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New contract.....dodgy phone! Well done Vodafone!

3: Seeker

Right, I'm new here so please be gentle with me! 

Last week I ordered a new Galaxy Note 10+ 5G as an additional line. Happy days! 
Saturday rolls around and it's delivered. Opening the packaging reveals a Vodafone Branded Box.....hmmm.

I thought this was odd and checked the outside of the box, serial number and IMEI on the end with Sam Note 10+ 5G (Contract) typed in the same font on it. Well says nothing about it being refurbished/nearly new. 

Opened it up and I saw that the phone was rattling around in the box unsecured, in a clear polythene bag. The factory fitted screen protector was missing, the little QR sticker that's fitted to new Samsung phones on the back wasn't there and it had a few very light scuffs...not sure if those are from being banged around in a box though. The OTG dongle is missing but the rest of the accessories are present. Charger cable has a rubber band around it. How odd. 

Called customer services and asked if I'd been sent a nearly new device. She said no. I explained that it's missing it's factory screen protector and is in a polythene bag. She still says I ordered brand new so that's what I would have got and "sometimes we package phones in our own boxes". When I asked her to explain why it's missing accessories, she literally says "it's brand new", asked about the charger cable, no response. She was very careful to say as little as possible about it. I also looked on my invoice and it's said nothing about it being nearly new, but listed under the phone on the invoice was "Vodafone Red Box".

 

After lots of back and forth, they agree to exchange it by going into store......but not before screwing my order up and cancelling it! So new order placed with sales.

 

Asked them what packaging I can expect it to be sent in and they say new factory box.

 

However this experience has made me wonder, can I expect another of these odd 'brand new' phones to arrive in the nearly 2 weeks it's going to take to arrive, despite being in stock and one being earmarked for me?! Or should I assume it was a error or oversight?

 

Maybe call me cynical but I can't help but think that sending out a potentially used phone instead of a £1400 new one is a little bit underhand. 

Any ideas guys and girls? Thanks in advance.

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17 REPLIES 17
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17: Community Champion

I totally agree if a person hasn't chosen a nearly new phone they should expect to be supplied a brand new phone with any installed screen protectors still in place and any in-transit plastic on them.

Your also correct that the imei sticker should have been on the back of the phone.

The charging cable should have been wrapped in a plastic collar and in a black cardboard box.

Something has clearly gone wrong.

I assume your taking this phone back to the Vodafone Highstreet Store ?

I also assume they've arranged a Click and Collect order as this means Vodafone send a phone into a Vodafone Highstreet Store of your choice to collect ?

A Vodafone Highstreet Store would not supply a phone from their own pool of stock as these are for sales processed in the store.

We did have a recent thread where a person had a similar experience to yours with a different make and model of phone and eventually Vodafone sorted that out.

Vodafone have been known in the past to re package the phones in their own branded box which if I'm honest does baffle me !

People want branded sealed boxes as this instills confidence that the product is brand new and people do sell phones with the boxes as this can improve the selling value of the phone.

Personally I prefer to collect my phones from a shop as I can then inspect them and invariably walk out with the phone in hand i.e no waiting for it to become available or be delivered. 

I wish you all the best with this situation. 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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3: Seeker

Well when I contacted customer services they made a system exception and arranged with a local store to exchange it for a store stock pool device. This was on 15/02 for a same day exchange. 

I arrived and the total dunce who processed it cancelled the whole order, which meant no exchange and I had to wait for the order to drop off the system before I could order again. 

Ordered again on later that day with the sales team who absolutely assured me it will be a new device in a factory sealed box. They said it was in stock too and one was earmarked for me, but now my estimated delivery date is the 25/02 for reasons I can't explain, and nor can customer services. But they say I just have to wait for it to dispatch and they can't change the date now. 

I have this horrible sinking feeling that I'm going to get another "new" device, apparently from this forum I see it's happened a few time's. 

