Order Delay

[samnorthover]

I ordered a new pay monthly plan on the 10th for a Pixel 6. When ordering, there was a little green tick beneath the order saying "Get it today". At the confirmation of my order, I was told it would be ready to pick up in-store in a few hours. I then get an email telling me my order was confirmed, and then telling me it would be 1-2 days. Still hopeful I would be able to get it on that day, I visited the store anyway after a few hours and was told by the staff - dare I say, a bit condescendingly - that a lot of people come in asking the same thing and that in reality it might take up to 4 days to get my order and that I should "manage my expectations".

I then search online for other people experiencing similar issues and it seems that others have waited weeks for their order. This whole process is really frustrating and the TOBi virtual assistant, with his little winking expression, being completely unable to comprehend or answer my questions, and the lack of contact or update is really beginning to annoy me. I know this is only an FAQ, but is there anyone who's had the same thing and could possibly shed some light on when I might actually get my phone?

[AnnS]

If you ordered on the 10th @samnorthover , there would be the credit check to be cleared and this would be completed the following working day, Monday 13th. 

When the device was ready to be collected, you will receive confirmation.  See this link: When and how do I collect my order from a store? Also see here for further information: Orders and delivery 

[samnorthover]

Ah okay that makes sense. I just wish there was more transparency from Vodafone themselves. Thanks for your reply.

[BandOfBrothers]

We do see a few similar threads in regards to this @samnorthover 

What I suggest is if the phone is in-stock at the store is to open the contract there.

That would mean cancelling the online order however 

[samnorthover]

@BandOfBrothers How simple of a process would that be? Could I cancel the contract/order I placed Friday, go into the store and get it today?

[BandOfBrothers]

You would need to speak with customer services on 191 and ask that question @samnorthover 

It depends on what status the order is.

If the phone is on delay and not in a despatched state then they can cancel.

And the Highstreet Store would need to have that particular phone in stock too but if they do there'd nothing stopping you taking the contract out in the store.

[AnnS]

You need to be careful here @samnorthover . If the credit check is in progress it's going to be a hard check and reported against your file as a loan.  If you cancel the store may well need to do their own check.

Vodafone will keep you updated throughout the order process and as soon as the check has cleared and the phone dispatched to the store you will receive an updated email.

[samnorthover]

I've just visited the store and I was unable to cancel and process a new contract today.

Both staff members I spoke to didn't understand what was happening. The credit check was complete, the phone was in-stock and in front of me on the desk, but my order was still showing as "awaiting dispatch". They could only submit a cancellation form that could take up to 48 hours and have me come back in for a third time.

I know there's no point in being frustrated with customer service advisers as it's not really their fault, but for such a precious and expensive service I really do expect better to be honest. 

[BandOfBrothers]

Certainly not the best customer journey for you @samnorthover 

Seems Vodafone's Systems are letting you down here.