would not be charged.

One thing to remember is Vodafone would have completed an identity and credit check for the order and this will show against your credit file.

When the cancellation is completed, you can try reordering.  Make sure you clear your cookies before reordering.

Lastly, don't accuse an advisor of being rude or lying when they are attempting to locate the order and help.

[Seven_Red]

Hi AnnS, 

Thanks for your answer, I appreciate your time. It's an order for broadband and landline. I'll leave it for a while as you suggest, do you have any idea how long a cancellation takes to process? Specifically for the "We seem to have your email on file. If you're an existing customer, please login to take advantage of express checkout" to resolve? 

As for the advisor situation, the first person was great and really tried to help, unfortunately there wasn't anything they could do, I gave them 10 out of 10 for everything on the survey when they ended the chat.

Fair enough rudeness can be subjective, I'll accept that, but the second person told me he couldn't end the chat his end and that I had to close the window and that contradicts what happened with the first advisor.

I'm a fair person and I believe in credit where credit is due and the same for criticism. That's beneficial for customer service.

Anyway again I really appreciate you taking the time to send your answer, I hope you have a great Sunday. 

[AnnS]

You will probably receive a notification @Seven_Red to let you know I have moved the thread to broadband for the best advise.

Yes, a live chat advisor can't end the chat, that is something that needs to be done by the customer, it's also not unusual for a chat advisor to be online to 2 or 3 chats at the same time and it must be extremely difficult to manage.  

The best place to get the correct information and advise is from broadband support, they can be contacted on  08080 034 515,  this would be a lot quicker than going the live chat route.  Hopefully, they will be able to locate the order and get this reinstated.

[Seven_Red]

Hi again AnnS,

Thank you for the information, I appreciate your help. 

They can end the chat, the first advisor did exactly that. They asked me if there was anything else they could help with and if I had any other questions. I said no thank you for trying and they ended the chat, then the bubble with the survey for the advisor's performance came up. That's all I wanted the second advisor to do. Maybe you thought I meant the chat window itself. 

I agree it must be a difficult job and I do sympathise with them, however (and setting my case aside and just looking at the big picture) difficulty isn't an excuse for poor customer service, that's why Vodafone has the survey after the chat ends.

Thanks again for taking the time to answer. Hope you have a good day.