I do agree I would normally buy in store, but I've found out that because it was cancelled using the wrong process in store by a colleague who didn't follow the correct process, this has the unfortunate side effect of making my available additional lines disappear from their system. Credit services need to override the maximum new lines rules to force the order through. So I'm totally at the mercy of the sales team and customer services.

 

Seems like lately I've been on the receiving end of multiple C*** ups on Vodafone's part.

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17: Community Champion

Hi @stevexe88 

 

I assume the delay is because they are in fact sending a phone into the Vodafone Highstreet Store for your collection as a Click and Collect sort of affair.

As far as my understanding goes they don't allocate from the in store pool of stock as they are solely for people buying in the Highstreet Store.

Otherwise there would be no delay unless the store had no stock which I wouldn't have thought so as it's not a new model.

The reason I buy in the store is so I can check its aesthetic condition and that it powers on.

For example I bought my Note 10+ 5G from my local Samsung Experience Store and the applied screen plastic protector had a noticable scratch on it. Now some would say well it's a protector that would need replacing at sometime anyway. I agree they do need replacing which I do with a Whitestone Dome Glass Screen Protector but something must have happened to make that scratch i.e dropped or bumped against something in the factory. When I'm paying £1,100 for a phone I want it in pristine condition. The Samsung guy replaced it without question.

Will you let us know how you get on please ?

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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10: Established

Vodafone offer 3 delivery options : Deliver to Customer, Deliver to Store, and Click & Collect. 

 

The first two are sent from a warehouse, but Click & Collect uses the Store Stock Pool, meaning you can get your hands on the new device almost immediately.

 

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17: Community Champion

There was a similar thread on this board not long ago,   Some time back, the network was boxing up bulk stock, although that was often when there was a new launch that was in heavy demand.

If you've ordered (and paid for) a new device, that's what you should get and, at the very least, an unbranded, or network-branded box doesn't look good.

I've raised this with the forum team in case something is simply going wrong with the despatch process.

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3: Seeker

Let me clarify. I was told to return the iffy phone to store for exchange. They then made a mistake in store and cancelled the whole order. 

After that a new order was placed with sales team. The new device is being delivered to my home. 

I'll be interested to see what happens but having been sent a iffy phone, had my order accidentally cancelled, then promised a new order, charged me for premium delivery and now will not arrive until the 25th, all stinks a little doesn't it. 

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3: Seeker

A quick update, had a call earlier from Vodafone after seeing this thread, phone now being delivered tomorrow. Funny how they couldn't do that until I posted it on here though. 

Also been absolutely and positively assured it will be a brand new device in retail packaging. I will update when it arrives. Thanks for the advice so far guys! 

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3: Seeker

Well the saga continues! Phone arrived and is new. Great!

 

Sim in and no service....hmm. Contact customer service who say the sim in the box doesn't match the one on the system. Please go to store and they will swap it for you. Joy.

 

Go to store and the advisor looks on the system. Turns out my order is still showing as open, not complete.
Meaning that they can't even activate the account, never mind do a sim swap. She calls customer services and says the order will show as complete within 24 hours.

 

She hands me a sim and notes the number down, promising that when the account is live, she will link it to the account. She also promises me a phone call at midday the next day to confirm it's done or to update me.

Fast forward to today, sim not active, order still showing as open and no phone call. 

Is this level of absolute incompetence normal for Vodafone? Cos if it is I'm thinking of walking away and putting my money into someone else's pocket!! 

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10: Established

This is possibly a daft question, but do you actually need a new SIM? What I mean is, your existing SIM should be more than capable of working in the new phone unless it's physically a different size.

 

Have you tried your old SIM to see if it works in the phone?

 

(Apologies if you've already tried that - just trying to eliminate all possibilities!)

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10: Established

Sorry!!! I assumed it was an upgrade - just noticed your original post where you say it was a new line!! 

 

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3: Seeker

Don't worry bud, it's is an additional line. 

