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Vodaphone early upgrade woes
Hi all,
I'm having a whole series of issues with Vodaphone at the moment I have been over this so many times its starting to make me Ill.
if its okay I'm just going to bung up the E-mail I have pinged to them detailing all the issues, but it seems there is always some cock-up every time I communicate with them.
"Dear Mr. Bond,
I have a long list of complaints to make to you about your Customer Services department over the last 7 days.
Firstly I was contacted on Tuesday 9th April by the early upgrades department, offering me an early upgrade (this is after I was contacted a week beforehand about upgrading early, was told they would ring back because it was at an inconvenient time, and when I rang back I was told that there was no reason I was phoned in the first place as I was not due an upgrade!). After some discussion about the upgrade, handset and contract details, we agreed a £37 a month tariff and the phone would be dispatched the next day. I was sent an automated email detailing the dispatch method and options.
At this point I decided to delay my 4 day holiday by a day in order to wait for the new phone as I had no time in the next few weeks to collect it. At 4pm on Wednesday 10th I made a phone call to inquire about the hand set as I had heard nothing, only to be told that the order was cancelled due to the phone (Nokia Lumia 920) not being in stock and I was never informed of this and so wasted a day of my holiday. I was also told that I was put on the £42 a month tariff, one that I particularly requested not happen because of the expense. After a discussion with one of your employees I requested that the order be cancelled completely. I later sent an email of complaint to your company which was replied to the next day (#11329692 - by Mahendra Bhavani) and I was offered two months off my contract and £10 credit for the inconvenience, which, by this point, I was happy to take as I had felt I had a large chunk of my finite holiday time wasted.
Later that day (Thursday 11th - 2nd day of my holiday) I received an automated text to tell me that my (out of stock) handset had been dispatched. As soon as I was able, bearing in mind I was on holiday at this point, rang customer services in order to cancel this (again) and was told by your colleague that this would not be possible and would have to take receipt of the phone in order to send it back. I informed your employee I would not be able to for at least the next week and a half and was not willing to become liable for this. I was told there was nothing they could do. I politely terminated my conversation and rang later in order to contact any form of complaints department. I spoke to one of your employees, Aya (who registered a complaint - 01038171016), and during this conversation I detailed all that happened so far and was put on hold for 10 minutes and was eventually promised that the phone had been recalled and that I had nothing further to worry about. I insiste
d that I wished to make a complaint about Vodafone's conduct and, again, was promised that a manager would be in contact within 48 hours. It has now been over 72 hours and no attempt to contact me has been made.
On the morning of Friday 12th (3rd day of my holiday) I received a text from DPD informing me that my handset would be delivered during the day between the hours of 12 and 1pm and it had been assigned to an operative. I had to pick the option of delaying the arrival until Tuesday 16th April (when I will still be unable to pick this up). I had to change Friday AND Saturday's days schedule in order to ensure I was available to talk to one of your colleagues, who as stated before, still have not got round to contacting me, and now feel I have wasted my entire holiday (of which I get very few times in order to see my family and spend time with my partner which happens even more rarely) dealing with the mess Vodafone has made. It has now been 5 days wasted and I am sure more hours in my working week to come.
I am unsure of what your plans are to do with the handset, however I will not be anywhere long enough to guarantee that I can take delivery of it and re-dispatch. I simply do not want to take delivery of the handset as I feel it is highly unfair that I should become responsible and inconvenienced with it.
As I have stated several times to various customer service representatives of Vodafone, I have been a loyal customer now for 4 years and this has been the final straw. I wish to leave Vodafone, however with all this mess I am left unable to cancel my contract and request a PAC code as I am unwilling to do this until the mess that your company has created has been resolved. I seek no monetary compensation for my hours, which have rolled very quickly into days of inconvenience and worry, only to be lied to and left in limbo, but only to be let out of my contract without any penalty as I feel I have been highly disrespected as a loyal customer. I am very sad to say this will be the last time I will be considering Vodafone when I look to upgrading in the future."
sorry thats a biggie, to update this they have now sorted the handset out today having send my complaint to the 2nd line team(?).
I repeatedly told them that I did not want to stay with their company and had the customer service guy try to strong arm me into a new contract that they will very graciously offer me a discount were I to take it up they would give me a £5 discount for the life of the contract which would make it the £37 i originally agreed too, instead of the £42 that they seem to think I asked for. he then said they would reset me to my original commitment which is now August, and £10 pounds of credit. I also today received a £5 invoice for delivery of my handset.
I feel this is a real slap in the face in addition to this every time i speak to them they have no record at all of any of the reference numbers I have had in regards to this so have to go around the houses every time i speak to them.
This sounds silly but its made me feel quite unwell its ruined my holls and its been eating into my working week.
any help or guidance would be greatly welcomed thanks for getting this far.
