I have been a customer of Vodafone for a very long time. But the level of customer service this time was horrific and I was really disappointed with Vodafone.
Long story short I decided that I wanted to add a new line for a Samsung Galaxy Tab S7 Plus. So I spoke to one their customer services agents on the 23rd of January 2021. The deal that was offered to me was for £20 upfront and £40 a month. Now this was a very good deal and I decided to repeat back the price of what the agent has offered to just confirm. My god was this a nightmare! I have been told by one agents that I was given wrong information, Another agent told me the package does not exist and not on that price plan.
I then asked for a call listening to be done and it was completed on the 26/01/2021 and they agreed the plan was for the Galaxy Tab S7 plus and not the Tab S7 4G that I received. I was then transferred over to another department which tried to process it through bit couldn’t as the the system would not allow me to have another additional line a long side the new one. So he suggested that I return the wrong tablet back via DPD pickup and he would then call me back up on 29/01/2021. Also he called up customer services to change my billing date so that it would give enough time for this issue to resolve without a problem. However the DPD pick up never happened or should I say never requested and the agent never called me back up on that specific date. I wasted all my day waiting for him to call.
I had enough of waiting so I called directly and I managed to get through to some one who actually understood the problem. After speaking on the phone for nearly 2 hours I thought this issue was finally going to get resolved. But I was wrong, on 31/01/2020 I thought I would give them a quick call to dee what is happening as I did not get a confirmation from Vodafone and it turns out that my order was cancelled because my bill was overdue and then I found out that an extension was not requested(I know pretty stupid of me to wait until the issue was resolved to pay my bill). So I ended up clearing my bill and then was told to call back on the 01/02/2021 to give the system time to update that my bill has been received.
The next day I called up Vodafone asked them to read the notes on my account and go through the process again and finally I managed to get it resolved and was told that I would get my device picked up and exchanged for the correct one on 02/02/2021. But man was I wrong I did not get a confirmation email or text and I thought I would call just to check but you know what there was another problem with order and was told that the pick up would not be on the 02/02/2021 instead I would have to wait for the backend team to receive a form which takes 3-5 days.
I will be honest I really feel like bashing my head on a brick wall because this is causing me so much stress. I will update if anything changes.