Well just spoken to Vodafone yet again who told me that the request made by the store to force the completion of my order hasn't been received.......so I need to wait another 24 hours.......after told yesterday morning it would be 24 hours and before that being sent to a store for no reason. 

Apologies if I seem irate but this saga just seems so ridiculous. Half expect the cast of Carry On to answer the phones in customer services!! 

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17: Community Champion

@stevexe88 

 

Sometimes things do go wrong which I'm sure many accept. 

 

It's then down to how this is put right which instils confidence back into the product and services.  

 

I agree not a good experience at all  !

I don't suppose the Vodafone Social Media Teams via Contact-us-for-account-specific-queries  can help. Worth a try.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.0  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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3: Seeker

I agree things do go wrong, that is life after all. I run my own business, and when things go wrong I bend over backwards to put it right and to keep the customers experience positive. 

As you said it's how the put it right. But from placing a new order, being sent a second hand phone, then the store cancelling my order in error, ordering a new device, getting a sim that doesn't work, sent to the store for a sim swap, store not being able to do it, then not updating me as promised, then customer services telling me it's going to take even longer than planned......it just seems everything that Vodafone has done so far has gone wrong. 

And are you ready for the icing on the cake......As of this morning, I'm in Athens! That's why I ordered the phone well in advance so it was all set up and in my hand by the time I left. The road to hell is paved with good intentions as they say! 

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3: Seeker

Oh dear......

 

Another update and it's not good news. The customer relations team have told me that apparently they need to deliver the device before they can resolve the issue......they didn't seem to understand AT ALL that I already have the device which was delivered 3 days ago. 

As it stands currently, they are saying I 'may' have to have another phone dispatched to me before it can be activated.

 

Regardless of if they go down this route or not, I cannot expect any resolution before the 23rd of Feb.....because apparently there is no one in the entirety of Vodafone who can make the order show as complete, despite me being promised it will take 24 hours for it to be done......and then promised the same when the 24 hours had expired. 

It's lucky I am not a dishonest person or I could have taken the phone and had another delivered and they would have been none the wiser, since they don't have the IMEI, serial number or anything else in their system.

 

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17: Community Champion

Oh dear.   It sounds as though someone's cut through the system to get you your phone quickly and just made things worse.

TBH, I'd be very careful when it comes to returning the extra device.   Firstly, don't do anything until you have the service up and running, then be VERY careful not to return the phone that's working on it!   Even then, if the other one isn't on the system, returning it could cause havoc, so wait for clear instrucions.  Personally, I'd get these from the Social Media team rather than frontline customer service (I'm anticipating the return potentially triggering a full cancellation of the account ).   IMHO, you may need a different channel to do it, given the circumstances.

I hope this is pessimistic, but so many things seem to have gone wrong that it's going to need to be unravelled very carefully from the Vodafone end.

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3: Seeker

Hi there, sorry for the late reply.

 

I can't deny that like you, I have a pretty heavy feeling of pessimism on this one, they have already cancelled one of my orders and derped up another. They haven't even confirmed that they will need to send a new device (just that they may need to) and I'm currently entirely in the dark about the situation myself. So many callbacks and promises haven't occurred so far.

 

As it's gone wrong, so be it, I can't change that, but now there's talk about a new device, that even if there isn't one sent that they can't assure me that the order will be corrected in any form and in any timeframe. 

I have reached out to the social media team over 48 hours ago, no response other than the standard automated one, but I have been informed that the orders team, sales and customer escalations are all involved, seems like a lot of potential for errors. Wish me luck there!! 

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Moderator

Hi @stevexe88 This isn't the kind of experience we want any of our customers having. It sounds like our Customer Relations team are look ing into this for you and I'm sure they'll get everything sorted. It's disappointing to hear our Social Media team have missed your post about this. If you can let me know which channel you used to contact us, along with either your user name, or a link to your post and I'll get this chased for you.

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