Mis sold a new contract

[Kimmya101]

I recently took out a new contract with vodafone after speaking with their live chat advisors. They advised 3 times that the contract I was going to take out came with accessories included. I proceeded with the new contract but on delivery no accessories came. I spoke again with the live chat advisors who stated this was an error and they would get the accessories sent out to me. I have not received the accessories and the vodafone complaints department has told me that the transcripts from the live chat can not be found so they can not honour this. In not so many words calling me a liar.

 #missold  #loyalcustomer  #lackofrespect #ombudsman 

[Kimmya101]

I have requested all information vodafone hold on my account. But I just find it far to convenient that that one transcript just disappears. 

I spent save the transcript as I didnt realise you could un tell an advisor told me after the fact. But it isnt announced for you to see clearly when exiting the chat as you have to complete the survey and then it asks you at the end. Quite deceptive really. 

The fact that being told inaccurate information is being told on live chat I am 100% sure that I'm not the only one that has been misled into contracts. 

I have been a loyal customers for years but I will not be upgrading my account with them again. The failings from both live chat, 191 and the complaints department has been ridiculous. The accessories are not there only error on this complaint.

[gachjoel]

at the top or the bottom of the chat box, there is an envelope, click on ther, fill out your e mail and it will auto send  a copy of the chat when the chat is closed off

[davew1979]

Wish I had read this before going ahead with my upgrade today.

i asked whether the iPad Pro came with the pencil and was told yes.

they then checked, came back and confirmed.

once the terms and conditions came along and I was asked to agree i asked once more for them to confirm the pencil would be included in the package and price which they did.

later I asked if the keyboard was also part of the package which they confirmed.

i asked once more to clarify the package was for the iPad Pro, the pencil and Smart Keyboard and it was confirmed once again.....

so....should I holdout any hope these will be arriving tomorrow or should I begin the returns procedure now?

I do have a copy of the chat transcript however

[Tash]

@davew1979 We can investigate this and see what you were advised when taking out the deal. So we can make sure this is resolved for you, please pop us a private message on Facebook or Twitter. 

Please add your Community username and a link to your post in your message - our team will then be able to help you faster and you won't need to repeat yourself.

[RafaelaS]

Wow, this is absolutely shocking and criminal? 

You definitely need to be careful with Vodafone, just recently upgraded my contract as the advisor offered a nice discount. He promised all the account information had been updated and I wouldn't need to worry. Only for me to realise a couple of days later that my contract had not been changed and upon speaking to Vodafone advisors they said that the plan offered to me was not available. I requested for my call to be listened too but now I'm wondering if Vodafone will also say that they cannot find that specific call and therefore they cannot honour the contract. 

Let's see. If this matter is not resolved before the cooling off period I will be making a formal complaint to Vodafone and then another formal complaint, this time with Offcom. This is absolutely proposterous. Not to mention that depending to which person you talk to, will tell you completely different things. 

I've been with Vodafone for 5 years and if this matter is not resolved I will absolutely take this matter to court. I advise you all do the same. It's the only way for them to have a transparent policy. 

[hrym]

As this isn't a public forum, there's no account access here.   However, the Social Media team on Facebook or Twitter will be able to help you.   Once they've taken your details, they can find the relevant details (I believe recordings are only kept for 30 days, so don't delay) and see what was said.

I presume it was definitely Vodafone you spoke to and not an incoming spam call that was merely trying to get personal information?