Dam
I'm having a whole series of issues with Vodaphone at the moment I have been over this so many times its starting to make me Ill.
if its okay I'm just going to bung up the E-mail I have pinged to them detailing all the issues, but it seems there is always some cock-up every time I communicate with them.
"Dear Mr. Bond,
I have a long list of complaints to make to you about your Customer Services department over the last 7 days.
Firstly I was contacted on Tuesday 9th April by the early upgrades department, offering me an early upgrade (this is after I was contacted a week beforehand about upgrading early, was told they would ring back because it was at an inconvenient time, and when I rang back I was told that there was no reason I was phoned in the first place as I was not due an upgrade!). After some discussion about the upgrade, handset and contract details, we agreed a £37 a month tariff and the phone would be dispatched the next day. I was sent an automated email detailing the dispatch method and options.
At this point I decided to delay my 4 day holiday by a day in order to wait for the new phone as I had no time in the next few weeks to collect it. At 4pm on Wednesday 10th I made a phone call to inquire about the hand set as I had heard nothing, only to be told that the order was cancelled due to the phone (Nokia Lumia 920) not being in stock and I was never informed of this and so wasted a day of my holiday. I was also told that I was put on the £42 a month tariff, one that I particularly requested not happen because of the expense. After a discussion with one of your employees I requested that the order be cancelled completely. I later sent an email of complaint to your company which was replied to the next day (#11329692 - by Mahendra Bhavani) and I was offered two months off my contract and £10 credit for the inconvenience, which, by this point, I was happy to take as I had felt I had a large chunk of my finite holiday time wasted.
Later that day (Thursday 11th - 2nd day of my holiday) I received an automated text to tell me that my (out of stock) handset had been dispatched. As soon as I was able, bearing in mind I was on holiday at this point, rang customer services in order to cancel this (again) and was told by your colleague that this would not be possible and would have to take receipt of the phone in order to send it back. I informed your employee I would not be able to for at least the next week and a half and was not willing to become liable for this. I was told there was nothing they could do. I politely terminated my conversation and rang later in order to contact any form of complaints department. I spoke to one of your employees, Aya (who registered a complaint - 01038171016), and during this conversation I detailed all that happened so far and was put on hold for 10 minutes and was eventually promised that the phone had been recalled and that I had nothing further to worry about. I insiste
d that I wished to make a complaint about Vodafone's conduct and, again, was promised that a manager would be in contact within 48 hours. It has now been over 72 hours and no attempt to contact me has been made.
On the morning of Friday 12th (3rd day of my holiday) I received a text from DPD informing me that my handset would be delivered during the day between the hours of 12 and 1pm and it had been assigned to an operative. I had to pick the option of delaying the arrival until Tuesday 16th April (when I will still be unable to pick this up). I had to change Friday AND Saturday's days schedule in order to ensure I was available to talk to one of your colleagues, who as stated before, still have not got round to contacting me, and now feel I have wasted my entire holiday (of which I get very few times in order to see my family and spend time with my partner which happens even more rarely) dealing with the mess Vodafone has made. It has now been 5 days wasted and I am sure more hours in my working week to come.
I am unsure of what your plans are to do with the handset, however I will not be anywhere long enough to guarantee that I can take delivery of it and re-dispatch. I simply do not want to take delivery of the handset as I feel it is highly unfair that I should become responsible and inconvenienced with it.
As I have stated several times to various customer service representatives of Vodafone, I have been a loyal customer now for 4 years and this has been the final straw. I wish to leave Vodafone, however with all this mess I am left unable to cancel my contract and request a PAC code as I am unwilling to do this until the mess that your company has created has been resolved. I seek no monetary compensation for my hours, which have rolled very quickly into days of inconvenience and worry, only to be lied to and left in limbo, but only to be let out of my contract without any penalty as I feel I have been highly disrespected as a loyal customer. I am very sad to say this will be the last time I will be considering Vodafone when I look to upgrading in the future."
sorry thats a biggie, to update this they have now sorted the handset out today having send my complaint to the 2nd line team(?).
I repeatedly told them that I did not want to stay with their company and had the customer service guy try to strong arm me into a new contract that they will very graciously offer me a discount were I to take it up they would give me a £5 discount for the life of the contract which would make it the £37 i originally agreed too, instead of the £42 that they seem to think I asked for. he then said they would reset me to my original commitment which is now August, and £10 pounds of credit. I also today received a £5 invoice for delivery of my handset.
I feel this is a real slap in the face in addition to this every time i speak to them they have no record at all of any of the reference numbers I have had in regards to this so have to go around the houses every time i speak to them.
This sounds silly but its made me feel quite unwell its ruined my holls and its been eating into my working week.
any help or guidance would be greatly welcomed thanks for getting this far.
Dam
. Plus Lee only works during the day and he's always on the internet so Lee, if you have got any jobs going then send me a PM cos surfing the net copying and pasting the same thing is a job that even me as a monkey can do 
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