Lies, Lies, Lies, broken promises..

[James-R10]

So I upgraded to a new iPhone 13 Pro Max which was delivered 6 weeks after Vodafone making false promises time and time again. What annoys me is delays happens but when I am promised or made guarantees when they know it isn't true, it annoys me immensely. But eventually the phone came.

I was given an eSIM QR Code to register my eSIM on my new phone which would also remove the plan on my old phone. 

When registering it, It removed the plan from my old phone but failed to add to my new phone. Raised the issue with support who said I would be given a new QR code within 24 hours, I said it wasn't acceptable as I had the same issue last year and they could send straight away to me and it was their fault it didn't work so they needed to go out of their way to fix it. I was made a guarantee that I would get it in 2 hours. 2 hours later nothing... I called this morning and I was told I would get within 24 hours, but I mentioned I was already promised in under 2 hours and I was told that wasn't correct and it would be 24 hours. So they admitted their colleague lied to get rid of me. Waited 24 hours nothing ... Raised a complaint and told it would need to be reissued and would need to wait another 24 hours.. 

I had the same issue last year on swapping phones as well and took 2 weeks to sort out... 

I can't stand the none stop false promises all the time, I am wasting my valuable time to chase up Vodafone not being able to deliver a basic level of service and not making good on their promises. I know if I didn't chase up it would never get done as well. 

Vodafone need to get their act together and when they fail to deliver on their promises and guarantees, go out of their way right there and then to make it right, not we will start the process from the start again.. 

In the end I'll be given a stupid £5 compensation for 10 + hour wasted chasing and days and days without service which is insulting at the very least...

Rant over...

[wharfedale66]

Terrible. This level of service is not acceptable & I hope it eventually gets sorted out for you. I can totally appreciate your frustration & how you have been let down with false promises. 

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@James-R10 wrote:

In the end I'll be given a stupid £5 compensation for 10 + hour wasted chasing and days and days without service which is insulting at the very least...

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Quite frankly I would laugh if they offered £5 as a goodwill gesture if I had spent so much of my time chasing up an issue due to there own incompetence. Never let them fob you off with pathetic goodwill gestures, escalate and request an amount that reflects the time & frustration this has caused you. Whilst no network are legally obliged to offer you any kind of compensation due to their own errors, if you dont ask or escalate (obviously politely but firmly ) they will just assume that they can mess customers around without any consequences. 

[BandOfBrothers]

Hello @James-R10 

From reading your post in regards to your recent customer  journey with Vodafone your definitely entitled to a " rant "

Yes delays can and will happen with Apple iPhone launches,  they always do but it's reasonable to expect to be kept in the loop as to the timeframe of receiving the phone.

eSim's are a good idea however personally I prefer to stay clear as I choose to use a physical sim card. If Vodafone can complete a physical sim swap pretty fast i.e typically around 10  minutes or so I'm at a loss as to why the process of an eSim takes longer. 

Time is precious.

You can raise an official complaint via the following link to which the Customer Esculation Team will take this up > Complaints/code-of-practice. 

The Vodafone Social Media Teams are also involved in that department so can also help if you wish to engage with them via Facebook messenger or Twitter DM via Contact-us-for-account-specific-queries. 

I wish you all the best with this situation. 

[Aaron83]

So just got the phone to complaints and got through to management who said my phone is out of stock!!! Even though I was told its been waiting to be picked up by DPD since the 29th November. Such bloody lies, this company is the lowest and the customer service is absolutely disgusting to be told nothing but lies all the time. I'm really tempted to just leave vodafone now. They're all lying to you, They don't have your phones in the warehouse, theyre just telling you lies till they actually get more stock and ship you the phone 

[WelshPaul]

Of course it's lies! ID Mobile got my phone to me next day and they use DPD. DPD isn't the issue, neither is Vodafone's magical warehouse! It's down to stock shortages across all the networks and retail outlets.

[James-R10]

The problem is we can't leave as we are stuck in contracts like Stockholm syndrome where Vodafone still win if we leave. Then they know by time it comes to renewal we won't be ##~## with changed at that point so the cycle will continue. We're tied to them, when they mess up, lie and waste our time, time and time again.. 

[WelshPaul]

Hope you don't have the same experience as the member in the post linked to below. It took Vodafone a month to solve!

https://forum.vodafone.co.uk/t5/Pay-monthly/eSIM-Swap-FAILURE/m-p/2693741#M64330

[James-R10]

Yep being told to wait another 24 hours knew it. 

I had the same issue for several days last year with me having to escalate many many times. 

[WelshPaul]

I would keep calling back every hour! Bet they didn't even do anything.

[James-R10]

I can't call back as I have no phone. I have to use their live chat, that's the problem who say wait. But I am not waiting when I've been given 4 deadlines by them and each one has passed. They say they can't escalate it any further, I'm sorry but when you've given 4 deadlines to a customer and guaranteed each time it would be resolved by then and each time you've failed, this needs to be escalated until it's sorted. 

It's disgusting and never changes. If I did this to one of my customers, I would be escalating in the company and getting people out of bed to solve it at this point. 

They just don't care.